911 Dispatcher Training - Fall Injury Scenario

911 Dispatcher Training Exercise

Interactive Role-Play Scenario

Welcome to Your Training Exercise

You are about to participate in a realistic 911 dispatcher training simulation. This interactive avatar will role-play as a caller experiencing an emergency situation. Your job is to handle the call professionally using proper dispatch protocols.

Your Role: You are the 911 DISPATCHER receiving the emergency call.
Avatar's Role: The avatar is the CALLER reporting an emergency and asking for help.

The caller (avatar) will initiate the conversation asking for help. You respond as the professional dispatcher who asks questions, gathers information, and provides instructions.

Scenario Brief

Emergency Type: Medical Emergency - Fall Injury

Caller Profile: Adult daughter calling about her elderly mother

Complexity Level: Intermediate

Expected Duration: 5-8 minutes

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.

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

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
Set Expectations This will feel like a real call - stay in character as a dispatcher

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

Key Actions to Take:

  • Speak clearly and at a moderate pace
  • Ask questions methodically
  • Listen carefully to responses
  • Provide clear, simple instructions
  • Stay on the line until EMS arrival
Important Reminders:
  • The avatar is an AI simulation - it will respond naturally to your questions
  • If you need clarification, ask questions as you would with a real caller
  • The caller may be anxious - use your de-escalation skills
  • Focus on the critical information first (location, consciousness, breathing)

After the Exercise

  1. Review your performance against the assessment checklist below
  2. Note what went well and what could be improved
  3. Consider retaking the scenario to practice different approaches
  4. Discuss your experience with your trainer or peers

Assessment Checklist

Use this checklist to evaluate your performance:

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

Documentation

  • Would have captured all critical information in CAD
  • Noted key details about patient condition
  • Documented caller's actions before 911 call

Tips for Success

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)

Common Challenges in This Scenario

Be prepared to handle:

  1. Caller Anxiety: The caller is worried about her mother and may speak quickly or provide information out of order
  2. Medical Uncertainty: The caller is not medically trained and may not know certain information
  3. Movement Questions: The caller may ask if she should move the patient - follow your protocol
  4. Response Time Concerns: The caller will likely ask how long until help arrives
  5. Multiple Symptoms: You'll need to prioritize which information to gather first

Ready to Begin?

When you're ready to start your training exercise:

  1. Review the checklist above
  2. Have your documentation materials ready
  3. Take a deep breath and focus
  4. Scroll down to the interactive avatar
  5. Click to begin the call

Remember: This is a safe training environment. You can repeat this scenario as many times as needed to build your confidence and skills.

🎯 Interactive Training Scenario

Technical Note: Click on the avatar to begin. You will need to allow microphone access in your browser when prompted.

Debriefing Questions (Complete After Exercise)

Reflect on these questions after completing the scenario:

  1. What did you do well during this call?
  2. What would you do differently if you took the same call again?
  3. How effectively did you manage the caller's anxiety?
  4. Did you gather all critical information in a logical order?
  5. Were your pre-arrival instructions clear and appropriate?
  6. How confident did you feel during the call?
  7. What specific skills do you want to practice more?

Additional Resources

  • 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

Good luck with your training!

Remember: The goal is not perfection, but continuous improvement. Each call you handle - whether real or simulated - helps you become a better dispatcher.