During a crisis, what challenge do telecommunicators face with callers?

In a crisis situation, telecommunicators often encounter a significant challenge in providing concise and accurate information. The nature of a crisis can lead to high-stress levels for both the callers and the responders, which may result in chaotic or incomplete communication. Telecommunicators must sift through potentially overwhelming amounts of information shared by callers, who might be panicked, distraught, or confused. This requires them to quickly assess the situation while also maintaining clarity in their communication.

Providing accurate information is crucial because the success of the response depends on the quality of the information relayed to emergency personnel. Conciseness is also essential since time is of the essence during emergencies, and telecommunicators need to relay necessary details without digressing. This challenge is compounded with the emotional state of callers, who may not articulate their needs clearly or may omit critical information in their distress. Therefore, the ability to effectively manage this communication under pressure is a core competency for telecommunicators during crises.