Call Handling Flashcards
6 cards from real CritiCall Dispatcher Test practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Call Handling flashcards as text
A caller reports a vehicle fire on the highway and then the line goes silent. What is the BEST immediate action?
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.
During a 911 call, a caller speaks very rapidly and you cannot capture all the details. What should you do?
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.
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?
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.
A caller is hysterical and yelling. How should a dispatcher respond?
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.
What does 'call screening' mean in a dispatch center context?
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.
A caller reports someone 'possibly' breaking into a neighbor's house but is unsure. What is the appropriate dispatcher action?
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.