911 Operator Test Emergency Call Prioritization 3 — Questions and Answers
Question 1: A caller whispers that an intruder is in her home and she cannot speak loudly. What is the most appropriate operator action?
- Ask her to speak up so you can understand the situation
- Switch to yes/no questions and dispatch police immediately (Correct answer)
- Place the call on hold and call back on a different line
- Advise her to confront the intruder and describe him
Correct answer: Switch to yes/no questions and dispatch police immediately
Silent or whisper calls signal immediate danger; switching to yes/no questions lets the caller communicate safely while dispatch proceeds.
Question 2: Which of the following best describes 'call stacking' in a 911 center?
- Recording duplicate calls about the same incident for legal purposes
- Queuing lower-priority calls while high-priority units are committed (Correct answer)
- Transferring calls between dispatchers to balance workload
- Logging all calls chronologically in the CAD system
Correct answer: Queuing lower-priority calls while high-priority units are committed
Call stacking holds lower-priority calls in queue so critical incidents receive immediate unit assignment without delay.
Question 3: A caller reports a child who ingested an unknown household chemical 20 minutes ago and is now vomiting. What is the correct priority and first action?
- Low priority — vomiting is the body's natural response
- High priority — dispatch EMS and advise caller to call Poison Control concurrently (Correct answer)
- Moderate — tell caller to give the child water and monitor
- Non-emergency — refer directly to Poison Control only
Correct answer: High priority — dispatch EMS and advise caller to call Poison Control concurrently
Pediatric poisoning with active symptoms is a Priority 1 medical emergency requiring EMS dispatch and concurrent Poison Control guidance.
Question 4: During a severe weather event, multiple calls flood the center. Which incoming call should be upgraded to the highest dispatch priority?
- Caller reports a downed tree blocking a secondary road
- Caller reports flooding in a basement with no occupants
- Caller reports a family trapped in a car surrounded by rising floodwater (Correct answer)
- Caller reports a power outage in a commercial building
Correct answer: Caller reports a family trapped in a car surrounded by rising floodwater
Occupants trapped in a vehicle by rising water face an immediate drowning risk, making this the highest priority life-safety call.
Question 5: A caller states 'I think my neighbor might be having a stroke.' What symptom reported by the caller would most confirm this as a Priority 1 medical call?
- Neighbor seems tired and went to bed early
- Neighbor has sudden facial drooping and cannot speak clearly (Correct answer)
- Neighbor complained of mild headache earlier
- Neighbor has a history of high blood pressure
Correct answer: Neighbor has sudden facial drooping and cannot speak clearly
Sudden facial drooping and speech difficulty are classic stroke (FAST) signs requiring immediate EMS dispatch.
Question 6: An officer on scene radios that a suspect has fled on foot and may be armed. How should the dispatcher prioritize incoming calls until the suspect is apprehended?
- Continue normal call handling; officers will manage the situation
- Upgrade all calls in the immediate area and dedicate a channel to the pursuit (Correct answer)
- Place all non-emergency calls on hold and suspend all other dispatch
- Transfer all incoming calls to the nearest neighboring center
Correct answer: Upgrade all calls in the immediate area and dedicate a channel to the pursuit
An armed fleeing suspect elevates area-wide threat level; nearby calls are upgraded and a dedicated channel supports officer safety and coordination.
Question 7: A caller reports a shooting with multiple victims and is also asking for directions to the hospital. What is the operator's first priority?
- Provide directions so the caller can transport victims quickly
- Obtain location and dispatch EMS and police before providing any secondary assistance (Correct answer)
- Ask the caller to count the victims before dispatching
- Transfer the call to the hospital's nurse line
Correct answer: Obtain location and dispatch EMS and police before providing any secondary assistance
Obtaining location and initiating dispatch is always the first action; secondary assistance like directions comes only after units are en route.
911 Operator Test Emergency Call Prioritization 3
A caller whispers that an intruder is in her home and she cannot speak loudly.
What is the most appropriate operator action?