When is it crucial to keep the caller on the phone during a call?

Maintaining communication with the caller during incidents involving crimes in progress is vital for several reasons. Firstly, staying on the line allows the dispatcher to provide real-time guidance to the caller, ensuring they can follow safety protocols while the incident unfolds. This might include instructing them to find a safe location or advising them on how to de-escalate the situation if possible.

Additionally, keeping the caller on the phone enables the dispatcher to gather crucial information that could aid law enforcement's response, such as identifying suspects, describing the situation, or capturing evolving details that could be critical for officers arriving at the scene. This continuous flow of information enhances situational awareness for responding units and can lead to quicker resolutions.

In contrast, minor inquiries or non-emergency calls do not typically require the same level of urgency or prolonged engagement. Once the situation is resolved, though it is beneficial to confirm resolution or to gather feedback, the immediate focus is generally shifted away from maintaining that line of communication, especially if the information exchange is no longer pertinent.