911 Operator Test Data Entry and Multitasking 2 — Questions and Answers
Question 1: A caller is reporting a vehicle fire while simultaneously another line rings with what sounds like a shooting. What is the best immediate action?
- Put the first caller on hold and answer the second line immediately
- Finish taking all details from the first caller before answering
- Signal a coworker to take the second call while you continue with the first (Correct answer)
- Hang up on the first caller to free the line
Correct answer: Signal a coworker to take the second call while you continue with the first
Coordinating with a coworker ensures both emergencies receive attention without abandoning an active caller.
Question 2: When entering a caller's address into CAD and they give a rural route number instead of a street address, what should you do?
- Enter only the rural route number and dispatch immediately
- Ask for the nearest cross street or landmark to help responders locate them (Correct answer)
- Refuse to dispatch until a full street address is provided
- Enter '000 Unknown Street' as a placeholder
Correct answer: Ask for the nearest cross street or landmark to help responders locate them
Cross streets or landmarks give responders actionable location information when a standard address is unavailable.
Question 3: While typing a detailed incident report, a caller suddenly goes silent. What should the dispatcher do first?
- Hang up and call back after finishing the report
- Continue typing and assume the call will resume
- Stop typing, speak to the caller, and listen for sounds in the background (Correct answer)
- Transfer the call to a supervisor immediately
Correct answer: Stop typing, speak to the caller, and listen for sounds in the background
An unresponsive caller may indicate a medical emergency or threat, requiring immediate verbal and auditory assessment.
Question 4: A CAD system field requires a 'nature of call' code. If none of the preset codes perfectly match the incident, you should:
- Leave the field blank to avoid errors
- Choose the closest matching code and add detail in the narrative field (Correct answer)
- Create a new code on the spot
- Refuse to enter the call until the correct code is found
Correct answer: Choose the closest matching code and add detail in the narrative field
Selecting the nearest code and clarifying in the narrative ensures the call is logged and dispatched without delay.
Question 5: You are simultaneously monitoring radio traffic from two units and talking to a caller. What technique best prevents missing critical radio transmissions?
- Mute the radio while on a call to avoid distraction
- Train yourself to selectively listen for unit identifiers and urgent tones (Correct answer)
- Ask the caller to hold while you listen to the radio
- Turn radio volume to maximum so it overrides the call
Correct answer: Train yourself to selectively listen for unit identifiers and urgent tones
Experienced dispatchers develop selective auditory focus, keying in on identifiers and alert tones without blocking out all background audio.
Question 6: An operator receives a text-to-911 message with poor spelling and abbreviations. The best response is to:
- Ignore the message until it can be properly read
- Reply asking the texter to resend the message in full sentences
- Interpret the message as best as possible, confirm critical details by replying, and dispatch if life safety is indicated (Correct answer)
- Forward the message to a supervisor without responding
Correct answer: Interpret the message as best as possible, confirm critical details by replying, and dispatch if life safety is indicated
Text-to-911 callers may be unable to speak, so dispatchers must interpret imperfect messages and quickly confirm location and nature of emergency.
Question 7: Which of the following data entry habits most reduces errors during high-call-volume periods?
- Typing faster without reviewing entries
- Using personal shorthand codes not in the official system
- Reading back critical data (address, nature of call) to the caller before finalizing (Correct answer)
- Waiting until after the call to enter all information from memory
Correct answer: Reading back critical data (address, nature of call) to the caller before finalizing
Verbal confirmation with the caller catches address transpositions and misheard information before they reach responders.
911 Operator Test Data Entry and Multitasking 2
A caller is reporting a vehicle fire while simultaneously another line rings with what sounds like a shooting.
What is the best immediate action?