Call Prioritization and Decision-Making 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 Call Prioritization and Decision-Making flashcards as text
A caller reports a person with a knife threatening others in a parking lot. Which consideration should NOT influence dispatch priority?
Answer: The caller's opinion about the neighborhood being 'always like this'
Caller bias about a neighborhood is irrelevant; dispatch decisions must be based on the objective nature of the threat.
What is the purpose of a CAD (Computer-Aided Dispatch) system in call prioritization?
Answer: To track incidents, manage unit availability, and assist in assigning priority
CAD systems log incidents, display unit status, and help dispatchers assign and manage call priorities efficiently.
You are managing three active calls. One involves a missing child, one is a car alarm, and one is a reported shooting. In what order should you prioritize dispatch?
Answer: Shooting, missing child, car alarm
Active violence (shooting) poses the most immediate life threat, followed by a vulnerable missing child, then a property-only car alarm.
A caller describes a suspicious person 'just standing around.' How should this call be classified?
Answer: Low to medium priority for a routine patrol check when available
Suspicious person calls without specific threat indicators are typically low-to-medium priority, dispatched for routine officer check when units are available.
During a shift, all available units are committed to calls. A new call comes in reporting a structure fire. What should the dispatcher do?
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.
A caller reports a neighbor's barking dog at 2 AM. At the same time, a call comes in about a car crash with possible injuries. The dispatcher should:
Answer: Address the car crash with injuries first and queue the dog complaint
Potential injuries in a crash represent a life-safety priority; the nuisance complaint is queued for later response.
When a caller provides conflicting information about whether a weapon is present, the dispatcher should:
Answer: Treat the call as if a weapon is present until units can confirm otherwise
When weapon presence is uncertain, dispatchers should default to the more dangerous assumption to protect officer and public safety.