“Why Are You Concerned?” A Consideration of Turn Distance and the Organization of the Interrogative Series in “Wellness Check” Calls to a University Police Department

Abstract

This study focuses on a type of request referred to as a “wellness check,” commonly made to a large university police department located on the east coast of the United States. A “wellness check” occurs when a loved one calls with concerns about a person they believe to be in distress or in need of assistance. The focus of the analysis considers how call-takers' positioning of the “what's your concern” question within the interrogative series, vis-à-vis the reason for calling (e.g., turn distance from the reason for calling), has consequences for the type of information call-takers are able to extract from callers about their concerns. Findings suggest that the position of this inquiry within the interrogative series has implications for how call-takers solicit callers' collaboration toward building a report that can later be communicated to responding officers.

Funding

The research presented in this article was supported by the Northeastern University, College of Arts, Media and Design Faculty Research and Creative Activity Individual Research and Creative Activity Project Grant.