Emergency Call Handling Protocols Flashcards

What is the primary function of a Computer-Aided Dispatch (CAD) system during an emergency call?

Answer: To log, manage, and recommend resources for incidents in real time

CAD systems track incident details, recommend available units, and maintain a real-time log of all dispatch activities during an event.

A caller reports a child drowning in a backyard pool. After dispatching EMS, what pre-arrival instruction should the dispatcher give FIRST?

Answer: Instruct the caller to remove the child from the water if it can be done safely and begin rescue breathing

Drowning victims require immediate removal from the water and initiation of rescue breathing to maximize survival until EMS arrives.

Which practice best reduces errors when relaying unit assignments over radio?

Answer: Using standardized phonetic alphabet and requiring units to acknowledge with read-back

Phonetic alphabet use and mandatory read-back acknowledgment ensure unit assignments are received and understood correctly.

A caller reports a wildfire approaching their neighborhood and asks whether they should evacuate. What should the dispatcher do?

Answer: Relay current evacuation orders from the incident commander or emergency management and advise the caller to follow official guidance

Dispatchers should relay official evacuation orders and direct callers to follow emergency management guidance rather than making independent evacuation decisions.

When a caller uses the term 'signal 7' or other local codes, what should a dispatcher ensure during information relay?

Answer: Translate to plain language when communicating across jurisdictions or with mutual aid units unfamiliar with local codes

Plain language reduces inter-agency miscommunication, especially with mutual aid responders who may not share the same code system.

A 911 caller reaches the wrong PSAP (Public Safety Answering Point) for their location. What is the correct dispatcher action?

Answer: Gather basic information and transfer the call to the correct PSAP, staying on the line to ensure transfer success

Warm transfers to the correct PSAP with the dispatcher staying on the line prevent loss of critical information and avoid dropped emergency calls.

Which behavior by a dispatcher BEST demonstrates effective stress management during a high-volume incident?

Answer: Maintaining a calm, methodical tone, following protocol, and prioritizing calls by life-safety urgency

Calm, protocol-driven behavior under stress ensures accurate information gathering and effective resource management during major incidents.