911 Dispatcher/Operator Exam — Questions and Answers

Question 1: Officers can locate the number on a material by looking for it on the:

In the chemical aid booklet
Red panel
Orange panel (Correct answer)
Black and White panel

Correct answer: Orange panel

In hazardous materials identification systems, such as those used in transportation, the UN/NA number (a four-digit identification number for hazardous substances) is typically found on an orange panel or placard. This panel is designed to quickly convey the specific material's identity to emergency responders, ensuring they can take appropriate safety measures.

Question 2: What is the primary purpose of asking 'Is the person breathing?' early in a medical 911 call?

To satisfy a legal documentation requirement
To determine whether CPR pre-arrival instructions should begin (Correct answer)
To decide if police should respond instead of EMS
To assess if the caller is trained in first aid

Correct answer: To determine whether CPR pre-arrival instructions should begin

Knowing whether the patient is breathing determines if life-threatening cardiac or respiratory arrest is occurring and if dispatcher-assisted CPR is needed.

Question 3: During a 911 call, the caller suddenly goes silent and the line stays open. Which action is MOST appropriate?

Continue speaking, listen for background sounds, and dispatch units to the location (Correct answer)
Wait for 2 minutes then disconnect
Disconnect and log it as a dropped call
Attempt to call the number back only

Correct answer: Continue speaking, listen for background sounds, and dispatch units to the location

Maintaining the open line while dispatching allows operators to gather audio clues and ensures help is sent even without verbal confirmation.

Question 4: A unit transmits 'Show me out at [address], Code 6.' What does Code 6 typically mean in many U.S. jurisdictions?

Officer is transporting a subject
Officer requesting backup immediately
Officer is on scene investigating, do not disturb unless urgent (Correct answer)
Officer is out of service for lunch

Correct answer: Officer is on scene investigating, do not disturb unless urgent

Code 6 commonly means the officer is out of the vehicle and investigating on scene, requesting minimal radio interruption unless it is urgent.

Question 5: A caller reports a suicidal person with a weapon. Which protocol best describes the correct response?

Send police only and advise family to talk the person down
Tell the caller to remove the weapon before units arrive
Dispatch law enforcement as the primary unit with EMS staged nearby (Correct answer)
Send EMS only, as this is a medical emergency

Correct answer: Dispatch law enforcement as the primary unit with EMS staged nearby

When a suicidal person has a weapon, law enforcement must secure the scene before EMS can safely enter, so police lead with EMS staged.

Question 6: An operator receives a text-to-911 message with poor spelling and abbreviations. The best response is to:

Interpret the message as best as possible, confirm critical details by replying, and dispatch if life safety is indicated (Correct answer)
Reply asking the texter to resend the message in full sentences
Ignore the message until it can be properly read
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: All callers who provide false information to 911 can be prosecuted. A caller knowingly gives a false address. What can you deduce?

The caller can be prosecuted (Correct answer)
The caller is only liable if emergency resources were wasted
The caller cannot be prosecuted unless they hang up
The caller must be warned before prosecution applies

Correct answer: The caller can be prosecuted

Applying the universal rule to this confirmed case logically concludes the caller can be prosecuted.

Question 8: A caller reports a motor vehicle accident with injuries on a highway. Which agencies should typically be dispatched?

Fire department only
Police only
EMS and police only
Police, fire, and EMS (Correct answer)

Correct answer: Police, fire, and EMS

A highway accident with injuries typically requires police for traffic control, fire for extrication, and EMS for medical treatment.

Question 9: A caller states she is being followed and whispers that she cannot speak freely. What should the dispatcher do?

Implement a yes/no questioning protocol and dispatch officers to her location (Correct answer)
Ask the caller to speak up so the information can be recorded
Transfer the call to law enforcement without further questioning
Tell the caller to call back when she is safe

Correct answer: Implement a yes/no questioning protocol and dispatch officers to her location

Yes/no questioning allows the dispatcher to gather critical information without endangering a caller who cannot speak openly.

Question 10: When a 911 call is received from a cellphone and the caller cannot provide an address, the dispatcher should first use:

The nearest cell tower's street address
A reverse phone lookup website
The Phase II wireless location data provided by the carrier to the PSAP (Correct answer)
The caller's billing address on file with the carrier

Correct answer: The Phase II wireless location data provided by the carrier to the PSAP

Phase II Enhanced 911 provides GPS or triangulated coordinates directly to the PSAP, giving the most accurate available location for mobile callers.

Question 11: A caller reports a domestic disturbance and mentions 'he has a knife.' At what point should this weapon information be relayed to responding officers?

Immediately, as soon as the information is obtained (Correct answer)
Only if the caller repeats it a second time
After the call has ended and a report is written
When the officer arrives on scene and asks for an update

Correct answer: Immediately, as soon as the information is obtained

Weapon information is a critical officer safety concern that must be transmitted to responders without delay.

Question 12: The cognitive ability to temporarily store, process, and manipulate information during a call, such as holding an address in your mind while hearing a suspect description, is known as:

Situational awareness
Working memory (Correct answer)
Auditory processing
Long-term memory

Correct answer: Working memory

Working memory is the specific cognitive system responsible for the temporary storage and manipulation of information required for complex tasks like listening, reasoning, and learning. It is essential for a dispatcher who must juggle multiple pieces of incoming information simultaneously before committing them to the CAD or long-term memory.

Question 13: When a caller gives a rural route address (e.g., RR 3 Box 45), what tool or method is most helpful to locate the property?

A rural addressing database or GIS layer with rural route parcels (Correct answer)
A standard city grid map
The caller's ZIP code alone
Driving directions from the nearest highway

Correct answer: A rural addressing database or GIS layer with rural route parcels

Rural route addresses don't map to standard street grids; GIS layers or rural addressing databases are needed to pinpoint parcel locations.

Question 14: What does 'ALI' stand for, and what is its function in E911 systems?

