Finch is working as an operator at a 911 call center while Reese and Shaw run surveillance on him from a rooftop across the street. The trainee supervisor, Sandra Nicholson, listens in on one of Finch's calls and compliments him on his talent for the job. Reese and Shaw discuss the case with him over the headsets and Finch reminds them that Sandra is their newest number. Meanwhile, Sandra helps a trainee deal with a call about a woman trapped in a submerged car, and the woman escapes safely thanks to Sandra's advice.