911 Operator Test Call Prioritization and Decision-Making 2 — Questions and Answers
Question 1: A caller reports a minor fender-bender with no injuries while another line has a caller reporting chest pains. Which call takes priority?
- The fender-bender because it was reported first
- The chest pain call because it is a life-threatening emergency (Correct answer)
- Both calls are equal priority
- The fender-bender if it is blocking traffic
Correct answer: The chest pain call because it is a life-threatening emergency
Life-threatening medical emergencies always take priority over property damage incidents with no injuries.
Question 2: You receive simultaneous calls about a house fire with people trapped and a loud party complaint. How should you respond?
- Handle the party complaint first since it came in first
- Dispatch resources to the house fire immediately and address the party complaint after (Correct answer)
- Put both callers on hold and consult a supervisor
- Transfer the house fire call to the fire department directly without logging it
Correct answer: Dispatch resources to the house fire immediately and address the party complaint after
Imminent life-safety emergencies like a house fire with trapped occupants take absolute priority over quality-of-life complaints.
Question 3: A caller is hysterical and unable to give a clear location. What is your FIRST priority?
- Disconnect and wait for them to call back calmer
- Use ANI/ALI data to obtain location while calming the caller (Correct answer)
- Ask them to put someone else on the phone immediately
- Log the call and wait for a follow-up call
Correct answer: Use ANI/ALI data to obtain location while calming the caller
ANI/ALI (Automatic Number Identification/Automatic Location Identification) provides location data while you work to calm the caller.
Question 4: Which factor most significantly elevates a call's priority level?
- The caller's tone of voice
- Presence of weapons or immediate threat to life (Correct answer)
- Whether the caller is a repeat caller
- The neighborhood or area of the city
Correct answer: Presence of weapons or immediate threat to life
The presence of weapons or an immediate threat to life is the primary factor that escalates a call to the highest priority.
Question 5: A caller reports seeing someone break into a car. At the same time, another caller reports an armed robbery in progress. Which is dispatched first?
- The car break-in because property crime is more common
- The armed robbery because it involves a weapon and active threat (Correct answer)
- Both should be dispatched simultaneously with equal resources
- The car break-in if the suspect is still on scene
Correct answer: The armed robbery because it involves a weapon and active threat
An armed robbery in progress poses an immediate threat to human life, making it higher priority than a property crime.
Question 6: What does 'call determinant' refer to in emergency dispatch?
- The technology used to locate a caller
- A standardized code that identifies the nature and severity of an incident (Correct answer)
- The officer assigned to handle the call
- The estimated response time for a unit
Correct answer: A standardized code that identifies the nature and severity of an incident
A call determinant is a coded classification that identifies the type of emergency and drives the level of response dispatched.
Question 7: A caller reports a domestic disturbance but says no one is injured and it is just arguing. You should:
- Downgrade the call since no injuries are reported
- Maintain a standard priority and dispatch officers, as domestic situations can escalate rapidly (Correct answer)
- Ask the caller to call back if someone gets hurt
- Treat it as a low-priority noise complaint
Correct answer: Maintain a standard priority and dispatch officers, as domestic situations can escalate rapidly
Domestic disturbances are volatile and can escalate to violence quickly, so they require a prompt police response regardless of initial injury report.
911 Operator Test Call Prioritization and Decision-Making 2
A caller reports a minor fender-bender with no injuries while another line has a caller reporting chest pains.
Which call takes priority?