ROCHESTER, N.Y. – Staying calm is crucial for emergency dispatchers to effectively communicate and assess situations during crises.
At Rochester’s Emergency Communications Department, people in the academy class for dispatchers train and learn to maintain composure even when callers are panicked.
“We always say that people don’t call 911 on their best day,” Training Manager Chris Buss said. “They are calling 9-1-1 with an emergency because something very bad has happened to them. So it’s understandable that people are going to be, erratic, irrational, yelling at us. That’s all normal.”…