911 Dispatcher Training - Coaching Mode

911 Dispatcher Training Exercise

Interactive Role-Play with Real-Time Coaching

🎓 COACHING MODE

🎯 What is Coaching Mode?

This is a special learning-focused version of the training scenario. Unlike practice mode, the avatar will provide real-time coaching feedback after each of your responses.

How it works:

  1. Avatar speaks as the distressed caller
  2. You respond as the dispatcher
  3. Avatar switches to coach mode - provides 1-2 sentences of feedback
  4. Avatar returns to caller role and continues the scenario
  5. This pattern repeats throughout the call
AVATAR (Caller): "Help! My mother fell and can't get up!"

YOU (Dispatcher): "What's your address?"

AVATAR (Coach): "Perfect! Location is always the first priority. Help is being dispatched now. Let me answer that..."

AVATAR (Caller): "847 Maple Ridge Drive in Oakmont!"

YOU: "Is your mother conscious?"

AVATAR (Coach): "Excellent - confirming consciousness is critical for patient assessment."

AVATAR (Caller): "Yes, she's awake, but she seems confused."

Best for: Initial learning, skill development, building confidence, self-directed practice

Next step: After 3-5 coaching sessions, try the Practice Mode for realistic simulation without feedback

Welcome to Your Training Exercise

You are about to participate in an interactive 911 dispatcher training simulation with built-in coaching. This avatar will role-play as a caller experiencing an emergency AND provide you with immediate feedback on your responses. Your job is to handle the call professionally while learning from the real-time coaching.

Your Role: You are the 911 DISPATCHER receiving the emergency call.
Avatar's Dual Role: The avatar plays both the CALLER (reporting an emergency) and a COACH (providing feedback on your performance).

The caller (avatar) will initiate the conversation asking for help. You respond as the professional dispatcher. After each response, you'll receive brief coaching feedback before the scenario continues.

Scenario Brief

Emergency Type: Medical Emergency - Fall Injury

Caller Profile: Adult daughter calling about her elderly mother

Complexity Level: Intermediate

Expected Duration: 8-12 minutes (longer than practice mode due to coaching)

Situation: You will receive a call from a distressed woman whose elderly mother has fallen and cannot get up. The caller is worried and may be speaking quickly. Your goal is to gather critical information, assess the situation, and provide appropriate pre-arrival instructions - while receiving coaching guidance throughout.

Your Learning Objectives

By the end of this exercise, you should be able to:

  • Obtain complete and accurate location information quickly
  • Assess patient consciousness and breathing status
  • Gather essential medical history and current condition details
  • Provide appropriate pre-arrival instructions to the caller
  • Manage caller anxiety while maintaining control of the call
  • Follow standard 911 call-taking protocols
  • Document key information throughout the call
  • Remain calm and professional under pressure
  • Learn from real-time feedback to improve your technique

How to Use This Training

Before You Begin

Review Your Protocols Have your standard operating procedures available
Prepare Your Workspace Have pen/paper or CAD system ready for documentation
Check Your Audio Ensure your microphone is working properly
Embrace the Feedback Be open to coaching - it's designed to help you improve

During the Exercise

Start the Conversation:

  • Click the avatar to begin the call
  • Allow your microphone when prompted
  • The caller will initiate the emergency call
  • Respond as you would in a real dispatch situation

Expect Coaching Feedback:

  • After each response, the avatar will briefly switch to coach mode
  • Coaching will be 1-2 sentences pointing out what you did well or could improve
  • Then the avatar immediately returns to caller mode
  • Don't worry about perfection - the coaching helps you learn
  • The feedback is constructive and encouraging, not critical

Key Actions to Take:

  • Speak clearly and at a moderate pace
  • Ask questions methodically
  • Listen to both the caller AND the coaching feedback
  • Provide clear, simple instructions
  • Apply the coaching tips as the call progresses
Important Reminders:
  • The coaching feedback is part of the training - not an interruption
  • Focus on learning, not on being perfect
  • The avatar will reference dispatcher best practices in feedback
  • You can retry this scenario multiple times to improve

