911 Operator Test Reading Comprehension and Clarity Questions and Answers — Questions and Answers
Question 1: An operator reads the following entry in a Computer-Aided Dispatch (CAD) system: 'RPTS 415 MALE, 10-20 IS 800 BLK MAIN ST. SUBJ IS WMA, LSW BLK JKT, BLU JNS. POSS 5150. UTL AT THIS TIME.' What is the most accurate interpretation of this information for a responding officer?
- A man causing a disturbance was reported at the 800 block of Main St, but the reporting party was unable to locate him.
- A white male wearing a black jacket and blue jeans, who is possibly a danger to himself or others, was arrested for disturbing the peace at 800 Main St.
- The person who reported a disturbance at 800 Main St. described a white male in a black jacket and blue jeans who may have mental health issues, but this person was gone when the reporter looked again. (Correct answer)
- A man with a weapon, described as a white male in a black jacket and blue jeans, was reported at 800 Main St. and is now in custody.
Correct answer: The person who reported a disturbance at 800 Main St. described a white male in a black jacket and blue jeans who may have mental health issues, but this person was gone when the reporter looked again.
This is the most accurate and complete interpretation. 'RPTS' means reports. '415' is a common code for disturbing the peace. '10-20' is location, '800 BLK MAIN ST' is the address block. 'SUBJ IS WMA, LSW BLK JKT, BLU JNS' provides the subject's description (White Male Adult, Last Seen Wearing Black Jacket, Blue Jeans). 'POSS 5150' indicates a possible mental health crisis. 'UTL' means Unable To Locate. This choice correctly combines all elements: the nature of the call, the location, the detailed description, the potential mental health component, and the fact that the subject was no longer seen by the reporting party.
Question 2: When providing pre-arrival instructions to a caller for a medical emergency, why is it critical for a 911 operator to use plain, clear language instead of technical medical terms or jargon?
- To ensure the dispatcher sounds professional and authoritative.
- To save time by using standardized medical phrasing.
- To prevent panic and ensure the caller can understand and correctly follow life-saving directions without confusion. (Correct answer)
- To accurately document the instructions given in the official call record for legal purposes.
Correct answer: To prevent panic and ensure the caller can understand and correctly follow life-saving directions without confusion.
During a high-stress event, a caller's ability to process complex information is diminished. Using simple, direct language ensures that instructions for actions like CPR or bleeding control are understood and performed correctly. Technical jargon can cause confusion, hesitation, or incorrect actions, potentially worsening the patient's outcome. The primary goal is caller comprehension for patient benefit.
Question 3: An operator receives the following BOLO (Be On the Lookout) message via teletype from a neighboring agency: 'BOLO FOR GRY SEDAN, L/S N/B ON HWY 101 FROM OUR JURIS. INVOLVED IN 211. USE CAUTION.' Which of the following is the most critical clarifying question the operator should ask the originating agency?
- What time did the original incident occur?
- Can you provide a license plate number or any further description of the vehicle or occupants? (Correct answer)
- Was anyone injured during the robbery?
- Which of your officers is the primary on the case?
Correct answer: Can you provide a license plate number or any further description of the vehicle or occupants?
While all options might be useful, the most critical piece of information for officers to actually locate the vehicle is a unique identifier. 'GRY SEDAN' is extremely vague. A license plate number, even a partial one, or further details like make, model, damage, or a description of the occupants, provides officers with specific, actionable information needed to differentiate the suspect vehicle from countless others.
Question 4: Which of the following radio broadcasts demonstrates the highest level of clarity and efficiency for dispatching units to a report of a residential burglary?
- "All units, we have a call, someone says a guy is breaking into a house, I think it's on Oak Street. They said he's wearing a hoodie. Can anyone head that way?"
- "Units responding to 1245 West Oak Street, be advised the reporting party can see a male in the backyard trying to open a window. He is wearing a red shirt. This will be a Code 3 response."
- "Attention all units, be on the lookout for a possible burglary suspect somewhere on the west side of town, possibly near the Oak Street area. Caller was not totally sure."
- "Unit 21, respond Code 3 to a 459 in progress at 1245 West Oak Street. Suspect is a male, wearing a red shirt, currently in the backyard attempting to force entry through a window." (Correct answer)
Correct answer: "Unit 21, respond Code 3 to a 459 in progress at 1245 West Oak Street. Suspect is a male, wearing a red shirt, currently in the backyard attempting to force entry through a window."
This broadcast is the most effective because it follows a standard, logical format. It addresses a specific unit, states the high-priority response type (Code 3), gives the incident type using a common code (459 for burglary), provides a precise address, and gives a clear, concise summary of the suspect's description and actions. This structure ensures the responding officer gets the most critical information first in a predictable and easily understood manner.
Question 5: A written agency directive states: 'For silent, open-line 911 calls from a landline, dispatch police for a welfare check. If any signs of a struggle (e.g., shouting, muffled sounds) are heard, upgrade the call to the highest priority. For silent open-lines from a cell phone, attempt a text-back and two voice call attempts before dispatching.' An operator receives a silent, open-line call from a cell phone that plots to a residence. They hear what sounds like a muffled thump and then the line disconnects. What is the correct action based on the directive?
- Follow the cell phone protocol by attempting to text and call the number back twice before dispatching.
- Dispatch a high-priority police response immediately due to the sound of a possible struggle. (Correct answer)
- Do not dispatch since the call came from a cell phone and the line disconnected.
- Dispatch a routine welfare check because the sound was not clearly identified as a struggle.
Correct answer: Dispatch a high-priority police response immediately due to the sound of a possible struggle.
This question tests the ability to comprehend and apply a multi-part written rule. Although the call is from a cell phone, the directive's clause about 'any signs of a struggle' overrides the standard cell phone procedure. A 'muffled thump' qualifies as a potential sign of a struggle, requiring an immediate, high-priority dispatch rather than the routine text/call-back procedure.
Question 6: A caller reports a theft, stating, 'This guy, I don't know, maybe 6 feet, wearing a green hat and a jacket, just grabbed my purse and ran towards the bus station on 5th!' Which of the following responses best uses the technique of paraphrasing to ensure clarity and comprehension?
- "Okay, so a tall guy in a green hat stole your purse and ran away?"
- "Did he have any other distinguishing features?"
- "Okay, let me confirm: a male, approximately 6 feet tall, wearing a green hat and a jacket, stole your purse and was last seen running toward the bus station on 5th Street. Is that correct?" (Correct answer)
- "What kind of jacket was he wearing and what color was it?"
Correct answer: "Okay, let me confirm: a male, approximately 6 feet tall, wearing a green hat and a jacket, stole your purse and was last seen running toward the bus station on 5th Street. Is that correct?"
This is the best example of paraphrasing for clarification. It restates all the key pieces of information provided by the caller (height estimate, clothing, action, direction of travel) in a structured way and asks for confirmation. This ensures the operator has accurately understood and recorded the details before broadcasting them, without adding new information or asking a question that distracts from the immediate need to confirm the facts.
911 Operator Test Reading Comprehension and Clarity Questions and Answers
An operator reads the following entry in a Computer-Aided Dispatch (CAD) system: 'RPTS 415 MALE, 10-20 IS 800 BLK MAIN ST.
SUBJ IS WMA, LSW BLK JKT, BLU JNS.
POSS 5150.
UTL AT THIS TIME.' What is the most accurate interpretation of this information for a responding officer?