Police call handler saves man's life by interpreting his tapping

The 63-year-old mute man was put through to Cleveland Police call handler Kathryn Longstaff. She realised something was wrong and recognised his tapping as a form of conversation. The unnamed man was later taken to James Cook University Hospital, Middlesbrough, and used his whiteboard - his usual way to communicate - to thanks Ms Longstaff for saving his life. Ms Longstaff was praised by Head of force control room Superintendent Emily Harrison, who said: 'Without her quick-thinking the man might not be alive today.'
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[@123rudyboo]

She definitely deserves a medal 🎖 🎖 🎖. Awesome job...

[@bradleythomsen3083]

Metals are too often associated with illegal killing and overthrowing of legitimate governments. This lady aught to be president, Congress, and the only supreme court justice.

[@marialindell9874]

@@bradleythomsen3083 Presidents, Congresses and Suprime Courts are too often assosiated with illegal killing and overthrowing legitimate governments 👀

[@D50Music]

@@marialindell9874 yawl know she’s English right? Also she was doing what any old bobby was expected to do

[@lexrahman6814]

Does she?

[@carlagoncalves531]

This lady is amazing bless her soul. She deserves to be recognazied and praised.

[@gnamp]

Impressive? It was a bloody miracle- the system they developed was so inconsistent and yet mutually intelligible as to be nothing short of miraculous.

[@spencerreynolds7692]

Great job but "1 for yes, 2 for no" would have been easier. Call handler was a pro.

[@sophiejay2930]

Spencer Reynolds Think in this occasion it was a spur of the moment situation but she will probably be more experienced if it happened again

[@christophermanktelow544]

It’s probably quite hard to hear

[@voldemort225]

Sorry if you observe that, person suddenly start heavy banging and suddenly get dropped to lower. Because he/ she was completely panic. She/he couldn't count at that time. And at such situation one extra banging or one less banging can change life forever.. ... Be happy and keep smiling...

[@RunPJs]

It's knock 3 times on the ceiling if you want me, twice on the pipe if the answer is no.

[@little0rphan431]

@@h.drezet9443 no its cuz the caller was mute, read the description

[@alliinwonder9675]

He is ok. He had his larynx removed and was coughing up blood. He had called 999 previously so they had his details and were able to confirm with the tapping. It’s explained in an article called 999 operator meets caller who tapped over phone.

[@budte]

Thanks

[@Inquisitor_Vex]

Thank you!

[@Tom-qb1rj]

Where’d you get this info, description just says he a mute

[@Inquisitor_Vex]

@@Tom-qb1rj she literally said it in her comment? kzbin.info/www/bejne/gYipmYurgs6LapY

[@alliinwonder9675]

@@Inquisitor_Vex Ty! Lol I don’t know why they didn’t put the details and result in the video since it was easy to find. I didn’t see any comments explaining either and I figured I wasn’t the only one who was curious what happened and if he was ok.

[@the_Real_Grammy_of_6]

This dispatcher is by far the best dispatcher I’ve ever heard. She was caring, had compassion and extremely smart. She didn’t ask ridiculous questions that don’t need to be asked at the moment. Great job Seems like they are trained better across the pond

[@pts13miffy16]

Man when you’re in critical moments in life and the person on the other end is by all means you’re only hope it really makes me appreciate everyone working such serious jobs. I love you guys.

[@JS-ri2rx]

Im a 999 call handler and its a tough job. She did a great job identifying this and gave a great service. Well done 👏

[@gorillaau]

I would have totally missed it as being some kids prank calling.

[@JS-ri2rx]

@@gorillaau Yes I agree. You have to think out the box. Every call is different and you never know what the next call is going be. . Its fascinating the stuff that comes in.

[@nodical802]

You are a liar. It’s called dispatch and no one calls it call handler.

[@Meowianne]

Thank you for being a 999 call handler. We appreciate your hard work!

[@Kalash74]

@@nodical802 think a little before you assume stuff mate

[@voiceofreason162]

Very professional end to end. She worked out a code, used it to get information , stayed calm, didn't mock, and saved a life.

[@zed3063]

She established in 2 minutes that he needed an ambulance because he was in bed with breathing difficulties at home on his own with the front door locked. I’m so impressed 😍

[@ysoldeclaireduffy7344]

Give her a promotion and a medal,absolutely class,,thank you

[@delaney-xo7gm]

No. She is doing her job, stuff like that shouldn’t be praised. That’s what her job requires.

[@hsvr]

She did her job 😑

[@jackmorley798]

@@delaney-xo7gm She is doing her job, yeah, but just because she is getting paid for doing something, it doesn't take any value away from what she's doing. For every life that emergency services save, whether that's any front line officers, or call handlers, they deserve praise for what they do.

[@PikaPluff]

@@delaney-xo7gm My job is to scam people ;)

[@FlikkieFloekieFlakkie]

Never knew that knocking on things could make me emotional

[@BrookeSun.77]

Well when you can't talk. That's what u do. you bang on things. That's the code.

[@hammerbro1947]

Indeed. They can also press any dial button as another sign of "once for yes or twice for no."

[@sebby324]

Read the description He is a mute

[@TwinShards]

He doesn't know Morse code but he sure do know many bang: yes. Silence: no.

[@EddieTruckingAdventures]

Or text if they can

[@charmaineturner878]

I had to bang on the bathroom floor when going into seizure to get my partner's attention. He worked it out pretty quickly.

[@hobmoor2042]

Poor guy had recently had his larynx removed and he was coughing up blood.

[@ZennyReacts]

Dang that sucks. Big up that woman!

[@nikiTricoteuse]

Ah. Thanks for that update. That must have been terrifying.

[@robertemmett906]

... He had his larynx removed by attackers? An accident? Surgery previously?

[@FuhqEwe]

Can you cite this by chance? Every article I found provided ZERO details as to what was wrong with him.

[@markscouler2534]

@@robertemmett906 his wife ripped his tongue out I think or some woman

[@claudiaholmes9086]

The dispatcher was amazing!! I do hope the caller ended up alright.

[@karenmcneill2602]

He did. Info in the Description.

[@ALKUKES]

Poor old man was mute...dispatcher saved him

[@AmyAndThePup]

Hey. 63 isn't old :) He'd had his larynx removed not long before this happened, and was coughing up blood. He survived, from what I read in other comments.

[@roseanneroseannadanna9651]

She is supposed to have this job and she digs having this job, hence the fact she does it with passion!

[@theresechristiansen9769]

Brilliant. She handled that perfectly. The person was upset, nervous, unsure if she could hear him, so banged A LOT. She may've thought asking him to bang once for yes, two for no would be difficult & in a highly charged situation where someone is scared, he just wanted to keep on banging! It was up to her to back it up and confirm. Medal winner.

[@14Mentalist]

This is truly amazing she did fantastic and saved his life both did excellent. Really hit me this did

[@hsvr]

Go cry about it

[@krepes8685]

@@hsvr cringe

[@bradleythomsen3083]

This lady is wise and heroic.

[@inkedmema3]

Yes.

[@jynx1992]

This woman is amazing! So many would have just hung up thinking it’s a prank call!

[@BennyH11]

I don't think they would to be honest.

[@BennyH11]

Not saying others would have handled it as well as she did but I don't believe trained emergency call handlers would simply hang up when they hear banging.

[@winterwatch8500]

Agreed, with the above. No one would assume it’s a prank call.

[@RESIST_THE_GREAT_REPLACEMENT]

@@BennyH11 It certainly happens sometimes though.

[@sueweisberg1474]

I hope the man survived He was smart tapping and she was awesome realizing this was not a prank call She supported him and got him the help he needed

[@gillvalcourt7030]

Too bad morse code has been rendered obsolite!

[@sueweisberg1474]

@@gillvalcourt7030 Totally agree

[@PostalFerretWithRum]

I think it's still taught to military personnel...

[@AmyAndThePup]

He did. A couple people commented that apparently he'd had his larynx removed not long before this, and was coughing up blood. They got him help. So glad.

[@sadbuttrueinthe21stcentury36]

I worked as a supervisor in a customer service center, and we had a man call in who wanted to order our products. The sound on the phone was deep gasping while talking, and my employee couldn’t understand him at all. Turns out he was a quadriplegic on a vent to help him breathe, and he had to time his words. I sat with him and had to ask for complete silence in the center so I could understand him. He told me hardly anyone would take the time and just hang up on him, thinking he was pranking. Sometimes you must have tremendous patience and not be afraid to listen which can be daunting, esp. if you do think it’s a prank call.

[@JosephLedbetter]

It's not easy to quiet the call center. I've worked in a couple.

[@TheRealD4]

Please tell me you work at Ann Summers.

[@jkasaunder228]

I've got a customer who is both deaf and dumb, The first time he rang I thought it was a scam because it connected to another call. I was wary but the person I spoke to said he was a translator and was getting information through a web chat to convey to me. I was amazed. Didn''t even know such services existed. Edit: The customer came to my shop to buy the things, he could talk a little but it was more like mumbles of the sound the word should make. Apparently he travelled over an hour to come to our shop, because I gave them the time of day on the phone call and everyone else simply hung up.

[@JosephLedbetter]

@@jkasaunder228 Yeah I get those calls semi regularly, I'd say once a week or once every other week, idk how dumb they are lol but they're always translators for deaf people and they're incredibly slow. I hate waiting on their translators unnatural sounding response, it feels way too robotic, but I like helping people so I just deal with it. I take complaints for a pizza place at a call center.

[@ZosiaSamosiaOo]

I worked in a call center and unusual calls were my daily bread. Hard to believe people would be hanging up on him when there are so many who are struggling during a call that it feels like just another day in the office.

[@tc5290]

Absolutely incredible work Kathryn! What a fantastic piece of quick thinking and recognition during crisis, if she didn’t get an increased wage, the least the organisation could do is give a bonus for her outstanding work!

[@heatherhancock2985]

She is in deed an Earth Angel ! X

[@ammall]

Tears exploded out of my eyes when the guy banged his phone after "will the police need to break open the door to get in". Literally, please get here asap and do not worry about any damage, just safe me.

[@tinasteer2507]

She would have already put through information as she is talking and they would be on their way.

[@YourAnonymousHero]

That's what I heard in that particular knock as well.

[@knighthawk6189]

He changed the rhythm of the knocking to say no because he was able to open the door and did not want his front door smashed in.

[@Rocco-tb9ih]

@@knighthawk6189 yeah I don't think these people watched the whole video lmao

[@krashd]

Yeah, his furious tapping sounded more like "Oh Christ no, I've just had it repainted" to me.

[@ms.michealhodge1243]

Wow!! Now that's one quick minded emergency operator!! And the patient was amazing as well!!

[@hamstermunchies5558]

I remember having a ligature around my neck and being unable to speak and only able to make snoring-like noises. I called 999 for an ambulance but because i couldn't talk they ended the call so its reassuring to know some operators take time to figure out what's going

[@streuthmonkey1]

How did you get out of that?

[@Simplyblissfull]

Brutal.

[@hamstermunchies5558]

@@streuthmonkey1 If I'm honest it was a failed suicide attempt by hanging with a noose made from a scarf and a belt so really it was my own fault I was in that situation. If anyone wants to try to commit suicide by hanging please don't do it. Without a long drop it is slow and excruciatingly painful

[@spiritboxgamer2787]

@@hamstermunchies5558 don't do it

[@streuthmonkey1]

@@hamstermunchies5558 I am glad you failed. Hope you are doing better now. Take care.

[@BortLicensePlates]

This was so special. I love humanity.

[@elizabethrose3667]

She was so kind and patient. I am glad they could get that person help.🙏❤️

[@Unknown-ww2og]

Give her a raise !!

[@yvonnemariedonaghey5557]

Well done to the operator. Great job.

[@ritamariekelley4077]

This dispatcher is an angel. How scared the man must have been. So glad it worked out for him.

[@bari2883]

Amazing.I wish more emergency operators were like this.

[@SilentKnight43]

Dispatcher is a certified hero. Awesome job recognizing the situation and handling it!

[@ocubex]

This brought a few tears to my eyes....

[@LR-dt8bf]

This is how calls should be handled! What a professional

[@usynnstradler]

Glad they didn't think it'd a prank caller

[@J-B-P]

Wow! That was incredible. My nephew is non-verbal and this gave me hope for him. I so appreciate her flexibility. Some people would have assumed it were a prank and hung up.

[@stephenmandelbaum2027]

This lady is brilliant!

[@zacbro2841]

A very surreal watch that sends goosebumps around your body.

[@annathy]

Thank you for a job well done - because you cared for the caller and wanted to help.

[@SirZeck]

In the us,the dispatcher will simply hung up the phone.

