Podcast ¦ Vulnerability Matters: Episode 28 – How do 999 staff talk to vulnerable callers With Mike Modder-Fitch and Chris Fitch
Access the full podcast series here
Key Takeaways
Adaptability is Crucial
Transitioning from contact centre roles in commercial sectors to emergency services requires the ability to leverage transferable skills.
Effective Communication
Emotional support and clear communication are vital when handling calls from individuals in vulnerable situations.
High-Pressure Environment
Emergency service call handlers work in a high-pressure setting that demands quick decision-making and teamwork.
Collegial Culture
The culture within emergency services emphasises reliance on colleagues and the importance of building relationships… Read more