What should PSTs prioritize when prioritizing 911 calls?

When prioritizing 911 calls, Public Safety Telecommunicators (PSTs) should focus on the nature and severity of the emergency. This is crucial because the urgency of an emergency situation directly impacts response times and resource allocation. For instance, a call involving a violent crime in progress would take precedence over a report of a lost pet. By assessing the nature and severity, PSTs can effectively determine which incidents may pose a more immediate threat to life or property, ensuring that critical situations receive prompt attention.

While factors such as the caller’s location, duration of the call, and previous call histories can provide context and assist in managing the situation, they do not have the same direct impact on the urgency of the response as the nature and severity of the emergency itself. This prioritization process is vital in emergency services, ensuring that the most serious incidents are dealt with as quickly as possible, ultimately saving lives and protecting the community.