As an OnStar Advisor, Tiarra Duncan approaches every call she takes as if it were one of her family members on the line. This emotional commitment can make certain calls, especially those involving children, a bit more challenging than others.
“Any time a child is involved, you can count on the call being emotionally taxing,” Duncan says. “I am a mom, and it can be hard to ignore the natural emotions when you hear another parent panicking for their child.”
In her role as an Emergency Performance Coach/Advanced Care Advisor (ACA) at OnStar, Duncan relies on years of experience and training to remain calm under pressure. She’s learned to adjust her approach based on the caller’s emotional state, ensuring that her response matches the situation at hand.
“I tend to go to the opposite end of their energy,” Duncan says. “Depending on the caller and the situation, I will adjust my assertiveness, tone, volume or anything else that is necessary to try to gain cooperation. If a caller is panicked or obviously distressed, I will speak to them with a more soothing tone and try to bring them to a level where we can work together.”
Duncan, who has been an OnStar Advisor for more than seven years, is certified in Emergency Medical, Fire and Police Dispatch through the International Academies of Emergency Dispatch (IAED). She firmly believes in the power of continuous learning to enhance her ability to assist those in need, no matter what the crisis.
Her work brings a deep sense of purpose. “The most rewarding part of my role is when I am able to work with a caller and establish a rapport so that, together, using their information from the scene and my training, I am able to help them right away,” Duncan says.
She also appreciates how well Advisors and First Responders can work together. Through specialized technology and tools, OnStar Advisors can relay critical information about a caller’s location and situation to local Emergency Communications Centers (ECCs) so that the appropriate response can be sent without delay. “We’re connected to the caller’s vehicle, have access to vehicle data, and often maintain direct voice contact with the caller, allowing us to relay vital information to the 911 center,” Duncan explains.
Duncan wants the public safety community to know that OnStar Advisors are always ready to assist, not only offering their knowledge and guidance, but also the human connection that makes all the difference in someone’s time of need.
“We are trained, we can help and, most importantly, we want to help,” Duncan says.
