911 Certification
Which of the following is NOT an appropriate response to a person reporting verbal threats?
Advise threats are free speech and not criminal
During a 9-1-1 hang up call, if the line is busy and an operator interrupt is not possible, which of the following is NOT an appropriate action by the call taker?
Advise units to cancel
Which of the following best describes the tool of 'sequencing' of emergency call taking?
Allows the most important information to be gathered first
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?
Assume the caller is okay
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 following actions is the best practice?
Call back and take action according to the results and your agency protocol
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?
Call the high school office and send police or school security officer if available
A call taker receives a call from a very depressed man on a cell phone who is possibly suicidal. Which of the following is most important to consider when deciding the sequence of questions the call taker should ask?
Cell phones often disconnect
A teenage boy calls E911 to report he has accidentally shot his friend in the head. If there is a full ALI display, which of the following is the most important action to take?
Confirm the address and phone number
If a 9-1-1 call is received and the caller hangs up without communicating, which of the following may NOT need to be done immediately?
Contact your supervisor to tag the call
Where is a 9-1-1 call received when dialed from a cell phone?
Depends on area
A call is received reporting a large jumbo jet crash. Which of the following actions should be taken FIRST?
Determine the exact location of the crash site
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?
Determine the exact location of the incident
A car on routine patrol declares shots fired over the radio, which of the following actions must be taken FIRST?
Determine the exact location of the unit
Which of the following is most characteristic of a wireless phone call to 9-1-1?
Differs from area to area and agency to agency
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?
Dispatch ambulance and police
An E911 call comes in and is immediately disconnected. The only sound heard on the line was that of a person gasping. If the line back in gets a busy signal, which of the following is the best practice?
Dispatch appropriate emergency personnel to the ALI address
A call is received from a police officer's girlfriend who wishes to report that the officer kicked her in the stomach. The officer is your friend and in a conversation the previous night, he mentioned he was ending the relationship because she was violent. This call may be a form of retaliation. Which of the following actions should be taken to handle this delicate situation?
Dispatch the call as any domestic violence call
Which of the following questions are NOT vital to the call type "man with a gun"
Guns are legal, how is this threatening to you?
Which of the following individuals use a TDD/TTY device to communicate?
Hearing impaired
Which of the following may be a result of selecting an improper call type in a typical CAD system?
Incorrect recommended units and priority
Which of the following best determines the 'priority' of a call?
Level of severity
If a mentally ill caller has called over 15 times, which of the following is appropriate for the next time she calls?
Listen for any indication she may be in trouble on this call and send an officer for a welfare check
If a hysterical male calls to report a deer lying in the middle of the road, what is the most appropriate FIRST action?
Obtain the exact location of the animal
Which of the following can be used to calm hysterical callers?
Persistently repeating a message to the caller
Which of the following best describes a secondary PSAP?
Receives calls from a primary
In the event a 9-1-1 hang up call is answered, the call taker should
Remain on the line with the caller until units arrive if possible
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 number are displayed on the call taker's CAD screen, but the caller cannot verify the actual address or the problem. Which of the following actions should be taken by the call taker?
Send appropriate units to the ALI displayed
Which of the following is the most appropriate call type for a suspect who has snatched a woman's purse and fled?
Strong Arm Robber
Which of the following best describes something about Phase I Wireless Act?
The call back number must be passed to the PSAP
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?
Threatening the caller with legal action
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?
Update the responding fire units with the new information and do not cancel the call
A caller with an ALI display states that his child is not breathing. Which of the following is the most important next question?
What is your address
How does a wireline phone differ from a wireless phone?
Wireline phones transport ALI/ANI to the E911 Center
Which of the following is an appropriate response to a caller who states she saw a man walking down the highway holding what appeared to be a rifle in a gun case 20 minutes ago?
advise the units of the information and description, location, direction of travel, time delay
Which of the following is characteristic of the use of 10 codes in emergency communications?
are varied and not always used by every agency
Which of the following is considered true by advocates of domestic violence?
batterers may also hurt children
When a 'silent' call is received at a PSAP, the call taker must:
check the call for TDD/TYY
In a CAD entry, which of the following is the proper abbreviation for Avenue?
depends by agency
If a women calls to report her husband has stated he is coming over to kill her, which of the following must be done?
dispatch the call with full information
If a homicide is witnessed, a call taker should
keep the caller on the line until an officer arrives
What information is needed to determine if a restraining order against someone exists?
one person's name and date if birth
Which of the following is NOT considered a reason for women who stay in abusive relationships by DV experts?
she likes the abuse
Domestic violence laws often require police to
supply information shelters
While on the line with a couple engaged in a domestic dispute, a call taker hears one member accuse the other of child abuse. Which of the following is characteristic of the information?
the abuse information must be reported
Which of the following best describes robbery?
theft/larceny of property or money through the offender's use of physical force or fear against a victim
Wireless phone calls generally do NOT display complete ALI because:
wireless exact location technology is not developed
