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

When contact is lost during an active emergency, dispatchers must act on the last known information and dispatch appropriate units immediately.

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

Clarifying key details during a call prevents critical errors in dispatch. Calmly asking the caller to repeat information is standard protocol.

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

Life-safety incidents always take priority over property damage or minor accidents. Active threats to life are the highest priority.

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

A calm, steady dispatcher voice is proven to help de-escalate panicked callers and gather better information.

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

Call screening involves quickly assessing the nature, priority, and needed resources for each incoming call before dispatching.

Criticall Test Practice Test

Criticall Test Practice Test

CritiCall Dispatcher Test Call Handling 2