911 Dispatcher/Operator Exam — Questions and Answers

Question 1: A caller is reporting a house fire. They provide the address, state that their elderly father is trapped on the second floor, describe the smoke color, and mention their cat is also missing, all within a few seconds. In terms of immediate memory recall for dispatching the fire department, which two pieces of information are the absolute highest priority?

The address and the color of the smoke.
The color of the smoke and the missing cat.
The address and the trapped person. (Correct answer)
The trapped person and the missing cat.

Correct answer: The address and the trapped person.

The two most critical factors for an emergency response are the location of the incident (the address) and any immediate life safety threats (a person trapped). This information must be recalled instantly and accurately to dispatch the correct resources and inform responding units of a known rescue situation.

Question 2: The person assembling the necessary tools to carry out the incident in an Active Shooter scenario is known as:

Approach phase
Fantasy phase
Planning phase
Preparation phase (Correct answer)

Correct answer: Preparation phase

In the context of an active shooter scenario, the 'preparation phase' refers to the stage where the individual plans the attack, gathers intelligence, and assembles the necessary tools or weapons. This phase precedes the actual approach and execution of the incident, highlighting the importance of recognizing pre-incident indicators to potentially prevent such events.

Question 3: Which of the following is an example of effective multitasking during a 911 call?

Checking personal social media while a caller is on hold
Entering caller information into CAD while verbally guiding a caller through CPR instructions (Correct answer)
Filing paperwork from the previous shift while awaiting incoming calls
Eating lunch while monitoring non-emergency radio channels

Correct answer: Entering caller information into CAD while verbally guiding a caller through CPR instructions

Entering incident data while simultaneously providing CPR instructions is the hallmark of professional dispatcher multitasking.

Question 4: A caller believes they are having a heart attack but insists on driving themselves to the hospital. What should the dispatcher do?

Give them directions to the nearest hospital and wish them well
Strongly advise against driving and dispatch EMS to their location (Correct answer)
Tell them to have someone else drive them instead
Advise them to chew aspirin and call back if it gets worse

Correct answer: Strongly advise against driving and dispatch EMS to their location

Driving during a heart attack is dangerous to the patient and the public; EMS dispatch ensures rapid care and prevents additional risk.

Question 5: A caller reports a fire at a school. While you are entering the location, the caller says there are children trapped on the second floor. You should:

Stop data entry until the caller finishes speaking
Continue entering location data while verbally acknowledging the trapped children information (Correct answer)
Ask the caller to repeat the children information after dispatch is complete
Transfer the call to fire dispatch and start over

Correct answer: Continue entering location data while verbally acknowledging the trapped children information

Skilled dispatchers continue data entry while verbally acknowledging new information so nothing is missed and dispatch is not delayed.

Question 6: A caller describes their location as the 'northeast corner' of an intersection. Which two streets form the northeast corner?

The street they are on and the street behind them
The street to their south and the street to their west
The street to their north and the street to their east (Correct answer)
The nearest major road and the highway

Correct answer: The street to their north and the street to their east

The northeast corner of an intersection is where the northward and eastward streets meet, placing the caller in that quadrant.

Question 7: What does the term 'mutual aid agreement' mean in the context of geographic dispatch?

Neighboring jurisdictions agree to assist each other when resources are needed (Correct answer)
Two cities share one 911 call center
Citizens agree to assist emergency crews on scene
Two agencies share the same CAD system

Correct answer: Neighboring jurisdictions agree to assist each other when resources are needed

A mutual aid agreement allows neighboring agencies to provide resources and personnel to one another when local resources are insufficient or unavailable.

Question 8: A caller reports a robbery, speaking very quickly and providing a suspect description, vehicle details, and direction of travel in a single, frantic sentence. Which of the following is the most critical active listening skill to use for accurate memory recall?

Interrupting the caller to ask for their name and phone number immediately.
Waiting until the caller has finished speaking completely before asking any questions.
Mentally separating and categorizing the information as it is being delivered. (Correct answer)
Focusing only on the direction of travel to get units started.

Correct answer: Mentally separating and categorizing the information as it is being delivered.

Active listening involves more than just hearing; it requires processing information as it's received. By mentally categorizing details (suspect, vehicle, direction) while the caller is speaking, the operator can better retain and recall the critical, distinct pieces of information needed for an effective dispatch, even when the information is delivered in a disorganized manner.

Question 9: A caller reports a downed power line 'about halfway between Oak Street and Elm Street on Maple Avenue.' The two cross-streets are 600 feet apart. Approximately where should units look?

About 300 feet from either Oak Street or Elm Street on Maple Avenue (Correct answer)
At the Oak Street intersection
At the Elm Street intersection
At the midpoint of Maple Avenue's total length

Correct answer: About 300 feet from either Oak Street or Elm Street on Maple Avenue

Halfway between two cross-streets that are 600 feet apart places the hazard approximately 300 feet from each cross-street.

Question 10: The cognitive ability to temporarily store, process, and manipulate information during a call, such as holding an address in your mind while hearing a suspect description, is known as:

Situational awareness
Long-term memory
Auditory processing
Working memory (Correct answer)

Correct answer: Working memory

Working memory is the specific cognitive system responsible for the temporary storage and manipulation of information required for complex tasks like listening, reasoning, and learning. It is essential for a dispatcher who must juggle multiple pieces of incoming information simultaneously before committing them to the CAD or long-term memory.

Question 11: A protocol script reads: 'If the patient is unconscious and not breathing, proceed to Card 9.' The caller says the patient is unconscious but breathing normally. Which action is correct?

Proceed to Card 9 because the patient is unconscious
Do not proceed to Card 9 because both conditions are not met (Correct answer)
Ask the caller to check if the patient is breathing again
Skip all cards and wait for EMS

Correct answer: Do not proceed to Card 9 because both conditions are not met

Protocol conditions must both be met; since breathing is normal, the specific Card 9 criteria are not satisfied.

Question 12: Two callers report the same incident from different perspectives — one says it is a fight, the other says it is a shooting. Which account should drive the priority?

Wait for a third caller to break the tie
Average the two accounts and assign a medium priority
The more serious account (shooting) until units confirm otherwise (Correct answer)
The first caller's account since they called first

Correct answer: The more serious account (shooting) until units confirm otherwise

When conflicting reports differ in severity, the more dangerous scenario must drive the priority to protect lives and officer safety.

Question 13: A caller says their GPS is telling them they are at coordinates 'north 41 degrees, west 87 degrees' (approximate Chicago-area coordinates). A 911 dispatcher who understands geographic coordinates can use this to:

Plot the caller's position directly on a GIS-enabled dispatch map (Correct answer)
Determine the caller's altitude above sea level
Estimate travel time from the nearest fire station
Identify the caller's cell phone carrier

Correct answer: Plot the caller's position directly on a GIS-enabled dispatch map

Latitude and longitude coordinates can be entered directly into GIS-enabled CAD systems to pinpoint a caller's exact location on a map.

Question 14: A dispatcher notices on the CAD map that the nearest unit to an incident is across a river with no bridge for 5 miles. What should the dispatcher consider?

Wait for a helicopter to become available
Dispatch that unit anyway since map distance is what matters
Close the incident and reopen it with a different address
Dispatch the next closest unit that has a viable route, accounting for travel obstacles (Correct answer)

Correct answer: Dispatch the next closest unit that has a viable route, accounting for travel obstacles

Map proximity does not always equal fastest response; geographic obstacles like rivers require dispatchers to consider actual road access and travel routes.

Question 15: A caller is reporting a vehicle accident while you are already dispatching a medical unit for another call. What is the best approach?

Ask the accident caller to call back in a few minutes
Place the first caller on hold and fully focus on the new call
Continue coordinating the medical dispatch while gathering basic accident details from the new caller (Correct answer)
Transfer the accident call to another dispatcher immediately

Correct answer: Continue coordinating the medical dispatch while gathering basic accident details from the new caller

Skilled 911 operators manage concurrent calls by gathering essential information from each while maintaining active dispatches.

Question 16: A neighborhood has reported three catalytic converter thefts in two weeks, all occurring between 2–4 AM. What inductive conclusion helps dispatch prepare?

Increased patrols in that area between 2–4 AM are likely to deter or catch the thief (Correct answer)
Catalytic converter thefts are random and unpredictable
The thefts are unrelated coincidences
The thefts will stop on their own

Correct answer: Increased patrols in that area between 2–4 AM are likely to deter or catch the thief

A clear temporal pattern allows dispatch to recommend targeted patrol coverage during those hours.

Question 17: A caller speaks very quickly and provides details in a disorganized order. What is the best technique for gathering organized information?

Interrupt frequently to correct the order they are speaking in
Ask them to start over from the beginning at a slower pace
Let them finish, then recap the details back to them for confirmation (Correct answer)
Only document the last few things they said

Correct answer: Let them finish, then recap the details back to them for confirmation

Letting the caller finish and then recapping ensures you capture all information without interrupting and then verify accuracy.

Question 18: A caller reports a vehicle description: 'It's a white SUV with tinted windows, a roof rack, and a bumper sticker that says VETERANS.' As you relay to officers, which details should you emphasize most?

White SUV with tinted windows
Roof rack details
The bumper sticker text since it's unique
White SUV with tinted windows and VETERANS bumper sticker (Correct answer)

Correct answer: White SUV with tinted windows and VETERANS bumper sticker

The vehicle type/color combined with the unique bumper sticker text provides both a broad and specific identifier for officers.

Question 19: What is the significance of 'NENA' in the 911 industry?

Network Emergency Notification Agency — manages federal alert systems
National Emergency Number Association — the standards body for 911 systems and training (Correct answer)
National EMS Network Alliance — oversees ambulance dispatch protocols
National Enforcement and Notification Authority — regulates police dispatch

Correct answer: National Emergency Number Association — the standards body for 911 systems and training

NENA (National Emergency Number Association) develops standards, training guidelines, and best practices for 911 systems across the United States.

Question 20: You are simultaneously monitoring radio traffic from two units and talking to a caller. What technique best prevents missing critical radio transmissions?

Ask the caller to hold while you listen to the radio
Train yourself to selectively listen for unit identifiers and urgent tones (Correct answer)
Mute the radio while on a call to avoid distraction
Turn radio volume to maximum so it overrides the call

Correct answer: Train yourself to selectively listen for unit identifiers and urgent tones

Experienced dispatchers develop selective auditory focus, keying in on identifiers and alert tones without blocking out all background audio.

Question 21: While on a call, the line goes silent and the caller does not respond to your prompts. What should you do?

Redial the number immediately and if unanswered, close the call
Disconnect and wait for the caller to call back
Stay on the line, repeatedly ask if they are okay, and dispatch based on last known information (Correct answer)
Transfer the call to a supervisor

Correct answer: Stay on the line, repeatedly ask if they are okay, and dispatch based on last known information

A silent line may indicate the caller was incapacitated; dispatching on last known information protects the caller.

Question 22: You are recalling a caller's description of a suspect after the call ended: 'Hispanic male, 30s, 5'9", thin build, black hair, wearing jeans and a white t-shirt, last seen running east on Grove Avenue.' How many distinct descriptors did the caller provide?

Five
Eight
Seven (Correct answer)
Six

Correct answer: Seven

The descriptors are: ethnicity, sex, age range, height, build, hair color, clothing (jeans + white t-shirt = 2), and direction/location — totaling eight, but clothing counts as one group, making seven.

Question 23: A major freeway runs north-south through your city. An accident is reported in the northbound lanes at the 'Elm Street Overpass.' To provide the most accurate location information for responding units, which of the following pieces of geographic information is most important to verify and relay?

The speed limit on the freeway.
The direction of traffic on the Elm Street Overpass.
The name of the freeway.
The nearest freeway on-ramp for responding units. (Correct answer)

Correct answer: The nearest freeway on-ramp for responding units.

While the name of the freeway and the location of the overpass are essential, the most critical piece of actionable information for responding units is the best access point. Knowing the nearest on-ramp allows emergency vehicles to reach the scene via the most direct and efficient route, saving valuable time.

Question 24: A caller reports a vehicle accident with injuries on a highway. Which piece of information should the operator gather FIRST after confirming the location?

The speed limit on that road
The number of people injured and if anyone is trapped (Correct answer)
The make and model of the vehicles
Whether the caller has insurance

Correct answer: The number of people injured and if anyone is trapped

The number of casualties and whether anyone is trapped determines the type and quantity of resources to dispatch.

Question 25: A shift briefing note reads: 'All units in Sector 3 are committed until further notice.' A new call comes in for Sector 3. What does 'committed' mean in this context?

Units in Sector 3 are off duty
Units in Sector 3 are on a scheduled break
Units in Sector 3 have been reassigned to another district
Units in Sector 3 are currently assigned to active calls and unavailable (Correct answer)

Correct answer: Units in Sector 3 are currently assigned to active calls and unavailable

In dispatch terminology, 'committed' means units are occupied with active assignments and cannot respond to additional calls without reassignment.

Question 26: You receive a silent 911 call where the caller does not speak but the line stays open. What is the most reasonable deduction?

The caller will call back if there is a real emergency
It is a pocket dial and should be disconnected
The caller may be unable to speak and could be in danger, requiring a callback or dispatch (Correct answer)
There is a technical fault on the line

Correct answer: The caller may be unable to speak and could be in danger, requiring a callback or dispatch

Silent open lines can indicate a caller who cannot speak safely, and protocol requires treating them as potential emergencies.

Question 27: In Computer-Aided Dispatch (CAD), what does upgrading a call's priority code accomplish?

It transfers the call to a supervisor for manual review
It adds the call to a historical log only
It immediately alerts available units and can trigger auto-dispatch of additional resources (Correct answer)
It sends an automated text to the caller

Correct answer: It immediately alerts available units and can trigger auto-dispatch of additional resources

Upgrading a CAD priority code triggers alerts to available units and may automatically recommend or dispatch additional resources based on the new threat level.

Question 28: A caller reports a traffic accident with major injuries. The dispatcher should obtain the location and then immediately:

Transfer the caller to the nearest hospital
Dispatch EMS and police while continuing to gather information (Correct answer)
Wait until the caller has finished describing the scene
Ask detailed insurance questions before dispatching

Correct answer: Dispatch EMS and police while continuing to gather information

Dispatching resources should occur simultaneously with continued information gathering, not after all details are obtained.

Question 29: Which of the following best demonstrates 'active listening' during a 911 call?

Repeating key details back to the caller to confirm accuracy (Correct answer)
Remaining silent throughout the call to avoid confusion
Interrupting the caller frequently to speed up information gathering
Asking the caller to call back with more details

Correct answer: Repeating key details back to the caller to confirm accuracy

Repeating or paraphrasing key information confirms accuracy and reassures the caller that their message is understood.

Question 30: Which scenario represents the correct use of a 'priority hold' in emergency dispatch?

Temporarily holding a low-priority call so a dispatcher can concentrate on an active life-threat call (Correct answer)
Holding all calls during shift change to prevent overlap
Transferring a high-priority call to another center during peak hours
Placing a caller on hold because the dispatcher is on a personal call

Correct answer: Temporarily holding a low-priority call so a dispatcher can concentrate on an active life-threat call

A priority hold is a legitimate protocol that allows a dispatcher to focus on an active life-threat while briefly pausing a lower-priority caller.

Question 31: An officer on scene radios that a suspect has fled on foot and may be armed. How should the dispatcher prioritize incoming calls until the suspect is apprehended?

Upgrade all calls in the immediate area and dedicate a channel to the pursuit (Correct answer)
Transfer all incoming calls to the nearest neighboring center
Continue normal call handling; officers will manage the situation
Place all non-emergency calls on hold and suspend all other dispatch

Correct answer: Upgrade all calls in the immediate area and dedicate a channel to the pursuit

An armed fleeing suspect elevates area-wide threat level; nearby calls are upgraded and a dedicated channel supports officer safety and coordination.

Question 32: A caller reports a neighbor has been playing loud music for six hours and won't respond to knocking. What is the most appropriate initial classification?

Noise complaint / non-emergency
Welfare check with possible domestic disturbance (Correct answer)
Breaking and entering
Criminal trespassing

Correct answer: Welfare check with possible domestic disturbance

The lack of response combined with prolonged unusual activity warrants a welfare check, which may escalate if a disturbance is found.

Question 33: Which of the following situations would warrant dialing 911?

A thief broke in to your home while you were gone.
Your neighbor continues to park in you driveway, blocking you from exiting your home.
There is an open fire hydrant on your block.
An electric wire is down. (Correct answer)

Correct answer: An electric wire is down.

A downed electric wire is an immediate and severe public safety hazard, posing risks of electrocution, fire, and power outages. This situation requires an urgent response from emergency services and utility companies to secure the area and address the danger. The other options, while problematic, do not present the same level of immediate life-threatening risk.

Question 34: A caller reports a gas leak inside a residential building with occupants still inside. What is the correct dispatch priority?

High — immediate dispatch of fire and possible evacuation (Correct answer)
Low — gas leaks rarely ignite
Moderate — dispatch when fire units are available
Non-emergency — refer caller to the utility company

Correct answer: High — immediate dispatch of fire and possible evacuation

An active gas leak with occupants present is a life-safety hazard requiring immediate fire department response and potential evacuation.

Question 35: When should a dispatcher provide pre-arrival CPR instructions?

Only when the caller has medical training
As soon as it is confirmed a patient is unresponsive and not breathing normally (Correct answer)
Only when a physician is not available on scene
After fire units have been dispatched and acknowledged

Correct answer: As soon as it is confirmed a patient is unresponsive and not breathing normally

Dispatchers are trained to begin CPR pre-arrival instructions immediately upon confirming an unresponsive, non-breathing patient to improve survival odds.

Question 36: A 911 call is received from a mobile phone, and the system plots the caller's coordinates in a rural area that falls directly on the boundary line between your agency's jurisdiction (County A) and a neighboring jurisdiction (County B). Which of the following is the most critical initial step to ensure a proper response?

Wait for the caller's location to update to see which side of the boundary line it solidifies on.
Dispatch a unit from your agency only, as the call came into your center.
Dispatch your closest unit and simultaneously notify the neighboring jurisdiction's dispatch center. (Correct answer)
Ask the caller which county they believe they are in before dispatching any units.

Correct answer: Dispatch your closest unit and simultaneously notify the neighboring jurisdiction's dispatch center.

In cases of jurisdictional ambiguity, the priority is to get help to the caller as quickly as possible. The best practice is to dispatch the closest available unit, regardless of jurisdiction, while simultaneously coordinating with the neighboring agency to avoid a delayed or duplicated response. This concept is often referred to as "boundary drop" protocol.

Question 37: A caller reports a vehicle fire on the highway. Which agencies should typically be notified?

