Should telecommunicators reassure callers that response units will arrive quickly?

In emergency communication, telecommunicators play a critical role in managing calls and providing support while response units are on their way. It is important to recognize that providing specific promises or guarantees about response times can lead to increased anxiety for the caller, especially if circumstances change or delays occur.

Reassuring callers that help is on the way is essential, but it's more effective to express that responders are on their way without quantifying how quickly they will arrive. Uncertainties such as traffic, distance, and the availability of units may affect response times. Thus, stating that units will arrive quickly can set unrealistic expectations, leading to potential dissatisfaction or panic if they do not arrive as quickly as implied.

By allowing the situation to unfold naturally and maintaining open communication, telecommunicators can provide reassurance and keep callers calm without creating false expectations. This approach helps manage the emotional state of the caller while ensuring they focus on the situation at hand.