911 Operator Test 911 Call 4 — Questions and Answers
Question 1: A caller states they are having chest pain and shortness of breath. Which responders should typically be dispatched?
- Police only
- Fire only
- EMS and, per local protocol, fire or police as needed (Correct answer)
- No units until the caller confirms it is serious
Correct answer: EMS and, per local protocol, fire or police as needed
Chest pain with shortness of breath is a potential cardiac event requiring EMS; many agencies also send fire or police per local protocol for faster response.
Question 2: Which of the following best describes 'enhanced 911' (E911)?
- A system that automatically translates calls into multiple languages
- A system that delivers the caller's phone number and location data to the PSAP (Correct answer)
- A priority queue for repeat callers
- An upgraded radio system for dispatchers
Correct answer: A system that delivers the caller's phone number and location data to the PSAP
E911 automatically routes a caller's phone number and location (ANI/ALI) to the PSAP, helping operators identify where help is needed even if the caller cannot communicate.
Question 3: A caller is whispering during a 911 call and says 'he's still in the house.' What should the operator do?
- Ask the caller to speak louder
- Ask yes/no questions to avoid revealing the caller's location to the suspect (Correct answer)
- Disconnect to protect the caller
- Transfer to police immediately without gathering further information
Correct answer: Ask yes/no questions to avoid revealing the caller's location to the suspect
Yes/no questions allow the caller to communicate safely without making noise that could alert a nearby suspect.
Question 4: What is the recommended action if a 911 call is accidentally disconnected before gathering a complete location?
- Wait for the caller to call back
- Attempt to call back the number immediately and dispatch to any partial location obtained (Correct answer)
- Log the call as incomplete and move on
- Notify a supervisor only
Correct answer: Attempt to call back the number immediately and dispatch to any partial location obtained
Calling back immediately and dispatching to whatever partial location was obtained ensures help is sent despite the disconnection.
Question 5: During a call, a caller asks whether an operator is a real person or a recording. How should the operator respond?
- Ignore the question and continue gathering information
- Confirm you are a live 911 operator and refocus on the emergency (Correct answer)
- Transfer the call to prove you are real
- Ask the caller why they are asking
Correct answer: Confirm you are a live 911 operator and refocus on the emergency
Quickly confirming you are a live person builds caller confidence and helps redirect the conversation back to the emergency at hand.
Question 6: A caller reports a drowning victim at a lake but does not know the park name. Which question is MOST useful?
- Ask what color swimsuit the victim is wearing
- Ask for the nearest road or visible park entrance sign (Correct answer)
- Ask when they arrived at the lake
- Ask the caller's home address
Correct answer: Ask for the nearest road or visible park entrance sign
The nearest road or entrance sign provides responders with a navigation landmark when the caller cannot provide a formal address.
Question 7: What is the purpose of 'pre-arrival instructions' given by a 911 operator during a medical emergency?
- To delay EMS dispatch until instructions are complete
- To guide the caller in providing immediate aid until responders arrive (Correct answer)
- To assess whether an ambulance is truly needed
- To train callers in CPR for future emergencies
Correct answer: To guide the caller in providing immediate aid until responders arrive
Pre-arrival instructions empower bystanders to begin potentially life-saving actions such as CPR or bleeding control before EMS arrives.
911 Operator Test 911 Call 4
A caller states they are having chest pain and shortness of breath.
Which responders should typically be dispatched?