Fire department only
Fire department and police
Police only
Fire department, police, and EMS (Correct answer)

Correct answer: Fire department, police, and EMS

A vehicle fire requires fire suppression, traffic control by police, and EMS on standby for potential injuries.

Question 38: What does a 'one-way street' designation mean for dispatching a unit to an address on that street?

Units can only approach from the direction of legal travel on that street (Correct answer)
Only foot patrol can access the address
The address numbering system is reversed
Units may travel either direction using emergency override

Correct answer: Units can only approach from the direction of legal travel on that street

Even emergency vehicles should approach from the legal direction of travel on one-way streets to avoid head-on conflicts with other traffic.

Question 39: A caller reports a fire at a warehouse. Historically, warehouse fires spread faster than residential fires due to open floor plans. What should you inductively prioritize?

Wait for the caller to confirm flames before dispatching
Send police before the fire department
Dispatch a larger response given the higher risk of rapid fire spread (Correct answer)
Send a single fire unit to assess first

Correct answer: Dispatch a larger response given the higher risk of rapid fire spread

Historical patterns showing warehouses have rapid fire spread support a larger initial dispatch.

Question 40: A caller reports: 'There's a man down at the corner of Fifth and Grove — he might be sleeping or he might be hurt, I don't know.' How should the dispatcher categorize the call's priority?

Low priority, since he might just be sleeping
Request the caller to check on the man before units respond
Treat as a potential medical emergency until units can assess on scene (Correct answer)
Log as a non-emergency and schedule a welfare check for the next shift

Correct answer: Treat as a potential medical emergency until units can assess on scene

When there is any possibility of a medical emergency, dispatchers must default to treating it as such and send units to evaluate.

Question 41: When a 911 call is received from a cell phone, the initial location data provided is typically:

Exact GPS coordinates pinpointing the caller's position
An estimated location based on cell tower triangulation or device GPS (Correct answer)
The nearest major intersection
The caller's registered home address

Correct answer: An estimated location based on cell tower triangulation or device GPS

Cell phone location data may be a tower estimate or GPS fix and should be verified verbally with the caller.

Question 42: A caller is reporting a vehicle fire while simultaneously another line rings with what sounds like a shooting. What is the best immediate action?

Hang up on the first caller to free the line
Put the first caller on hold and answer the second line immediately
Signal a coworker to take the second call while you continue with the first (Correct answer)
Finish taking all details from the first caller before answering

Correct answer: Signal a coworker to take the second call while you continue with the first

Coordinating with a coworker ensures both emergencies receive attention without abandoning an active caller.

Question 43: A caller reports a cardiac arrest but is panicking and can barely communicate. What is the dispatcher's most effective communication strategy?

Immediately transfer the call to EMS without speaking further
Use short, clear, direct sentences and one instruction at a time (Correct answer)
Raise your voice to get the caller's attention
Speak quickly to match the caller's urgency

Correct answer: Use short, clear, direct sentences and one instruction at a time

Short, direct instructions delivered one at a time help panicked callers absorb and execute lifesaving guidance under extreme stress.

Question 44: A call comes in reporting a burglary. Which piece of information is most crucial for correctly prioritizing the dispatch response?

The total value of the items stolen.
A detailed description of the stolen items.
Whether the burglary is currently in progress. (Correct answer)
The time the homeowner will be back.

Correct answer: Whether the burglary is currently in progress.

A key principle of call prioritization is whether the event is currently in progress. A burglary in progress is a high-priority call because there is an immediate threat to the occupants and a chance to apprehend the suspect. A burglary that occurred in the past is a lower priority report call.

Question 45: A caller describes being at a 'T-intersection.' What does this tell the dispatcher about the road layout?

Three roads meet at one point, forming a T shape (Correct answer)
Two streets cross at 90-degree angles with a tunnel below
The road ends at a river or barrier
The intersection has a traffic light shaped like a T

Correct answer: Three roads meet at one point, forming a T shape

A T-intersection is where one road ends at another, creating a T shape with three arms instead of a full four-way crossing.

Question 46: A map legend shows a dashed line labeled 'city limit.' A caller reports an incident just outside this line. What is the dispatcher's primary concern regarding this location?

The distance from the nearest fire station
Whether the area has a street address system
Jurisdiction — a different agency may be responsible for response (Correct answer)
Whether the road is paved

Correct answer: Jurisdiction — a different agency may be responsible for response

City limit lines define jurisdictional boundaries, and incidents outside city limits may fall under county or state jurisdiction.

Question 47: When a dispatcher is monitoring radio traffic from field units while simultaneously taking a new 911 call, which technique helps manage both tasks?

Asking a supervisor to monitor the radio
Using selective auditory attention to flag critical radio transmissions while focusing on the caller (Correct answer)
Turning up radio volume to hear both equally
Muting the radio until the phone call is complete

Correct answer: Using selective auditory attention to flag critical radio transmissions while focusing on the caller

Selective auditory attention allows dispatchers to filter background communications and respond to critical radio transmissions without losing focus on the caller.

Question 48: A caller is whispering and says there is an intruder in the house. What is the best dispatcher response?

Dispatch law enforcement immediately and ask yes/no questions to avoid alerting the intruder (Correct answer)
Place the caller on hold while you contact police
Ask the caller to speak up so you can hear them clearly
Tell the caller to go to a neighbor's house before help arrives

Correct answer: Dispatch law enforcement immediately and ask yes/no questions to avoid alerting the intruder

When a caller cannot speak safely, dispatchers should use yes/no questions and dispatch units immediately to avoid endangering the caller.

Question 49: You receive a call about a multi-vehicle accident. The caller states, 'A blue truck, license plate Lincoln-Victor-Boy-5-2-3, hit a red sedan at the corner of 5th and Maple. I think someone is hurt!' Then, the call disconnects. While dispatching units, what is the most important detail to recall from short-term memory?

The license plate of the truck. (Correct answer)
The caller thought someone was hurt.
The color of the sedan.
The intersection of the accident.

Correct answer: The license plate of the truck.

While the location is critical for the initial dispatch, the license plate is a unique identifier that is easily forgotten and crucial for the investigation, locating a potentially fleeing vehicle, and identifying the registered owner. It is a complex piece of information that relies heavily on accurate short-term memory recall.

