PSD Emergency Call Handling & Communication Protocols

Question 1

What is the primary goal of emergency call handling?

Accepted Answer

To assess and dispatch appropriate emergency help

Answer

To provide medical advice

Answer

To sell safety products

Answer

To collect survey data

Question 2

Which information is most critical during an emergency call?

Accepted Answer

Exact location of the emergency

Answer

Caller’s favorite color

Answer

Caller’s background

Answer

Time since last emergency

Question 3

What protocol guides dispatchers in handling emergency calls?

Accepted Answer

Emergency Medical Dispatch (EMD) protocol

Answer

Medical textbook

Answer

Caller instructions

Answer

Police handbook

Question 4

Why is calm communication essential in emergency dispatching?

Accepted Answer

To maintain clarity and reduce panic

Answer

To avoid using the radio

Answer

To reduce call time

Answer

To complete a script

Question 5

Which tool is commonly used to record and review emergency calls?

Accepted Answer

Computer-aided dispatch (CAD) system

Answer

Video recorder

Answer

Notebook

Answer

Personal cell phone

Question 6

How should a dispatcher prioritize calls?

Accepted Answer

Severity and urgency of the emergency

Answer

First-come, first-served

Answer

Caller’s voice tone

Answer

Location proximity

Question 7

What is the importance of repeating key details during a call?

Accepted Answer

To confirm accuracy of information

Answer

To fill time

Answer

To confuse the caller

Answer

To follow up on paperwork

Question 8

Why should dispatchers avoid using technical jargon?

Accepted Answer

To ensure caller understanding

Answer

To sound more friendly

Answer

To follow a script

Answer

To shorten the call

Question 9

What should a dispatcher do if the caller becomes unresponsive?

Accepted Answer

Attempt re-engagement and notify responders

Answer

End the call immediately

Answer

Wait silently

Answer

Transfer the call to voicemail