In what instance might an EMD provide crisis intervention instructions?

The scenario in which an EMD provides crisis intervention instructions is when a caller is experiencing a mental health crisis or is threatening self-harm. In such situations, it is crucial for the dispatcher to gather vital information while also offering immediate support to help stabilize the caller's emotional state. The EMD’s role is to assess the urgency of the situation, provide reassurance, and guide the caller through coping mechanisms until help arrives.

This intervention can include directing the caller to talk about their feelings, ensuring they are in a safe environment, or even connecting them with mental health resources based on the specifics of the crisis. The goal is to de-escalate the situation, promote safety, and ensure that appropriate resources are dispatched quickly.

In contrast, the other scenarios involve situations that do not directly warrant crisis intervention. Requesting information about emergency contacts does not require immediate emotional support. Reporting a medical emergency focuses on physical health issues, while a caller's anger about response times relates more to customer service than to crisis intervention.