Crisis Intervention and Stress Management Flashcards
7 cards from real PSD practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Crisis Intervention and Stress Management flashcards as text
A caller reports that their neighbor is standing on a rooftop ledge and appears to be in crisis. What is the dispatcher's FIRST priority?
Answer: Gather precise location information while keeping the reporting party calm and on the line
Accurate location is always the first priority so responders can be dispatched, while keeping the caller engaged prevents scene escalation.
Which communication technique is MOST effective when a dispatcher is speaking directly with a suicidal caller?
Answer: Active listening with open-ended questions and empathetic reflection
Active listening with open-ended questions and empathetic reflection builds rapport and keeps the caller engaged without minimizing their distress.
A dispatcher experiences a traumatic call involving a child fatality. According to best practices, what should happen within 24–72 hours after the incident?
Answer: A Critical Incident Stress Debriefing (CISD) session should be offered
CISD within 24–72 hours of a critical incident helps dispatchers process trauma and reduces the risk of PTSD.
What does the term 'psychological first aid' mean in the context of public safety dispatching?
Answer: Offering immediate emotional support to stabilize a caller until responders arrive
Psychological first aid means providing immediate, practical emotional support to reduce distress and promote short-term coping until help arrives.
Which of the following is a common physical symptom of cumulative stress in dispatchers?
Answer: Frequent headaches and gastrointestinal problems
Cumulative occupational stress commonly manifests as physical symptoms including headaches, digestive issues, and fatigue.
A caller in a domestic violence situation whispers that her abuser is in the room. What is the BEST dispatcher response?
Answer: Ask yes/no questions and advise the caller to stay on the line while help is dispatched
Yes/no questions allow the caller to communicate safely without alerting the abuser, while keeping the line open ensures continuous contact.
When a dispatcher identifies that a caller may be experiencing a mental health crisis rather than a criminal emergency, the MOST appropriate action is to:
Answer: Follow established co-responder or mental health diversion protocols while keeping the caller engaged
Co-responder or diversion protocols ensure the caller receives appropriate mental health resources while dispatch maintains continuous contact for safety.