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 for effective coordination and support.
Call Triaging Methodologies
The process of triaging calls involves distinct methodologies, such as the Thrive framework in policing and NHS pathways for health services.
Balancing Speed and Quality
A balance between speed of response and quality of contact is essential for service delivery in emergency situations.
Monitoring Rep...

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