In the event a 9-1-1 hang up call back is busy, which of the following is NOT an appropriate
initial action by the call taker? - ANSWER Assume the caller is okay
In the event a 9-1-1 hang up call is answered, the call taker should - ANSWER Remain on
the line with the caller until units arrive if possible
In the event a caller appears to be abusing 9-1-1 with continuous hang ups, inappropriate
language, or false calls, which of the following is NOT appropriate? - ANSWER Threaten-
ing the caller with legal action
Which of the following can be used to calm hysterical callers? - ANSWER Persistently re-
peating a message to the caller
A car on routine patrol declares shots fired over the radio, which of the following actions
must be taken FIRST? - ANSWER Determine the exact location of the unit
A call is received from a hysterical person reporting a fire in the kitchen. The fire department
is promptly dispatched. Two minutes later the same person calls back to report the fire is out
and the fire department is no longer needed. Which of the following is an appropriate
course of action? - ANSWER Update the responding fire units with the new information
and do not cancel the call
A call is received reporting a large jumbo jet crash. Which of the following actions should be
taken FIRST? - ANSWER Determine the exact location of the crash site
1
, The communications center receives a report of a construction worker who has become
trapped in a ditch while installing a natural gas pipe. Which of the following actions should
be taken FIRST? - ANSWER Determine the exact location of the incident
A call taker receives a call for medical aid from a recognized mentally ill person who has
called in the past. The caller is requesting medical attention again, the third day in a row, and
the last two calls were false alarms. Which of the following actions should be taken by the
call taker, if any? - ANSWER Dispatch ambulance and police
A call taker receives a call from a child reporting a house fire. Other children are laughing in
the background and when more information is requested they hang up. Which of the follow-
ing actions is the best practice? - ANSWER Call back and take action according to the re-
sults and your agency protocol
Upon answering an E911 call, a caller is yelling, screaming, and cursing at the call taker. The
call taker tries to calm the caller down, but nothing is working. The address and phone num-
ber are displayed on the call taker's CAD screen, but the caller cannot verify the actual ad-
dress or the problem. Which of the following actions should be taken by the call taker? - AN-
SWER Send appropriate units to the ALI displayed
An E911 hang up occurs from a high school cafeteria. In calling back, a teen answers and says
everything is okay, which of the following would be the next best appropriate action? - AN-
SWER Call the high school office and send police or school security officer if available
If a mentally ill caller has called over 15 times, which of the following is appropriate for the
next time she calls? - ANSWER Listen for any indication she may be in trouble on this call
and send an officer for a welfare check
If a 9-1-1 call is received and the caller hangs up without communicating, which of the fol-
lowing may NOT need to be done immediately? - ANSWER Contact your supervisor to tag
the call
2
initial action by the call taker? - ANSWER Assume the caller is okay
In the event a 9-1-1 hang up call is answered, the call taker should - ANSWER Remain on
the line with the caller until units arrive if possible
In the event a caller appears to be abusing 9-1-1 with continuous hang ups, inappropriate
language, or false calls, which of the following is NOT appropriate? - ANSWER Threaten-
ing the caller with legal action
Which of the following can be used to calm hysterical callers? - ANSWER Persistently re-
peating a message to the caller
A car on routine patrol declares shots fired over the radio, which of the following actions
must be taken FIRST? - ANSWER Determine the exact location of the unit
A call is received from a hysterical person reporting a fire in the kitchen. The fire department
is promptly dispatched. Two minutes later the same person calls back to report the fire is out
and the fire department is no longer needed. Which of the following is an appropriate
course of action? - ANSWER Update the responding fire units with the new information
and do not cancel the call
A call is received reporting a large jumbo jet crash. Which of the following actions should be
taken FIRST? - ANSWER Determine the exact location of the crash site
1
, The communications center receives a report of a construction worker who has become
trapped in a ditch while installing a natural gas pipe. Which of the following actions should
be taken FIRST? - ANSWER Determine the exact location of the incident
A call taker receives a call for medical aid from a recognized mentally ill person who has
called in the past. The caller is requesting medical attention again, the third day in a row, and
the last two calls were false alarms. Which of the following actions should be taken by the
call taker, if any? - ANSWER Dispatch ambulance and police
A call taker receives a call from a child reporting a house fire. Other children are laughing in
the background and when more information is requested they hang up. Which of the follow-
ing actions is the best practice? - ANSWER Call back and take action according to the re-
sults and your agency protocol
Upon answering an E911 call, a caller is yelling, screaming, and cursing at the call taker. The
call taker tries to calm the caller down, but nothing is working. The address and phone num-
ber are displayed on the call taker's CAD screen, but the caller cannot verify the actual ad-
dress or the problem. Which of the following actions should be taken by the call taker? - AN-
SWER Send appropriate units to the ALI displayed
An E911 hang up occurs from a high school cafeteria. In calling back, a teen answers and says
everything is okay, which of the following would be the next best appropriate action? - AN-
SWER Call the high school office and send police or school security officer if available
If a mentally ill caller has called over 15 times, which of the following is appropriate for the
next time she calls? - ANSWER Listen for any indication she may be in trouble on this call
and send an officer for a welfare check
If a 9-1-1 call is received and the caller hangs up without communicating, which of the fol-
lowing may NOT need to be done immediately? - ANSWER Contact your supervisor to tag
the call
2
