911 Operator Test Data Entry and Multitasking 3 — Questions and Answers
Question 1: During a mass-casualty event, multiple callers report the same incident. The dispatcher should:
- Create a new CAD incident for each caller
- Link all calls to the single original incident and note caller details in the log (Correct answer)
- Ignore duplicate calls to keep the queue clear
- Transfer every caller directly to EMS
Correct answer: Link all calls to the single original incident and note caller details in the log
Linking duplicate calls to one incident prevents resource duplication while capturing additional witness information in the log.
Question 2: A caller is highly agitated and speaking very fast, making it hard to capture accurate data. The best technique is to:
- Speak over the caller to regain control of the conversation
- Use a calm, authoritative voice and ask one short, specific question at a time (Correct answer)
- Ask the caller to call back when they have calmed down
- Put the call on speaker and type whatever is understood
Correct answer: Use a calm, authoritative voice and ask one short, specific question at a time
Focused, calm questioning slows the conversation and extracts reliable data without escalating the caller's distress.
Question 3: What does 'call pending' status in a CAD system typically indicate?
- The call has been closed and archived
- The call has been entered but no unit has been assigned yet (Correct answer)
- The call is being transferred to another agency
- The caller has been placed on hold
Correct answer: The call has been entered but no unit has been assigned yet
A pending status flags that the incident is logged in CAD and awaiting unit assignment, alerting supervisors to resource gaps.
Question 4: A dispatcher notices they entered '1243 Elm St' but the caller said '1234 Elm St.' The unit has not yet been dispatched. What is the correct action?
- Leave the error because the unit will figure it out on scene
- Correct the address in CAD immediately and confirm with the caller (Correct answer)
- Cancel the call and re-enter it from scratch
- Notify the unit via radio to look for both addresses
Correct answer: Correct the address in CAD immediately and confirm with the caller
Correcting data before dispatch prevents responders from arriving at the wrong location, which could be life-threatening.
Question 5: When handling a mental health crisis call while logging information, the dispatcher should prioritize which data point above all others?
- The caller's full legal name
- The subject's exact location (Correct answer)
- The insurance information of the subject
- A detailed psychiatric history
Correct answer: The subject's exact location
Location is the single most critical data point because responders cannot help without knowing where to go.
Question 6: An operator is mid-sentence updating a unit's status when a Priority 1 call comes in. The most appropriate action is to:
- Complete the status update before answering the Priority 1 call
- Answer the Priority 1 call immediately and return to the status update after (Correct answer)
- Ask a coworker to handle the Priority 1 call entirely
- Place all radio traffic on hold
Correct answer: Answer the Priority 1 call immediately and return to the status update after
Priority 1 calls involve immediate life safety and must take precedence over administrative status updates.
Question 7: Which practice helps a dispatcher maintain accuracy when logging incident updates during a long, evolving event?
- Summarizing all updates in a single entry at the end of the event
- Timestamping each update as it occurs throughout the event (Correct answer)
- Delegating all logging to a trainee to stay focused on radio
- Typing updates from memory after the event concludes
Correct answer: Timestamping each update as it occurs throughout the event
Real-time timestamped entries create an accurate chronological record critical for after-action reviews and legal documentation.
911 Operator Test Data Entry and Multitasking 3
During a mass-casualty event, multiple callers report the same incident.
The dispatcher should: