Associate Professor in the Department of Communication Studies at Northeastern, Dr. Heidi Kevoe-Feldman (Ph.D. Rutgers University) uses conversation analysis to examine interactions in organizational settings such as 911 emergency dispatch centers. Recent projects include studies of how callers overcome institutional barriers when seeking help, how dispatchers handle hysterical callers, and techniques negotiators and dispatchers use to talk suicidal callers down.

She is also an advanced Emergency Medical Dispatcher and continues to shadow dispatchers as part of her research program. She dedicates her success to her husband, Brad, daughter Annabelle, and family for supporting her love of learning.

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Faculty bio: