Practice Test Geeks(PSD) Certified Public Safety Dispatcher Practice Test
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Emergency Call Handling & Communication Protocols 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 Emergency Call Handling & Communication Protocols flashcards as text

  1. A caller reports a vehicle accident but is hysterical and cannot provide a location. What is the BEST first action?

    Answer: Calmly ask the caller to look for street signs, landmarks, or mile markers

    Guiding a distressed caller to identify location clues like street signs or landmarks is the most effective way to obtain a usable address.

  2. When a caller speaks a language the dispatcher does not understand, the MOST appropriate action is to:

    Answer: Connect the call to a language line or telephone interpretation service

    Language line or telephone interpretation services are the standard protocol for handling calls in languages the dispatcher does not speak.

  3. Which of the following BEST describes the purpose of Active Listening during an emergency call?

    Answer: To accurately gather information while monitoring caller tone and content

    Active listening means simultaneously processing verbal content and emotional cues to ensure accurate, complete information gathering.

  4. A caller whispers that she cannot speak freely because the suspect is in the room. The dispatcher should:

    Answer: Ask yes/no questions that require minimal verbal response

    Yes/no questions allow a caller in a dangerous situation to provide information without alerting a nearby suspect.

  5. In the NATO phonetic alphabet, the letter 'M' is represented by:

    Answer: Mike

    The NATO phonetic alphabet uses 'Mike' for the letter M to ensure clarity in radio and telephone communications.

  6. What does 'ANI' stand for in CAD and dispatch systems?

    Answer: Automatic Number Identification

    ANI (Automatic Number Identification) automatically delivers the caller's phone number to the dispatcher's screen.

  7. A dispatcher receives a 911 call where only breathing or silence is heard. The CORRECT protocol is to:

    Answer: Immediately dispatch law enforcement to the identified address

    Silent or open-line 911 calls are treated as emergencies; dispatchers should send law enforcement to the ANI/ALI address immediately.