Question 50: A caller reports a man with a gun walking down Main Street. Which details should the dispatcher PRIORITIZE collecting?

Subject's description, direction of travel, and exact location (Correct answer)
The brand and caliber of the firearm
Whether the caller has filed a report before
The caller's relationship with the subject

Correct answer: Subject's description, direction of travel, and exact location

Officers need to locate and identify the subject quickly, making physical description, location, and direction of travel the critical data points.

Question 51: What is a 'repeater' in public safety radio communication?

A device that receives a weak signal and retransmits it at higher power to extend range (Correct answer)
A backup radio system activated during outages
A unit assigned solely to monitor radio traffic
A dispatcher who relays messages verbally to field units

Correct answer: A device that receives a weak signal and retransmits it at higher power to extend range

A repeater receives transmissions on one frequency and simultaneously retransmits them on another at greater power, greatly extending communication range.

Question 52: On a standard gridded map page, what is the primary purpose of the alphanumeric coordinates (e.g., D-8, G-14) found in a street index?

To identify the zip code for that specific area.
To calculate the exact distance between two points.
To indicate the direction of traffic flow on one-way streets.
To quickly guide the user to the general location of a street on the map page. (Correct answer)

Correct answer: To quickly guide the user to the general location of a street on the map page.

The alphanumeric grid system divides a map into smaller squares, allowing a user to find the general vicinity of a street quickly by cross-referencing the coordinates from the index. It narrows the search area on a potentially complex map.

Question 53: A caller reports a structure fire at '500 Oak Street' but there are two Oak Streets in the dispatch area. What should the dispatcher do first?

Ask the caller for a cross street, zip code, or other identifying detail to determine the correct location (Correct answer)
Wait for the caller to provide more information without prompting
Dispatch to both Oak Streets simultaneously
Flip a coin and document the decision

Correct answer: Ask the caller for a cross street, zip code, or other identifying detail to determine the correct location

When duplicate street names exist, the dispatcher must immediately gather clarifying information to avoid sending responders to the wrong location.

Question 54: Which of the following is a key difference between inductive and deductive reasoning for a 911 operator?

Inductive reasoning is only used for medical calls, while deductive reasoning is only for police calls.
Inductive reasoning is always fact-based, while deductive reasoning is based on opinion.
Deductive reasoning is a 'bottom-up' approach, while inductive reasoning is a 'top-down' approach.
Deductive reasoning applies general rules to reach certain conclusions, while inductive reasoning uses specific observations to form probable conclusions. (Correct answer)

Correct answer: Deductive reasoning applies general rules to reach certain conclusions, while inductive reasoning uses specific observations to form probable conclusions.

This statement accurately summarizes the core difference. Deductive reasoning starts with a general premise (e.g., a policy) and leads to a certain conclusion. Inductive reasoning starts with specific observations (e.g., call patterns) and builds toward a general conclusion that is probable but not guaranteed to be true.

Question 55: Which of the following best describes the 'life safety' tier in a three-tier priority dispatch model?

Calls where a human life is in immediate danger and every second counts (Correct answer)
Calls that are important but can wait up to 30 minutes for a response
Calls involving property damage only
Calls from repeat or known frequent callers

Correct answer: Calls where a human life is in immediate danger and every second counts

The life-safety tier encompasses any incident where a person's life is in immediate peril, mandating the fastest possible unit response.

Question 56: When a caller reports a structure fire with possible victims inside, what is the FIRST action a dispatcher should take?

Verify the caller's identity before dispatching
Dispatch fire and EMS units immediately (Correct answer)
Ask the caller to describe the building layout
Instruct the caller to attempt a rescue

Correct answer: Dispatch fire and EMS units immediately

Immediate dispatch minimizes response time, which is the most critical factor when lives may be at risk.

Question 57: A caller reports finding someone unresponsive and suspects an opioid overdose. While awaiting EMS, what should the 911 operator advise if naloxone (Narcan) is available on scene?

Only administer it if the person is still breathing
Wait for EMS to administer it to avoid any liability
Administer it per directions if the caller knows how, and continue rescue breathing if needed (Correct answer)
Give a double dose immediately to ensure effectiveness

Correct answer: Administer it per directions if the caller knows how, and continue rescue breathing if needed

If naloxone is available and the caller knows how to use it, operators should encourage its use along with rescue breathing to reverse opioid-induced respiratory depression.

Question 58: What is the primary reason dispatchers must avoid using non-standard abbreviations in CAD narratives?

Abbreviations slow down data retrieval in searches
CAD systems automatically reject non-standard abbreviations
Other responders and reviewers may misinterpret them, causing errors or legal issues (Correct answer)
Non-standard abbreviations save space but look unprofessional

Correct answer: Other responders and reviewers may misinterpret them, causing errors or legal issues

Non-standard abbreviations can be misread by other dispatchers, responders, or in court, potentially compromising response accuracy and legal integrity.

Question 59: A caller reports smoke coming from a neighbor's apartment but sees no flames and does not know if anyone is inside. What is the correct priority?

Low — no visible flame means no confirmed fire
Moderate — send units when fire resources are free
Non-emergency — advise caller to knock on the neighbor's door first
High — potential structure fire with possible occupants requires immediate response (Correct answer)

Correct answer: High — potential structure fire with possible occupants requires immediate response

Smoke inside a building is treated as an active fire until proven otherwise; immediate fire department dispatch is required due to potential occupants.

Question 60: What is the primary reason 911 dispatchers practice typing drills and data entry exercises during training?

To satisfy equipment maintenance contracts with CAD vendors
To build the muscle memory needed to enter data accurately without diverting cognitive attention from callers (Correct answer)
To meet federal regulatory minimums for computer use
To qualify for higher pay grades based on WPM scores

Correct answer: To build the muscle memory needed to enter data accurately without diverting cognitive attention from callers

Typing drills build automaticity, allowing dispatchers to enter data without conscious effort, freeing cognitive resources for caller management.

Question 61: When a caller reports severe, uncontrolled bleeding, what is the first pre-arrival instruction a 911 operator should give?

Loosen all clothing around the wound site
Elevate the limb and give the person water to drink
Apply ice to the wound to slow blood flow
Apply firm, direct pressure to the wound (Correct answer)

Correct answer: Apply firm, direct pressure to the wound

Direct, firm pressure is the most effective first-line method to control bleeding while waiting for EMS.

