Modeling 9-1-1 calls.  Three fire-trapped calls from three areas in the USA – about 20 minutes.  Use in your call taking class for fire calls.  What worked, what was not said. The scripted calls are followed by best practices for handling FIRE call taking people trapped.  Listen then mark off every tool the dispatchers in the video used, and what might have been used but wasn’t.  Ah ha critical thinking in action. Should every 911 call taker use the same phrases in the same situations?  What are they?