CED Emergency Communication & Call Handling 3 — Questions and Answers
Question 1: What is the purpose of the EMD (Emergency Medical Dispatch) protocol's 'echo response' principle?
- Repeating caller information back to confirm accuracy before dispatching
- Providing pre-arrival medical instructions to callers while units are en route (Correct answer)
- Broadcasting incident details over all radio channels simultaneously
- Automatically routing medical calls to the nearest hospital call center
Correct answer: Providing pre-arrival medical instructions to callers while units are en route
EMD pre-arrival instructions empower bystanders to begin life-saving care before EMS arrives on scene.
Question 2: Which element of a call should a dispatcher confirm LAST before ending the call with a non-emergency inquiry?
- The caller's name
- A callback number in case additional contact is needed (Correct answer)
- The time the call was placed
- The type of incident reported
Correct answer: A callback number in case additional contact is needed
A callback number ensures the dispatcher or responding unit can reach the reporting party if information needs clarification.
Question 3: A caller reports a residential structure fire. Which piece of information should the dispatcher obtain FIRST?
- Whether anyone inside the structure has pets
- The complete address or location of the fire (Correct answer)
- How the fire started
- Whether the caller has a fire extinguisher
Correct answer: The complete address or location of the fire
Location is the single most critical piece of information because it determines where to send resources.
Question 4: When a caller is whispering and appears to be in a dangerous situation, the dispatcher should:
- Ask them to speak louder so the call can be recorded clearly
- Respond with yes/no questions and advise them to answer only with single words if possible (Correct answer)
- Transfer the call to law enforcement immediately without speaking
- Place the line on mute until police arrive
Correct answer: Respond with yes/no questions and advise them to answer only with single words if possible
Yes/no or single-word answers let a threatened caller communicate without alerting a nearby suspect.
Question 5: Under NENA standards, what is the recommended maximum time for a dispatcher to answer an incoming 911 call?
- 30 seconds
- 10 seconds or fewer (within 2 rings) (Correct answer)
- 60 seconds
- 20 seconds
Correct answer: 10 seconds or fewer (within 2 rings)
NENA recommends that 95% of 911 calls be answered within 10 seconds (two rings) to minimize response delay.
Question 6: A caller reports a suspicious person and then asks if police will arrest the individual. The dispatcher should:
- Confirm that the person will definitely be arrested
- Explain that an officer will investigate and let the officer make that determination (Correct answer)
- Tell the caller police will not respond unless a crime has occurred
- Ask the caller to document the person's activities and call back
Correct answer: Explain that an officer will investigate and let the officer make that determination
Dispatchers must not make promises about police action, as only responding officers can assess the situation and take appropriate action.
Question 7: What does 'verification of the scene' mean when dispatching for a potentially violent call?
- Confirming the caller's identity via a government ID
- Querying prior incident history for the address and relaying hazard information to responding units (Correct answer)
- Sending a supervisor to the scene before any units respond
- Requiring a second caller to confirm the incident before dispatching
Correct answer: Querying prior incident history for the address and relaying hazard information to responding units
Checking prior incident history helps identify known hazards such as weapons, dangerous individuals, or mental health history to protect responding officers.
CED Emergency Communication & Call Handling 3
What is the purpose of the EMD (Emergency Medical Dispatch) protocol's 'echo response' principle?