Nicole Stankovic, Camille Fogel, Hendrika Meischke, Magaly Ramirez, Angelica Loza-Gomez, Anne M Turner, Mei Po Yip
{"title":"What Is the Address of Your Emergency? Navigating Language Barriers in 911 Calls with Mandarin-Speaking Callers.","authors":"Nicole Stankovic, Camille Fogel, Hendrika Meischke, Magaly Ramirez, Angelica Loza-Gomez, Anne M Turner, Mei Po Yip","doi":"","DOIUrl":"","url":null,"abstract":"<p><strong>Introduction: </strong>Language barriers during emergency calls can delay the delivery of care and jeopardize health outcomes for individuals with limited English proficiency (LEP). This study examines how Mandarin-speaking LEP callers and 911 Public Safety Telecommunicators (PSTs) navigate the critical task of address acquisition during medical emergencies.</p><p><strong>Methods: </strong>Using Conversation Analysis, we analyzed nine 911 calls in which callers were later connected to an interpreter only after providing their location.</p><p><strong>Results: </strong>Our study revealed common communication challenges, including delayed responses to open-ended prompts, difficulty articulating addresses under stress, and limited use of clarification strategies by callers. PSTs often employed directive questioning, repeated prompts, and confirmation sequences to manage the conversation and ensure information accuracy.</p><p><strong>Conclusions: </strong>Our study demonstrates that despite institutional access to interpreter services, delayed utilization prolonged key interactions and potentially compromised response times. Findings underscore the need for PST training in LEP-specific communication strategies and the development of multilingual public education tools. Improving the timing of interpreter engagement and supporting callers through culturally responsive communication may enhance the efficiency and equity of emergency response systems.</p>","PeriodicalId":91837,"journal":{"name":"Annals of emergency dispatch & response","volume":"13 2","pages":"4-12"},"PeriodicalIF":0.0,"publicationDate":"2026-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC13001640/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"147500981","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Daniel M Wako, Joel Montgomery, Lise D Martel, John Neatherlin
{"title":"Informal Convergence at Major Emergency Incidents in Kenya.","authors":"Daniel M Wako, Joel Montgomery, Lise D Martel, John Neatherlin","doi":"","DOIUrl":"","url":null,"abstract":"<p><p>\"Convergence behavior\" is the informal, spontaneous movement of people, messages, and supplies toward a major emergency incident area. This form of movement brings needed aid to many victims, but at the same time the resultant congestion makes organization and control of the rescue and relief efforts more difficult. Whenever a major emergency incident occurs in Kenya, typically a huge crowd of sightseers and personnel converge at the scene. This report provides a review of informal convergence behavior in Kenya during major emergency incidents over the last 15 years (1998-2013) and some of the risks that have been associated with this phenomenon. It also provides some recommendations that have been successfully implemented in other countries, as well as in rare instances in Kenya, to control informal convergence behavior.</p>","PeriodicalId":91837,"journal":{"name":"Annals of emergency dispatch & response","volume":"2 2","pages":"4-8"},"PeriodicalIF":0.0,"publicationDate":"2014-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5510235/pdf/nihms861601.pdf","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"35175290","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}