Some of the most critical calls are the ones with the least verbal information. Participants will learn to identify indicators of silent or fearful callers and of open-line calls where the caller cannot or will not speak due to imminent danger. Emphasis is placed on the use of yes/no questions, timed silent prompts, tapping, or DTMF signaling.
For third-party callers, structured information gathering, evaluation of information reliability, and the need for policies and procedures to perform safe callbacks to the victim or patient are discussed.