Florida 911 Public Safety Telecommunicator (PST) Practice Exam

What should a PST prioritize in a high-stress call situation?

1. Calming the caller

2. Collecting all information

3. Resolving the situation as quickly as possible

4. Listening to other calls

The correct answer is: Resolving the situation as quickly as possible

In a high-stress call situation, prioritizing the resolution of the situation as quickly as possible is essential for several reasons. Time is often critical in emergency scenarios, where delays can lead to worsening conditions for the caller or victims involved. By focusing on resolving the situation swiftly, the telecommunicator can facilitate a timely response from emergency services, which is crucial in high-stress environments where every second counts. While calming the caller, collecting information, and listening to other calls are important aspects of a PST's role, the primary goal in these urgent scenarios is to ensure that help is dispatched without unnecessary delay. This emphasis on resolution not only addresses the immediate crisis but also provides reassurance to the caller that assistance is on the way, which can mitigate their stress and anxiety during the call.