911 Operator Test 911 3 — Questions and Answers
Question 1: Which of the following best describes 'ANI' in 911 call center operations?
- Automated Number Identification — the callback number transmitted with the call (Correct answer)
- Average Notification Index — a call volume metric
- Automatic Network Interface — the telephone switching system
- Authorized Notification Input — a CAD data field
Correct answer: Automated Number Identification — the callback number transmitted with the call
ANI delivers the caller's phone number to the dispatcher and is essential for callbacks if a call is disconnected.
Question 2: A caller reports that a neighbor's child is unsupervised and appears to be in danger. The operator should:
- Advise the caller to contact child protective services directly
- Dispatch law enforcement and document the caller's concerns (Correct answer)
- 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 3: What is the primary purpose of a Computer-Aided Dispatch (CAD) system?
- To automatically answer incoming 911 calls
- To record and route incident information to responders in real time (Correct answer)
- To generate monthly call volume reports
- To train new dispatchers on protocols
Correct answer: To record and route incident information to responders in real time
CAD systems manage incident creation, resource assignment, and real-time status tracking for emergency responders.
Question 4: During a mass-casualty incident, a 911 operator's priority is to:
- Stay on the line with each caller until help arrives
- Gather key information quickly, dispatch, and cycle through multiple callers (Correct answer)
- Transfer all calls to a supervisor
- Stop answering new calls until first units arrive on scene
Correct answer: Gather key information quickly, dispatch, and cycle through multiple callers
Mass-casualty events require rapid information gathering and dispatch so operators can manage the high call volume effectively.
Question 5: A caller describes chest pain but insists an ambulance is not needed. The operator should:
- Respect the caller's wishes and take no action
- Dispatch EMS anyway based on life-threatening symptoms (Correct answer)
- Advise the caller to drive themselves to the hospital
- Transfer the call to a nurse hotline
Correct answer: Dispatch EMS anyway based on life-threatening symptoms
Chest pain is a potentially life-threatening symptom and EMS should be dispatched even if the caller refuses, as protocols generally require it.
Question 6: What does 'ALI' stand for, and what is its function in E911 systems?
- Automatic Location Identification — provides the caller's address to the dispatcher (Correct answer)
- Advanced Line Interface — manages call queuing
- Alternate Line Input — a backup phone system
- Active Location Index — tracks responder GPS
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 7: A 911 caller is hysterical and speaking too fast to understand. The best technique is to:
- Interrupt firmly with a loud command to calm down
- Speak in a slow, calm, authoritative tone and ask short, direct questions (Correct answer)
- Place the caller on hold to give them time to compose themselves
- Repeat everything the caller says back to them at the same pace
Correct answer: Speak in a slow, calm, authoritative tone and ask short, direct questions
A calm, controlled voice helps de-escalate the caller's emotional state and makes information gathering more effective.
911 Operator Test 911 3
Which of the following best describes 'ANI' in 911 call center operations?