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Update the message around emergency determination to help us to be more supportive

Mike Dunningerrequested to merge
mdunninger-emergency-2b-or-not-2b into main

Why is this change being made?

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In many emergency situations we are working hard to prove that the customer's emergency request doesn't qualify for emergency service. In those moments we are failing to support our customers and we are using up valuable time. And we are delivering message to our customers that are cold and absent of empathy and understanding. We need to change our mindset so that we are making better decisions about emergency requests and so that we are delivering a much better experience to our customers during those first 30 minutes.

This MR presents some changes to the How to Perform Customer Emergencies Duties page in the Handbook that are intended to give customer-centric guidance that will help us to serve our customers better.

Author and Reviewer Checklist

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  • Provided a concise title for this Merge Request (MR)
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Commits

  • Update the message around emergency determination

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