Two 911 lines ring at the same time, and both think they're the
only call that matters. You work one, put the other on hold, and switch between them.
A caller left waiting, ringing or on hold, loses patience, escalates, and eventually
hangs up. The job is triage: take the one that can't wait first, keep both on the line,
and don't let the emergency walk out the door while you're talking to the other one.
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TRIAGE
Work the higher-priority line first. Nothing on screen says which
one it is: answer a line to hear the caller, and hold it if the other can't wait.
A life-or-in-progress call outranks a cold report.
HOLD & SWITCH
Put a line on hold to handle the other. A caller left ringing or on
hold loses patience. Watch the bar on each line.
DON'T LOSE THEM
Leave a line waiting too long and the caller escalates, then hangs
up. A dropped emergency is scored hard against you.