911 Operator Test 911 4 — Questions and Answers
Question 1: A caller reports a person with a weapon threatening others. Which detail should the operator obtain as the HIGHEST priority after location?
- The weapon description and suspect's physical description (Correct answer)
- The number of bystanders present
- Whether the caller knows the suspect personally
- The name of the property owner
Correct answer: The weapon description and suspect's physical description
Weapon type and suspect description help officers prepare a safe tactical response before arriving on scene.
Question 2: When performing pre-arrival CPR instructions, the 911 operator instructs the bystander to push hard and fast in the CENTER of the chest. The recommended rate is approximately:
- 60–80 compressions per minute
- 80–100 compressions per minute
- 100–120 compressions per minute (Correct answer)
- 130–150 compressions per minute
Correct answer: 100–120 compressions per minute
Current AHA guidelines recommend chest compressions at a rate of 100–120 per minute for adult CPR.
Question 3: A caller reports a gas leak inside a building. Which instruction should the operator NOT give the caller?
- Evacuate everyone from the building immediately
- Avoid using light switches or any electrical devices
- Call the gas company from inside the building (Correct answer)
- Leave doors open as you exit to ventilate
Correct answer: Call the gas company from inside the building
Using a phone inside a gas-filled building can create a spark and ignite the gas; calls should be made from outside.
Question 4: What is the purpose of a 'silent call' protocol in a 911 center?
- To handle calls where the operator does not speak to save time
- To manage calls where the caller cannot speak but may signal distress (Correct answer)
- To route calls to text-based 911 systems
- To place callers on hold during high-volume periods
Correct answer: To manage calls where the caller cannot speak but may signal distress
Silent call protocols use tones, button presses, or yes/no questions to identify emergencies when callers cannot speak safely.
Question 5: Which of the following is a key reason 911 operators are trained NOT to give personal opinions or legal advice?
- It wastes call time
- It can create liability and may mislead callers in urgent situations (Correct answer)
- Operators are not licensed attorneys
- Supervisors must handle all legal matters
Correct answer: It can create liability and may mislead callers in urgent situations
Providing personal opinions or legal guidance can expose the agency to liability and may give callers incorrect information that affects their safety.
Question 6: An operator receives a 911 call where only background noise is audible. The BEST course of action is to:
- Immediately hang up and log it as an accidental call
- Listen for clues, attempt to communicate, and dispatch if distress is suspected (Correct answer)
- Wait on the line for 30 seconds then disconnect
- Send a text message to the number to ask if help is needed
Correct answer: Listen for clues, attempt to communicate, and dispatch if distress is suspected
Background noise may indicate a distress situation; operators should actively listen and dispatch based on their professional judgment.
Question 7: What is the role of a Quality Assurance (QA) review process in a 911 communications center?
- To discipline operators for every missed protocol step
- To evaluate call handling for accuracy, protocol compliance, and training opportunities (Correct answer)
- To reduce the number of 911 calls received per shift
- To ensure CAD records are backed up daily
Correct answer: To evaluate call handling for accuracy, protocol compliance, and training opportunities
QA reviews help identify strengths and gaps in call handling to improve dispatcher performance and public safety outcomes.
911 Operator Test 911 4
A caller reports a person with a weapon threatening others.
Which detail should the operator obtain as the HIGHEST priority after location?