Question 62: During a call, a caller asks whether an operator is a real person or a recording. How should the operator respond?

Confirm you are a live 911 operator and refocus on the emergency (Correct answer)
Transfer the call to prove you are real
Ask the caller why they are asking
Ignore the question and continue gathering information

Correct answer: Confirm you are a live 911 operator and refocus on the emergency

Quickly confirming you are a live person builds caller confidence and helps redirect the conversation back to the emergency at hand.

Question 63: What does 'call determinant' refer to in emergency dispatch?

The technology used to locate a caller
The estimated response time for a unit
A standardized code that identifies the nature and severity of an incident (Correct answer)
The officer assigned to handle the call

Correct answer: A standardized code that identifies the nature and severity of an incident

A call determinant is a coded classification that identifies the type of emergency and drives the level of response dispatched.

Question 64: Which of the following best describes 'call stacking' in a 911 center?

Recording duplicate calls about the same incident for legal purposes
Transferring calls between dispatchers to balance workload
Logging all calls chronologically in the CAD system
Queuing lower-priority calls while high-priority units are committed (Correct answer)

Correct answer: Queuing lower-priority calls while high-priority units are committed

Call stacking holds lower-priority calls in queue so critical incidents receive immediate unit assignment without delay.

Question 65: A person calls 911 and is speaking a language the operator does not understand. The correct action is to:

Hang up and note it as a non-English call
Ask the caller to find a translator and call back
Transfer the call to a bilingual coworker
Use a language interpretation service and keep the caller on the line (Correct answer)

Correct answer: Use a language interpretation service and keep the caller on the line

Language line or interpretation services must be used immediately to ensure non-English speakers receive emergency assistance.

Question 66: When a unit transmits 'Signal 1000' or a similar emergency alert tone, what should all other units on the channel do?

Switch to an alternate channel
Cease all transmissions immediately and stand by (Correct answer)
Continue transmitting normally
Increase transmitter power

Correct answer: Cease all transmissions immediately and stand by

Emergency alert tones require all other units to immediately clear the channel so the emergency traffic can proceed without interference.

Question 67: A caller becomes hysterical and begins screaming, making it impossible to gather information. What should the operator do?

Hang up and call back
Transfer immediately to a supervisor
Raise your voice to match their energy
Speak in a calm, firm tone and use the caller's name if known (Correct answer)

Correct answer: Speak in a calm, firm tone and use the caller's name if known

A calm, steady voice and using the caller's name helps de-escalate hysteria and refocuses the caller so critical information can be obtained.

Question 68: Which of the following is a best practice for authenticating an unusual or suspicious radio request?

Transfer the call to a senior dispatcher without verifying
Request the caller identify by unit number, name, and supervisor if needed (Correct answer)
Comply immediately to avoid delaying emergency response
Record the transmission and review it after complying

Correct answer: Request the caller identify by unit number, name, and supervisor if needed

Verifying identity by requesting unit number and name helps prevent unauthorized persons from impersonating officers and directing false dispatches.

Question 69: Which practice helps a dispatcher maintain accuracy when logging incident updates during a long, evolving event?

Summarizing all updates in a single entry at the end of the event
Timestamping each update as it occurs throughout the event (Correct answer)
Delegating all logging to a trainee to stay focused on radio
Typing updates from memory after the event concludes

Correct answer: Timestamping each update as it occurs throughout the event

Real-time timestamped entries create an accurate chronological record critical for after-action reviews and legal documentation.

Question 70: Which of the following is an example of 'reading between the lines' during a 911 call?

Asking the caller to repeat everything they said
Relying solely on the caller's stated incident type
Logging only what the caller explicitly states
Recognizing that a caller whispering 'I'm fine' may actually be in danger (Correct answer)

Correct answer: Recognizing that a caller whispering 'I'm fine' may actually be in danger

Trained dispatchers recognize behavioral cues like whispering or contradictory statements that may signal the caller cannot speak freely.

Question 71: A dispatcher receives a call where the caller is whispering and seems afraid. Beyond gathering location data, the dispatcher should:

Hang up and call back on the caller's number
Wait silently until the caller feels safe enough to speak normally
Ask yes/no questions that require only minimal verbal response and continue logging (Correct answer)
Tell the caller to speak louder so information can be recorded accurately

Correct answer: Ask yes/no questions that require only minimal verbal response and continue logging

Yes/no questions let a frightened caller communicate safely while the dispatcher continues building the incident record.

Question 72: A written incident report states: 'The complainant alleged the suspect fled northbound on Route 9 in a blue sedan.' What does 'alleged' indicate?

The information is from the complainant and not yet confirmed (Correct answer)
The suspect was later caught
The direction of travel is approximate
The information has been verified by police

Correct answer: The information is from the complainant and not yet confirmed

'Alleged' signals that the claim comes from a source and has not been independently verified, which is important for accurate reporting.

Question 73: A caller reports a toddler locked inside a hot car on a summer day. The parent is not nearby. What is the correct dispatch priority?

Emergency police and fire/EMS response (Correct answer)
Non-emergency police response only
Ask the caller to find the parent before dispatching
Dispatch animal control since vehicles are their jurisdiction

Correct answer: Emergency police and fire/EMS response

A child in a hot vehicle is a life-threatening emergency requiring immediate police to gain entry and EMS to evaluate the child.

Question 74: What does the term 'squelch' refer to on a radio?

The delay between pressing PTT and transmission start
A circuit that mutes the receiver when no signal is present to eliminate static (Correct answer)
The volume level for incoming transmissions
The encryption key applied to outgoing signals

Correct answer: A circuit that mutes the receiver when no signal is present to eliminate static

Squelch is an electronic circuit that silences the radio's audio output when no signal is detected, preventing continuous background static.

Question 75: A dispatcher is tracking three active units on the radio while taking a new 911 call about a domestic disturbance. Which mental tool is MOST useful for managing all tasks?

Repeating all radio traffic out loud to memorize it
Ignoring the radio entirely until the new call is complete
Writing down every radio transmission word for word
Mentally 'chunking' unit statuses into a simple pattern to free capacity for the new call (Correct answer)

Correct answer: Mentally 'chunking' unit statuses into a simple pattern to free capacity for the new call

Chunking — grouping unit statuses into a simplified mental model — reduces cognitive load so the dispatcher can handle the new call without losing situational awareness.

