Bulletin 9, published in February 2010, covers call handling.
Issues featured in this bulletin include:
Relaying accurate information from callers;
Dealing with misrouted calls;
Dip-sampling 999 calls;
Dealing with hoax calls;
Grading calls;
Dealing with suicide threats;
Circulating details of missing persons;
Conducting risk assessments for high risk incidents;
Closing an incident;
Working patterns of mentors;
Requesting assistance from supervisors in the control room;
Dealing with suicidal callers;
Working with the ambulance service.