After the Exercise

  1. Review your performance against the assessment checklist below
  2. Note the coaching feedback you received - what patterns did you notice?
  3. Identify 2-3 specific areas to focus on in your next practice session
  4. After 3-5 coaching sessions, try the Practice Mode version (no coaching)

Self-Assessment Checklist

Use this checklist to evaluate your performance (the avatar will also coach on these areas):

Critical Information Gathering

  • Obtained complete address within first 30 seconds
  • Confirmed city/jurisdiction
  • Asked about cross streets or landmarks
  • Verified callback number

Patient Assessment

  • Confirmed patient is conscious
  • Confirmed patient is breathing
  • Asked about visible injuries
  • Inquired about pain level/location
  • Asked about medical history
  • Asked about current medications

Call Management

  • Remained calm and professional throughout
  • Spoke clearly and at appropriate pace
  • Used reassuring language to manage caller anxiety
  • Maintained control of the conversation
  • Asked follow-up questions as needed
  • Avoided medical jargon

Pre-Arrival Instructions

  • Advised not to move the patient (unless necessary for safety)
  • Provided appropriate comfort measures
  • Gave clear, step-by-step instructions
  • Confirmed caller understood instructions
  • Stayed on line until EMS arrived

Learning from Coaching

  • Applied coaching feedback during the call
  • Noticed improvement as the call progressed
  • Understood the reasoning behind best practices
  • Identified specific areas for continued practice

Tips for Success

The avatar will coach you on these points:

DO:

  • Start with location information immediately
  • Use open-ended questions to gather information ("Tell me exactly what happened")
  • Use closed-ended questions for specific details ("Is she breathing?")
  • Repeat back critical information to confirm accuracy
  • Use a calm, confident tone even if caller is panicked
  • Give one instruction at a time
  • Acknowledge the caller's concerns ("I understand you're worried")

DON'T:

  • Rush through questions - accuracy is more important than speed
  • Use technical medical terms the caller won't understand
  • Make promises about response times
  • Diagnose the patient's condition
  • Let the caller's anxiety affect your composure
  • End the call before EMS arrives (unless instructed by protocol)

Ready to Begin?

When you're ready to start your coaching session:

  1. Review the tips and checklist above
  2. Have your documentation materials ready
  3. Remember: this is about learning, not perfection
  4. Scroll down to the interactive avatar
  5. Click to begin - the avatar will guide you

Remember: The coaching feedback is here to help you improve. Embrace it and apply what you learn!

🎓 Interactive Coaching Session

Coaching Mode Active: The avatar will provide feedback after each of your responses. Listen for coaching tips between caller statements.
Technical Note: Click on the avatar to begin. You will need to allow microphone access in your browser when prompted. Expect the avatar to alternate between caller mode and coach mode throughout the session.

Post-Session Reflection

After completing the coaching session, reflect on these questions:

  1. What coaching feedback was most helpful to you?
  2. Which dispatcher skills did you perform well?
  3. What areas did the coach suggest you improve?
  4. Did you notice improvement during the call as you applied feedback?
  5. What 2-3 specific skills will you focus on in your next practice?
  6. Are you ready to try Practice Mode (without coaching), or do you want more coaching sessions?
  7. How confident do you feel handling this type of call now?

Next Steps

  • Repeat this coaching session 2-4 more times to build confidence
  • Transition to Practice Mode for realistic simulation without coaching feedback
  • Review: Standard Operating Procedures for Medical Emergencies
  • Reference: Pre-Arrival Instruction Guidelines
  • Review: EMD (Emergency Medical Dispatch) Protocols
  • Practice: Additional scenarios available in course library

Great job taking the first step!

Remember: Every expert dispatcher started as a beginner. The coaching feedback is here to accelerate your learning. Practice makes progress!