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During a mass shooting, the ECC will be overwhelmed with calls. There will be calls from persons involved in the incident, friends and family of those affected, and potentially the shooter. The telecommunicator must process calls quickly to obtain as much information as possible.
Everyone knows the most crucial piece of information in any call is the location. For mass shootings, this means more than just the location of the incident. Responders need to know the exact location of the shooter. Obtain location within locations. If the caller indicates the shooter is in the breakroom, ask where the breakroom is inside the building. An updated location of the shooter is also essential. As officers enter the location, they need to know where the shooter is in the building. To obtain this information, ask callers if they have seen the shooter, how long ago they saw the shooter, and exactly where they saw the shooter. If the shooter is moving, ask where they appear to be heading.
Many callers will hear shots but have not seen the shooter. Advise these callers to find a safe location and remain there until responders indicate the scene is secure. Keeping these callers on the line will not help locate the shooter and will keep telecommunicators from getting to other calls with better information.
Responders need detailed descriptions of the suspect(s). In addition to obtaining a typical description, ask the caller if there are any unique identifiers such as glasses, beards or tattoos. Obtain a specific clothing description. If the shooting is at a high school with red and black school colors, a description of a red shirt and black shorts will likely describe most students. Ask the caller if there are any words or logos on the shirt and shorts. Even a description of socks and shoes can help responders identify the shooter.
Ask callers if they know the shooter’s name. While not all shooters have a connection to the location, many do. If the caller does know the shooter’s name, try to obtain a photo through driver’s license files, internet profiles or inhouse records. If possible, forward a picture of the suspect to responders. If the suspect is known to the caller, ask if they know what precipitated the incident. For instance, if the shooter was recently fired it could help to know who was involved in the decision. This information may help determine where in the building the shooter may be headed.
In most shootings, initial reports will indicate more than one shooter, even though there is a single shooter. Ask the caller if they saw the suspect with a gun, and if so, ask if they saw them shooting. If callers report more than one individual with a gun, multiple shooters may be possible. However, the other individual could be an off-duty officer or a citizen with a handgun license.
Callers may not be able to indicate the exact type of gun used by the shooter. To determine the type of gun, ask simple questions. Does the gun appear to be a handgun, a long gun, or an assault rifle? Keep in mind that most shooters bring multiple guns to the location.
If the shooter calls 9-1-1, attempt to gain as much information as possible. Be careful not to antagonize the shooter. Don’t ask the shooter “why” they are doing this. Asking why tends to project blame, hampering the ability to build rapport. Instead, ask what was going on today that made you do this? Also, try to get the shooter to say what they plan to do next. How do they expect the incident to end? Listen for signs of suicide by cop with statements such as, “they are not going to take me alive,” or “they are going to have to shoot me.” Try to keep the shooter on the line as long as possible, but understand they may want to give their side of the story and then disconnect.
Mass shooting incidents are fast-paced and overwhelming. Moving through calls quickly and efficiently is the best way to ensure caller, bystander and responder safety during these tense incidents.
is a Castle Hills (Texas) Police Department Public Safety Communicator.
