A police call-handler training programme includes a simulated emergency call. Trainees must obtain a location, identify the hazard and reassure the caller. ...
Question 1 Report
A police call-handler training programme includes a simulated emergency call. Trainees must obtain a location, identify the hazard and reassure the caller. Independent assessors rate recordings using a checklist.
(a) Name two items that could appear on the assessors' checklist. [2]
(b) Describe how inter-rater reliability could be checked. [3]
(c) Evaluate why reliable ratings alone would not prove that the trainees communicate effectively with real callers. [4]
Answer Details
(a) Any two from: asks for the caller's location [1]; identifies the hazard [1]; uses calm or reassuring language [1]; avoids jargon [1]; checks the caller has understood instructions [1]. (b) Two or more assessors rate the same recordings independently [1]; compare their checklist scores or categories [1]; high agreement indicates high inter-rater reliability [1]. (c) Reliable ratings mean assessors are consistent [1]; they do not guarantee the checklist measures real communication effectiveness, so validity may be low [1]; simulated callers may behave differently from distressed real callers [1]; real emergencies include unpredictable noise, fear and incomplete information [1]; successful communication should also be linked to appropriate outcomes, such as correct emergency response [1].
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