What should an EMD say to a caller asking about the ETA of responders?

When a caller inquires about the estimated time of arrival (ETA) of responders, the best practice for an Emergency Medical Dispatcher (EMD) is to provide an estimated time based on protocol while assuring the caller that help is on the way. This approach is effective for several reasons.

Firstly, providing an estimated time based on protocol helps set appropriate expectations. Callers often feel anxious and uncertain during emergencies, so having a sense of when responders will arrive can offer some comfort and reassurance. It demonstrates that the EMD is engaged and actively working to assist them.

Secondly, communicating that help is on the way reinforces the idea that the situation is being actively managed. It alleviates some of the stress and worry that the caller may experience, knowing that trained professionals are en route to help them.

Overall, this response balances the need for transparency with the urgency of the situation. It acknowledges their concern without leaving them in the dark, which is crucial in high-stress scenarios.