Which quality is most important for PSTs in their interactions with callers?

Empathy and active listening skills are crucial for Public Safety Telecommunicators (PSTs) as they engage with callers in potentially high-stress situations. When individuals call 911, they often do so during moments of crisis or emergency, where emotions can run high. PSTs need to demonstrate empathy to help callers feel understood and supported. This can significantly impact the caller's comfort level, allowing them to provide essential information more effectively and fostering cooperation during the call.

Active listening is equally important as it ensures that the PST fully comprehends the situation being reported. By attentively listening and responding appropriately, PSTs can accurately assess the urgency and nature of the emergency, which is vital for dispatching the right resources promptly.

In contrast, while knowledge of emergency services is beneficial, it does not bring the same level of support to a caller in distress as empathy and listening do. Physical fitness, though important for emergency responders in physical roles, is not a primary requirement in the communication aspect of telecommunicating. Experience in law enforcement may provide useful insights, but the immediate need in a 911 call situation is to connect with the caller emotionally and gather information efficiently. Therefore, empathy and active listening skills stand out as the most important attributes for PSTs in