What should an ETC do if they encounter a language barrier with a caller?

Using translation services to facilitate communication is the most effective response when an ETC encounters a language barrier with a caller. Translation services can provide immediate and accurate interpretation, ensuring that critical information is correctly understood and relayed. This is crucial in emergency situations where misunderstandings can lead to severe consequences. Employing trained interpreters, either through phone or in-person services, helps maintain the clarity and efficiency of the communication process, leading to better outcomes for the caller and more effective emergency response.

In contrast, asking the caller to repeat their question slowly may not help if they do not speak the same language. Referring them to another department could delay the response to their emergency, which is not ideal in high-pressure situations. Assuming what the caller is trying to say poses significant risks, as it can lead to incorrect information being provided, potentially endangering lives or causing misunderstandings that complicate the situation further.