911 Operator Test 911 Dispatcher 4 — Questions and Answers
Question 1: A caller reports smoke coming from a building but is unsure if anyone is inside. How should the dispatcher handle uncertainty about occupants?
- Dispatch only fire and do not send EMS until occupants are confirmed
- Assume no one is inside and send a single unit to investigate
- Dispatch fire and EMS, and have units treat as occupied until confirmed otherwise (Correct answer)
- Ask the caller to enter the building and check before units respond
Correct answer: Dispatch fire and EMS, and have units treat as occupied until confirmed otherwise
Dispatchers should always err on the side of safety by treating an uncertain occupancy situation as occupied until responders confirm otherwise.
Question 2: What is the significance of 'NENA' in the 911 industry?
- National Emergency Number Association — the standards body for 911 systems and training (Correct answer)
- National EMS Network Alliance — oversees ambulance dispatch protocols
- Network Emergency Notification Agency — manages federal alert systems
- National Enforcement and Notification Authority — regulates police dispatch
Correct answer: National Emergency Number Association — the standards body for 911 systems and training
NENA (National Emergency Number Association) develops standards, training guidelines, and best practices for 911 systems across the United States.
Question 3: A dispatcher receives a 911 call but hears only silence and no response after speaking. What is the correct action?
- Hang up and await a callback
- Announce your presence, attempt to elicit a response, and if unsuccessful, dispatch units to the traced address (Correct answer)
- Transfer the call to the non-emergency line
- Leave the line open indefinitely without dispatching
Correct answer: Announce your presence, attempt to elicit a response, and if unsuccessful, dispatch units to the traced address
Silent 911 calls may indicate a caller who is unable to speak, so dispatchers must announce themselves, listen for clues, and dispatch based on the traced address.
Question 4: What is a 'BOLO' and when would a dispatcher issue one?
- Be On LookOut — issued to alert patrol units of a suspect or vehicle description to watch for (Correct answer)
- Back-Off Limited Operations — a safety directive during active shooter events
- Bureau of Law Oversight — a federal review notification
- Bilateral Operations Liaison Order — used for multi-agency coordination
Correct answer: Be On LookOut — issued to alert patrol units of a suspect or vehicle description to watch for
A BOLO (Be On LookOut) is a broadcast alert dispatchers send to field units describing a wanted person or vehicle connected to an incident.
Question 5: During a mass casualty incident, a dispatcher's role includes:
- Responding to the scene to assist with triage
- Coordinating multiple units, activating mutual aid, and maintaining communication between all responding agencies (Correct answer)
- Transferring all incoming calls to a federal emergency line
- Ceasing all non-related calls until the incident is resolved
Correct answer: Coordinating multiple units, activating mutual aid, and maintaining communication between all responding agencies
During a mass casualty incident, the dispatcher is the communication hub — coordinating resources, requesting mutual aid, and keeping all agencies informed.
Question 6: A caller reports a gas leak inside their home. What pre-arrival instruction should the dispatcher provide?
- Tell the caller to open the oven to ventilate the space
- Advise the caller to turn on a fan to clear the gas faster
- Instruct the caller to evacuate immediately without operating any switches or electrical devices (Correct answer)
- Ask the caller to locate the gas meter and attempt to shut it off
Correct answer: Instruct the caller to evacuate immediately without operating any switches or electrical devices
Electrical sparks from switches can ignite gas; callers should evacuate immediately without touching any switches or electrical devices.
Question 7: What is the purpose of 'incident priority codes' used by dispatch centers?
- To determine which calls are billed to the caller's insurance
- To rank the urgency of incidents so that resources are allocated to the most critical situations first (Correct answer)
- To categorize calls for annual statistical reporting only
- To assign liability in post-incident legal proceedings
Correct answer: To rank the urgency of incidents so that resources are allocated to the most critical situations first
Priority codes allow dispatchers to quickly rank incident urgency and ensure that life-threatening emergencies receive the fastest response.
911 Operator Test 911 Dispatcher 4
A caller reports smoke coming from a building but is unsure if anyone is inside.
How should the dispatcher handle uncertainty about occupants?