Active Location Index — tracks responder GPS
Advanced Line Interface — manages call queuing
Automatic Location Identification — provides the caller's address to the dispatcher (Correct answer)
Alternate Line Input — a backup phone system

Correct 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.

Question 15: A caller reports a shooting with multiple victims and is also asking for directions to the hospital. What is the operator's first priority?

Provide directions so the caller can transport victims quickly
Ask the caller to count the victims before dispatching
Obtain location and dispatch EMS and police before providing any secondary assistance (Correct answer)
Transfer the call to the hospital's nurse line

Correct answer: Obtain location and dispatch EMS and police before providing any secondary assistance

Obtaining location and initiating dispatch is always the first action; secondary assistance like directions comes only after units are en route.

Question 16: A caller reports that a neighbor's child is unsupervised and appears to be in danger. The operator should:

Dispatch law enforcement and document the caller's concerns (Correct answer)
Advise the caller to contact child protective services directly
Tell the caller it is not a 911 matter
Ask the caller to personally check on the child first

Correct answer: Dispatch law enforcement and document the caller's concerns

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

Question 17: While looking at a digital map to dispatch a fire engine, you notice a small, blue square symbol next to the reported structure fire, which is not a standard icon in your CAD system. What is the most likely meaning of this symbol and its relevance to the dispatch?

It is a placeholder for a future construction site.
It indicates the location of a fire hydrant. (Correct answer)
The incident is near a body of water.
A police unit is already on the scene.

Correct answer: It indicates the location of a fire hydrant.

On public safety and utility maps, specific symbols are used to denote critical infrastructure. A small, blue square or similar icon is a widely used symbol for a fire hydrant. This information is crucial for firefighting operations, as it indicates a readily available water source for the responding crew.

Question 18: During a shift, all available units are committed to calls. A new call comes in reporting a structure fire. What should the dispatcher do?

Hold the fire call until a unit clears
Ask the caller to contact the fire department directly
Immediately notify a supervisor and attempt to free or recall nearest available units (Correct answer)
Downgrade the fire call until resources free up

Correct answer: Immediately notify a supervisor and attempt to free or recall nearest available units

When resources are exhausted, a supervisor must be notified immediately to authorize recalls or mutual aid for a life-safety emergency like a structure fire.

Question 19: Which situation represents a PRIORITY 1 (immediate life-threatening) call?

Lost wallet reported at a park
Person not breathing and unresponsive (Correct answer)
Noise complaint from a neighbor
Abandoned vehicle on a residential street

Correct answer: Person not breathing and unresponsive

An unresponsive person who is not breathing is a cardiac or respiratory emergency requiring immediate Priority 1 EMS response.

Question 20: 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?

Skip all cards and wait for EMS
Do not proceed to Card 9 because both conditions are not met (Correct answer)
Proceed to Card 9 because the patient is unconscious
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 21: You see someone dumping dangerous materials illegally in progress. Which number do you dial first?

None of the above
911 (Correct answer)
Telephone Crime Reporting Unit (313)267-4600

Correct answer: 911

Witnessing the illegal dumping of dangerous materials in progress is an immediate public safety and environmental hazard. This situation requires an urgent response from emergency services, including potentially hazardous materials teams and law enforcement, to contain the threat and apprehend the perpetrators. Therefore, 911 is the appropriate number to call.

Question 22: A caller states 'I think my neighbor might be having a stroke.' What symptom reported by the caller would most confirm this as a Priority 1 medical call?

Neighbor has a history of high blood pressure
Neighbor complained of mild headache earlier
Neighbor has sudden facial drooping and cannot speak clearly (Correct answer)
Neighbor seems tired and went to bed early

Correct answer: Neighbor has sudden facial drooping and cannot speak clearly

Sudden facial drooping and speech difficulty are classic stroke (FAST) signs requiring immediate EMS dispatch.

Question 23: A dispatcher notices on the CAD map that the nearest unit to an incident is across a river with no bridge for 5 miles. What should the dispatcher consider?

Wait for a helicopter to become available
Close the incident and reopen it with a different address
Dispatch the next closest unit that has a viable route, accounting for travel obstacles (Correct answer)
Dispatch that unit anyway since map distance is what matters

Correct answer: Dispatch the next closest unit that has a viable route, accounting for travel obstacles

Map proximity does not always equal fastest response; geographic obstacles like rivers require dispatchers to consider actual road access and travel routes.

Question 24: Any confidential information disclosure needs to be properly documented and only shared with those who need to know.

True (Correct answer)
False

Correct answer: True

In emergency services, handling confidential information is a critical responsibility that demands strict adherence to protocols. Any disclosure must be meticulously documented to maintain accountability and transparency, and information should only be shared on a 'need-to-know' basis to protect privacy and comply with legal and ethical guidelines.

Question 25: An operator must enter a vehicle license plate, 'ADG 4581', into the CAD system while listening to a caller describe the suspect's direction of travel. Which technique is most effective for ensuring data accuracy?

Ask the caller to pause their description, enter the plate number carefully, and then ask them to continue. (Correct answer)
Type the plate number as quickly as possible and then ask the caller to repeat the direction of travel.
Write the plate number down on a notepad first, then enter it into the system after the caller finishes speaking.
Try to type the plate number and listen for the direction of travel simultaneously.

Correct answer: Ask the caller to pause their description, enter the plate number carefully, and then ask them to continue.

Briefly and politely controlling the call to ensure a critical piece of data like a license plate is entered accurately is a key skill. Trying to do both simultaneously increases the risk of errors in both the data entry and the information being heard. Waiting until the end of the call risks forgetting the plate number entirely.

Question 26: Which practice helps a dispatcher maintain accuracy when logging incident updates during a long, evolving event?

Delegating all logging to a trainee to stay focused on radio
Typing updates from memory after the event concludes
Timestamping each update as it occurs throughout the event (Correct answer)
Summarizing all updates in a single entry at the end of the event

Correct answer: Timestamping each update as it occurs throughout the event

Real-time timestamped entries create an accurate chronological record critical for after-action reviews and legal documentation.

