CED Emergency Communication & Call Handling 2

Question 1

A caller reports a vehicle accident with possible injuries but then goes silent. What is the dispatcher's BEST immediate action?

Accepted Answer

Continue speaking to the caller, announce you are sending help, and keep the line open

Answer

Keeping the line open allows the dispatcher to gather additional information and reassure the caller while units are dispatched.

Question 2

Which technique helps a dispatcher quickly verify a caller's location when they are confused or disoriented?

Accepted Answer

Request the caller describe visible landmarks, street signs, or business names nearby

Answer

Visible landmarks and signage give concrete reference points the dispatcher can cross-check against mapping tools.

Question 3

When a caller speaks a language the dispatcher does not understand, the FIRST step should be to:

Accepted Answer

Activate the agency's language line or interpreter service

Answer

Language interpretation services are the standard protocol to ensure non-English speakers receive timely emergency assistance.

Question 4

A caller becomes hysterical and cannot provide coherent information. The dispatcher should:

Accepted Answer

Speak slowly and calmly, using the caller's name if known, and ask simple yes/no questions

Answer

A calm, firm voice and simple closed-ended questions help de-escalate the caller's emotional state so information can be gathered.

Question 5

What does 'active listening' mean in the context of emergency dispatching?

Accepted Answer

Focusing entirely on the caller, acknowledging responses, and interpreting verbal cues to gather complete information

Answer

Active listening combines attention, acknowledgment, and interpretation to extract accurate, complete information under stress.

(CED) Certified Emergency Dispatcher Practice Test