911 Operator Test Reading Comprehension and Clarity 2 — Questions and Answers
Question 1: A caller reports: 'There's smoke coming from the building next to the park on Elm Street — not the school, the other one.' What is the most critical information still needed?
- The caller's name
- The exact address or building identifier (Correct answer)
- Whether anyone is inside the building
- The color of the smoke
Correct answer: The exact address or building identifier
While occupancy status is also important, pinpointing the exact address is the first priority so units can be dispatched to the correct location.
Question 2: Which sentence is written with the greatest clarity for a dispatch log?
- Caller said something about a fight somewhere near downtown.
- Caller reports a physical altercation at 4th Ave and Main St involving two adult males. (Correct answer)
- There was a fight downtown, I think, according to what the caller said maybe.
- Fight reported, downtown area, details unclear.
Correct answer: Caller reports a physical altercation at 4th Ave and Main St involving two adult males.
An effective dispatch log entry includes specific location, nature of incident, and subject description without vague qualifiers.
Question 3: A dispatcher reads: 'Unit 7 is en route to the reported disturbance at 220 Oak Ave ETA 4 minutes.' What does 'en route' mean in this context?
- The unit has arrived on scene
- The unit is traveling toward the incident location (Correct answer)
- The unit is waiting for backup before proceeding
- The unit has cleared the previous call
Correct answer: The unit is traveling toward the incident location
'En route' is standard radio/dispatch terminology meaning a unit is actively traveling to a destination.
Question 4: A protocol script reads: 'If the patient is unconscious and not breathing, proceed to Card 9.' The caller says the patient is unconscious but breathing normally. Which action is correct?
- Proceed to Card 9 because the patient is unconscious
- Do not proceed to Card 9 because both conditions are not met (Correct answer)
- Skip all cards and wait for EMS
- Ask the caller to check if the patient is breathing again
Correct answer: Do not proceed to Card 9 because both conditions are not met
Protocol conditions must both be met; since breathing is normal, the specific Card 9 criteria are not satisfied.
Question 5: Which of the following best demonstrates 'active listening' during a 911 call?
- Interrupting the caller frequently to speed up information gathering
- Repeating key details back to the caller to confirm accuracy (Correct answer)
- Remaining silent throughout the call to avoid confusion
- Asking the caller to call back with more details
Correct answer: Repeating key details back to the caller to confirm accuracy
Repeating or paraphrasing key information confirms accuracy and reassures the caller that their message is understood.
Question 6: A written incident report states: 'The complainant alleged the suspect fled northbound on Route 9 in a blue sedan.' What does 'alleged' indicate?
- The information has been verified by police
- The information is from the complainant and not yet confirmed (Correct answer)
- The suspect was later caught
- The direction of travel is approximate
Correct answer: The information is from the complainant and not yet confirmed
'Alleged' signals that the claim comes from a source and has not been independently verified, which is important for accurate reporting.
Question 7: A caller gives the following address: 'It's 14... no wait, 40 Birch Lane.' How should the dispatcher handle this correction?
- Record the first number given (14) since it was said first
- Record 40 Birch Lane and verbally confirm it with the caller (Correct answer)
- Ask the caller to call back once they are certain
- Record both numbers and send units to check both addresses
Correct answer: Record 40 Birch Lane and verbally confirm it with the caller
The dispatcher should use the caller's corrected information and confirm it verbally to ensure accuracy before dispatch.
911 Operator Test Reading Comprehension and Clarity 2
A caller reports: 'There's smoke coming from the building next to the park on Elm Street — not the school, the other one.' What is the most critical information still needed?