Question 27: Which factor most significantly elevates a call's priority level?

The caller's tone of voice
Presence of weapons or immediate threat to life (Correct answer)
Whether the caller is a repeat caller
The neighborhood or area of the city

Correct answer: Presence of weapons or immediate threat to life

The presence of weapons or an immediate threat to life is the primary factor that escalates a call to the highest priority.

Question 28: What is the significance of a 'dead spot' in radio coverage?

A frequency reserved for emergency use only
A time of day when all non-emergency traffic is prohibited
A radio channel with no active talkgroups assigned
A geographic area where radio signals are weak or unable to be received (Correct answer)

Correct answer: A geographic area where radio signals are weak or unable to be received

Dead spots are geographic areas where terrain, buildings, or distance prevent adequate radio signal reception, creating communication gaps.

Question 29: In ICS radio communications, what is the role of the 'Communications Unit Leader' (COML)?

Operate the primary dispatch console for the jurisdiction
Handle all media and public information transmissions
Plan, set up, and manage the communications system for an incident (Correct answer)
Monitor civilian scanner traffic during incidents

Correct answer: Plan, set up, and manage the communications system for an incident

The COML is responsible for planning and managing the tactical communications system for an incident, including frequency assignments and equipment.

Question 30: A caller states they are in a parking garage on level 3 and see smoke coming from the stairwell. When directing firefighters, what location detail is most critical to relay?

The garage's total number of levels
The number of cars on that level
Only the street address of the garage
The specific garage level and the stairwell's location within the garage (Correct answer)

Correct answer: The specific garage level and the stairwell's location within the garage

Vertical location (floor level) combined with the horizontal position of the stairwell gives responders the most precise location in a multi-level structure.

Question 31: What does the term 'call processing time' refer to in 911 operations?

The time from when the call is answered to when units are dispatched (Correct answer)
The travel time for responders to reach the scene
The time spent documenting the incident after the call
The total duration of a 911 call

Correct answer: The time from when the call is answered to when units are dispatched

Call processing time measures dispatcher efficiency from call answer to unit dispatch and is a key performance metric.

Question 32: What is the PRIMARY purpose of using a phonetic alphabet during radio transmissions?

To follow federal radio regulations
To keep transmissions confidential
To communicate faster than normal speech
To ensure letters are clearly understood despite noise or static (Correct answer)

Correct answer: To ensure letters are clearly understood despite noise or static

Phonetic alphabets prevent misidentification of similar-sounding letters like B and D over noisy radio channels.

Question 33: A caller reports a drowning in progress at a public pool. Which resource should the dispatcher NOT send as the primary unit?

Animal control (Correct answer)
Fire department with water rescue capability
EMS
Police for scene control

Correct answer: Animal control

Animal control has no role in a drowning response; fire water rescue, EMS, and police are the appropriate agencies for this life-safety emergency.

Question 34: Which of the following is a key skill tested on most 911 dispatcher written exams?

Advanced medical diagnosis
Proficiency in a second language
Data entry accuracy under pressure (Correct answer)
Knowledge of criminal law statutes

Correct answer: Data entry accuracy under pressure

Accurate and fast data entry is critical for dispatchers because errors in incident logs or addresses can delay or misdirect response units.

Question 35: A caller reports a vehicle driving erratically but cannot confirm the driver is intoxicated. What is the MOST appropriate deductive step for dispatch?

Wait for additional calls before dispatching
Dispatch officers to investigate, as erratic driving alone justifies a traffic stop (Correct answer)
Ask the caller to follow the vehicle and report back
Disregard the call since intoxication is unconfirmed

Correct answer: Dispatch officers to investigate, as erratic driving alone justifies a traffic stop

Erratic driving is independently dangerous and justifies police response regardless of the unconfirmed cause.

Question 36: A dispatcher is told a fire is spreading from the 300 block toward the 400 block of Main Street. Which direction is the fire moving if Main Street runs east-west and numbers increase going east?

Northward
Westward
Eastward (Correct answer)
Southward

Correct answer: Eastward

If block numbers increase going east, fire moving from the 300 block to the 400 block is moving eastward.

Question 37: A caller says 'someone broke into my car' but is whispering and says they are 'inside the house.' What should you deduce about the caller's situation?

The caller is exaggerating the incident
The caller may be hiding from an intruder and is in immediate danger (Correct answer)
The caller is confused about the location of the break-in
The call is a prank

Correct answer: The caller may be hiding from an intruder and is in immediate danger

Whispering while claiming to be inside suggests the caller may be hiding from a threat, indicating a more serious situation than a car break-in.

Question 38: Which sentence is written with the greatest clarity for a dispatch log?

Caller reports a physical altercation at 4th Ave and Main St involving two adult males. (Correct answer)
Caller said something about a fight somewhere near downtown.
Fight reported, downtown area, details unclear.
There was a fight downtown, I think, according to what the caller said maybe.

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 39: A caller reports a traffic accident with major injuries. The dispatcher should obtain the location and then immediately:

Dispatch EMS and police while continuing to gather information (Correct answer)
Ask detailed insurance questions before dispatching
Wait until the caller has finished describing the scene
Transfer the caller to the nearest hospital

Correct answer: Dispatch EMS and police while continuing to gather information

Dispatching resources should occur simultaneously with continued information gathering, not after all details are obtained.

Question 40: What is a 'repeater' in public safety radio communication?

A device that receives a weak signal and retransmits it at higher power to extend range (Correct answer)
A unit assigned solely to monitor radio traffic
A backup radio system activated during outages
A dispatcher who relays messages verbally to field units

Correct answer: A device that receives a weak signal and retransmits it at higher power to extend range

A repeater receives transmissions on one frequency and simultaneously retransmits them on another at greater power, greatly extending communication range.

