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Suicidal 9-1-1 Caller Saved with Total Response

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A story posted online by The New Haven Register on March 25th praised the efforts of Angela Watley, a veteran 9-1-1 Call Handler with twenty years of experience, who was successful in talking a suicidal caller out of taking his own life.

Suicidal callers are rare, but when they call, 9-1-1 Call Handlers can have an amazing impact. In such moments, training and flexibility are key. Ms. Watley, who is certified through PowerPhone and uses the company’s Total Response system (as does the rest of the New Haven, Connecticut, 9-1-1 Center) did an excellent job handling this call.

From the Register’s article:

“Watley relied on her training, which over the years has become like muscle memory. Dispatchers have cheat sheets at their disposal [call handling protocols], listing a step-by-step guide for any emergency, from domestic disturbances to vehicle fires, burglaries to an active shooter. To hear Watley describe it, handling a situation like this was more art than science. She hit all the steps in the guide, albeit in a different order.”

To read the entire article from the New Haven Register, click here.

- People, Places & Things/ (via Powerphone, 4/7/16)





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