911 Operator Test Multitasking and Data Entry 3 — Questions and Answers
Question 1: A 911 caller is giving you information rapidly and you cannot keep up with data entry. What should you do?
- Let the caller keep talking and try to catch up later
- Politely ask the caller to slow down so you can accurately record the information (Correct answer)
- Only enter the information you can catch and skip the rest
- Put the caller on hold until you finish typing
Correct answer: Politely ask the caller to slow down so you can accurately record the information
Accurate data entry is essential in emergencies, and it is appropriate to ask callers to slow down to ensure correct information is recorded.
Question 2: When a dispatcher is monitoring radio traffic from field units while simultaneously taking a new 911 call, which technique helps manage both tasks?
- Muting the radio until the phone call is complete
- Using selective auditory attention to flag critical radio transmissions while focusing on the caller (Correct answer)
- Turning up radio volume to hear both equally
- Asking a supervisor to monitor the radio
Correct answer: Using selective auditory attention to flag critical radio transmissions while focusing on the caller
Selective auditory attention allows dispatchers to filter background communications and respond to critical radio transmissions without losing focus on the caller.
Question 3: Which of the following BEST describes the risk of cognitive overload for a 911 dispatcher?
- Handling too many easy calls in a row
- Exceeding the brain's capacity to process multiple simultaneous inputs, leading to errors (Correct answer)
- Working too many overtime shifts without sufficient pay
- Using outdated CAD software that loads slowly
Correct answer: Exceeding the brain's capacity to process multiple simultaneous inputs, leading to errors
Cognitive overload occurs when the mental demands of simultaneous tasks exceed a dispatcher's processing capacity, increasing the likelihood of critical errors.
Question 4: A caller reports a fire at a school. While you are entering the location, the caller says there are children trapped on the second floor. You should:
- Stop data entry until the caller finishes speaking
- Continue entering location data while verbally acknowledging the trapped children information (Correct answer)
- Ask the caller to repeat the children information after dispatch is complete
- Transfer the call to fire dispatch and start over
Correct answer: Continue entering location data while verbally acknowledging the trapped children information
Skilled dispatchers continue data entry while verbally acknowledging new information so nothing is missed and dispatch is not delayed.
Question 5: What is the purpose of the 'call notes' or 'incident narrative' field in a CAD system?
- To record the dispatcher's personal opinions about the call
- To document additional details about the incident that do not fit in structured fields (Correct answer)
- To log the dispatcher's shift schedule
- To store caller payment information for billing
Correct answer: To document additional details about the incident that do not fit in structured fields
Incident narrative fields capture supplementary details that provide responding units with context beyond what structured CAD fields contain.
Question 6: A caller provides contradictory information — first saying the suspect left on foot, then saying the suspect is still inside. How should you handle data entry?
- Enter only the first information provided as it is the original account
- Note both statements in the incident narrative and flag the discrepancy for responding units (Correct answer)
- Disregard the call as unreliable and close it
- Enter only the most recent statement as the final answer
Correct answer: Note both statements in the incident narrative and flag the discrepancy for responding units
Documenting contradictory information and flagging it ensures responding officers are aware of the uncertainty and can approach accordingly.
Question 7: Which of the following is an example of effective multitasking during a 911 call?
- Checking personal social media while a caller is on hold
- Entering caller information into CAD while verbally guiding a caller through CPR instructions (Correct answer)
- Eating lunch while monitoring non-emergency radio channels
- Filing paperwork from the previous shift while awaiting incoming calls
Correct answer: Entering caller information into CAD while verbally guiding a caller through CPR instructions
Entering incident data while simultaneously providing CPR instructions is the hallmark of professional dispatcher multitasking.
911 Operator Test Multitasking and Data Entry 3
A 911 caller is giving you information rapidly and you cannot keep up with data entry.
What should you do?