Actually, I have worked with panicking patients. A touch of the hand, a calm voice, stopping in the chaos that is going on around them for just that moment is much more successful than what this operator did.
The biggest mistake that escalated the panic the girl was experiencing is: we will send a car when we get one free. Really? Even if that is the situation/reality, never tell the caller that. If I was panicking for my life, that would send me over the edge.
I’ll never understand why people think emotion is more valuable than action. To me, it is exactly the difference between liberals and conservatives. Overcoming the temptation to do what feels good vs doing what is right.
Well, like all phone-workers, I’m sure the 911-operator has rules to follow and people listening in. The fact that there could be a wait for a car was just a fact, and personally, I’d rather know the truth than be “comforted” by a voice on the phone with no facts being told.