Question 76: Which of the following is the primary reason operators must use approved Emergency Medical Dispatch (EMD) protocols for giving medical instructions, rather than offering their own advice?

To make sure the call processing time meets agency standards.
Because EMD protocols are easier for untrained callers to understand.
To provide a medically approved standard of care and mitigate legal liability for the agency and operator. (Correct answer)
To ensure responding paramedics are not given conflicting information.

Correct answer: To provide a medically approved standard of care and mitigate legal liability for the agency and operator.

EMD protocols provide a standardized, medically-vetted script of instructions that have been proven safe and effective. Following these protocols ensures the caller receives the correct care, and it protects the operator and agency from the significant liability that would arise from providing incorrect or improvised medical advice.

Question 77: What does 'mutual aid' mean in the context of emergency dispatch?

An agreement between jurisdictions to share personnel and equipment during large-scale incidents (Correct answer)
A dispatcher helping a caller locate a non-emergency resource
The process of transferring a caller to a different agency's line
A protocol requiring two dispatchers to verify all fire calls

Correct answer: An agreement between jurisdictions to share personnel and equipment during large-scale incidents

Mutual aid agreements allow neighboring agencies to send resources to assist when local resources are overwhelmed or unavailable.

Question 78: A caller reports a child who ingested an unknown household chemical 20 minutes ago and is now vomiting. What is the correct priority and first action?

Moderate — tell caller to give the child water and monitor
Low priority — vomiting is the body's natural response
Non-emergency — refer directly to Poison Control only
High priority — dispatch EMS and advise caller to call Poison Control concurrently (Correct answer)

Correct answer: High priority — dispatch EMS and advise caller to call Poison Control concurrently

Pediatric poisoning with active symptoms is a Priority 1 medical emergency requiring EMS dispatch and concurrent Poison Control guidance.

Question 79: When a dispatcher says 'go ahead' after a unit calls in, what is the unit expected to do?

Proceed to the next call location
Confirm it is on the correct channel
Wait for further instructions
Begin transmitting its full message or request (Correct answer)

Correct answer: Begin transmitting its full message or request

'Go ahead' is a signal from the receiving station that it is ready to receive the calling unit's full transmission.

Question 80: A supervisor's memo reads: 'Dispatchers should avoid using jargon that callers may not understand.' Which dispatcher response best follows this guidance?

'I'm sending officers to your location right now.' (Correct answer)
'I'm issuing a CAD entry for a Code 4 at your 10-20.'
'Units are en route; maintain radio silence until arrival.'
'A 10-78 has been dispatched; stand by for further comms.'

Correct answer: 'I'm sending officers to your location right now.'

Plain language ('sending officers to your location right now') is immediately clear to a civilian caller without requiring knowledge of codes.

Question 81: A caller reports a minor fender-bender with no injuries while simultaneously another caller reports a person collapsed and unresponsive. Which call receives the highest priority?

Both calls receive equal priority
The first call received takes priority regardless of nature
The unresponsive person, as it is a life-threatening medical emergency (Correct answer)
The fender-bender, as traffic hazards affect more people

Correct answer: The unresponsive person, as it is a life-threatening medical emergency

An unresponsive person represents an immediate life threat and always outranks property damage incidents with no injuries.

Question 82: A caller reports a vehicle accident with airbag deployment and one occupant who is ambulatory and refusing EMS. What is the correct dispatch action?

Cancel EMS since the occupant is refusing treatment
Send police only and document the refusal
Downgrade to a non-priority report only
Dispatch EMS anyway — airbag deployment indicates significant force (Correct answer)

Correct answer: Dispatch EMS anyway — airbag deployment indicates significant force

Airbag deployment indicates a high-force collision; EMS should respond regardless of initial refusal because adrenaline can mask serious injuries.

Question 83: You are dispatching units for a residential burglary in progress when a second call comes in about a multi-vehicle accident with injuries. How should you prioritize?

Cancel the burglary response and redirect all units to the accident
Place the accident caller on hold until the burglary is resolved
Handle both simultaneously by using all available resources for each (Correct answer)
Finish the burglary dispatch completely before handling the accident

Correct answer: Handle both simultaneously by using all available resources for each

911 centers are designed to handle multiple incidents simultaneously; both calls must be processed with appropriate resources allocated to each.

Question 84: When a dispatcher says 'stand by' to a caller, what should the caller do?

Dial a non-emergency number instead
Remain on the line and wait (Correct answer)
Hang up and call back in one minute
Speak louder so the dispatcher can hear

Correct answer: Remain on the line and wait

'Stand by' instructs the caller to stay on the line while the dispatcher handles another task or dispatches units.

Question 85: During a call, a caller provides the address '1424 Elm Street' but later corrects it to '1442 Elm Street.' What should the dispatcher do?

Update the address in the CAD system and notify responding units of the correction (Correct answer)
Ask a supervisor before making any changes
Dispatch to both addresses to be safe
Keep the original address since it was given first

Correct answer: Update the address in the CAD system and notify responding units of the correction

Corrected information must be updated immediately in CAD and communicated to responders to ensure they arrive at the right location.

Question 86: You are on a call when the caller whispers, 'He's in the next room. I can't speak.' What is the recommended technique to gather information?

Ask them to text 911 instead
Tell them to call back when it is safe
Ask yes/no questions they can answer with tapping or short responses (Correct answer)
Immediately dispatch and stay silent on the line

Correct answer: Ask yes/no questions they can answer with tapping or short responses

Yes/no questions allow the caller to communicate with minimal sound, reducing risk while still gathering critical information.

Question 87: A call is received where a person whispers, "I need help at 450 Elm Street. He's here," and then the line disconnects. Which of the following is the most appropriate initial action?

Classify the call as a high-priority domestic disturbance or hostage situation and dispatch police immediately. (Correct answer)
Log the event but wait for the person to call back with more specific details before dispatching.
Assume it was likely a prank call due to the limited information and lack of cooperation.
Attempt to call the number back twice; if there is no answer, dispatch a single unit for a welfare check.

Correct answer: Classify the call as a high-priority domestic disturbance or hostage situation and dispatch police immediately.

The context of a silent or whispered call that disconnects abruptly strongly implies the caller is in immediate danger and cannot speak freely, often indicative of a domestic violence, home invasion, or hostage scenario. The operator's judgment should lead them to treat this as a high-priority, life-threatening call requiring an immediate police response. Calling back could alert the aggressor and increase the caller's danger.

