OnStar Connections

November 10, 2009 by

A Day in the Life of an OnStar Emergency Advisor

As an OnStar Emergency Advisor, Sherwin Broome is specially trained to assess any type of emergency situation and get the right help to those in need as quickly as possible. It’s a high-pressure job that requires a cool head. And that describes Sherwin perfectly.

“I’m pretty laid back, so when I come to work and I’m faced with a life- threatening emergency, I’m better able to handle the situation without getting overly excited,” he says. “A lot of calls we get are from people who are, of course, very upset because of the emergency situation that they are in, and you have to be able to calm them down before you can help them. You have to be a good listener so you can assess the situation and determine what needs to be done. I try to put myself in their situation, to empathize with what they’re going through and think of what I would want done for me if I was the one on the other end of call.”

One of the Automatic Crash Response situations he handled last winter is a great example of his poise in action. Sherwin received a call on his screen from the vehicle. There was no voice response initially — the driver had been knocked unconscious. Sherwin immediately contacted 911. He knew the vehicle was off the road in a deep ravine in or near a body of water. By using satellite imaging, he was able to tell emergency responders exactly where the vehicle was located.

To find out more about Sherwin Broome and what it’s like to be an OnStar Emergency Advisor, watch the video below.

First contact: You’ve had an emergency. What are the first words you want to hear from an OnStar Advisor? Share your answer with others in our OnStar Connections forum.