What does call screening involve?

Call screening involves systematically selecting, rejecting, or grouping calls to ensure that the most pressing or relevant communications are prioritized while managing the influx of calls effectively. This process is essential for emergency dispatchers and 911 call centers because it allows them to assess the urgency and nature of each call, ensuring that critical situations are handled promptly and appropriately.

Through call screening, operators can categorize calls based on specific criteria, such as the nature of the emergency or the required response, which aids in allocating resources and responding efficiently. This method enhances the management of incoming calls, ensuring that those in need of immediate assistance receive timely help while also allowing for less urgent calls to be addressed appropriately, maintaining an organized workflow in a high-pressure environment like emergency communications.