911 Operator Test 911 Dispatcher 3 — Questions and Answers
Question 1: What is 'Phase II' Enhanced 911 (E911)?
- A system that records all 911 calls for training purposes
- A wireless 911 system that provides the caller's GPS coordinates to the dispatch center (Correct answer)
- A backup dispatch center that activates during disasters
- A protocol for transferring calls between counties
Correct answer: A wireless 911 system that provides the caller's GPS coordinates to the dispatch center
Phase II E911 requires wireless carriers to provide a caller's GPS or triangulated location to the dispatch center to aid response.
Question 2: A caller reports a suicidal person with a weapon. Which protocol best describes the correct response?
- Send EMS only, as this is a medical emergency
- Send police only and advise family to talk the person down
- Dispatch law enforcement as the primary unit with EMS staged nearby (Correct answer)
- Tell the caller to remove the weapon before units arrive
Correct answer: Dispatch law enforcement as the primary unit with EMS staged nearby
When a suicidal person has a weapon, law enforcement must secure the scene before EMS can safely enter, so police lead with EMS staged.
Question 3: When should a dispatcher provide pre-arrival CPR instructions?
- Only when the caller has medical training
- As soon as it is confirmed a patient is unresponsive and not breathing normally (Correct answer)
- After fire units have been dispatched and acknowledged
- Only when a physician is not available on scene
Correct answer: As soon as it is confirmed a patient is unresponsive and not breathing normally
Dispatchers are trained to begin CPR pre-arrival instructions immediately upon confirming an unresponsive, non-breathing patient to improve survival odds.
Question 4: What does 'mutual aid' mean in the context of emergency dispatch?
- A dispatcher helping a caller locate a non-emergency resource
- An agreement between jurisdictions to share personnel and equipment during large-scale incidents (Correct answer)
- A protocol requiring two dispatchers to verify all fire calls
- The process of transferring a caller to a different agency's line
Correct answer: An agreement between jurisdictions to share personnel and equipment during large-scale incidents
Mutual aid agreements allow neighboring agencies to send resources to assist when local resources are overwhelmed or unavailable.
Question 5: A caller is screaming and incoherent. What is the dispatcher's best first step?
- Place the caller on hold until they calm down
- Transfer the call to a supervisor immediately
- Use a calm, firm voice to slow the caller down and obtain the location (Correct answer)
- Ask the caller to hang up and call back when calmer
Correct answer: Use a calm, firm voice to slow the caller down and obtain the location
A calm, authoritative voice can help de-escalate a panicked caller and direct them to provide critical information like location.
Question 6: What is the primary reason dispatchers are trained to keep callers on the line?
- To record evidence for prosecution
- To provide real-time updates to responders and guide the caller through pre-arrival instructions (Correct answer)
- To prevent the caller from fleeing the scene
- To ensure billing information is accurately captured
Correct answer: To provide real-time updates to responders and guide the caller through pre-arrival instructions
Keeping callers on the line allows dispatchers to relay evolving information to responders and deliver life-saving instructions before help arrives.
Question 7: Which of the following is a key skill tested on most 911 dispatcher written exams?
- Advanced medical diagnosis
- Data entry accuracy under pressure (Correct answer)
- Knowledge of criminal law statutes
- Proficiency in a second language
Correct answer: Data entry accuracy under pressure
Accurate and fast data entry is critical for dispatchers because errors in incident logs or addresses can delay or misdirect response units.
911 Operator Test 911 Dispatcher 3
What is 'Phase II' Enhanced 911 (E911)?