911 operater dispatched study guide

Map Reading

. While modern computer systems are a great aid to the dispatcher's work, it remains necessary for 911 call handlers to have a good geographical knowledge of the area they cover. This section of the test asks the candidate to use maps to plan the most effective, safe and legal route for emergency services units to take to get to the scene of an incident. The pass mark for this test is 70%.

EMS

emergency medical services

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Memory Recall.

Candidates are presented with both written and audio information that they have to remember and accurately recall a short time later. The pass mark for both the written and audio parts of this test is 70%.

Utility

Candidates should dispatch public utilities when there is a problem associated with: malfunctioning or broken public water systems; electric power systems (including, but not limited to, electrical power lines, streetlights, and traffic signals); natural gas systems used for home heating; blocked sewer drain pipes.

Police

Candidates should dispatch the Police Department when: someone is attempting or threatening physical harm towards another person or persons; actual physical harm has been caused by one person to another; when a person has caused, or is in the process of causing, damage to another person's property.

Fire

Criticall Tests The Criticall test assesses whether an applicant has the skills and aptitudes needed to be a 911 call handler and dispatcher. No specialist knowledge or medical know-how is required to pass Criticall testing. The Criticall system is designed to test the key skills needed to do the job; it is concerned with what an applicant can do, rather than what they know. Contents What Is the Purpose of the Criticall Test? What Does the Criticall Test Measure? What Is the Format of the Criticall Test? Decision Rules When and Where Can You Take the Criticall Test? What Is the Best Way to Prepare for the Criticall Test? How to Prepare on the Day Further Reading What Is the Purpose of the Criticall Test? 911 call handlers and dispatchers perform a critical role in ensuring public safety. The Criticall tests were developed as a way of quickly and effectively screening applicants to make sure they have the basic key skills needed to carry out the vital roles they are applying for. The test is divided into sections, each testing a different skill. Candidates are required to obtain the Criticall pass score in each section to become eligible to apply for 911 dispatcher positions. What Does the Criticall Test Measure? A range of key skills are measured on the Criticall test. These include: Data entry Multi-tasking Decision making Prioritization Map reading Reading and writing comprehension Spelling Basic math Memory recall The other quality vital to success is the ability to remain calm and perform well under pressure. Although this is not measured directly, candidates who are unable to cope with stressful situations are as unlikely to pass the Criticall test as they are to become effective 911 dispatchers. What Is the Format of the Criticall Test? Although the exact way the Criticall test is administered can vary from agency to agency, the standard examinations follow a common structure, being divided into sections as follows: Attention to Detail Data Entry and Multi-tasking. Candidates are given addresses, phone numbers, names, dates, etc. and must enter them into the correct fields in a simulated dispatch computer system. The same exercise is also done with audio questions, where data is presented in the form of simulated 911 calls.Candidates are required to respond to a range of decision-making questions, demonstrating their ability to both multi-task and make accurate choices under pressure.A pass of this section of the test is achieved with these marks:Data Entry with Multi-Tasking - 60 KPM (keystrokes per minute)Audio Data Entry with Multi-Tasking - 28 KPM (keystrokes per minute)Keyboarding - 35 WPM (words per minute) Cross-Referencing. This section of the test poses tasks that require the candidate to demonstrate the ability to accurately read address books, rapidly locate requested information and record it correctly. Candidates must also enter data presented verbally, usually as a recording. The pass mark for tests in this section is 70%. Character Comparison. Presented with two tables of similar - but not identical - information, candidates are required to carefully comb through the data and identify any differences. The pass mark is 70%. Dispatcher Skills Decision Making. This section poses the candidate with a series of questions, requiring them to determine which would be the appropriate emergency service to dispatch to an incident. As well as a written section, it includes a verbal component where candidates are required to speak their responses into a microphone. Prioritization. Just as decision making is important to a 911 dispatcher's role, so is prioritizing incidents according to the urgency of response required. The questions in this section present details of several incidents that must be ranked in order of response priority. The pass mark for this test is 70%. Memory Recall. Candidates are presented with both written and audio information that they have to remember and accurately recall a short time later. The pass mark for both the written and audio parts of this test is 70%. Probability. The nature of a 911 dispatcher's role means that they are often presented with incomplete or conflicting information about an incident. A call handler may also be unable to clearly hear a caller due to noise or a poor telephone connection. To test a candidate's ability to deal with these situations, this section of the Criticall test is designed to assess how well they can distinguish between a range of possible answers based on garbled or incomplete data. Map Reading. While modern computer systems are a great aid to the dispatcher's work, it remains necessary for 911 call handlers to have a good geographical knowledge of the area they cover. This section of the test asks the candidate to use maps to plan the most effective, safe and legal route for emergency services units to take to get to the scene of an incident. The pass mark for this test is 70%. Basic Skills Call Summarization. This section of the test asks candidates to listen to simulated 911 calls and audio recordings, and then summarize the information they heard on a computerized system. Both speed and accuracy are required to obtain a high score. As an additional test, candidates are also asked verbal questions about the information heard. The pass mark for both of these tests is 70%. Reading Comprehension. This part tests the candidate's ability to read and understand information presented in written form, e.g. manuals and training materials, as well as written data recorded about incoming calls. The pass mark for this test is 60%. Spelling and Sentence Clarity. While 911 dispatchers are not expected to be professional writers, a high standard of written English is required to accurately convey meaning and avoid misunderstandings. Candidates are tested on their ability to spell workplace-related vocabulary, and whether they can choose the simplest and clearest sentence structure to convey a basic message. The pass marks for both the spelling and sentence clarity parts of the test are 70%. Math. The job of a call handler requires an ability to keep track of incoming calls and calculate distances, numbers of units and so on. Therefore, this section will test a candidate's ability to perform basic math. Practice Questions Each section of the Criticall test includes practice questions before the test questions themselves. These are included to ensure that candidates have an opportunity to check their understanding of what they are being asked to do; they are not included in the test score. The test designers and administrators recommend that candidates make full use of the practice questions to minimize the chance of any mistakes. Decision Rules During the Criticall test, candidates are required to make a series of decisions about which emergency service to dispatch to several hypothetical incidents. Since candidates sitting the Criticall test are not trained 911 call handlers, they are provided with a series of rules to use when making these decisions. It is important that candidates fully understand and memorize these rules prior to attempting the test - as the better these rules are understood, the greater the chance of success. Police - Candidates should dispatch the Police Department when:someone is attempting or threatening physical harm towards another person or persons;actual physical harm has been caused by one person to another;when a person has caused, or is in the process of causing, damage to another person's property. Fire - Candidates should dispatch the Fire Department when:there are immediate signs of a fire in progress (e.g. smoke, flames);when a fire alarm is sounded;when a trapped or confused person needs to be rescued or released.

