Crisis Management & Decision-Making Skills Flashcards

A caller reports a suspicious package left outside a courthouse. What is the MOST appropriate initial action for the dispatcher?

Answer: Dispatch law enforcement, advise the caller to keep people away from the package, and notify bomb disposal units

Suspicious packages require immediate law enforcement response, public safety perimeter establishment, and bomb disposal notification.

What is the purpose of a 'hot wash' or after-action review following a major incident from a dispatch perspective?

Answer: To identify what worked, what failed, and how protocols can be improved for future incidents

After-action reviews are learning tools that allow dispatch centers to improve protocols and performance without punitive intent.

A dispatcher notices that a frequent caller (known mental health crisis individual) is calling with escalating distress over several days. What proactive step should the dispatcher take?

Answer: Flag the pattern to a supervisor and coordinate with mental health services for a welfare check or intervention

Recognizing escalating patterns and coordinating proactive intervention can prevent a crisis from becoming a fatality.

During an active shooter event, a caller is hiding in a room and asks if they should try to run. The subject is reportedly in the hallway. What guidance aligns with Run-Hide-Fight protocol?

Answer: Advise them to remain hidden, keep quiet, silence their phone, and wait for law enforcement to clear the building

When hiding is already occurring and an active threat is proximate, the Hide phase of Run-Hide-Fight directs individuals to stay concealed and silent.

A dispatcher receives conflicting updates from two responding units at a scene — one requests more EMS, the other says the scene is controlled. What should the dispatcher do?

Answer: Seek clarification from both units and request the incident commander provide a unified status report

Conflicting scene reports require clarification through the incident commander to ensure resource decisions are based on accurate situational awareness.

Which of the following BEST describes 'situational awareness' as it applies to dispatchers during a crisis?

Answer: Continuously monitoring and synthesizing all incident information to anticipate needs and avoid surprises

Situational awareness for dispatchers means continuously integrating incoming information to maintain an accurate mental picture of evolving incidents.

A school principal calls to report a lockdown after a teacher spotted a person with a gun on campus. What is the dispatcher's MOST critical immediate action?

Answer: Immediately dispatch law enforcement, confirm the lockdown is in effect, and keep the principal on the line for updates

A reported weapon on a school campus is a life-safety emergency requiring immediate law enforcement dispatch and ongoing communication with the scene contact.