ABSTRACT
Objectives: Language barriers during emergency calls can delay the delivery of
care and jeopardize health outcomes for individuals with limited English proficiency
(LEP). This study examines how Mandarin-speaking LEP callers and 911 Public Safety
Telecommunicators (PSTs) navigate the critical task of address acquisition during
medical emergencies.
Methods: Using Conversation Analysis, we analyzed nine 911 calls in which callers
were later connected to an interpreter only after providing their location.
Results: Our study revealed common communication challenges, including
delayed responses to open-ended prompts, difficulty articulating addresses under
stress, and limited use of clarification strategies by callers. PSTs often employed
directive questioning, repeated prompts, and confirmation sequences to manage
the conversation and ensure information accuracy.
Conclusions: Our study demonstrates that despite institutional access to
interpreter services, delayed utilization prolonged key interactions and potentially
compromised response times. Findings underscore the need for PST training in
LEP-specific communication strategies and the development of multilingual public
education tools. Improving the timing of interpreter engagement and supporting
callers through culturally responsive communication may enhance the efficiency
and equity of emergency response systems.
Keywords: Limited English Proficiency, emergency response, Mandarin speakers,
Public Safety Telecommunicator communication, Conversation Analysis
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