[@bbomber2299]

For sure u.s call handlers are terrible lol

[@hammerbro1947]

@The Math Guy Yep. That's what I was talking about. Cheers ;)

[@vanessamarie5333]

That's because america is useless

[@ki940f]

And In germany the police would already be at ur door hearing u knockin

[@SkinniJ]

@@vanessamarie5333 a whole country is useless yeah you’re real smart

[@kookaburrakookaburra]

As a side note don’t try the banging if you’re unable to talk because of intruders.

[@dylanharding5720]

Tapping the phone might work. It'd be *very* audible through the mic, but not too loud to people nearby.

[@julie5668]

My gosh, that was a tough call to take, but so well handled by the operator.

[@SilverFlame819]

WOW, was she quick on figuring out that system! I've heard so many other calls where it takes forever for the dispatcher to understand what's going on, or they never figure it out at all, and hang up on the caller. Great job!!

[@kennie727]

And this is why I will forever say emergency services need a TTY or text system for their phone lines. People who are mute can’t have a typical vocal conversation over the phone but still have emergencies. Some emergency even warrant the need - hiding from a gunman would be a whole lot easier if you didn’t have to scream into the phone.

[@brendalg4]

I thought they already had that. Obviously if it is an emergency like somebody is breaking into your house and you need to be quiet, you're not going to have a TTY machine

[@spangle]

In the UK, you can sign up to be able to text 999. Text ‘Register’ to 999. It can be used for people who are unable to speak, for whatever reason. You text what service you need, the problem and your location.

[@suzieb8366]

I'll second that but the Government wont pay for that...mores the pity.

[@sweet-gq2cb]

@@suzieb8366 it is free to send texts to 999. U just have to register which is also free

[@suzieb8366]

@@sweet-gq2cb Thanks for info Sweet :o)

[@AmyAndThePup]

So much more attentive than so many U.S. dispatchers, sadly, or maybe just a vocal few who get the bad luck to be noticed and talked about. I'm so, so glad she was attentive and perceptive to his needs. Really sweet woman, patient and kind, compassionate. I could hear it in her voice. I'm glad he survived. A recent laryngectomee who was coughing up blood. Must have been terrifying for him :( I hope he's doing well.

[@markscouler2534]

His wife ripped his tongue out I think

[@PaleyDaley]

Wonderful, what a great lady. I think how to deal with this should be included in the training from now on.

[@23VigintiTres23]

These are our heroes

[@stonkr]

This is what police call handlers do day in day out. There's more to our police than just bad publicity.

[@susanwills4723]

Well said love 💕

[@marknorville9827]

The majority of police call handlers are CIVVIES, you have very few actual POLICE that are on the call desk. You might want to change your comment.

[@stonkr]

@@marknorville9827 Call handlers are generally police staff. Both police staff & police officers are civilian. You might want to change your comment.

[@stonkr]

@@TheCoolCucumber Depends which dictionary reference you look at. It's traditioally held that police are a civilian force unless you are refering to military police. Or you can take the dictionary references that also mention police, to mean all employees of the police including police staff, which is a stretch. Edit: To clarify, I'm refering to the UK police model, policing by consent of the general public, which is different to that of other countries which may adopt a more paramilitary model. The UK government Commons Library states 'There are 48 civilian police forces in the UK...'

[@abbebladon]

Awesome job Kathryn Longstaff ❤️ glad the caller got the help needed xxxx

[@lucieni]

That call handler is amazing!

[@MySamspam]

Brilliant work. What a hero.

[@bodhi1462]

Awesome job. These people have to deal with all situations.

[@Harindra000]

WoW! Awesome level of understanding both by patient and responder. Amazing!

[@dwayneblenkinsopp1095]

bless he's like your not taking my door

[@harmoneyreilly4225]

Amazing work

[@bluelagoonuk8923]

Call handler is amazing!

[@W0Ndr3y]

I've seen few of these recordings where the people in the call center figure out situations like this and man are those amazing people. Figuring out stuff like this on the spot is crazy. Yes it seems obvious in hindsight, but making these decisions on the spot... Can't imagine such stuff.

[@generaldecker9971]

Great job ma'am. And i hope you are well sir.

[@mkbcarcare]

Well done what a hero 👍

[@ReveredDead]

Police Dispatchers are the true hero's and don't get enough praise in society. Without them. Nobody can roll onto the scene.

