How should PSTs respond to calls involving mental health crises?

Public Safety Telecommunicators (PSTs) should respond to calls involving mental health crises by using active listening and providing appropriate referrals for help. This approach is essential because it prioritizes the emotional well-being of the caller and demonstrates empathy, which can significantly help de-escalate a potentially volatile situation. Active listening allows the PST to fully understand the caller's circumstances, feelings, and needs, fostering a sense of safety and support.

Moreover, providing appropriate referrals ensures that the caller receives the specialized assistance they may require, directing them to mental health professionals or crisis intervention services that can offer immediate and long-term help. This practice acknowledges that mental health issues are complex and often require targeted intervention beyond what a telecommunicator can provide.

In contrast, transferring the call to law enforcement immediately might not always be the best first step, as it's important to assess the situation and gather information that can inform the appropriate response. Offering medical advice is also not within the scope of a PST's responsibilities, as they are not trained medical professionals. Ignoring the emotional aspect of the call and focusing solely on logistics disregards the urgent needs of someone in crisis and can lead to a breakdown in communication, further escalating the situation. Thus, the selected response aligns with best practices