911 Operator Test Reading Comprehension and Clarity 2 — Questions and Answers
Question 1: A caller reports: 'There's smoke coming from the building next to the park on Elm Street — not the school, the other one.' What is the most critical information still needed?
- The caller's name
- The exact address or building identifier (Correct answer)
- Whether anyone is inside the building
- The color of the smoke
Correct answer: The exact address or building identifier
While occupancy status is also important, pinpointing the exact address is the first priority so units can be dispatched to the correct location.
Question 2: Which sentence is written with the greatest clarity for a dispatch log?
- Caller said something about a fight somewhere near downtown.
- Caller reports a physical altercation at 4th Ave and Main St involving two adult males. (Correct answer)
- There was a fight downtown, I think, according to what the caller said maybe.
- Fight reported, downtown area, details unclear.
Correct answer: Caller reports a physical altercation at 4th Ave and Main St involving two adult males.
An effective dispatch log entry includes specific location, nature of incident, and subject description without vague qualifiers.
Question 3: A dispatcher reads: 'Unit 7 is en route to the reported disturbance at 220 Oak Ave ETA 4 minutes.' What does 'en route' mean in this context?
- The unit has arrived on scene
- The unit is traveling toward the incident location (Correct answer)
- The unit is waiting for backup before proceeding
- The unit has cleared the previous call
Correct answer: The unit is traveling toward the incident location
'En route' is standard radio/dispatch terminology meaning a unit is actively traveling to a destination.
Question 4: 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)
- Skip all cards and wait for EMS
- Ask the caller to check if the patient is breathing again
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 5: Which of the following best demonstrates 'active listening' during a 911 call?
- Interrupting the caller frequently to speed up information gathering
- Repeating key details back to the caller to confirm accuracy (Correct answer)
- Remaining silent throughout the call to avoid confusion
- 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 6: 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 has been verified by police
- The information is from the complainant and not yet confirmed (Correct answer)
- The suspect was later caught
- The direction of travel is approximate
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 7: A caller gives the following address: 'It's 14... no wait, 40 Birch Lane.' How should the dispatcher handle this correction?
- Record the first number given (14) since it was said first
- Record 40 Birch Lane and verbally confirm it with the caller (Correct answer)
- Ask the caller to call back once they are certain
- Record both numbers and send units to check both addresses
Correct answer: Record 40 Birch Lane and verbally confirm it with the caller
The dispatcher should use the caller's corrected information and confirm it verbally to ensure accuracy before dispatch.
