911 Operator Test 911 Dispatcher 5 — Questions and Answers
Question 1: What is 'NG911' (Next Generation 911)?
- A new training program replacing traditional dispatcher academies
- An IP-based 911 infrastructure that supports text, video, and data in addition to voice calls (Correct answer)
- A federal agency that oversees all emergency dispatch centers
- A nationwide database of repeat 911 callers
Correct answer: An IP-based 911 infrastructure that supports text, video, and data in addition to voice calls
NG911 modernizes the 911 system with IP-based technology that allows text messages, images, and video to be sent to dispatch centers alongside voice calls.
Question 2: A caller reports a domestic violence incident in progress. The victim suddenly says 'never mind, everything is fine' and asks you to cancel the call. What should the dispatcher do?
- Cancel the dispatch immediately at the caller's request
- Continue the dispatch, as recantation during a domestic call may indicate coercion (Correct answer)
- Transfer the call to a victim advocate before making any decision
- Ask the caller to call back in 10 minutes to confirm
Correct answer: Continue the dispatch, as recantation during a domestic call may indicate coercion
Victims of domestic violence often recant under pressure from an abuser, so dispatchers should continue the response and let officers assess the scene.
Question 3: Which of the following best describes 'stress inoculation' training for dispatchers?
- A vaccination program to reduce sick days among dispatch staff
- Simulated high-stress call scenarios designed to build resilience and performance under pressure (Correct answer)
- A counseling program offered after critical incidents only
- A physical fitness regimen required before hire
Correct answer: Simulated high-stress call scenarios designed to build resilience and performance under pressure
Stress inoculation uses realistic scenario training to expose dispatchers to high-stress situations in a controlled environment so they perform better during real events.
Question 4: A dispatcher is working a shift alone and receives three simultaneous 911 calls. What is the correct approach?
- Answer only the first call and let the others roll to voicemail
- Answer all three simultaneously using a conferencing feature
- Answer the first, place it on hold, answer the second for a quick triage, and immediately notify a supervisor for backup (Correct answer)
- Dispatch a unit to the first caller's location and let the system auto-respond to the others
Correct answer: Answer the first, place it on hold, answer the second for a quick triage, and immediately notify a supervisor for backup
When overwhelmed, dispatchers must triage rapidly, use hold functions, and request supervisor or backup dispatcher assistance to ensure no call is ignored.
Question 5: What does 'ANI/ALI' stand for and why is it important?
- Automatic Number Identification / Automatic Location Identification — provides caller's phone number and address automatically (Correct answer)
- Agency Network Interface / Area Locator Index — links dispatch centers to each other
- Alert Notification Interface / Address Lookup Integration — used for text-to-911 only
- Active Node Identifier / Alert Level Indicator — tracks dispatcher workload
Correct answer: Automatic Number Identification / Automatic Location Identification — provides caller's phone number and address automatically
ANI/ALI automatically delivers the caller's phone number and physical address to the dispatcher's screen, enabling faster response even when callers cannot communicate.
Question 6: Why is phonetic alphabet (NATO) used by 911 dispatchers when communicating with field units?
- It is required by federal law for all radio transmissions
- To ensure letters are clearly understood over radio where similar-sounding letters can be confused (Correct answer)
- To keep communications private from the public
- To reduce the speed of transmissions and allow units to write down information
Correct answer: To ensure letters are clearly understood over radio where similar-sounding letters can be confused
Letters like B, D, E, P, and T sound similar over radio, so the NATO phonetic alphabet (Alpha, Bravo, Charlie…) eliminates confusion in critical communications.
Question 7: A dispatcher experiences a traumatic call involving a child fatality. What is the recommended next step for the dispatcher's well-being?
- Continue working the shift without acknowledgment to maintain professionalism
- Immediately resign from the position
- Utilize Critical Incident Stress Management (CISM) resources and speak with a peer support counselor (Correct answer)
- File a complaint with the caller for causing distress
Correct answer: Utilize Critical Incident Stress Management (CISM) resources and speak with a peer support counselor
CISM and peer support programs exist specifically for first responders, including dispatchers, to process traumatic incidents and prevent long-term psychological harm.
911 Operator Test 911 Dispatcher 5
What is 'NG911' (Next Generation 911)?