911 Operator Test Situational Judgment and Reasoning 2 — Questions and Answers
Question 1: A caller reports a neighbor has been playing loud music for six hours and won't respond to knocking. What is the most appropriate initial classification?
- Noise complaint / non-emergency
- Welfare check with possible domestic disturbance (Correct answer)
- Breaking and entering
- Criminal trespassing
Correct answer: Welfare check with possible domestic disturbance
The lack of response combined with prolonged unusual activity warrants a welfare check, which may escalate if a disturbance is found.
Question 2: You receive a call where the caller whispers 'I can't talk' and then says 'yes' or 'no' only. What is the best technique to use?
- Ask them to call back when they can speak freely
- Hang up and redial to get a clearer line
- Use yes/no questions to gather information covertly (Correct answer)
- Transfer to a supervisor immediately
Correct answer: Use yes/no questions to gather information covertly
Yes/no questioning allows a caller in a dangerous situation to communicate without alerting a nearby threat.
Question 3: A caller reports a vehicle fire on the highway. Which agencies should typically be notified?
- Fire department only
- Police only
- Fire department and police
- Fire department, police, and EMS (Correct answer)
Correct answer: Fire department, police, and EMS
A vehicle fire requires fire suppression, traffic control by police, and EMS on standby for potential injuries.
Question 4: During a call, a man states he just took a bottle of pills but sounds calm and coherent. How should you respond?
- Advise him to drink water and call back if he feels worse
- Dispatch EMS immediately and keep him on the line (Correct answer)
- Ask him to drive himself to the nearest hospital
- Tell him to call Poison Control and end the call
Correct answer: Dispatch EMS immediately and keep him on the line
Any reported overdose is a medical emergency requiring immediate EMS dispatch regardless of the caller's current demeanor.
Question 5: A caller describes a suspicious package left outside a government building. What is the FIRST action a 911 operator should take?
- Advise the caller to pick up the package and check its contents
- Dispatch police and instruct the caller to keep others away from the package (Correct answer)
- Contact the building's security desk directly
- Wait for additional calls confirming the package before dispatching
Correct answer: Dispatch police and instruct the caller to keep others away from the package
Suspicious packages should be treated as potential threats; police dispatch and keeping people away are immediate priorities.
Question 6: A caller is reporting an assault but keeps switching between describing the event and shouting at bystanders. What is the best way to manage this call?
- Put the call on hold until the caller settles down
- Firmly but calmly redirect the caller to answer your questions (Correct answer)
- Dispatch based on partial information and end the call
- Ask a bystander to take the phone instead
Correct answer: Firmly but calmly redirect the caller to answer your questions
Firmly redirecting an agitated caller keeps information flowing while maintaining control of the call.
Question 7: You are dispatching units for a residential burglary in progress when a second call comes in about a multi-vehicle accident with injuries. How should you prioritize?
- Finish the burglary dispatch completely before handling the accident
- Handle both simultaneously by using all available resources for each (Correct answer)
- Cancel the burglary response and redirect all units to the accident
- Place the accident caller on hold until the burglary is resolved
Correct answer: Handle both simultaneously by using all available resources for each
911 centers are designed to handle multiple incidents simultaneously; both calls must be processed with appropriate resources allocated to each.
911 Operator Test Situational Judgment and Reasoning 2
A caller reports a neighbor has been playing loud music for six hours and won't respond to knocking.
What is the most appropriate initial classification?