Can 9-1-1 Telecommunicators actually do two things at once?

Question

Ok...I work in a 9-1-1 center. I am constantly being yelled at by callers because they think I am not sending them help. For instance this morning, I picked up the phone to a screaming woman who's husband was having trouble breathing. I was trying to find out information on him, when he quit breathing. But every question I asked, was answered by my caller "JUST GET ME SOME DAMN HELP!" What does the public think? Do they think I am just asking these questions cause I am bored and want to carry on a conversation? Maybe I was asking these questions so I could HELP her to help him. The whole time my partner was getting the help on the way. My caller refused to do CPR on husband even though I was trying to tell her how. It only took 5 minutes from the time she picked up the phone to the time a fireman was doing CPR on her husband. But somehow about 75% percent of callers think we are not sending them help until we hang up the phone. Why is that?

Yes I understand...I probably told her 5 times that help was already on the way, and that I was going to talk her through CPR until the help could arrive. This didn't change her attitude a bit. She just kept refusing to help.

Answer 1

I've never had to call 911 (luckily) but I can imagine I'd be under immense pressure (as are you). The basic fact is, when I'm sane and not freaking out about my relative or friend not breathing, I understand that without you, they would more than likely die. So I'm sure they are thankful to you, whether or not they realize it at the time.

Answer 2

You should be able to do more than one thing at a time.Working in a 911 dispatch center can be very stressful. Most services teach you ways of calming down the person on the phone(it doesn't work on everyone). When you are trying to get help for your loved one you don't always think in your right frame of mind and think you aren't helping them by asking questions and don't want to hear any explanations. The public is educated with so many different things regarding 911 but some are overlooked.

Answer 3

That is what comes as part of your job. Imagine being a Paramedic and losing a patient in front of their family despite your best efforts and training.

If you can't handle it, you are in the wrong career.

Answer 4

maybe because they think there is only one person... and dont know about the second one making the call.. maybe if you say my partner has called the emergency service, they will be there ASAP.. i would like to help you with your problem and then explain/ask what they should do... or whateva... you get what im saying.