911 Operator Test Call Prioritization and Decision-Making 3 — Questions and Answers
Question 1: A 911 operator receives a silent call with no response but can hear background sounds of a struggle. The correct action is to:
- Disconnect after 30 seconds of silence
- Treat it as a potential emergency and dispatch units to the ANI/ALI location (Correct answer)
- Keep the line open indefinitely without dispatching
- Send a text message to the number asking if help is needed
Correct answer: Treat it as a potential emergency and dispatch units to the ANI/ALI location
Silent 911 calls with distress sounds should be treated as active emergencies and dispatched to the traced location.
Question 2: During a mass-casualty event, which dispatch principle guides how limited resources are allocated?
- First-come, first-served based on call time
- Triage-based prioritization directing resources to where they can save the most lives (Correct answer)
- Alphabetical by caller's last name
- Resources are held until a supervisor approves each dispatch
Correct answer: Triage-based prioritization directing resources to where they can save the most lives
During mass-casualty events, triage principles direct resources to where they have the greatest impact on survivable outcomes.
Question 3: A caller reports a traffic accident with major injuries. The dispatcher should obtain the location and then immediately:
- Ask detailed insurance questions before dispatching
- Dispatch EMS and police while continuing to gather information (Correct answer)
- Wait until the caller has finished describing the scene
- Transfer the caller to the nearest hospital
Correct answer: Dispatch EMS and police while continuing to gather information
Dispatching resources should occur simultaneously with continued information gathering, not after all details are obtained.
Question 4: Which of the following calls should be assigned the LOWEST priority?
- Reported structure fire
- Theft that occurred three days ago with no suspect on scene (Correct answer)
- Person unconscious on the street
- Armed robbery in progress
Correct answer: Theft that occurred three days ago with no suspect on scene
A theft that occurred days ago with no active threat or suspect is a cold report and carries the lowest urgency.
Question 5: A caller in a domestic violence situation whispers 'yes' or 'no' answers only. This likely means:
- The caller is hard of hearing
- The caller cannot speak freely and is in danger (Correct answer)
- The connection is poor and the call should be disconnected
- The caller is a minor and cannot speak clearly
Correct answer: The caller cannot speak freely and is in danger
Whispered yes/no responses indicate the caller is in the presence of the abuser and cannot speak safely.
Question 6: When triaging multiple simultaneous calls, which resource should be monitored carefully to avoid over-commitment?
- The number of call takers on shift
- Available units in the field and their current status (Correct answer)
- The number of open lines on the console
- Supervisor approval queues
Correct answer: Available units in the field and their current status
Available field units determine what can realistically be dispatched; over-committing units leaves higher-priority calls without coverage.
Question 7: A caller reports a gas leak inside a building with people still inside. What is the correct priority classification?
- Low priority — gas leaks rarely cause harm
- High priority — potential for explosion and mass casualties (Correct answer)
- Medium priority — dispatch when available
- Transfer to the gas utility company only
Correct answer: High priority — potential for explosion and mass casualties
Gas leaks in occupied structures carry explosion and asphyxiation risk, making them a high-priority life-safety emergency requiring immediate fire department response.
911 Operator Test Call Prioritization and Decision-Making 3
A 911 operator receives a silent call with no response but can hear background sounds of a struggle.
The correct action is to: