What should an Emergency Telecommunicator (ETC) do if a caller becomes hysterical?

When dealing with a caller who is hysterical, an Emergency Telecommunicator should remain calm, provide reassurance, and use de-escalation techniques. This approach is essential because maintaining a calm demeanor can help to stabilize the caller's emotions, creating an environment in which they feel supported and safe. By offering reassurance, the telecommunicator can help the caller feel understood and less isolated in their distress.

Utilizing de-escalation techniques is key in these situations. These techniques may include active listening, validating the caller’s feelings, and using a soothing tone of voice to help guide the conversation. The goal is to reduce the caller's anxiety and facilitate clear communication, which is crucial for gathering necessary information and providing help during a crisis. Engaging with empathy helps to build rapport and can lead to better outcomes in emergency situations.

Other options would not effectively address the caller's emotional state or contribute to resolving the situation. For example, ignoring the caller would likely worsen their distress, transferring the call might not address the immediate need for support, and asking the caller to hang up is counterproductive and dismissive.