Theory911 Dispatcher Practice Questions
Free 911 Dispatcher practice questions with answers and plain-English explanations. Browse the PDF, video and online mock test.
911 Dispatcher Questions
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Q1According to widely adopted 911 standards (NENA/NFPA 1225), what percentage of 911 calls should be answered within 15 seconds?
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✓ Correct answer: 90%
NENA and NFPA standards call for 90% of 911 calls to be answered within 15 seconds (and 95% within 20 seconds). This benchmark drives PSAP staffing decisions.
Q2What is the single most important first action a call taker performs when answering a 911 line?
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✓ Correct answer: Identify the agency and ask the nature of the emergency
A standard greeting that identifies the PSAP and asks the nature of the emergency ('9-1-1, what is your emergency?') orients the caller immediately and starts information-gathering on the right footing.
Q3Which piece of information is considered the MOST critical to obtain first on any 911 call?
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✓ Correct answer: The location of the emergency
Location is the top priority because if the call drops, responders can still be sent if the address is known. 'Where is the emergency?' is the foundational question.
Q4A caller's ANI/ALI display shows an address, but the caller is on a cell phone. What should the call taker do?
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✓ Correct answer: Verbally verify the caller's actual location
Wireless ALI provides the tower or approximate device location, not necessarily the caller's true position. Always verbally confirm the actual emergency location with the caller.
Q5Why does a call taker confirm the caller's callback number even when ANI displays it automatically?
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✓ Correct answer: So the call can be re-established if it disconnects
Confirming the callback number ensures the call taker can reconnect if the line drops, especially since the caller may be calling on behalf of someone else or from a different line than displayed.
Q6What is the primary advantage of asking open-ended questions early in a 911 call?
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✓ Correct answer: They let the caller describe the situation in their own words
Open-ended questions ('Tell me what happened') elicit a fuller picture and reveal details the call taker might not think to ask, before narrowing with closed questions.
Q7When verifying a critical detail such as a weapon, which questioning approach is best?
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✓ Correct answer: Use a direct closed question: 'Are there any weapons?'
Safety-critical facts like weapons require a direct, unambiguous closed question to get a clear yes/no answer that protects responders, rather than relying on the caller to volunteer it.
Q8Two calls come in simultaneously: a barking-dog complaint and a reported structure fire with people inside. How should they be prioritized?
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✓ Correct answer: The structure fire, because life safety takes precedence
Call prioritization is based on threat to life and property. A structure fire with occupants is a life-safety emergency and is dispatched before a low-priority nuisance complaint.
Q9Which of the following is generally classified as the HIGHEST priority call type?
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✓ Correct answer: Cardiac arrest (not breathing)
A cardiac arrest is an immediate life-threat where seconds matter, making it a top-priority call requiring the fastest possible response and pre-arrival instructions.
Q10In Emergency Medical Dispatch (EMD), what are 'pre-arrival instructions'?
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✓ Correct answer: Lifesaving guidance given to the caller before EMS arrives
Pre-arrival instructions are scripted, protocol-driven directions (e.g., CPR, bleeding control) the call taker relays to the caller so care begins before responders reach the scene.
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