Decision Rules

During the Criticall test, candidates are required to make a series of decisions about which emergency service to dispatch to several hypothetical incidents. Since candidates sitting the Criticall test are not trained 911 call handlers, they are provided with a series of rules to use when making these decisions.

Prioritization

Just as decision making is important to a 911 dispatcher's role, so is prioritizing incidents according to the urgency of response required. The questions in this section present details of several incidents that must be ranked in order of response priority. The pass mark for this test is 70%.

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Character Comparison

Presented with two tables of similar - but not identical - information, candidates are required to carefully comb through the data and identify any differences. The pass mark is 70%

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Math

The job of a call handler requires an ability to keep track of incoming calls and calculate distances, numbers of units and so on. Therefore, this section will test a candidate's ability to perform basic math

Probability

The nature of a 911 dispatcher's role means that they are often presented with incomplete or conflicting information about an incident. A call handler may also be unable to clearly hear a caller due to noise or a poor telephone connection. To test a candidate's ability to deal with these situations, this section of the Criticall test is designed to assess how well they can distinguish between a range of possible answers based on garbled or incomplete data.

Reading Comprehension

This part tests the candidate's ability to read and understand information presented in written form, e.g. manuals and training materials, as well as written data recorded about incoming calls. The pass mark for this test is 60%

Call Summarization.

This section of the test asks candidates to listen to simulated 911 calls and audio recordings, and then summarize the information they heard on a computerized system. Both speed and accuracy are required to obtain a high score. As an additional test, candidates are also asked verbal questions about the information heard. The pass mark for both of these tests is 70%

Cross-Referencing.

This section of the test poses tasks that require the candidate to demonstrate the ability to accurately read address books, rapidly locate requested information and record it correctly. Candidates must also enter data presented verbally, usually as a recording. The pass mark for tests in this section is 70%.

Decision Making

This section poses the candidate with a series of questions, requiring them to determine which would be the appropriate emergency service to dispatch to an incident. As well as a written section, it includes a verbal component where candidates are required to speak their responses into a microphone.

Spelling and Sentence Clarity

While 911 dispatchers are not expected to be professional writers, a high standard of written English is required to accurately convey meaning and avoid misunderstandings. Candidates are tested on their ability to spell workplace-related vocabulary, and whether they can choose the simplest and clearest sentence structure to convey a basic message. The pass marks for both the spelling and sentence clarity parts of the test are 70%.

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Services

when a person is suffering an emergency medical condition which requires intervention by trained medical personne