Question 41: A caller says they were told to 'turn left at the light' three times. This type of verbal direction is problematic for dispatch because:

It doesn't use street names, making the location impossible to map precisely (Correct answer)
Traffic signals change frequently and may not be present
Left turns are always illegal without signage
Callers often confuse left and right under stress

Correct answer: It doesn't use street names, making the location impossible to map precisely

Relative directions like 'left at the light' cannot be converted to a map coordinate without street names as reference points.

Question 42: During a mass casualty incident, a dispatcher's role includes:

Transferring all incoming calls to a federal emergency line
Coordinating multiple units, activating mutual aid, and maintaining communication between all responding agencies (Correct answer)
Responding to the scene to assist with triage
Ceasing all non-related calls until the incident is resolved

Correct answer: Coordinating multiple units, activating mutual aid, and maintaining communication between all responding agencies

During a mass casualty incident, the dispatcher is the communication hub — coordinating resources, requesting mutual aid, and keeping all agencies informed.

Question 43: A caller reports a drowning victim who has been pulled from the water and is unresponsive. After instructing bystanders to call back, the operator should provide pre-arrival instructions for:

Waiting for EMS before touching the victim
Rolling the victim on their side to drain water first
Warming the victim with blankets only
Beginning CPR if the victim is not breathing (Correct answer)

Correct answer: Beginning CPR if the victim is not breathing

CPR should begin immediately for a non-breathing drowning victim; rolling them to drain water is an outdated practice not supported by current guidelines.

Question 44: A protocol card reads: 'If caller confirms fire, transfer to Fire Dispatch immediately. If unsure, continue with pre-arrival instructions.' The caller says 'I think I see flames but I'm not sure.' What should the dispatcher do?

Continue with pre-arrival instructions since the caller is unsure (Correct answer)
Transfer and also continue instructions simultaneously
Transfer to Fire Dispatch since fire is possible
End the call and advise the caller to look again

Correct answer: Continue with pre-arrival instructions since the caller is unsure

The protocol's branching condition requires the caller to confirm fire; uncertainty directs the dispatcher to continue pre-arrival instructions.

Question 45: The organization whose goal it is to help citizens and first responders is to make sure that as a country we jointly work to improve our capacity to anticipate, defend against, respond to, recover from, and mitigate hazards

CEMP
NIMS
FEMA (Correct answer)
NORAD

Correct answer: FEMA

FEMA, the Federal Emergency Management Agency, is the U.S. government agency responsible for coordinating the nation's response to disasters. Its mission explicitly includes helping citizens and first responders prepare for, protect against, respond to, recover from, and mitigate all hazards, aligning perfectly with the description provided.

Question 46: Which of the following calls should be assigned the LOWEST priority?

Person unconscious on the street
Armed robbery in progress
Reported structure fire
Theft that occurred three days ago with no suspect on scene (Correct answer)

Correct answer: Theft that occurred three days ago with no suspect on scene

A theft that occurred days ago with no active threat or suspect is a cold report and carries the lowest urgency.

Question 47: An agency's standard operating procedure (SOP) states: 'Any 911 call reporting chest pains in a person over the age of 50 must be coded as a potential cardiac event and receive the highest priority medical dispatch.' An operator receives a call from a 62-year-old male reporting severe chest pains. The operator immediately codes the call according to the SOP. This action is a direct application of:

Subjective Prioritization
Deductive Reasoning (Correct answer)
Emotional Intelligence
Inductive Reasoning

Correct answer: Deductive Reasoning

This is a classic example of deductive reasoning. The operator starts with a general rule (the SOP) and applies it to a specific case (the 62-year-old caller) to reach a necessary, logical conclusion and action. The conclusion is guaranteed if the premises are true.

Question 48: A caller reports a fire at a warehouse. Historically, warehouse fires spread faster than residential fires due to open floor plans. What should you inductively prioritize?

Dispatch a larger response given the higher risk of rapid fire spread (Correct answer)
Send a single fire unit to assess first
Send police before the fire department
Wait for the caller to confirm flames before dispatching

Correct answer: Dispatch a larger response given the higher risk of rapid fire spread

Historical patterns showing warehouses have rapid fire spread support a larger initial dispatch.

Question 49: A 911 operator is taking a call from a frantic individual reporting a car accident, while simultaneously hearing radio traffic about a separate, active police pursuit. Which of the following best describes the most effective initial action for the operator?

Immediately transfer the call to a different operator to handle the accident report.
Place the caller on a brief hold to focus entirely on the radio traffic from the police pursuit.
Continue gathering critical information from the caller while keeping the radio on to monitor the pursuit for any urgent updates. (Correct answer)
Ask the caller to speak faster so that the operator can clear the line for the other incident.

Correct answer: Continue gathering critical information from the caller while keeping the radio on to monitor the pursuit for any urgent updates.

This demonstrates effective multitasking, or 'serial tasking,' by handling the primary task (the active call) while maintaining situational awareness of other critical events. Placing the caller on hold or rushing them can lead to missed information, and transferring the call may not be the most efficient option if other operators are also busy.

Question 50: What is the primary reason dispatchers should avoid using 'ten-codes' in NIMS-compliant communications?

Ten-codes vary by agency and can cause confusion during multi-agency responses (Correct answer)
Ten-codes are no longer legally recognized by the FCC
Ten-codes are too long and slow down transmissions
Ten-codes cannot be used on digital radio systems

Correct answer: Ten-codes vary by agency and can cause confusion during multi-agency responses

NIMS promotes plain language because ten-codes differ between agencies, creating dangerous miscommunications when multiple agencies work together.

Question 51: When multitasking during a high-stress call, what is the most common type of data entry error an operator should be vigilant about?

Forgetting to enter the call-taker's own ID number.
Incorrectly logging the time of the call.
Misspelling the caller's last name.
Transposing numbers in an address or license plate. (Correct answer)

Correct answer: Transposing numbers in an address or license plate.

Transposition errors (swapping the order of numbers or letters) are common under pressure and can have significant consequences, such as sending responders to the wrong location or identifying the wrong vehicle. While all errors should be avoided, transposition of critical numbers is a frequent and high-impact mistake.

Question 52: Which of the following medical calls would receive the highest priority for dispatch?

An elderly person who fell and is uninjured but cannot get up.
A person with a moderate fever and cough.
A person with a broken leg after a fall.
A child having a severe allergic reaction and difficulty breathing. (Correct answer)

Correct answer: A child having a severe allergic reaction and difficulty breathing.

Difficulty breathing is a life-threatening emergency that requires immediate intervention. This is considered an 'Echo' or 'Delta' level response in many dispatch systems, signifying the highest urgency. While the other situations require medical attention, they are not as immediately life-threatening as a compromised airway.

Question 53: While on a call, the line goes silent and the caller does not respond to your prompts. What should you do?

Disconnect and wait for the caller to call back
Redial the number immediately and if unanswered, close the call
Stay on the line, repeatedly ask if they are okay, and dispatch based on last known information (Correct answer)
Transfer the call to a supervisor

Correct answer: Stay on the line, repeatedly ask if they are okay, and dispatch based on last known information

A silent line may indicate the caller was incapacitated; dispatching on last known information protects the caller.

Question 54: Which of the following actions demonstrates proper radio discipline for a 911 dispatcher?

Holding the microphone key down for a few seconds before and after speaking to ensure the full message is sent.
Providing non-essential information and engaging in casual conversation to build rapport with units.
Acknowledging a unit's transmission with a brief, clear "copy" or "received" before proceeding. (Correct answer)
Speaking in a loud, high-pitched voice to ensure the transmission cuts through noise.

Correct answer: Acknowledging a unit's transmission with a brief, clear "copy" or "received" before proceeding.

Proper radio discipline prioritizes clear, concise, and professional communication. Acknowledging a transmission confirms the message was received and understood, which is essential for maintaining situational awareness and the flow of information. Speaking too loudly can cause distortion, non-essential chatter clogs the channel, and holding the key down excessively (dead air) prevents others from transmitting.

Question 55: What is 'NG911' (Next Generation 911)?

A nationwide database of repeat 911 callers
A new training program replacing traditional dispatcher academies
A federal agency that oversees all emergency dispatch centers
An IP-based 911 infrastructure that supports text, video, and data in addition to voice calls (Correct answer)

Correct answer: An IP-based 911 infrastructure that supports text, video, and data in addition to voice calls

NG911 modernizes the 911 system with IP-based technology that allows text messages, images, and video to be sent to dispatch centers alongside voice calls.

Question 56: A 911 call drops after the caller says 'he has a—'. You call back and get no answer. What is the most logical deduction to act upon?

Call back a second time before taking any action
Log it as an incomplete call for follow-up later
Treat the incomplete statement as a potential weapon report and dispatch immediately (Correct answer)
Assume it was a technical issue and wait

Correct answer: Treat the incomplete statement as a potential weapon report and dispatch immediately

An incomplete call ending mid-sentence followed by no callback response is most safely treated as a potential weapon or violence situation.

Question 57: A caller reports smoke coming from a building but is unsure if anyone is inside. How should the dispatcher handle uncertainty about occupants?

Dispatch fire and EMS, and have units treat as occupied until confirmed otherwise (Correct answer)
Dispatch only fire and do not send EMS until occupants are confirmed
Assume no one is inside and send a single unit to investigate
Ask the caller to enter the building and check before units respond

Correct answer: Dispatch fire and EMS, and have units treat as occupied until confirmed otherwise

Dispatchers should always err on the side of safety by treating an uncertain occupancy situation as occupied until responders confirm otherwise.

Question 58: A caller reports smoke coming from a neighbor's apartment but sees no flames and does not know if anyone is inside. What is the correct priority?

Moderate — send units when fire resources are free
High — potential structure fire with possible occupants requires immediate response (Correct answer)
Low — no visible flame means no confirmed fire
Non-emergency — advise caller to knock on the neighbor's door first

Correct answer: High — potential structure fire with possible occupants requires immediate response

Smoke inside a building is treated as an active fire until proven otherwise; immediate fire department dispatch is required due to potential occupants.

Question 59: All violent crimes require police response. A caller describes someone being physically assaulted. What do you deduce?

Police should only respond if the caller is in danger
Police response is required (Correct answer)
Only EMS is needed since it is a medical matter
Police response depends on whether the assault has stopped

Correct answer: Police response is required

Assault is a violent crime, and since all violent crimes require police response, police must be dispatched.

Question 60: A neighborhood has reported three catalytic converter thefts in two weeks, all occurring between 2–4 AM. What inductive conclusion helps dispatch prepare?

Increased patrols in that area between 2–4 AM are likely to deter or catch the thief (Correct answer)
The thefts will stop on their own
The thefts are unrelated coincidences
Catalytic converter thefts are random and unpredictable

Correct answer: Increased patrols in that area between 2–4 AM are likely to deter or catch the thief

A clear temporal pattern allows dispatch to recommend targeted patrol coverage during those hours.

Question 61: According to most standardized dispatch protocols, which factor is the most critical in determining the priority of a call?

The potential for imminent harm to a person. (Correct answer)
The value of the property involved.
The time of day the call is received.
The emotional state of the caller.

Correct answer: The potential for imminent harm to a person.

The primary factor in call prioritization is the threat to life or the potential for serious injury. Events that are in-progress and life-threatening, such as a medical emergency like difficulty breathing or a violent crime in progress, will always take precedence over property crimes or past events.

Question 62: During a mass-casualty incident, what triage priority designation is given to victims who are deceased or have unsurvivable injuries?

Red (Immediate)
Black (Expectant/Deceased) (Correct answer)
Green (Minor)
Yellow (Delayed)

Correct answer: Black (Expectant/Deceased)

Black tags in START triage are assigned to deceased victims or those with injuries incompatible with survival given available resources.

Question 63: On a dispatch map, what does a 'dead end' or 'cul-de-sac' notation mean for responding units?

Emergency vehicles are prohibited from using the road
The road connects to an alley on the other side
There is only one way in and out, requiring careful positioning of units to avoid blocking egress (Correct answer)
The road is temporarily closed for construction

Correct answer: There is only one way in and out, requiring careful positioning of units to avoid blocking egress

Dead ends and cul-de-sacs have only one entry/exit point, so units must position themselves to avoid blocking the only escape or additional response route.

Question 64: On a standard gridded map page, what is the primary purpose of the alphanumeric coordinates (e.g., D-8, G-14) found in a street index?

To quickly guide the user to the general location of a street on the map page. (Correct answer)
To calculate the exact distance between two points.
To identify the zip code for that specific area.
To indicate the direction of traffic flow on one-way streets.

Correct answer: To quickly guide the user to the general location of a street on the map page.

The alphanumeric grid system divides a map into smaller squares, allowing a user to find the general vicinity of a street quickly by cross-referencing the coordinates from the index. It narrows the search area on a potentially complex map.

Question 65: 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 66: A caller reports they are at a location described as '2 miles east of the water tower on County Road 18.' What type of landmark is a water tower for dispatch purposes?

A landmark only recorded in agricultural maps
A landmark only useful at night when lit
An unreliable landmark because water towers move
A fixed, visible reference point useful for rural location estimation (Correct answer)

Correct answer: A fixed, visible reference point useful for rural location estimation

Water towers are permanently fixed, often visible from a distance, and commonly used as reference landmarks in rural and suburban areas.

Question 67: A caller reporting a robbery sounds extremely calm and is reading from what seems like a script. What is the most logical deduction?

The call may be staged or fraudulent, warranting additional verification (Correct answer)
Calm callers always provide the most accurate information
The caller is a trained professional who handles stress well
The call should be prioritized because of the caller's clarity

Correct answer: The call may be staged or fraudulent, warranting additional verification

Scripted, unnaturally calm behavior during a reported violent crime is a red flag that the call may not be genuine.

Question 68: An elderly caller is reporting an emergency but cannot recall her address. What is the best way to help her identify her location?

Ask her to step outside and read the nearest street signs or house numbers (Correct answer)
Ask for her phone number and search it in a phone book
Hang up and use ANI/ALI data to obtain the address from the system
Advise her to call a family member who might know the address

Correct answer: Ask her to step outside and read the nearest street signs or house numbers

Asking the caller to look for visible address clues is faster and more reliable than solely depending on ANI/ALI, which may not be current.

Question 69: Which call type typically receives the LOWEST dispatch priority in standard emergency call prioritization systems?

Person with difficulty breathing
Unconscious adult in a public park
Residential structure fire
Residential burglar alarm with no confirmation of entry (Correct answer)

Correct answer: Residential burglar alarm with no confirmation of entry

Unconfirmed burglar alarms with no evidence of actual entry are classified as low priority due to extremely high false-alarm rates.

Question 70: What does '10-33' typically mean in many US dispatch systems?

Officer on meal break
Emergency — all units clear the channel (Correct answer)
Unit is off duty
Traffic stop in progress

Correct answer: Emergency — all units clear the channel

10-33 signals an emergency requiring all units to clear the radio channel for priority traffic.

Question 71: A 911 operator receives a call about a person in cardiac arrest, but the caller states the patient has a Do Not Resuscitate (DNR) order. What is the most appropriate operator action?

Escalate to a supervisor and hold all dispatch until approval is given
Advise the caller to begin CPR regardless of the DNR order
Cancel the dispatch immediately upon hearing about the DNR
Continue dispatching EMS and inform responding units about the reported DNR (Correct answer)

Correct answer: Continue dispatching EMS and inform responding units about the reported DNR

Operators should dispatch EMS and relay DNR information to responders, as verifying a legal DNR order is the responsibility of medical personnel on scene, not the dispatcher.

Question 72: When a caller dials 911 but says nothing, what should the operator do?

Immediately disconnect
Transfer to police only
Wait 60 seconds then disconnect
Announce your presence, ask if help is needed, and stay on the line (Correct answer)

Correct answer: Announce your presence, ask if help is needed, and stay on the line

Silent calls may indicate an emergency where speaking is dangerous, so operators should announce themselves, listen for clues, and dispatch if uncertain.

Question 73: A caller tells you, 'There are about ten people fighting outside.' When you ask if anyone has a weapon, they say, 'I don't know, maybe.' How do you log this?

Large fight, weapons possible — caller uncertain (Correct answer)
Large fight, approximately 10 persons, weapons unknown
Large fight, no weapons
Large fight, weapons confirmed

Correct answer: Large fight, weapons possible — caller uncertain

Logging 'weapons possible — caller uncertain' correctly conveys that the caller couldn't rule out weapons, prompting appropriate officer response.

Question 74: What does a 'one-way street' designation mean for dispatching a unit to an address on that street?

Only foot patrol can access the address
Units can only approach from the direction of legal travel on that street (Correct answer)
Units may travel either direction using emergency override
The address numbering system is reversed

Correct answer: Units can only approach from the direction of legal travel on that street

Even emergency vehicles should approach from the legal direction of travel on one-way streets to avoid head-on conflicts with other traffic.

Question 75: A caller reports a minor fender-bender with no injuries. Both drivers are safely on the shoulder. Which is the most appropriate response?

Advise the parties to exchange insurance and handle it privately, no dispatch needed
Dispatch EMS as a precaution for any hidden injuries
Dispatch police with standard (non-emergency) response (Correct answer)
Dispatch police and fire with lights and sirens

Correct answer: Dispatch police with standard (non-emergency) response

Property-only crashes still require a police report for insurance and legal purposes, but no life-threatening emergency warrants a non-emergency response.

Question 76: When two Priority 1 calls come in simultaneously and only one unit is available, what is the best immediate action?

Flip a coin to remain unbiased
Dispatch to the call with the greatest immediate threat to life (Correct answer)
Dispatch to the call that came in first
Wait until a second unit is available before dispatching either

Correct answer: Dispatch to the call with the greatest immediate threat to life

When resources are limited, the call posing the greatest immediate threat to human life takes precedence over arrival order.

Question 77: Which of the following is a best practice for authenticating an unusual or suspicious radio request?

Comply immediately to avoid delaying emergency response
Request the caller identify by unit number, name, and supervisor if needed (Correct answer)
Transfer the call to a senior dispatcher without verifying
Record the transmission and review it after complying

Correct answer: Request the caller identify by unit number, name, and supervisor if needed

Verifying identity by requesting unit number and name helps prevent unauthorized persons from impersonating officers and directing false dispatches.

Question 78: What does the radio term 'ETA' stand for?

End of Traffic Acknowledgment
Emergency Tactical Alert
Estimated Time of Arrival (Correct answer)
Emergency Transmission Authorization

Correct answer: Estimated Time of Arrival

ETA stands for Estimated Time of Arrival, commonly used by dispatchers and field units to communicate expected arrival time at a location.

Question 79: 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?

Ask a bystander to take the phone instead
Dispatch based on partial information and end the call
Put the call on hold until the caller settles down
Firmly but calmly redirect the caller to answer your questions (Correct answer)

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 80: NORAD is an acronym for:

North American Aerospace Defense Command (Correct answer)
North American Roadway Area Department
National Officers Retaining Area Defenses
National Organization for response and Detaining

Correct answer: North American Aerospace Defense Command

NORAD stands for North American Aerospace Defense Command. It is a bi-national organization of the United States and Canada that provides aerospace warning, aerospace control, and maritime warning for North America, primarily monitoring airspace and providing early warning of potential threats.

Question 81: A caller believes they are having a heart attack but insists on driving themselves to the hospital. What should the dispatcher do?

Give them directions to the nearest hospital and wish them well
Tell them to have someone else drive them instead
Advise them to chew aspirin and call back if it gets worse
Strongly advise against driving and dispatch EMS to their location (Correct answer)

Correct answer: Strongly advise against driving and dispatch EMS to their location

Driving during a heart attack is dangerous to the patient and the public; EMS dispatch ensures rapid care and prevents additional risk.

Question 82: Which of the following is a primary function of a Computer-Aided Dispatch (CAD) system in relation to multitasking and data entry?

To eliminate the need for operators to listen to radio traffic by displaying all transmissions as text.
To provide a structured format for entering call information, ensuring consistency and accuracy across incidents. (Correct answer)
To provide a direct voice-to-text transcription of every incoming call.
To automatically dispatch the closest unit without any operator intervention.

Correct answer: To provide a structured format for entering call information, ensuring consistency and accuracy across incidents.

A core purpose of a CAD system is to standardize the data collection process for all calls for service. It provides specific fields for location, reporting party, incident type, and narratives, which helps the operator enter data accurately and efficiently, even while performing other tasks like speaking to the caller or listening to the radio. While some CAD systems have advanced features, they do not typically eliminate the need for dispatcher discretion or monitoring.

Question 83: When a unit transmits 'Signal 1000' or a similar emergency alert tone, what should all other units on the channel do?

Continue transmitting normally
Switch to an alternate channel
Increase transmitter power
Cease all transmissions immediately and stand by (Correct answer)

Correct answer: Cease all transmissions immediately and stand by

Emergency alert tones require all other units to immediately clear the channel so the emergency traffic can proceed without interference.

Question 84: A caller says: 'He just left going west on Maple — black hoodie, jeans, about six feet.' In the written summary, what is the correct order of subject description elements?

Height, clothing, direction of travel
Physical description, clothing, direction of travel
Direction of travel, physical description, clothing (Correct answer)
There is no required order for suspect descriptions

Correct answer: Direction of travel, physical description, clothing

Standard dispatch practice organizes suspect information as direction/travel, then physical description, then clothing to align with how officers will search.

Question 85: When a caller reports that someone is unconscious and not breathing, what is the 911 operator's first action?

Ask the caller to confirm the address before anything else
Tell the caller to wait for EMS to arrive
Dispatch EMS and then gather caller information
Begin providing CPR instructions immediately (Correct answer)

Correct answer: Begin providing CPR instructions immediately

Life-saving pre-arrival instructions, including CPR guidance, should begin as soon as the nature of the emergency is clear to minimize time without intervention.

Question 86: A 911 operator receives a silent call with no response but can hear background sounds of a struggle. The correct action is to:

Keep the line open indefinitely without dispatching
Treat it as a potential emergency and dispatch units to the ANI/ALI location (Correct answer)
Send a text message to the number asking if help is needed
Disconnect after 30 seconds of silence

Correct answer: Treat it as a potential emergency and dispatch units to the ANI/ALI location

Silent 911 calls with distress sounds should be treated as active emergencies and dispatched to the traced location.

Question 87: An officer reports they are unable to get a signal to the repeater from inside a large concrete structure and are switching to a 'talk-around' or 'direct' channel. The officer is switching to what type of communication protocol?

A simplex communication channel. (Correct answer)
A satellite communication channel.
A trunked radio channel.
A duplex communication channel.

Correct answer: A simplex communication channel.

A simplex channel allows for direct radio-to-radio communication on a single frequency without using a repeater or other system infrastructure. This is commonly called 'talk-around' or 'direct' and is used when the main system is out of range or blocked, such as inside a building or in a remote area.

Question 88: What is the purpose of 'incident priority codes' used by dispatch centers?

To determine which calls are billed to the caller's insurance
To assign liability in post-incident legal proceedings
To rank the urgency of incidents so that resources are allocated to the most critical situations first (Correct answer)
To categorize calls for annual statistical reporting only

Correct answer: To rank the urgency of incidents so that resources are allocated to the most critical situations first

Priority codes allow dispatchers to quickly rank incident urgency and ensure that life-threatening emergencies receive the fastest response.

Question 89: What should a 911 operator do when a caller provides an address in a jurisdiction outside the operator's PSAP coverage area?

