PSD Emergency Call Handling Protocols 2 — Questions and Answers
Question 1: A caller reports a structure fire but is hysterical and cannot provide the address. What is the dispatcher's FIRST priority?
- Disconnect and wait for a calmer caller
- Use ANI/ALI data to obtain the location while keeping the caller on the line (Correct answer)
- Transfer the call to the fire department immediately
- Ask the caller to step outside and look for a street sign
Correct answer: Use ANI/ALI data to obtain the location while keeping the caller on the line
ANI/ALI (Automatic Number Identification/Automatic Location Identification) provides location data even when a caller cannot communicate it verbally.
Question 2: During a multi-casualty incident, a dispatcher receives simultaneous calls about the same event. What is the best practice?
- Handle each call fully before answering the next
- Take brief information from each caller to confirm scope, then dispatch with updated intelligence (Correct answer)
- Ignore repeat calls once units are dispatched
- Transfer all additional calls to a supervisor
Correct answer: Take brief information from each caller to confirm scope, then dispatch with updated intelligence
Each additional call may provide updated or conflicting information that improves situational awareness and resource allocation.
Question 3: A caller whispers that there is an intruder in her home and she cannot speak loudly. What technique should the dispatcher use?
- Speak normally to establish authority
- Ask the caller to use a yes/no tap system and confirm location silently (Correct answer)
- Instruct her to hang up and call back from a safer location
- Place her on hold while units are dispatched
Correct answer: Ask the caller to use a yes/no tap system and confirm location silently
A yes/no system (tapping or single-word responses) lets a caller communicate covertly without alerting the intruder.
Question 4: Which caller detail should a dispatcher prioritize FIRST when handling a reported vehicle collision?
- Number of vehicles involved
- Exact location or nearest cross street (Correct answer)
- Description of driver's insurance
- Color and make of vehicles
Correct answer: Exact location or nearest cross street
Location is always the first critical piece of information needed to dispatch responders to any incident.
Question 5: A caller reports a person unconscious on the sidewalk. The caller is unwilling to perform CPR. How should the dispatcher respond?
- Scold the caller for refusing and demand compliance
- Dispatch EMS, keep the caller on the line, and ask them to monitor and relay changes in the patient's condition (Correct answer)
- Tell the caller the patient will die without CPR and disconnect
- Instruct the caller to find someone else nearby to help
Correct answer: Dispatch EMS, keep the caller on the line, and ask them to monitor and relay changes in the patient's condition
The dispatcher should dispatch resources immediately and keep the caller engaged as an on-scene observer even if they will not render aid.
Question 6: When should a dispatcher provide pre-arrival medical instructions (PAIs)?
- Only after confirming the caller has medical training
- As soon as the location is secured and medical nature of the call is established (Correct answer)
- Only for cardiac arrest calls
- After units are on scene and request it
Correct answer: As soon as the location is secured and medical nature of the call is established
PAIs should begin as soon as EMS dispatch is underway and the nature of the medical emergency is identified, improving patient outcomes.
Question 7: A caller describes a suspicious package left near a federal building. Which protocol takes priority?
- Contact building security and advise them to investigate
- Dispatch law enforcement and advise them of a potential hazmat/explosive threat without touching the package (Correct answer)
- Call the postal service to report an abandoned parcel
- Ask the caller to photograph the package for documentation
Correct answer: Dispatch law enforcement and advise them of a potential hazmat/explosive threat without touching the package
Suspicious packages near federal buildings are treated as potential explosive or hazmat threats; law enforcement with bomb-squad notification is the appropriate dispatch.
PSD Emergency Call Handling Protocols 2
A caller reports a structure fire but is hysterical and cannot provide the address.
What is the dispatcher's FIRST priority?