LifeLine 911
In a world where first responders face new challenges every day, LifeLine911 brings clarity, insight, and connection.
Hosted by Erica Roberts—an Emergency Communications veteran with over 20 years of frontline and training experience—this podcast dives into the issues, stories, and voices shaping the world of emergency response, with a special focus on dispatch and communications.
Whether you’re a seasoned professional or simply curious about how emergency services work, LifeLine911 offers engaging discussions, real-world stories, and answers to the questions you’ve always wanted to ask.
Have a question or want to share your story? Email us at LifeLine911Podcast@gmail.com to join the conversation.
LifeLine 911
Ep 20 - Active Listening
When a caller is on an emergency 911 line, there are sometimes only minuscule indicators of what is going on; sometimes the caller isn't able to speak freely, sometimes they may not even have the words to express what is going on. It is in these instances that the operator on the other end of the line must use their active listening skills in order to glean the true situation which is occurring on the other end of the phone. The same holds true for dispatchers, when units in the field may be standing next to someone they would rather not have overhear them asking for assistance. Join your hose Erica this week as she discusses how we can all do better at providing better active listening during calls.
