911 Dispatcher Flashcards
7 cards from real 911 Operator Test practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 911 Dispatcher flashcards as text
What is 'NG911' (Next Generation 911)?
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.
A caller reports a domestic violence incident in progress. The victim suddenly says 'never mind, everything is fine' and asks you to cancel the call. What should the dispatcher do?
Answer: Continue the dispatch, as recantation during a domestic call may indicate coercion
Victims of domestic violence often recant under pressure from an abuser, so dispatchers should continue the response and let officers assess the scene.
Which of the following best describes 'stress inoculation' training for dispatchers?
Answer: Simulated high-stress call scenarios designed to build resilience and performance under pressure
Stress inoculation uses realistic scenario training to expose dispatchers to high-stress situations in a controlled environment so they perform better during real events.
A dispatcher is working a shift alone and receives three simultaneous 911 calls. What is the correct approach?
Answer: Answer the first, place it on hold, answer the second for a quick triage, and immediately notify a supervisor for backup
When overwhelmed, dispatchers must triage rapidly, use hold functions, and request supervisor or backup dispatcher assistance to ensure no call is ignored.
What does 'ANI/ALI' stand for and why is it important?
Answer: Automatic Number Identification / Automatic Location Identification — provides caller's phone number and address automatically
ANI/ALI automatically delivers the caller's phone number and physical address to the dispatcher's screen, enabling faster response even when callers cannot communicate.
Why is phonetic alphabet (NATO) used by 911 dispatchers when communicating with field units?
Answer: To ensure letters are clearly understood over radio where similar-sounding letters can be confused
Letters like B, D, E, P, and T sound similar over radio, so the NATO phonetic alphabet (Alpha, Bravo, Charlie…) eliminates confusion in critical communications.
A dispatcher experiences a traumatic call involving a child fatality. What is the recommended next step for the dispatcher's well-being?
Answer: Utilize Critical Incident Stress Management (CISM) resources and speak with a peer support counselor
CISM and peer support programs exist specifically for first responders, including dispatchers, to process traumatic incidents and prevent long-term psychological harm.