CASLC Seminar: Heidi Kevoe-Feldman

CASLC Seminar
Type	Seminar or talk
Categories (tags)	CA, CASLC, emergency calls
Dates	2024/11/04 - 2024/11/14
Link	https://sites.google.com/york.ac.uk/caslc
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Abstract due
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Final version due
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Tweet	Dr Heidi Kevoe-Feldman will give a CASLC seminar on The arc of the emergency call: Finding human-agency and actions that shape police outcomes (14 November). To register, visit: https://sites.google.com/york.ac.uk/caslc
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CASLC Seminar by Heidi Kevoe-Feldman, The arc of the emergency call: Finding human-agency and actions that shape police outcomes.:

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The Centre for Advanced Studies in Language & Communication (CASLC) at the University of York is delighted to present a talk by Dr. Heidi Kevoe-Feldman (Northeastern University), entitled, The arc of the emergency call: Finding human-agency and actions that shape police outcomes.

Date: Thursday 14th November 2024 Time: 2.00pm-3.30pm (UK time) Place: Zoom. To register for a zoom link, please visit: https://sites.google.com/york.ac.uk/caslc

Abstract The emergency call is the first step in a larger process of requesting and sending help. That is, the caller’s request ends with a promise of fulfilment, projecting additional steps beyond the initial emergency call. In this talk, I open the domain of emergency call research by considering the next two steps in request fulfilment, dispatching first responders to the emergency, and the officer’s report back to the agency which concludes the activity. Through a series of projects using conversation analysis, I show how interactions between emergency dispatchers (9-1-1) and their callers shape police action in the field, and how findings are incorporated into training, policy making, and improving communication between call takers and first-responders.

Speaker biography Heidi Kevoe-Feldman, EMD is an Associate Professor in the Communication Studies Department at Northeastern University in Boston, MA. Her research focuses on language and interaction practices in emergency communication settings, specifically examining low-frequency, high-impact calls involving mental health callers and emergency medical cases. She focuses on how call takers manage interactional problems such as caller resistance, emotional outbursts, and unexpected medical emergencies that block or delay the timely provision of service. Her research forms the basis of evidence-based training that contributes to policy change on caller management practices and enhanced quality assurance for emergency communication management. Dr. Feldman regularly shadows dispatchers in the call centers, and received her certification as a telecommunicator, emergency medical dispatcher, and crisis negotiator for telecommunicators.

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