911 Operator Test Emergency Call Prioritization 4 — Questions and Answers
Question 1: A caller reports an elderly person who has fallen and cannot get up but is conscious and breathing normally. What priority should this receive?
- Non-emergency — the person is stable
- Priority 2 — respond when units are available, not immediate
- Priority 1 — elderly falls can involve hidden internal injury or rapid deterioration (Correct answer)
- Refer to a non-emergency medical transport service only
Correct answer: Priority 1 — elderly falls can involve hidden internal injury or rapid deterioration
Elderly falls carry high risk of hidden injury and rapid deterioration, warranting a Priority 1 EMS response even when the patient appears stable.
Question 2: Which call type typically receives the LOWEST dispatch priority in standard emergency call prioritization systems?
- Unconscious adult in a public park
- Residential burglar alarm with no confirmation of entry (Correct answer)
- Residential structure fire
- Person with difficulty breathing
Correct answer: Residential burglar alarm with no confirmation of entry
Unconfirmed burglar alarms with no evidence of actual entry are classified as low priority due to extremely high false-alarm rates.
Question 3: A caller reports a vehicle accident with airbag deployment and one occupant who is ambulatory and refusing EMS. What is the correct dispatch action?
- Cancel EMS since the occupant is refusing treatment
- Dispatch EMS anyway — airbag deployment indicates significant force (Correct answer)
- Downgrade to a non-priority report only
- Send police only and document the refusal
Correct answer: Dispatch EMS anyway — airbag deployment indicates significant force
Airbag deployment indicates a high-force collision; EMS should respond regardless of initial refusal because adrenaline can mask serious injuries.
Question 4: A 911 caller is reporting a non-life-threatening noise complaint when a second line rings with a reported cardiac arrest. What should the dispatcher do?
- Finish the noise complaint call before answering the second line
- Place the noise complaint caller on hold and handle the cardiac arrest (Correct answer)
- Transfer the noise complaint to a supervisor and take both calls simultaneously
- Ask the noise complaint caller to call back later
Correct answer: Place the noise complaint caller on hold and handle the cardiac arrest
A cardiac arrest is immediately life-threatening and must preempt a non-emergency call; placing the low-priority caller on brief hold is protocol.
Question 5: Under the Emergency Medical Dispatch (EMD) protocol, which question is most critical to ask first when a caller reports a medical emergency?
- What is the patient's insurance information?
- Is the patient conscious and breathing? (Correct answer)
- How old is the patient?
- Has the patient taken any medications today?
Correct answer: Is the patient conscious and breathing?
Consciousness and breathing status are the primary life-status indicators that determine the immediate dispatch level and pre-arrival instructions.
Question 6: A caller reports a person threatening self-harm and currently holding a knife. Which agencies should be dispatched?
- Police only — this is a law enforcement matter
- EMS only — the person needs medical help
- Police and EMS simultaneously (Correct answer)
- Crisis counselor by phone only, no field units
Correct answer: Police and EMS simultaneously
A person threatening self-harm with a weapon requires police for scene safety and EMS staged nearby for immediate medical intervention after scene is secured.
Question 7: In Computer-Aided Dispatch (CAD), what does upgrading a call's priority code accomplish?
- It adds the call to a historical log only
- It immediately alerts available units and can trigger auto-dispatch of additional resources (Correct answer)
- It transfers the call to a supervisor for manual review
- It sends an automated text to the caller
Correct answer: It immediately alerts available units and can trigger auto-dispatch of additional resources
Upgrading a CAD priority code triggers alerts to available units and may automatically recommend or dispatch additional resources based on the new threat level.
911 Operator Test Emergency Call Prioritization 4
A caller reports an elderly person who has fallen and cannot get up but is conscious and breathing normally.
What priority should this receive?