When a citizen is not satisfied with your answer as a 9-1-1 Operator, Communications Bureau policy states that the call will be transferred to

When a citizen is not satisfied with your answer as a 9-1-1 Operator, Communications Bureau policy states that the call will be transferred to

• A. Escalated to an on-duty supervisor
• B. Transferred to an on-duty supervisor
• C. Transferred to another agency
• D. No action taken

Answer: (B)

When a caller isn’t satisfied with your response, the policy requires transferring the call to an on-duty supervisor. This ensures the caller has access to higher-level review and clarification from someone who can re-examine the situation, verify details, and provide a fuller explanation or alternative options. The supervisor can address concerns, document the interaction, and ensure proper handling and accountability. Transferring to another agency would be outside the internal process, and taking no action wouldn’t resolve the caller’s dissatisfaction.

When a caller isn’t satisfied with your response, the policy requires transferring the call to an on-duty supervisor. This ensures the caller has access to higher-level review and clarification from someone who can re-examine the situation, verify details, and provide a fuller explanation or alternative options. The supervisor can address concerns, document the interaction, and ensure proper handling and accountability. Transferring to another agency would be outside the internal process, and taking no action wouldn’t resolve the caller’s dissatisfaction.