911 Flashcards

Which of the following best describes 'ANI' in 911 call center operations?

Answer: Automated Number Identification — the callback number transmitted with the call

ANI delivers the caller's phone number to the dispatcher and is essential for callbacks if a call is disconnected.

A caller reports that a neighbor's child is unsupervised and appears to be in danger. The operator should:

Answer: Dispatch law enforcement and document the caller's concerns

Child welfare concerns with potential danger warrant a law enforcement response and thorough documentation.

What is the primary purpose of a Computer-Aided Dispatch (CAD) system?

Answer: To record and route incident information to responders in real time

CAD systems manage incident creation, resource assignment, and real-time status tracking for emergency responders.

During a mass-casualty incident, a 911 operator's priority is to:

Answer: Gather key information quickly, dispatch, and cycle through multiple callers

Mass-casualty events require rapid information gathering and dispatch so operators can manage the high call volume effectively.

A caller describes chest pain but insists an ambulance is not needed. The operator should:

Answer: Dispatch EMS anyway based on life-threatening symptoms

Chest pain is a potentially life-threatening symptom and EMS should be dispatched even if the caller refuses, as protocols generally require it.

What does 'ALI' stand for, and what is its function in E911 systems?

Answer: Automatic Location Identification — provides the caller's address to the dispatcher

ALI automatically displays the caller's address or location data on the dispatcher's screen when a call is received.

A 911 caller is hysterical and speaking too fast to understand. The best technique is to:

Answer: Speak in a slow, calm, authoritative tone and ask short, direct questions

A calm, controlled voice helps de-escalate the caller's emotional state and makes information gathering more effective.