PSD Emergency Call Handling & Communication Protocols 2 — Questions and Answers
Question 1: A caller reports a vehicle accident but is hysterical and cannot provide a location. What is the BEST first action?
- Hang up and wait for another call
- Calmly ask the caller to look for street signs, landmarks, or mile markers (Correct answer)
- Dispatch units to the general area immediately without a location
- Transfer the call to a supervisor
Correct 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.
Question 2: When a caller speaks a language the dispatcher does not understand, the MOST appropriate action is to:
- Ask the caller to call back when they find an interpreter
- Place the caller on hold and locate a bilingual coworker
- Connect the call to a language line or telephone interpretation service (Correct answer)
- Attempt to communicate using only numbers
Correct 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.
Question 3: Which of the following BEST describes the purpose of Active Listening during an emergency call?
- To reduce the length of the call
- To allow the dispatcher to multitask more effectively
- To accurately gather information while monitoring caller tone and content (Correct answer)
- To memorize the caller's exact words for documentation
Correct 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.
Question 4: A caller whispers that she cannot speak freely because the suspect is in the room. The dispatcher should:
- Ask the caller to speak louder so information can be gathered
- Tell the caller to leave immediately before providing information
- Ask yes/no questions that require minimal verbal response (Correct answer)
- Disconnect and dispatch based on the address in the ANI/ALI
Correct 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.
Question 5: In the NATO phonetic alphabet, the letter 'M' is represented by:
- Mexico
- Mike (Correct answer)
- Metro
- Moon
Correct answer: Mike
The NATO phonetic alphabet uses 'Mike' for the letter M to ensure clarity in radio and telephone communications.
Question 6: What does 'ANI' stand for in CAD and dispatch systems?
- Automatic Notification Indicator
- Automatic Number Identification (Correct answer)
- Active Network Interface
- Alert Notification Index
Correct answer: Automatic Number Identification
ANI (Automatic Number Identification) automatically delivers the caller's phone number to the dispatcher's screen.
Question 7: A dispatcher receives a 911 call where only breathing or silence is heard. The CORRECT protocol is to:
- Hang up after 10 seconds of silence
- Ask questions and attempt to elicit a response before dispatching
- Immediately dispatch law enforcement to the identified address (Correct answer)
- Place the call on hold and continue with other calls
Correct 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.
PSD Emergency Call Handling & Communication Protocols 2
A caller reports a vehicle accident but is hysterical and cannot provide a location.
What is the BEST first action?