911 Operator Test 911 Call 5 — Questions and Answers
Question 1: A caller reports a man down in a parking lot but is afraid to approach. What should the operator instruct?
- Tell the caller to check the victim's pulse themselves
- Tell the caller to stay at a safe distance, keep the victim in sight, and guide responders (Correct answer)
- Advise the caller to go home and wait
- Ask a bystander to take over the call
Correct answer: Tell the caller to stay at a safe distance, keep the victim in sight, and guide responders
Keeping the caller at a safe distance while maintaining visual contact ensures their safety and helps direct incoming responders to the exact location.
Question 2: Which piece of information is MOST important when dispatching units to a reported structure fire?
- The property owner's name
- Whether the structure is occupied (Correct answer)
- The color of the building
- The year the building was constructed
Correct answer: Whether the structure is occupied
Knowing whether the building is occupied determines the urgency of the response and whether a rescue operation is also required.
Question 3: A caller reports that their neighbor is 'acting crazy' but describes no specific threat or crime. What is the appropriate response?
- Refuse the call as a non-emergency
- Gather more details, determine if there is a safety concern, and dispatch per protocol (Correct answer)
- Immediately send all available units
- Advise the caller to confront the neighbor
Correct answer: Gather more details, determine if there is a safety concern, and dispatch per protocol
Vague behavioral calls require clarifying questions to determine if a mental health, criminal, or medical response is warranted before dispatching appropriately.
Question 4: When should a 911 operator use 'active listening' techniques during a call?
- Only during medical calls
- Throughout every call to confirm understanding and keep the caller engaged (Correct answer)
- Only when the caller is calm
- Only when the call involves a child
Correct answer: Throughout every call to confirm understanding and keep the caller engaged
Active listening — including verbal acknowledgment and brief summaries — builds caller trust and ensures accurate information is captured on every call.
Question 5: A caller says someone broke into their car but the suspect is gone. How should this call be prioritized compared to an in-progress burglary?
- Same priority because property crime is always urgent
- Lower priority because the suspect is no longer present and there is no immediate danger (Correct answer)
- Higher priority to secure evidence quickly
- The call should be refused as non-emergency
Correct answer: Lower priority because the suspect is no longer present and there is no immediate danger
A completed crime with no suspect on scene carries lower urgency than an in-progress event, allowing higher-priority calls to receive faster response.
Question 6: Which of the following best explains why 911 operators should avoid using jargon when giving instructions to callers?
- Jargon is reserved for radio communications only
- Callers may not understand technical terms, leading to confusion or incorrect action (Correct answer)
- Jargon is prohibited by FCC regulations
- Using plain language takes longer and wastes time
Correct answer: Callers may not understand technical terms, leading to confusion or incorrect action
Callers are rarely trained in emergency services terminology, so plain language ensures instructions are understood and followed correctly.
Question 7: What is the operator's responsibility once units have been dispatched to a 911 call?
- Hang up immediately to free the line
- Continue to gather information, update units, and monitor the caller until help arrives (Correct answer)
- Transfer the call to the responding unit's radio
- Document the call and move to the next caller without further contact
Correct answer: Continue to gather information, update units, and monitor the caller until help arrives
Operators must stay engaged to relay updates to responders and provide ongoing support to the caller until the situation is resolved.
911 Operator Test 911 Call 5
A caller reports a man down in a parking lot but is afraid to approach.
What should the operator instruct?