What is one critical error that PSTs must avoid during emergency calls?

One critical error that Public Safety Telecommunicators (PSTs) must avoid is assuming details without clarifying information from the caller. This is crucial because each emergency situation is unique, and making assumptions can lead to miscommunication and set responses on an incorrect path. Clarification is necessary to ensure that the response teams are dispatched appropriately based on accurate and specific information.

Failing to validate details can result in misunderstandings about the nature of the emergency, the location, or the urgency, potentially putting lives at risk or delaying help. All responses must be based on confirmed information from the caller to ensure the most accurate and effective response. This practice also helps build rapport with the caller, making them feel heard and involved in the process.