911 Operator Test 911 2 — Questions and Answers
Question 1: A caller reports a structure fire but then goes silent. What should the 911 operator do first?
- Hang up and wait for a callback
- Continue attempting to communicate while dispatching fire units (Correct answer)
- Only dispatch if the caller confirms the address
- Transfer the call to the fire department directly
Correct answer: Continue attempting to communicate while dispatching fire units
Operators should dispatch on the available information and keep trying to communicate, as the caller may be incapacitated or fleeing.
Question 2: Which piece of information is MOST critical to obtain first when a caller reports a medical emergency?
- The caller's name
- The exact location of the patient (Correct answer)
- The patient's insurance information
- How long the symptoms have been occurring
Correct answer: The exact location of the patient
Location is always the first priority so responders can be dispatched even if the call is dropped.
Question 3: A caller whispers that someone is in their house and they cannot speak freely. The best operator response is to:
- Ask the caller to speak up
- Ask yes/no questions and advise them to answer quietly (Correct answer)
- Tell the caller to call back when safe
- Request the caller text 911 instead
Correct answer: Ask yes/no questions and advise them to answer quietly
Yes/no questioning allows the caller to communicate covertly without alerting an intruder.
Question 4: 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 caller's registered home address
- The nearest major intersection
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 5: A caller reports a vehicle accident with possible injuries. Which resource should be dispatched?
- Police only
- Fire and EMS only
- Police, fire, and EMS (Correct answer)
- Only the resource the caller requests
Correct answer: Police, fire, and EMS
Vehicle accidents with possible injuries typically require all three services for traffic control, extrication, and medical treatment.
Question 6: What does the term 'call processing time' refer to in 911 operations?
- The total duration of a 911 call
- The time from when the call is answered to when units are dispatched (Correct answer)
- The travel time for responders to reach the scene
- The time spent documenting the incident after the call
Correct answer: The time from when the call is answered to when units are dispatched
Call processing time measures dispatcher efficiency from call answer to unit dispatch and is a key performance metric.
Question 7: A person calls 911 and is speaking a language the operator does not understand. The correct action is to:
- Ask the caller to find a translator and call back
- Hang up and note it as a non-English call
- Use a language interpretation service and keep the caller on the line (Correct answer)
- Transfer the call to a bilingual coworker
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.
