FREE PSD Emergency Call Handling Protocols Questions and Answers

Question 1

During a 9-1-1 call for a structure fire, which of the following represents the correct order of incident priorities that a dispatcher must consider when gathering information and relaying it to responding units?

Accepted Answer

Life safety, incident stabilization, property conservation

Answer

Property conservation, incident stabilization, life safety

Answer

Incident stabilization, life safety, property conservation

Answer

Life safety, property conservation, incident stabilization

Question 2

A caller reports a multi-vehicle collision with unknown injuries. According to widely accepted Emergency Medical Dispatch (EMD) protocols, which two questions are among the most critical to ask immediately after verifying the location?

Accepted Answer

Is the patient conscious and are they breathing?

Answer

How many vehicles are involved and what direction were they traveling?

Answer

Is anyone trapped and what is the weather like?

Answer

Are the police on scene and are there any witnesses?

Question 3

A dispatcher receives a call from a highly agitated person reporting a domestic disturbance. The caller is yelling and not answering questions clearly. Which communication technique is most appropriate for the dispatcher to use initially?

Accepted Answer

Using a calm, authoritative tone and providing reassurance.

Answer

Matching the caller's volume to show you understand their urgency.

Answer

Immediately demanding specific information to take control.

Answer

Telling the caller to calm down or you will have to disconnect.

Question 4

What is the primary purpose of using structured questioning protocols, such as guide cards or software-based systems, in an emergency communications center?

Accepted Answer

To provide a consistent and logical method for information gathering and resource allocation.

Answer

To allow dispatchers to offer a medical diagnosis to the caller.

Answer

To ensure all callers are asked the exact same questions regardless of incident type.

Answer

To slow down the call-taking process to ensure maximum accuracy.

Question 5

A caller is reporting a robbery that just occurred. After obtaining the location, callback number, and ensuring the caller is safe, which line of questioning is most critical for officer safety and potential apprehension of the suspect?

Accepted Answer

Questioning if any weapons were seen or implied, and getting a suspect description.

Answer

Asking for the exact value of the items stolen.

Answer

Inquiring about the presence of security cameras in the area.

Answer

Determining the caller's emotional state and if they need counseling.

Question 6

Which of the following is a key principle of the 'horizontal dispatch' model in emergency call handling?

Accepted Answer

The call-taker continues to gather information from the caller while a separate dispatcher sends units to the scene.

Answer

The call must be completed and all information gathered before any units are dispatched.

Answer

One dispatcher handles the entire process from call-taking to dispatching to radio communications.

Answer

All calls are handled in a strict, sequential order based on the time they were received.