Mission Moment: Citizen Agent and Frequent Caller Help Unconscious Man

Citizen Agents are able to gain substantial situational awareness through live video calls with our Premium subscribers. This allows us to augment the 911 system and supercharge the type of emergency assistance provided by our agents and first responders.

When a Premium subscriber who frequently uses the service found an unconscious man on the sidewalk, they connected with Citizen Agent Angelo in a live video call. In under a minute, Agent Angelo assessed the man in distress and connected with 911 to request EMS.

It’s common for 911 operators to give bystanders “pre-arrival instructions” to perform before first responders arrive at the scene. In this case, the 911 operator directed our caller to roll the unconscious man on his side to protect his airway until EMS arrived. The 911 operator then left the call, but Agent Angelo could see via the live video feed that our caller had not properly performed the instruction.

Agent Angelo calmly repeated the 911 operator’s directives, and even provided a visual demonstration of how the unconscious man should be positioned. The caller was ultimately able to protect the man’s airway, and Agent Angelo stayed on the line with them until EMS arrived.

This incredible demonstration of collaboration shows how Citizen Agents enhance the 911 system. By being able to actually view the scene, the agent had additional situational context that helped both the caller and the unconscious man the caller had found.

We are grateful to Agent Angelo for his patience and ingenuity while assisting both the subscriber and the man in medical distress.

If you’re interested in trying connecting with a Citizen Agent, you can start a free trial here.