911 Operator Test 911 Dispatcher 2 — Questions and Answers
Question 1: A caller reports a house fire and says people may be trapped inside. What is the dispatcher's FIRST priority?
- Ask the caller for their name and callback number
- Dispatch fire and EMS units immediately while keeping the caller on the line (Correct answer)
- Advise the caller to attempt a rescue before help arrives
- Ask the caller to verify the address twice before dispatching
Correct answer: Dispatch fire and EMS units immediately while keeping the caller on the line
Life safety takes priority, so units must be dispatched immediately while the dispatcher gathers additional information.
Question 2: During a call, a child answers and says 'Mommy won't wake up.' What should the dispatcher do?
- Ask the child to find a neighbor to call back
- Hang up and attempt a callback to the landline
- Calmly ask the child for the address and keep them on the line while dispatching help (Correct answer)
- Ask the child to shake the mother awake before sending units
Correct answer: Calmly ask the child for the address and keep them on the line while dispatching help
Dispatchers must communicate calmly with child callers, extract location information, and maintain the call while sending responders.
Question 3: What does the term 'CAD' stand for in 911 dispatching?
- Central Alert Dispatch
- Computer-Aided Dispatch (Correct answer)
- Coordinated Agency Directory
- Call Activity Database
Correct answer: Computer-Aided Dispatch
CAD (Computer-Aided Dispatch) is the software system dispatchers use to log, track, and manage emergency incidents.
Question 4: A caller is whispering and says there is an intruder in the house. What is the best dispatcher response?
- Ask the caller to speak up so you can hear them clearly
- Dispatch law enforcement immediately and ask yes/no questions to avoid alerting the intruder (Correct answer)
- Tell the caller to go to a neighbor's house before help arrives
- Place the caller on hold while you contact police
Correct answer: Dispatch law enforcement immediately and ask yes/no questions to avoid alerting the intruder
When a caller cannot speak safely, dispatchers should use yes/no questions and dispatch units immediately to avoid endangering the caller.
Question 5: Which of the following best describes 'active listening' as used by 911 dispatchers?
- Repeating everything the caller says word for word
- Focusing fully on the caller's message, tone, and content to gather accurate information (Correct answer)
- Allowing the caller to vent without interruption
- Listening only to the caller's stated emergency and ignoring background noise
Correct answer: Focusing fully on the caller's message, tone, and content to gather accurate information
Active listening means processing verbal and non-verbal cues to gather complete and accurate information under stress.
Question 6: A caller reports a motor vehicle accident with injuries on a highway. Which agencies should typically be dispatched?
- Fire department only
- Police only
- EMS and police only
- Police, fire, and EMS (Correct answer)
Correct answer: Police, fire, and EMS
A highway accident with injuries typically requires police for traffic control, fire for extrication, and EMS for medical treatment.
Question 7: What is the purpose of a 'call back' number obtained at the start of a 911 call?
- To bill the caller for emergency services
- To allow the dispatcher or responders to re-contact the caller if the call drops or more information is needed (Correct answer)
- To verify the caller's identity before dispatching
- To forward the call to the correct dispatch center
Correct answer: To allow the dispatcher or responders to re-contact the caller if the call drops or more information is needed
A callback number ensures continuity of communication if the connection is lost or responders need updated information.
911 Operator Test 911 Dispatcher 2
A caller reports a house fire and says people may be trapped inside.
What is the dispatcher's FIRST priority?