[@novaturbkkk]

Makes me proud to be from teesside Cleveland Top work to the lady Hope the man has been sorted and is well now

[@taniamonaghan2489]

Wow what a amazing call taker,she is amazing..

[@tomolad7710]

Massive respect to the police dispatchers ❤

[@gogovideo10]

Cleveland Police are a fantastic police force. If only the rest of the UK had a force like theirs! Hell, if only the whole world had a police force like theirs! They should be the model. Fantastic call handling.

[@crystalnmartin]

Highly trained and highly observant to pick up on the attempt at communication. Bravo miss operator.

[@MrTheedarkhorse]

Well done lady

[@mjremy2605]

Saved his life! What luck she was patient and listened. This is a hard job.

[@breezyc78]

Amazing.Can,t imagine 😐😢

[@googoo-gjoob]

compassion....... gets me every time

[@amoslalrtpa4680]

thats professional at itz finest 👌🏽💯

[@zerocapacitance1]

Excellent, competence!!!! Thinking on the spot!!! Improvisation. A true standard!!

[@lynnetrathen4587]

Wow she was absolutely awesome 🙂

[@JW-vi2nh]

This is outstanding. My dad was diagnosed with ALS in the summer of 2018 and went downhill quickly. By the following summer, he was on a feeding tube, unable to speak or even swallow. Fortunately, my brother, sister and I were able to work out a schedule where one of us with with him 24/7 until the very end, but the thought of him, or someone like him, having an accident or being in a situation where they needed help and could get to a phone but couldn't get help because the operator didn't stop to think that the person was unable to speak is horrifying. The last few months of his life, he would knock on his coffee table to get our attention and I had bought him a Boogie Board writing tablet so he could write down what he needed. Sometimes knocking really is the only way someone has to communicate and 911 operators in particular should be trained with this call so people like my dad and the guy in the call can be sure that they will be understood when they call for help.

[@bari2883]

Your lucky you and your siblings shared the care. Bless your family.

[@claytonskids6764]

Well done indeed ! I hope all is well now.

[@tyronesmith5615]

Amazing job 👍🏻

[@dabzprincess92]

Wow now that's one hell of a dispatcher... bless her ❤

[@jaynewhite9428]

I hope they were ok. Well done too the lady on the phone. What a star

[@divaqueen7898]

This is heart-breaking!

[@ryanlevy9373]

That was amazing what the hell hats off to you

[@makingonesway722]

well done what a hero

[@ljduk7595]

Smart lady, hope he was okay 👌

[@PaulSoong]

bravo!

[@Dosedmonkey]

This is increeible yet terrifying at the same time. I often work away from home and am so scared of some medical emergency happening to my wife when she is home alone.

[@AnaS-ed5gb]

If one day I am in trouble, I would like to have a dispatcher like this incredible lady!!

[@vickiesmith3021]

So wonderful.

[@funnyvidsandalilsinging7713]

Adorable bless her 💖and him 💖

[@michaelhawthorne8696]

Awesome work Kathryn

[@madyottoyotto3055]

Serious kudos right there

[@DursunX]

humans are amazing... but i still got chills 😟

[@floramartin8905]

Wow!! Wonderful!!

[@pawenbfvdyf6870]

wow Thats Great. What a smart Woman! Outstanding

[@antiduckable]

Oh wow! I'd love an update on this.

[@ToeCutter454]

if it were here in the states they'd have chalked it up as a prank call and sent someone to arrest them and if they're real lucky the cops wont shoot them!

[@estoyazucar]

That is just superb!

[@laughingallthetime50]

Excellent job. I had to laugh though when she said "stay there" - where did she think he was going? lol.

[@antoniojoaquim3300]

Bone chilling. Hate to think that if this lady was not so patient and calm, very intuitive and attentive, this could have gone so very wrong.

[@jonmcintosh8653]

Like an episode of Most Haunted with Yvette Fielding as the call handler.

[@samurai2k455]

Omg hahaha

[@BossySwan]

Sam Acorah

[@samurai2k455]

@@BossySwan come on Sam, what his name? Tell me? JOHN

[@jonmcintosh8653]

@@BossySwan omg it's Sam! As he doesn't have Derek anymore to speak for him 😂. Poor Sam.

[@suearsenault3515]

@@samurai2k455 p

[@sadie376]

Well done Kathryn.