911 Operator Test Information Recall and Comprehension 4 — Questions and Answers
Question 1: A caller reports smoke coming from a building but is unsure of the exact address. She says 'it's the brick building next to the post office on Vine Street.' How should the dispatcher handle the location?
- Refuse to dispatch until an exact address is confirmed
- Use the landmark description to identify the probable address and dispatch while continuing to clarify (Correct answer)
- Dispatch fire to the entire block of Vine Street
- Ask the caller to walk closer to find a street number
Correct answer: Use the landmark description to identify the probable address and dispatch while continuing to clarify
Dispatchers should use available landmark information to make an educated identification and dispatch resources while working to confirm the exact address.
Question 2: A caller reports a man collapsed in a park. The caller says he 'appears to be sleeping' but won't wake up when shouted at. How should the dispatcher classify this call?
- Non-emergency wellness check
- Possible medical emergency requiring EMS response (Correct answer)
- Trespassing complaint
- Intoxicated person — police only
Correct answer: Possible medical emergency requiring EMS response
An unresponsive person who cannot be roused must be treated as a potential medical emergency until EMS evaluates the patient on scene.
Question 3: During a call, a dispatcher notices that the address provided by the caller does not match the ANI/ALI data showing a different location. What is the BEST action?
- Always trust ANI/ALI over the caller
- Always trust the caller over ANI/ALI
- Confirm the discrepancy with the caller and dispatch to the caller-confirmed address while noting both in CAD (Correct answer)
- Ignore the discrepancy and dispatch to the ANI/ALI address only
Correct answer: Confirm the discrepancy with the caller and dispatch to the caller-confirmed address while noting both in CAD
Discrepancies between caller-stated and ANI/ALI addresses should be verified with the caller, and both addresses documented, to avoid sending help to the wrong location.
Question 4: A 911 operator must simultaneously listen to a caller, enter data into CAD, and monitor the radio for unit updates. This skill is best described as:
- Single-task focus
- Concurrent multitasking under stress (Correct answer)
- Passive monitoring
- Sequential processing
Correct answer: Concurrent multitasking under stress
911 dispatching requires true concurrent multitasking — processing multiple information streams simultaneously — which is a core tested competency.
Question 5: A caller describes a robbery suspect as 'a Hispanic male, 30s, 5'10", 180 lbs, wearing a black jacket.' Which element of this description is MOST useful for immediate identification on scene?
- Age estimate
- Ethnicity
- Clothing description (Correct answer)
- Weight
Correct answer: Clothing description
Clothing is the most immediately visible and distinctive identifier for officers arriving shortly after the incident.
Question 6: A caller states she is being followed and whispers that she cannot speak freely. What should the dispatcher do?
- Ask the caller to speak up so the information can be recorded
- Implement a yes/no questioning protocol and dispatch officers to her location (Correct answer)
- Tell the caller to call back when she is safe
- Transfer the call to law enforcement without further questioning
Correct answer: Implement a yes/no questioning protocol and dispatch officers to her location
Yes/no questioning allows the dispatcher to gather critical information without endangering a caller who cannot speak openly.
Question 7: A dispatcher receives a call about a structure fire. The caller says 'everyone is out.' However, a second caller immediately calls about the same fire and says 'I think someone is still inside.' How should the dispatcher handle this conflict?
- Trust the first caller since they called first
- Treat the incident as an active rescue situation based on the most dangerous scenario reported (Correct answer)
- Wait for on-scene units to confirm before upgrading the call
- Advise units of both reports and let them assess on arrival
Correct answer: Treat the incident as an active rescue situation based on the most dangerous scenario reported
When conflicting information exists, dispatchers must default to the most dangerous possible scenario to protect potential victims.
911 Operator Test Information Recall and Comprehension 4
A caller reports smoke coming from a building but is unsure of the exact address.
She says 'it's the brick building next to the post office on Vine Street.' How should the dispatcher handle the location?