Tell the caller to look up the correct number
Take the call information and transfer it to the appropriate PSAP (Correct answer)
Hang up and advise the caller to call back
Dispatch local units regardless

Correct answer: Take the call information and transfer it to the appropriate PSAP

Operators must transfer out-of-jurisdiction calls to the correct PSAP while ensuring continuity so the caller is not abandoned.

Question 90: A dispatcher receives a call where the caller is whispering and seems afraid. Beyond gathering location data, the dispatcher should:

Hang up and call back on the caller's number
Ask yes/no questions that require only minimal verbal response and continue logging (Correct answer)
Tell the caller to speak louder so information can be recorded accurately
Wait silently until the caller feels safe enough to speak normally

Correct answer: Ask yes/no questions that require only minimal verbal response and continue logging

Yes/no questions let a frightened caller communicate safely while the dispatcher continues building the incident record.

Question 91: When is it acceptable for a 911 dispatcher to share details of a call with friends or family?

Only after the incident has been officially closed
Only if the incident is already reported in the local news
Never — all call information is strictly confidential (Correct answer)
Only with explicit written supervisor permission

Correct answer: Never — all call information is strictly confidential

Dispatchers are legally and ethically bound by confidentiality requirements and must never share call details outside official channels.

Question 92: A caller reports a theft, stating, 'This guy, I don't know, maybe 6 feet, wearing a green hat and a jacket, just grabbed my purse and ran towards the bus station on 5th!' Which of the following responses best uses the technique of paraphrasing to ensure clarity and comprehension?

"Okay, so a tall guy in a green hat stole your purse and ran away?"
"Okay, let me confirm: a male, approximately 6 feet tall, wearing a green hat and a jacket, stole your purse and was last seen running toward the bus station on 5th Street. Is that correct?" (Correct answer)
"What kind of jacket was he wearing and what color was it?"
"Did he have any other distinguishing features?"

Correct answer: "Okay, let me confirm: a male, approximately 6 feet tall, wearing a green hat and a jacket, stole your purse and was last seen running toward the bus station on 5th Street. Is that correct?"

This is the best example of paraphrasing for clarification. It restates all the key pieces of information provided by the caller (height estimate, clothing, action, direction of travel) in a structured way and asks for confirmation. This ensures the operator has accurately understood and recorded the details before broadcasting them, without adding new information or asking a question that distracts from the immediate need to confirm the facts.

Question 93: A 911 operator receives a call about a suspicious person. The caller describes the subject as 'wearing a red hoodie, about 6 feet tall, and walking north on Oak Ave.' How many identifying data points has the caller provided?

Three
Five
Four (Correct answer)
Two

Correct answer: Four

Four data points are provided: clothing color/type (red hoodie), height (6 feet), direction of travel (north), and street name (Oak Ave).

Question 94: In reviewing logs, you notice that 80% of noise complaints on Friday nights come from one specific block. What inductive conclusion is most reasonable?

Officers are not patrolling that area on Fridays
There is likely a recurring source of noise such as a venue or gathering on that block (Correct answer)
Residents on that block are unusually sensitive to noise
The recording equipment malfunctions on Fridays

Correct answer: There is likely a recurring source of noise such as a venue or gathering on that block

A consistent geographic and temporal pattern inductively points to a recurring noise source at that location.

Question 95: A caller reports a cardiac arrest but is panicking and can barely communicate. What is the dispatcher's most effective communication strategy?

Use short, clear, direct sentences and one instruction at a time (Correct answer)
Raise your voice to get the caller's attention
Speak quickly to match the caller's urgency
Immediately transfer the call to EMS without speaking further

Correct answer: Use short, clear, direct sentences and one instruction at a time

Short, direct instructions delivered one at a time help panicked callers absorb and execute lifesaving guidance under extreme stress.

Question 96: Under the Emergency Medical Dispatch (EMD) protocol, which question is most critical to ask first when a caller reports a medical emergency?

Has the patient taken any medications today?
How old is the patient?
What is the patient's insurance information?
Is the patient conscious and breathing? (Correct answer)

Correct answer: Is the patient conscious and breathing?

Consciousness and breathing status are the primary life-status indicators that determine the immediate dispatch level and pre-arrival instructions.

Question 97: A call log reads: 'Unit responded — situation resolved — no further action required.' What does this entry lack for a complete record?

The specific outcome or disposition of the incident (Correct answer)
The caller's phone number
The dispatcher's employee ID
The unit number

Correct answer: The specific outcome or disposition of the incident

'Resolved' is vague; a complete record should state what action was taken (e.g., arrest made, parties separated, false alarm confirmed).

Question 98: On a standard grid-style city map, addresses on the east side of a north-south street typically have what characteristic?

Numbers starting with 1000
Even numbers (Correct answer)
No consistent pattern
Odd numbers

Correct answer: Even numbers

In most U.S. cities using the grid address system, even-numbered addresses are on the east and south sides of streets.

Question 99: A caller reports a vehicle description: 'It's a white SUV with tinted windows, a roof rack, and a bumper sticker that says VETERANS.' As you relay to officers, which details should you emphasize most?

White SUV with tinted windows
White SUV with tinted windows and VETERANS bumper sticker (Correct answer)
The bumper sticker text since it's unique
Roof rack details

Correct answer: White SUV with tinted windows and VETERANS bumper sticker

The vehicle type/color combined with the unique bumper sticker text provides both a broad and specific identifier for officers.

Question 100: When handling a mental health crisis call while logging information, the dispatcher should prioritize which data point above all others?

The subject's exact location (Correct answer)
The caller's full legal name
The insurance information of the subject
A detailed psychiatric history

Correct answer: The subject's exact location

Location is the single most critical data point because responders cannot help without knowing where to go.

911 Dispatcher/Operator Exam

The 911 Dispatcher/Operator Exam exam validates essential knowledge and skills required for certification or licensure in this field.

100

Questions

120 min

Time Limit

70%

To Pass

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