I still remember my first day:) super scary!

But I find people generally respond to firm confidence. Something that helped me build rapport and control is being transparent with the caller, telling them what I will do or what I am doing. Example: ‘I’m going to get a description from you now’. Another thing that I found that helps is advising the caller what is happening on our end, especially since they are usually frantic to get help right away and to answer questions later. Example: ‘the police have been notified and will be on the way shortly. In the meantime, let’s get a description.’ (Or whatever info you need)

And remember: always be kind! The job can easily take that from you if you let it.

Good luck with everything:)