What is a potential outcome of effective active listening by a PST?

Effective active listening by a Public Safety Telecommunicator (PST) is crucial in both emergency and non-emergency situations. One of the primary benefits of this skill is that it significantly improves the accuracy of information gathered during a call. When a PST actively listens, they are able to fully understand the nuances of what the caller is communicating. This involves not only hearing the words being said but also paying attention to tone, urgency, and emotional cues.

By clarifying details, asking relevant follow-up questions, and paraphrasing what the caller has said, a PST can capture essential information. This accuracy is vital when relaying information to first responders or dispatching appropriate resources. With precise details, responders can assess the situation more effectively and take the right actions based on the information provided.

While reduced call times, increased caller satisfaction, and fewer calls requiring intervention are all valuable outcomes, the paramount goal is to ensure that the information gathered is clear and accurate, enabling a more effective response to the situation at hand.