Filtering out loaded terminology Last week, CBC Montreal attended one of the training sessions alongside a group of SPVM 911 operators, some of whom had just finished a night shift."The important thing," he said, "is that the dispatch is able to give us observable facts so that we can work in an objective way."More than just call-takers Jessica Gillooly, an assistant professor of sociology and criminal justice at Suffolk University in Boston whose research centres on the role of 911 in the criminal justice system, said the SPVM training is among the first of its kind.Recent high-profile cases of racist abuses of the 911 system — the case of a woman calling about a Black man birdwatching in Central Park, as one example — have drawn greater attention to the role dispatchers play in the justice system."There has, for a long time, historically sort of been a view that call-takers pass on raw information from caller to police officer and they're just sort of passing messages along," she said."