911 Flashcards

A caller reports a structure fire but then goes silent. What should the 911 operator do first?

Answer: Continue attempting to communicate while dispatching fire units

Operators should dispatch on the available information and keep trying to communicate, as the caller may be incapacitated or fleeing.

Which piece of information is MOST critical to obtain first when a caller reports a medical emergency?

Answer: The exact location of the patient

Location is always the first priority so responders can be dispatched even if the call is dropped.

A caller whispers that someone is in their house and they cannot speak freely. The best operator response is to:

Answer: Ask yes/no questions and advise them to answer quietly

Yes/no questioning allows the caller to communicate covertly without alerting an intruder.

When a 911 call is received from a cell phone, the initial location data provided is typically:

Answer: An estimated location based on cell tower triangulation or device GPS

Cell phone location data may be a tower estimate or GPS fix and should be verified verbally with the caller.

A caller reports a vehicle accident with possible injuries. Which resource should be dispatched?

Answer: Police, fire, and EMS

Vehicle accidents with possible injuries typically require all three services for traffic control, extrication, and medical treatment.

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

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.

A person calls 911 and is speaking a language the operator does not understand. The correct action is to:

Answer: Use a language interpretation service and keep the caller on the line

Language line or interpretation services must be used immediately to ensure non-English speakers receive emergency assistance.