The text, Call Processing for Public Safety Communicators supports training for people entering the emergency communications call taking field, promoting successful integration into public safety and related industries, using both manual and automated systems. This text provides a foundation in the technical language used in this industry, basic call taking, and how communication agencies function. It contains a glossary of terms used in industry, as well as a number of techniques for effective call taking. There is information regarding the call assessment model, questioning techniques, as well as the prioritization and management of emergency calls. This Canadian textbook is part of the Public Safety Communications program at Kwantlen Polytechnic University.
