911 Operator Test Situational Judgment and Reasoning 4 — Questions and Answers
Question 1: A caller says a fight is occurring at a bar but tells you not to send police because 'it's handled.' What is the correct action?
- Respect the caller's wishes and do not dispatch
- Dispatch police regardless, as you cannot verify the situation is safe (Correct answer)
- Ask the caller to call back if it gets worse
- Transfer to a non-emergency line
Correct answer: Dispatch police regardless, as you cannot verify the situation is safe
A caller's request not to send help does not override the dispatcher's responsibility to assess risk and dispatch when warranted.
Question 2: You receive a call from a child who says 'mommy fell and won't wake up.' What is your highest priority?
- Determine the child's age
- Dispatch EMS immediately and give the child instructions to help (Correct answer)
- Ask the child to find a neighbor
- Tell the child to call their father first
Correct answer: Dispatch EMS immediately and give the child instructions to help
An unconscious adult requires immediate EMS dispatch; simultaneously, keeping the child calm and giving simple instructions can improve outcomes.
Question 3: A caller reports seeing someone breaking into a car in a parking lot. The suspect is still present. What units should be dispatched?
- A detective unit only
- Police patrol units immediately (Correct answer)
- A parking authority officer
- No units — advise the caller to confront the suspect
Correct answer: Police patrol units immediately
An active vehicle break-in with a suspect present requires immediate police patrol response.
Question 4: A caller is reporting domestic violence but suddenly says 'never mind, everything is fine' in a changed tone. What should the dispatcher do?
- Accept the retraction and close the call
- Dispatch units anyway and attempt to keep the caller on the line (Correct answer)
- Ask the caller to confirm in writing before closing the call
- Transfer to a domestic violence hotline
Correct answer: Dispatch units anyway and attempt to keep the caller on the line
Sudden retractions during domestic violence calls often indicate coercion; dispatch based on initial report is the safest action.
Question 5: During a high call volume period, which call should be prioritized over the others?
- A complaint about a barking dog for two hours
- A report of a person having a seizure (Correct answer)
- A question about parking permit renewal
- A noise complaint about a construction crew
Correct answer: A report of a person having a seizure
A seizure is a life-threatening medical emergency and always takes priority over non-life-threatening complaints.
Question 6: A caller believes they are having a heart attack but insists on driving themselves to the hospital. What should the dispatcher do?
- Give them directions to the nearest hospital and wish them well
- Strongly advise against driving and dispatch EMS to their location (Correct answer)
- Tell them to have someone else drive them instead
- Advise them to chew aspirin and call back if it gets worse
Correct answer: Strongly advise against driving and dispatch EMS to their location
Driving during a heart attack is dangerous to the patient and the public; EMS dispatch ensures rapid care and prevents additional risk.
Question 7: A caller reports that their friend locked themselves in a bathroom and said they have a weapon and want to hurt themselves. What is the most appropriate response?
- Advise the caller to try to talk the friend out of the bathroom
- Dispatch police and EMS and advise the caller to stay nearby but not force entry (Correct answer)
- Dispatch only a mental health worker
- Ask the caller to leave the residence before calling back
Correct answer: Dispatch police and EMS and advise the caller to stay nearby but not force entry
A barricaded person with a weapon and suicidal intent requires law enforcement for scene safety and EMS for medical readiness.
911 Operator Test Situational Judgment and Reasoning 4
A caller says a fight is occurring at a bar but tells you not to send police because 'it's handled.' What is the correct action?