Call-Takers Guide
Learn how to properly serve as a Call Taker using RocketCAD!
This page was designed for usage by roleplaying communities and should not be used in any real-world situations. In the event of a real-world emergency, please dial 911.
Introduction
Below is a handy guide of leading questions to ask each caller when dispatching. RocketCAD is designed to support the flow of these questions (in these orders). All information you collect from these questions can be entered directly into the call details window and will be shared with responding units automatically when they're attached.
We recommend all communities use the new "v6 Menus", as they are the most up to date and support the many functions of a call taker. This guide was written with v6 in mind.
Law Enforcement / Public Assist Calls
When taking a standard law enforcement call, it's important that you know whether the call is in progress or not. The following questions are ordered from most to least important, however all 6 should be collected from every caller in one way or another.
What is the location of the emergency?
This is the most important piece of any call, as it allows you to send help in time crunches or where callers can't speak for too long
What is the emergency/reason for call?
Is/are the suspect(s) still on scene?
Are there/were there any weapons involved?
Can you describe the suspect(s)?
Race, Clothing, and Bodily Markings (Tattoos, birthmarks) are a great place to start
Can you describe their vehicle(s)?
Color, make and model are a great place to start
Would you like to leave a name and number?
You can enter in the Reporting Parties information directly into the call for responding units to use
(If applicable) Would you like to speak with officers?
As you're taking the call, the dispatcher is receiving all the information and real-time and can begin to dispatch the call for service whilst you gather more information. All responding units will be notified when their call is modified, ensuring they're staying up to date with rapidly changing situations.
After you have asked the caller the appropriate questions, you may need to provide them with tips on how to proceed and stay on the line with them until help arrives. Use your best judgement to provide them with the appropriate information to keep them safe until help arrives.
Scenario Specific Questions
Some situations may require additional questions to be asked to ensure that responding units have all the proper details for when they arrive on scene. Below are a few examples.
In the event the caller is potentially in imminent danger
Are you safe and out of danger?
Are you able to hide and lock the door?
In the event the caller is injured or with an injured party
Is the patient conscious and breathing?
Nature of patient's injuries?
How old is the patient?
For more, jump to Medical Department Calls
General Investigative Questions
How many shots did you hear?
How many people are involved?
Has anyone been drinking?
Fire Department Calls
The most common occurrence for Fire Departments is a fire of some type. In this case, it's important we collect exposure information to ensure that the fire is not actively spreading and the appropriate units are dispatched.
What is the location of the emergency?
This is the most important piece of any call, as it allows you to send help in time crunches or where callers can't speak for too long
What is the emergency/reason for call?
Are there any injuries?
Is everyone safe and out of danger?
If a fire is actively spreading, make sure that nearby homes and areas are evacuated
(If applicable) What type of building is involved?
For example, Small Home, Large Home, High Rise, Commercial Structure, etc.
Would you like to leave a name and number?
You can enter in the Reporting Parties information directly into the call for responding units to use
As you're taking the call, the dispatcher is receiving all the information and real-time and can begin to dispatch the call for service whilst you gather more information. All responding units will be notified when their call is modified, ensuring they're staying up to date with rapidly changing situations.
After you have asked the caller the appropriate questions, you may need to provide them with tips on how to proceed and stay on the line with them until help arrives. Use your best judgement to provide them with the appropriate information to keep them safe until help arrives.
Scenario Specific Questions
Some situations may require additional questions to be asked to ensure that responding units have all the proper details for when they arrive on scene. Below are a few examples.
In the event the caller is potentially in imminent danger
Are you safe and out of danger?
Are you able to hide and lock the door?
In the event the caller is injured or with an injured party
Is the patient conscious and breathing?
Nature of patient's injuries?
How old is the patient?
For more, jump to Medical Department Calls
General Investigative Questions
Are there any road obstructions?
Medical Department Calls
Medical Calls the one of the most common calls handled in a call-taker's shift. While many are relatively minor cases for technicians to handle, it's important you collect as much information as possible to ensure that the responding units are able to treat the patient appropriately.
What is the location of the emergency?
This is the most important piece of any call, as it allows you to send help in time crunches or where callers can't speak for too long
What is the emergency/reason for call?
Is the patient conscious and breathing?
What is the nature of the patient's injuries?
How old is the patient?
Does the patient have any prior medical history?
While the caller may not know this information, if you collect the name of the patient, you can search up all prior patient care reports from the person database!
Would you like to leave a name and number?
You can enter in the Reporting Parties information directly into the call for responding units to use
As you're taking the call, the dispatcher is receiving all the information and real-time and can begin to dispatch the call for service whilst you gather more information. All responding units will be notified when their call is modified, ensuring they're staying up to date with rapidly changing situations.
After you have asked the caller the appropriate questions, you may need to provide them with tips on how to proceed and stay on the line with them until help arrives. Use your best judgement to provide them with the appropriate information to keep them safe until help arrives.
Scenario Specific Questions
Some situations may require additional questions to be asked to ensure that responding units have all the proper details for when they arrive on scene. Below are a few examples.
In the event the caller is potentially in imminent danger
Are you safe and out of danger?
Are you able to hide and lock the door?
General Investigative Questions
Are there any pets in the house?
Are the doors unlocked?
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