PSD Crisis Intervention and Stress Management 2 — Questions and Answers
Question 1: 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?
- Dispatch fire and EMS immediately without gathering more information
- Gather precise location information while keeping the reporting party calm and on the line (Correct answer)
- Ask the caller to approach the neighbor and talk them down
- Transfer the call directly to a mental health crisis line
Correct 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.
Question 2: Which communication technique is MOST effective when a dispatcher is speaking directly with a suicidal caller?
- Using rapid-fire questions to gather all facts quickly
- Active listening with open-ended questions and empathetic reflection (Correct answer)
- Telling the caller their problems are solvable and to cheer up
- Placing the caller on hold to consult a supervisor
Correct 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.
Question 3: A dispatcher experiences a traumatic call involving a child fatality. According to best practices, what should happen within 24–72 hours after the incident?
- The dispatcher should be reassigned to busier shifts to stay distracted
- A Critical Incident Stress Debriefing (CISD) session should be offered (Correct answer)
- The dispatcher should file a formal complaint about the incident
- No action is needed unless the dispatcher requests time off
Correct 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.
Question 4: What does the term 'psychological first aid' mean in the context of public safety dispatching?
- Providing medication advice to callers in crisis
- Offering immediate emotional support to stabilize a caller until responders arrive (Correct answer)
- Diagnosing mental health conditions over the phone
- Referring all emotional calls to a licensed therapist on staff
Correct 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.
Question 5: Which of the following is a common physical symptom of cumulative stress in dispatchers?
- Improved sleep quality
- Frequent headaches and gastrointestinal problems (Correct answer)
- Increased social engagement with coworkers
- Heightened concentration during calls
Correct answer: Frequent headaches and gastrointestinal problems
Cumulative occupational stress commonly manifests as physical symptoms including headaches, digestive issues, and fatigue.
Question 6: A caller in a domestic violence situation whispers that her abuser is in the room. What is the BEST dispatcher response?
- Ask the caller to speak louder so information can be recorded clearly
- Ask yes/no questions and advise the caller to stay on the line while help is dispatched (Correct answer)
- Tell the caller to leave the building immediately
- Hang up and call back on a different number
Correct 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.
Question 7: 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:
- Terminate the call and advise the caller to dial a mental health hotline
- Dispatch law enforcement only and end the call
- Follow established co-responder or mental health diversion protocols while keeping the caller engaged (Correct answer)
- Place the caller on hold until a mental health professional is available
Correct 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.
PSD Crisis Intervention and Stress Management 2
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?