Crisis Intervention Techniques & Call Handling Procedures for PST

Public Safety Telecommunicators (PSTs) are typically the first layer of response to crisis-based calls and can serve as the initial layer of de-escalation attempts. PST’s must manage a wide range of emergency calls, often involving a variety of behavioral health disorders and conditions. Throughout Emergency Communications Centers there is a demand for skills associated with handling such calls in an appropriate, calming, and professional manner. To reflect the requests and needs for such improvement, APCO has published this standard, which provides a fundamental tool for PSTs. In practice, this standard is written to provide fundamental strategies and responsibilities for the agency, a brief understanding of behavioral health, PST responsibilities, and stress management for the PST. This standard provides procedures and techniques for improved responses for PSTs while handling a call involving a person in crisis.