PSD Emergency Call Handling Protocols 2

Question 1

A caller reports a structure fire but is hysterical and cannot provide the address. What is the dispatcher's FIRST priority?

Accepted Answer

Use ANI/ALI data to obtain the location while keeping the caller on the line

Answer

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?

Accepted Answer

Take brief information from each caller to confirm scope, then dispatch with updated intelligence

Answer

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?

Accepted Answer

Ask the caller to use a yes/no tap system and confirm location silently

Answer

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?

Accepted Answer

Exact location or nearest cross street

Answer

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?

Accepted Answer

Dispatch EMS, keep the caller on the line, and ask them to monitor and relay changes in the patient's condition

Answer

The dispatcher should dispatch resources immediately and keep the caller engaged as an on-scene observer even if they will not render aid.

(PSD) Certified Public Safety Dispatcher Practice Test