Presentation Description: In the 9‐1‐1 center, we are often the first contact someone has with law enforcement and/or emergency medical services during or immediately following a traumatic event. The quality and tone of that first contact can influence not only the outcome of the call but also the caller's healing process and their impression of emergency services. This presentation seeks to introduce attendees to the prevalence and effects of trauma on our served communities, the benefits of a trauma‐informed approach, and examples of trauma‐sensitive call‐taking techniques. Do you have TACT?
At the culmination of this session, attendees will understand that trauma is often invisible at first glance; can and does effect people from every walk of life.
Attendees will be able to explain the benefits of a trauma-informed approach to call-taking for 9-1-1.
Attendees will leave with at least three call-taking techniques to engage callers with empathy and fairness.