Question 88: Under the Emergency Medical Dispatch (EMD) protocol, which question is most critical to ask first when a caller reports a medical emergency?

What is the patient's insurance information?
Is the patient conscious and breathing? (Correct answer)
How old is the patient?
Has the patient taken any medications today?

Correct answer: Is the patient conscious and breathing?

Consciousness and breathing status are the primary life-status indicators that determine the immediate dispatch level and pre-arrival instructions.

Question 89: A caller reports a structure fire and says the building's address faces north, but they are calling from the rear (south side) of the building. Responding units should be told to access via:

Either side at their discretion
The front address on the north side only
The alley or rear road on the south side of the building (Correct answer)
The side streets to the east or west

Correct answer: The alley or rear road on the south side of the building

Directing units to the rear of the building helps them position correctly when the caller is reporting from the south side where the fire may be most visible.

Question 90: A caller reports a domestic disturbance and mentions 'he has a knife.' At what point should this weapon information be relayed to responding officers?

After the call has ended and a report is written
Immediately, as soon as the information is obtained (Correct answer)
When the officer arrives on scene and asks for an update
Only if the caller repeats it a second time

Correct answer: Immediately, as soon as the information is obtained

Weapon information is a critical officer safety concern that must be transmitted to responders without delay.

Question 91: Which behavior is considered UNPROFESSIONAL and a potential violation of 911 operator standards?

Using a scripted protocol when providing pre-arrival instructions
Documenting a call immediately after it is completed
Placing a caller on a brief hold to consult a supervisor
Discussing confidential call details with unauthorized persons after a shift (Correct answer)

Correct answer: Discussing confidential call details with unauthorized persons after a shift

Disclosing confidential call information violates confidentiality policies, HIPAA where applicable, and erodes public trust in the 911 system.

Question 92: A caller describes a crash scene: 'We're on the highway near a green exit sign that says Exit 22, Riverside Drive.' What additional information should the dispatcher confirm?

The speed limit on that highway
Whether they are before or past the exit (which side of Exit 22) (Correct answer)
Whether the highway has a median
The color of the vehicles involved

Correct answer: Whether they are before or past the exit (which side of Exit 22)

Being before or past an exit determines which direction units should approach, which is critical for highway response.

Question 93: In reviewing logs, you notice that 80% of noise complaints on Friday nights come from one specific block. What inductive conclusion is most reasonable?

Officers are not patrolling that area on Fridays
Residents on that block are unusually sensitive to noise
The recording equipment malfunctions on Fridays
There is likely a recurring source of noise such as a venue or gathering on that block (Correct answer)

Correct answer: There is likely a recurring source of noise such as a venue or gathering on that block

A consistent geographic and temporal pattern inductively points to a recurring noise source at that location.

Question 94: A caller reports that an aggressive dog bit a child and the dog is still loose. What determines whether this is dispatched as Priority 1?

The severity of the child's injuries and ongoing threat to other people (Correct answer)
The time of day the incident occurred
The breed of the dog
Whether the dog owner is present

Correct answer: The severity of the child's injuries and ongoing threat to other people

A child with bite injuries combined with an at-large aggressive animal represents both an active medical emergency and an ongoing public safety threat, warranting Priority 1.

Question 95: What is the purpose of 'incident priority codes' used by dispatch centers?

To determine which calls are billed to the caller's insurance
To assign liability in post-incident legal proceedings
To rank the urgency of incidents so that resources are allocated to the most critical situations first (Correct answer)
To categorize calls for annual statistical reporting only

Correct answer: To rank the urgency of incidents so that resources are allocated to the most critical situations first

Priority codes allow dispatchers to quickly rank incident urgency and ensure that life-threatening emergencies receive the fastest response.

Question 96: Which typing skill is MOST critical for a 911 dispatcher entering data during an active emergency call?

Touch typing with high accuracy while maintaining caller engagement (Correct answer)
Typing only after the call ends to avoid errors
Using keyboard shortcuts exclusively to save time
Typing at maximum speed regardless of accuracy

Correct answer: Touch typing with high accuracy while maintaining caller engagement

Touch typing with accuracy allows dispatchers to enter data without looking at the keyboard, keeping attention on the caller.

Question 97: On a CAD (Computer-Aided Dispatch) mapping system, a blinking icon at a specific address typically indicates:

An active call or recent incident at that location (Correct answer)
A unit at full capacity
A no-call zone
A permanently closed business

Correct answer: An active call or recent incident at that location

In most CAD systems, blinking or highlighted icons flag locations with active or recent incidents requiring attention.

Question 98: A dispatcher receives a call from someone at 'Pier 7' at the city marina. What additional geographic detail is most important to confirm?

The number of boats docked at the pier
Which marina location, if the city has multiple marinas (Correct answer)
The depth of the water at that pier
Whether the pier is publicly or privately owned

Correct answer: Which marina location, if the city has multiple marinas

Cities with multiple marinas could have a 'Pier 7' at more than one location, so confirming the specific marina is essential for dispatch.

Question 99: During a call, you realize the caller has provided an address that does not match the location on ANI/ALI. What should you do?

Hang up and redial to verify
Trust the ANI/ALI data and ignore the caller's stated address
Send units to both locations simultaneously regardless of resources
Confirm the discrepancy with the caller and dispatch to the caller's stated address while noting the ANI/ALI location (Correct answer)

Correct answer: Confirm the discrepancy with the caller and dispatch to the caller's stated address while noting the ANI/ALI location

ANI/ALI can reflect outdated or cell-tower locations; confirming with the caller and dispatching to the stated address while noting the discrepancy is safest.

Question 100: A 911 dispatcher notices they entered an incorrect unit number in the CAD incident log during an active call. The correct action is to:

Leave the error and add a note at the end of the call
Correct the entry immediately and, if the error affected dispatch, notify the appropriate units (Correct answer)
Wait until the incident is resolved before making any corrections
Delete the entire incident record and start a new one

Correct answer: Correct the entry immediately and, if the error affected dispatch, notify the appropriate units

Immediate correction of CAD errors prevents misdirected resources and ensures accurate real-time information for all responding units.

911 Dispatcher/Operator Exam

The 911 Dispatcher/Operator Exam exam validates essential knowledge and skills required for certification or licensure in this field.

100

Questions

120 min

Time Limit

70%

To Pass

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