Everything on the Line

In this comprehensive guidebook, Ellis Amdur, with over 120 years of combined experience from consultants, equips emergency dispatch professionals with essential strategies to ensure the safety of first responders and callers amidst verbal violence. The book covers preparation for calls from emotionally disturbed individuals and outlines techniques for threat assessment to inform responders of potential risks. It emphasizes maintaining personal integrity and calm through specific breathing methods, while detailing interactions with various types of callers, including those who are suicidal or aggressive, and providing effective de-escalation tactics tailored to different scenarios.