What should an EMD do if the caller becomes uncooperative or aggressive?

When a caller becomes uncooperative or aggressive, it is crucial for an Emergency Medical Dispatcher (EMD) to remain calm and maintain professionalism. This approach is essential for several reasons. First, staying composed helps to de-escalate the situation, as it demonstrates to the caller that the dispatcher is in control and can provide assistance despite the caller's emotional state.

Additionally, focusing on gathering vital information allows the EMD to assess the situation more effectively and dispatch necessary help without getting sidetracked by the caller's behavior. By prioritizing the collection of critical information—such as the nature of the emergency, the location, and any specific needs—dispatchers ensure that appropriate resources are alerted and that the caller's needs are addressed efficiently.

This method contrasts with other potential actions. Withdrawing from the conversation or refusing to assist could lead to worsening the situation and leaving the caller without the help they need. Escalating the call to a supervisor might be warranted in some cases, but it should not be the first response unless the dispatcher feels there is a significant threat to safety or that the situation is beyond their control. Remaining professional and focused on the task allows EMDs to fulfill their duty of care effectively, even in difficult circumstances.