EMTC: Call Management 101

Case Study

Due: Week 5 – October 6, 2023

Purpose:
ü To listen and/or read about a variety of 911 calls to better understand some of the
dangers and pitfalls of the job
ü To analyze and evaluate how 911 calls are managed in order to provide the highest level
of care to the caller or patient

Process:
ü Research 911 calls that have gone wrong from the perspective of the communications
officer or communication service. Select one (1) call that you feel best demonstrates
how the call was mishandled and how the outcome could have been different
ü Summarize the article ensuring you address all the questions below

** Once you have selected a call, submit to Amanda via email for approval **

Presentation Methods: Chose one (1)

Written – Essay Format Slide Deck
- must be at least three (3) pages in length - must have at least 8 slides in the deck
Ø Font: Arial Ø Slide 1: Summary
Ø Font Size: 12pt Ø Slide 2-7: Questions
Ø Slide 8: Conclusion
- cover page, references or source material - pictures and graphics are acceptable
not included in page count however should be used as design details not
content
- all references and sources must be cited - all references and sources must be cited
- questions are not to be included in the body - questions can be included on the top of the
of the essay slide
- APA format - APA format

ALL ESSAYS AND SLIDE DECKS MUST BE SUBMITTED VIA EMAIL TO

Amanda.Barrowcliffe@Humber.ca BY THE BEGINNING OF CLASS ON October 6,
2023.

LATE SUBMISSIONS WILL BE SUBJECT TO A 5% DEDUCTION PER DAY

(INCLUDING WEEKENDS)

Questions:
1. What went wrong in the 911 call?
• What was the cause? Ex: person, equipment or training failure?
2. What happened as a result of the call being mismanaged?
• Did the victim die? Was someone terminated? Was a new policy implemented?
3. What do you think should have resulted? Why?
4. How can mistakes like this be prevented in the future?
5. What happens to our credibility and/or our organization’s credibility when calls like this are
showcased in the media?
6. What did you learn?
***Print the marking guide and attach it to the front of your assignment.