Jason O'Connell, clinical education officer at NEAS, talks about call taking with Emergency Operations Centre trainer Ria Killmister-Dawson. In their conversation, Ria tells Jason about the work that goes on behind the scenes to ensure callers get the right support, including training and feedback.  If you'd like to get in touch about anything you've heard on RTB, or if you want to suggest a topic for us to cover in a future episode, you can email us at [email protected].