PSD Emergency Call Handling & Communication Protocols 2

Question 1

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

Accepted Answer

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

Answer

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:

Accepted Answer

Connect the call to a language line or telephone interpretation service

Answer

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?

Accepted Answer

To accurately gather information while monitoring caller tone and content

Answer

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:

Accepted Answer

Ask yes/no questions that require minimal verbal response

Answer

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:

Accepted Answer

Mike

Answer

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

(PSD) Certified Public Safety Dispatcher Practice Test