CritiCall Dispatcher Test Call Handling 2

Question 1

A caller reports a vehicle fire on the highway and then the line goes silent. What is the BEST immediate action?

Accepted Answer

Dispatch fire and EMS units to the last known location while attempting to re-establish contact

Answer

Hang up and wait for a callback

Answer

Wait 60 seconds before dispatching any units

Answer

Transfer the call to a supervisor

Question 2

During a 911 call, a caller speaks very rapidly and you cannot capture all the details. What should you do?

Accepted Answer

Ask the caller to slow down and repeat the key information

Answer

Guess at the missing details and fill in the report

Answer

Dispatch units with partial information and complete the report later

Answer

Place the caller on hold while you review notes

Question 3

You receive two simultaneous 911 calls. One is a reported burglary in progress; the other is a minor traffic accident with no injuries. Which call takes priority?

Accepted Answer

The burglary in progress, because it poses an active threat to life

Answer

The traffic accident, because it involves property damage

Answer

Both calls are equal priority and should be handled simultaneously by one dispatcher

Answer

The call that came in first, regardless of nature

Question 4

A caller is hysterical and yelling. How should a dispatcher respond?

Accepted Answer

Speak calmly, clearly, and slowly to help de-escalate the caller

Answer

Raise your voice to match the caller's volume so they can hear you

Answer

Tell the caller to call back when they have calmed down

Answer

Place the caller on hold until they are calmer

Question 5

What does 'call screening' mean in a dispatch center context?

Accepted Answer

Evaluating each incoming call to determine its priority level and appropriate response

Answer

Blocking non-emergency calls from reaching dispatchers

Answer

Recording all calls for quality assurance

Answer

Transferring calls based on caller language preference

Question 6

A caller reports someone 'possibly' breaking into a neighbor's house but is unsure. What is the appropriate dispatcher action?

Accepted Answer

Dispatch an officer to investigate since it may be an active crime

Answer

Dismiss the call since it is not confirmed

Answer

Log it as a non-emergency call only

Answer

Ask the caller to personally verify before calling back