CritiCall Dispatcher Call Prioritization and Decision-Making Questions and Answers 1 — Questions and Answers
Question 1: You receive four calls simultaneously. Which of the following situations requires the HIGHEST priority for dispatch?
- A report of a convenience store robbery that occurred 15 minutes ago; the suspect has already fled the scene.
- A multi-vehicle accident on the highway with reports of serious injuries and road blockage. (Correct answer)
- A caller reporting their car was broken into sometime overnight in their driveway.
- A noise complaint about a loud party in a residential neighborhood.
Correct answer: A multi-vehicle accident on the highway with reports of serious injuries and road blockage.
Incidents that pose an immediate and ongoing threat to life are the highest priority. A major vehicle accident with serious injuries is an active, life-threatening event requiring immediate medical and police response. The other options, while requiring a response, are not as time-critical as the active injury accident.
Question 2: A caller reports a man is breaking into their neighbor's house right now. The caller can see the suspect inside the home. This type of call is best classified as:
- A report call, to be handled when a unit is free.
- An in-progress crime, requiring immediate dispatch. (Correct answer)
- A suspicious circumstance, requiring a delayed response.
- A non-emergency call, to be referred to a different line.
Correct answer: An in-progress crime, requiring immediate dispatch.
A crime that is happening at the present moment is considered "in-progress." These calls are among the highest priority because there is an immediate threat to life and property, and a chance to apprehend the suspect on scene.
Question 3: When prioritizing multiple incoming calls, which of the following factors is the MOST critical consideration for a dispatcher?
- The emotional state of the caller.
- The potential for immediate threat to life or property. (Correct answer)
- The number of people involved in the incident.
- The proximity of the incident to the nearest response unit.
Correct answer: The potential for immediate threat to life or property.
The core principle of call prioritization is to address the most life-threatening situations first. While other factors are important for context, the immediate threat to life or major property is the primary determinant for assigning priority.
Question 4: You receive a call from a person stating their spouse, who has a known heart condition, is experiencing severe chest pain and difficulty breathing. At the same time, another line rings with a report of a fistfight outside a bar with no weapons mentioned. How should you prioritize these calls?
- Dispatch to the fight first as it involves a crime.
- Place the medical call on hold to gather more information about the fight.
- Dispatch EMS to the chest pain call first, as it is a life-threatening medical emergency. (Correct answer)
- Handle the calls in the order they were received.
Correct answer: Dispatch EMS to the chest pain call first, as it is a life-threatening medical emergency.
A patient with a known heart condition experiencing chest pain and difficulty breathing is a classic sign of a heart attack, a time-critical, life-threatening medical emergency. While the fight requires a police response, an immediate medical emergency where life is in imminent danger takes precedence over a fight with no reported weapons.
Question 5: Which of the following is the best example of a 'just occurred' crime?
- A caller reporting a bank robbery where the suspects fled in a vehicle two minutes ago. (Correct answer)
- A caller reporting that their bicycle was stolen from their porch two days ago.
- A caller reporting an active shooter inside a shopping mall.
- A caller reporting ongoing vandalism to a public park.
Correct answer: A caller reporting a bank robbery where the suspects fled in a vehicle two minutes ago.
A 'just occurred' crime is an incident that has concluded, but so recently that responding units have a high probability of apprehending the suspect nearby. A robbery that happened two minutes prior fits this description perfectly, making it a very high priority. An active shooter or ongoing vandalism would be 'in-progress'.
Question 6: A citizen calls to report a broken traffic light at a busy intersection, causing traffic confusion but no accidents have been reported yet. According to standard CritiCall decision-making rules, which agency should be dispatched?
- Police Department
- Fire Department
- EMS (Emergency Medical Services)
- Utility (Correct answer)
Correct answer: Utility
Problems with public infrastructure like traffic signals, power lines, or water systems fall under the responsibility of a public utility company. While police may be needed for traffic control, the primary agency responsible for the repair is the utility service.
CritiCall Dispatcher Call Prioritization and Decision-Making Questions and Answers 1
You receive four calls simultaneously.
Which of the following situations requires the HIGHEST priority for dispatch?