911 Operator Test Data Entry and Multitasking 5 — Questions and Answers
Question 1: A dispatcher accidentally closes a CAD incident before all units have cleared. The best immediate action is to:
- Open a new incident with a duplicate entry
- Reopen the original incident or contact a supervisor to restore it, and notify affected units (Correct answer)
- Notify units by radio that the call is closed and have them self-clear
- Leave it closed and document the error in a separate log
Correct answer: Reopen the original incident or contact a supervisor to restore it, and notify affected units
Restoring the original incident preserves the event's audit trail and ensures units are still trackable within the correct job.
Question 2: Which approach best helps a dispatcher stay accurate when taking information from an extremely emotional caller?
- Ask the caller to stop talking until they are calmer
- Repeat back key data points aloud as they are spoken to confirm accuracy in real time (Correct answer)
- Transcribe everything verbatim without interrupting, then sort it out after
- Lower call volume and rely on instinct to fill gaps
Correct answer: Repeat back key data points aloud as they are spoken to confirm accuracy in real time
Real-time readback confirms critical details like addresses and phone numbers while keeping the caller engaged and somewhat focused.
Question 3: When a 911 call is received from a cellphone and the caller cannot provide an address, the dispatcher should first use:
- The caller's billing address on file with the carrier
- The Phase II wireless location data provided by the carrier to the PSAP (Correct answer)
- A reverse phone lookup website
- The nearest cell tower's street address
Correct answer: The Phase II wireless location data provided by the carrier to the PSAP
Phase II Enhanced 911 provides GPS or triangulated coordinates directly to the PSAP, giving the most accurate available location for mobile callers.
Question 4: A dispatcher is entering a domestic violence call when the caller suddenly hangs up. The protocol in most agencies is to:
- Close the call as 'unfounded' since the caller disconnected
- Attempt a callback; if unanswered, dispatch officers based on the information already gathered (Correct answer)
- Wait 10 minutes before attempting a callback
- Only dispatch if the caller re-establishes contact
Correct answer: Attempt a callback; if unanswered, dispatch officers based on the information already gathered
Hang-ups on domestic violence calls are treated as potential emergencies — callback and dispatch prevent assuming the situation is resolved.
Question 5: What distinguishes effective multitasking in dispatch from counterproductive multitasking?
- Effective multitasking means doing two complex cognitive tasks simultaneously at full capacity
- Effective multitasking involves rapidly switching attention between tasks in a structured, priority-driven way (Correct answer)
- Counterproductive multitasking means taking breaks between tasks
- There is no meaningful difference — all multitasking degrades performance equally
Correct answer: Effective multitasking involves rapidly switching attention between tasks in a structured, priority-driven way
Structured task-switching with clear priority rules preserves accuracy; attempting to split deep cognitive focus between two complex tasks simultaneously degrades both.
Question 6: A dispatcher is simultaneously coordinating three units on a structure fire when an unrelated medical call comes in. The best action is to:
- Place the medical caller on hold until the fire is under control
- Quickly assess the medical call's severity; if life-threatening, involve a second dispatcher immediately (Correct answer)
- Transfer the medical call to a fire unit already on scene
- Decline the medical call and instruct the caller to call back
Correct answer: Quickly assess the medical call's severity; if life-threatening, involve a second dispatcher immediately
Rapid severity triage allows the dispatcher to determine whether the medical call requires a second dispatcher or can be briefly held without life risk.
Question 7: What is the main purpose of a 'call incident number' (or event number) in a CAD system?
- To bill the caller for emergency services
- To provide a unique identifier that links all data, updates, and units to a single event for tracking and accountability (Correct answer)
- To automatically assign a priority level to the call
- To indicate how many times a caller has contacted 911 previously
Correct answer: To provide a unique identifier that links all data, updates, and units to a single event for tracking and accountability
The incident number ties every data entry, status change, and unit action to one event, enabling accurate logging, retrieval, and legal documentation.
911 Operator Test Data Entry and Multitasking 5
A dispatcher accidentally closes a CAD incident before all units have cleared.
The best immediate action is to: