911 Operator Test 911 Call 2 — Questions and Answers
Question 1: A caller reports a structure fire but says they are still inside the building. What is your FIRST priority?
- Document the address accurately
- Get the caller out of the building immediately (Correct answer)
- Dispatch fire units
- Ask about the number of floors
Correct answer: Get the caller out of the building immediately
Life safety is always the first priority, so directing the caller to evacuate takes precedence before gathering additional details.
Question 2: Which technique helps a 911 operator quickly confirm a caller's location when the caller is unsure of their address?
- Ask the caller to describe nearby landmarks or cross streets (Correct answer)
- Request the caller's driver's license number
- Ask for the caller's home zip code only
- Tell the caller to check their GPS app
Correct answer: Ask the caller to describe nearby landmarks or cross streets
Asking for landmarks, cross streets, or visible business signs helps pinpoint a location when the caller cannot provide an exact address.
Question 3: A caller becomes hysterical and begins screaming, making it impossible to gather information. What should the operator do?
- Hang up and call back
- Speak in a calm, firm tone and use the caller's name if known (Correct answer)
- Raise your voice to match their energy
- Transfer immediately to a supervisor
Correct answer: Speak in a calm, firm tone and use the caller's name if known
A calm, steady voice and using the caller's name helps de-escalate hysteria and refocuses the caller so critical information can be obtained.
Question 4: When a caller dials 911 but says nothing, what should the operator do?
- Immediately disconnect
- Announce your presence, ask if help is needed, and stay on the line (Correct answer)
- Transfer to police only
- Wait 60 seconds then disconnect
Correct answer: Announce your presence, ask if help is needed, and stay on the line
Silent calls may indicate an emergency where speaking is dangerous, so operators should announce themselves, listen for clues, and dispatch if uncertain.
Question 5: A caller reports a vehicle accident with injuries on a highway. Which piece of information should the operator gather FIRST after confirming the location?
- The make and model of the vehicles
- Whether the caller has insurance
- The number of people injured and if anyone is trapped (Correct answer)
- The speed limit on that road
Correct answer: The number of people injured and if anyone is trapped
The number of casualties and whether anyone is trapped determines the type and quantity of resources to dispatch.
Question 6: What does the term 'call screening' mean in a 911 center?
- Rejecting non-emergency calls automatically
- Evaluating the nature and priority of an incoming call to assign the correct response (Correct answer)
- Recording all calls for quality assurance
- Transferring calls to the correct PSAP
Correct answer: Evaluating the nature and priority of an incoming call to assign the correct response
Call screening is the process of evaluating each call to determine its nature, urgency, and the appropriate dispatch response.
Question 7: During a 911 call, the caller suddenly goes silent and the line stays open. Which action is MOST appropriate?
- Disconnect and log it as a dropped call
- Continue speaking, listen for background sounds, and dispatch units to the location (Correct answer)
- Wait for 2 minutes then disconnect
- Attempt to call the number back only
Correct answer: Continue speaking, listen for background sounds, and dispatch units to the location
Maintaining the open line while dispatching allows operators to gather audio clues and ensures help is sent even without verbal confirmation.
911 Operator Test 911 Call 2
A caller reports a structure fire but says they are still inside the building.
What is your FIRST priority?