PSD Crisis Management & Decision-Making Skills 3 — Questions and Answers
Question 1: A dispatcher receives a call about a suicidal subject who is armed. Which agencies should be dispatched?
- Only mental health crisis team
- Only law enforcement
- Law enforcement and, if available, a crisis intervention team (CIT) (Correct answer)
- Fire department and EMS only
Correct answer: Law enforcement and, if available, a crisis intervention team (CIT)
An armed suicidal subject requires law enforcement for safety, while a CIT-trained officer can help de-escalate the mental health crisis.
Question 2: What is the primary purpose of Incident Command System (ICS) from a dispatcher's perspective?
- To assign blame after an incident
- To provide a standardized chain of command that facilitates coordination during complex incidents (Correct answer)
- To replace the CAD system during large incidents
- To manage media relations during emergencies
Correct answer: To provide a standardized chain of command that facilitates coordination during complex incidents
ICS provides a unified command structure that allows dispatchers to coordinate multiple agencies efficiently during complex emergencies.
Question 3: A caller reports smoke coming from a neighbor's house but the neighbor appears to be home. What pre-arrival instruction should the dispatcher give?
- Tell the caller to knock on the door and investigate
- Advise the caller to stay back, do not enter the structure, and keep the line open while units respond (Correct answer)
- Ask the caller to call back if flames appear
- Instruct the caller to try to extinguish the smoke source
Correct answer: Advise the caller to stay back, do not enter the structure, and keep the line open while units respond
Pre-arrival instructions prioritize caller safety by keeping them away from potential danger while units respond.
Question 4: During a prolonged critical incident, a dispatcher begins showing signs of stress and cognitive fatigue. What is the recommended action?
- Continue working through the fatigue to maintain continuity
- Notify a supervisor and request rotation or relief to maintain decision-making quality (Correct answer)
- Self-medicate with stimulants to stay alert
- Ignore the signs until the incident concludes
Correct answer: Notify a supervisor and request rotation or relief to maintain decision-making quality
Cognitive fatigue degrades decision-making quality; rotating personnel maintains operational effectiveness and dispatcher wellness.
Question 5: A caller reports a structure fire in an apartment building and mentions that residents are trapped on upper floors. What additional resource should the dispatcher consider beyond standard fire units?
- Only one engine company is sufficient
- A ladder or aerial truck company due to the need for upper-floor rescue (Correct answer)
- Only EMS is needed since fire units will handle rescue
- No additional resources are needed until fire units confirm entrapment
Correct answer: A ladder or aerial truck company due to the need for upper-floor rescue
Upper-floor rescue requires aerial apparatus that standard engine companies may not have, necessitating proactive dispatch.
Question 6: A dispatcher receives an open 911 call with no verbal response but can hear what sounds like a struggle. What is the correct procedure?
- Hang up and wait for the caller to call back
- Treat it as an emergency, attempt to speak to the caller, and dispatch law enforcement to the ANI/ALI location (Correct answer)
- Leave the line open but take no action
- Ask a colleague to listen and determine if it is an emergency
Correct answer: Treat it as an emergency, attempt to speak to the caller, and dispatch law enforcement to the ANI/ALI location
Silent or open calls with sounds of distress must be treated as emergencies and dispatched immediately using available location data.
Question 7: Which critical thinking skill is MOST important when a dispatcher must decide resource deployment with incomplete information?
- Waiting until complete information is available
- Risk assessment based on available evidence, experience, and protocols (Correct answer)
- Deferring all decisions to on-scene units
- Choosing the least costly option available
Correct answer: Risk assessment based on available evidence, experience, and protocols
Risk-based decision-making using available evidence and established protocols allows effective response despite information gaps.
PSD Crisis Management & Decision-Making Skills 3
A dispatcher receives a call about a suicidal subject who is armed.
Which agencies should be dispatched?