CritiCall Dispatcher Test Call Handling 2 — Questions and Answers
Question 1: A caller reports a vehicle fire on the highway and then the line goes silent. What is the BEST immediate action?
- Hang up and wait for a callback
- Dispatch fire and EMS units to the last known location while attempting to re-establish contact (Correct answer)
- Wait 60 seconds before dispatching any units
- Transfer the call to a supervisor
Correct answer: Dispatch fire and EMS units to the last known location while attempting to re-establish contact
When contact is lost during an active emergency, dispatchers must act on the last known information and dispatch appropriate units immediately.
Dispatchers should never delay response just because a caller disconnects. Using the last confirmed location and nature of the emergency, units should be dispatched at once. Simultaneously, the dispatcher should attempt to re-dial and keep the line open for any return call.
Question 2: During a 911 call, a caller speaks very rapidly and you cannot capture all the details. What should you do?
- Guess at the missing details and fill in the report
- Ask the caller to slow down and repeat the key information (Correct answer)
- Dispatch units with partial information and complete the report later
- Place the caller on hold while you review notes
Correct answer: Ask the caller to slow down and repeat the key information
Clarifying key details during a call prevents critical errors in dispatch. Calmly asking the caller to repeat information is standard protocol.
In fast-paced calls, dispatchers must control the pace of information gathering. Politely but firmly asking callers to slow down and confirm key details — location, nature of emergency, number of people involved — ensures the most accurate dispatch. Making up or inferring missing details can have life-threatening consequences.
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?
- The traffic accident, because it involves property damage
- Both calls are equal priority and should be handled simultaneously by one dispatcher
- The burglary in progress, because it poses an active threat to life (Correct answer)
- The call that came in first, regardless of nature
Correct answer: The burglary in progress, because it poses an active threat to life
Life-safety incidents always take priority over property damage or minor accidents. Active threats to life are the highest priority.
Emergency dispatch uses a priority triage system. Active crimes in progress — especially those threatening bodily harm — outrank property damage incidents. A minor traffic accident with no injuries can be handled after life-safety calls are processed and units dispatched.
Question 4: A caller is hysterical and yelling. How should a dispatcher respond?
- Raise your voice to match the caller's volume so they can hear you
- Speak calmly, clearly, and slowly to help de-escalate the caller (Correct answer)
- Tell the caller to call back when they have calmed down
- Place the caller on hold until they are calmer
Correct answer: Speak calmly, clearly, and slowly to help de-escalate the caller
A calm, steady dispatcher voice is proven to help de-escalate panicked callers and gather better information.
Trained dispatchers use a calm, authoritative tone to anchor a distressed caller. Matching panic with panic worsens communication. A steady, measured voice reassures the caller, slows their breathing, and enables them to provide clearer, more accurate information.
Question 5: What does 'call screening' mean in a dispatch center context?
- Blocking non-emergency calls from reaching dispatchers
- Evaluating each incoming call to determine its priority level and appropriate response (Correct answer)
- Recording all calls for quality assurance
- Transferring calls based on caller language preference
Correct answer: Evaluating each incoming call to determine its priority level and appropriate response
Call screening involves quickly assessing the nature, priority, and needed resources for each incoming call before dispatching.
Call screening is the initial assessment phase where dispatchers determine: Is this a life-safety emergency? What priority level applies? What agencies or units need to respond? This process must be done quickly and accurately to ensure resources are allocated correctly and response times are optimized.
Question 6: A caller reports someone 'possibly' breaking into a neighbor's house but is unsure. What is the appropriate dispatcher action?
- Dismiss the call since it is not confirmed
- Log it as a non-emergency call only
- Dispatch an officer to investigate since it may be an active crime (Correct answer)
- Ask the caller to personally verify before calling back
Correct answer: Dispatch an officer to investigate since it may be an active crime
Unconfirmed reports of potential crimes still warrant a police response to verify the situation. Dispatchers must err on the side of caution.
Dispatchers should treat unconfirmed but plausible reports of criminal activity as warranting investigation. Sending an officer to verify is standard — dismissing such calls risks allowing an active crime to continue. The officer's job is to confirm or rule out the situation.
CritiCall Dispatcher Test Call Handling 2
A caller reports a vehicle fire on the highway and then the line goes silent.
What is the BEST immediate action?