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Overview - Emergency Assistance Call Taker Training

Emergency Assistance is an innovative SYNC® feature that uses a Bluetooth-paired and connected mobile phone to help vehicle occupants initiate a direct call to the local 112 Communication Center following a vehicle crash event.
Ford Motor Company has prepared a comprehensive training package to help Call Takers answer SYNC® Emergency Assistance calls confidently and professionally.

What’s included on this website

The website is designed to provide Call Takers with information about SYNC® with Emergency Assistance. You will find a Call Taker Training Video, Quick Reference Guide, Frequently Asked Questions, and downloadable reference information.

Educating to help save lives

Every 112 Public Safety Answering Point is encouraged to share the website information with Trainers and Call Takers to help prepare them for potential SYNC® Emergency Assistance calls, and to include this information in all new Call Taker Training. Since the number of SYNC® users is expected to grow rapidly in Europe in the coming years there is a potential that your Communication Center could receive a SYNC® Emergency Assistance call.

Ford Motor Company will continue to work with Emergency Professionals to help educate 112 Communication Centers and other public safety professionals about Emergency Assistance.

Thank you and I hope you find the training website valuable as an educational tool that will help you effectively process SYNC® Emergency Assistance calls.

Yours Sincerely,
Doug VanDagens,
Global Director of Connected Services
Ford Motor Company
SYNC® is an in-car, voice-activated, fully integrated entertainment and communications system that allows Ford, drivers to control Bluetooth®-enabled mobile phones and virtually any digital media device with simple, intuitive voice commands. For more information about SYNC® and demonstration videos, please visit
Emergency Assistance is initiated following an airbag activation or fuel pump shut-off condition (which can be caused by rear impact). This advanced, in-car technology is designed to:
  • Provide Call Takers with information that a crash has occurred and the vehicle’s GPS location
  • Enable Call Takers to speak directly with the vehicle occupants
  • Help drivers get the assistance they need as swiftly as possible – when their vehicle’s been involved in a road accident
  • Make the process of handling calls from those vehicles as fast as possible
Key benefits:
  • Emergency Assistance is designed to be simple to use. After its initial set-up, the driver’s mobile phone will automatically connect with SYNC® every time they enter the vehicle.
  • Following an accident, every second counts. That's why Emergency Assistance avoids using third parties for call handling: instead it connects vehicle occupants directly to 112.
  • The technology behind SYNC® provides Call Takers with verbal information about the crash event including the vehicle’s GPS information when available.
  • Emergency Assistance is triggered only when an airbag deploys, or by the emergency fuel-pump shut-off (which can be activated in rear collisions). The vehicle is not equipped with a push button for manual activation of Emergency Assistance eliminating the chance of receiving unwanted calls.
  • Emergency Assistance is available and complimentary for the life of the vehicle, even for secondary owners. It is not a subscription-based service as it uses an occupant's existing Bluetooth® connected mobile phone, so there's no contract or monthly fees for vehicle owners to worry about (or forget to renew).
You will find a short Call Taker Training Video and other useful videos about SYNC® and Emergency Assistance. Also provided are Frequently Asked Questions and downloadable content such as a Quick Reference Guide under Useful Resources. For a step-by-step description on how to handle an Emergency Assistance call please click below.

Handling an Emergency Assistance Call