Dispatch Training Tools

#1

Select the best definition for “repetitive persistence” from the following list.

Answer: A calming technique in which the calltaker repeats a phrase verbatim using a firm but caring tone. The phrase should include both an action and a reason for the action.

#2

The purpose of the Pre-Arrival Instructions is to:

Answer: Provide scripted instructions for callers in specific life-threatening situations.

#3

A caller using a landline phone reports smelling an odor of natural gas inside her house. She does not hear the gas and does not know where the gas odor is coming from. After completing Key Questioning on Protocol 60, initiating dispatch, providing PDIs, and addressing applicable CEI, what should you do next?

Answer: End (Close Case).

#4

In response to Case Entry Question 4, the caller reports that a person is on fire inside a building. What should you do next?

Answer: Ask Case Entry Question 4a, initiate the appropriate ECHO response (including a “P” suffix), provide Case Entry Post-Dispatch Instructions a and b, and then return to questioning if possible.

#5

What is the most appropriate Chief Complaint Protocol to use when a caller reports that lightning has started a WILDLAND fire near her remote cabin?

Answer: Protocol 82: Vegetation/Wildland/Brush/Grass Fire

#6

For a first-party caller in a sinking vehicle, go directly to PAIs without obtaining an address, phone number, or name during Case Entry.

Answer: True

#7

What is the most appropriate Chief Complaint Protocol to use when the caller reports that he smells an odor of gasoline outside near the airport?

Answer: 59: Fuel Spill/Fuel Odor

#8

What is most appropriate Chief Complaint Protocol to use when the caller reports a vehicle fire that is the result of a motor vehicle collision?

Answer: 77: Motor Vehicle Collision

#9

The caller reports that two elevator maintenance workers are trapped under an elevator car and they are both injured. What is the most appropriate Determinant Code?

Answer: 56-D-2

#10

When not obvious, EFDs must ask if a fire has been extinguished.

Answer: False

#11

The caller reports a strong fuel smell inside a local grocery store, but that she does not see a spill. After completing Key Questioning and initiating dispatch, which set of PDIs would be most appropriate to provide?

Answer: a, c, d, e, and g

#12

The caller is trapped in a building fire. You are providing instructions from Panel 2b on Protocol B: Building Evacuation and Health/Life Safety. The caller responds that there are no exterior windows (that lead to the outside) in the room. What is the next PAI you should provide?

Answer: “Hold your hand against any interior wall that leads to another room.”

#13

Protocol 83 is designed to accomplish incident triage in situations where the communication center is overwhelmed due to extreme weather or disaster situations.

Answer: True

#14

An effective quality improvement program includes random case review, private individual feedback, shared shift/agency feedback, and:

Answer: Continuing dispatch education (CDE).

#15

The caller reports that a garbage can is on fire in her backyard. Key Questioning finds: nothing else is burning; the fire is not threatening any animals, people, buildings, or vehicles; there is no mention of hazardous materials. What is the most appropriate Determinant Code?

Answer: 67-B-1

#16

One of the Key Questions on Protocol 61 is “How much has spilled/leaked?” If an EFD is unsure about which alternative word is more appropriate, s/he is allowed to read this question as “How much has spilled or leaked?”

Answer: True

#17

The caller is reporting a highway crash involving a pickup truck and an SUV, in which the SUV has rolled over. Key Questioning finds: no one is trapped/pinned; no one was thrown from the vehicles; multiple injuries; some fluid is leaking from the SUV (no mention of HAZMAT); no other hazards reported; the SUV is blocking traffic. What is the most appropriate Determinant Code?

Answer: 77-D-2M

#18

When using the FPDS, actual response assignments and emergency modes (lights-and-siren vs. no lights-and-siren) are predetermined by:

Answer: Local Fire & Emergency Services Administration.

#19

When speaking with callers, EFDs should avoid using jargon, acronyms, slang, or codes.

Answer: True

#20

The caller reports finding a 50-gallon drum in an empty field that he believes may contain hazardous waste. Key Questioning finds: chemical marking labels worn away and unreadable; nothing has spilled/leaked; no one is injured. What is the most appropriate Determinant Code?

Answer: 61-A-1

#21

What is the most appropriate Chief Complaint Protocol to use when the caller reports that a freight train has derailed and caught fire?

Answer: 70: Train and Rail Collision/Derailment

#22

The caller reports that they have a small fire aboard their boat. Key Questioning finds: the boat is docked in COASTAL water; it is a large yacht (75 feet); the fire is not threatening anything; no hazardous materials are involved; no one is injured. What is the most appropriate Determinant Code?

Answer: 64-D-2L

#23

What is the most appropriate Chief Complaint Protocol to use when a caller reports that a small mudslide has just occurred in his urban subdivision?

Answer: Protocol 54: Confined Space/Structure Collapse

#24

The caller reports that she can see smoke in the air outside her HIGH RISE office window, but cannot tell where the smoke is coming from. During Key Questions she reports that she can see through the smoke. What is the most appropriate Determinant Code?

Answer: 68-A-1

#25

Words or phrases printed in ALL UPPERCASE TEXT (all capital letters) in the FPDS Key Questions indicates that:

Answer: There is a dispatch definition for the word or phrase.

#26

What is the most appropriate Chief Complaint Protocol to use when the caller reports that an explosion in an industrial warehouse has started a fire in the building?

Answer: 57: Explosion

#27

The International Academy of Emergency Fire Dispatch considers the first Incident Commander to be:

Answer: The EFD handling the call.

#28

The caller reports that a factory worker’s whole arm is currently trapped in a conveyor belt system. No hazardous materials are involved. What is the most appropriate Determinant Code?

Answer: 58-D-1

#29

When using Protocol 79: Lost Person, a person with a COMPLICATING MEDICAL CONDITION is considered:

Answer: Equivalent to a sick or injured person.

#30

The caller reports that a child is trapped in a vehicle trunk. After providing PDIs and addressing applicable CEI on Protocol 58, what should you do next?

Answer: Go to D-4: Person Trapped in Vehicle Trunk.

#31

According to Protocol B: Building Evacuation and Health/Life Safety, what should the caller who is trapped two stories up do after breaking a window and clearing out the glass?

Answer: Exit the window by going out feet first and then hanging down as far as s/he can before letting go.

#32

Upon recognizing a fireground communication breakdown, the EFD should:

Answer: Intervene to ensure the correct message is received.

#33

What is the most appropriate Chief Complaint Protocol to use when the caller reports that hazardous materials have caught fire aboard a cargo ship?

Answer: 64: Marine/Boat Fire

#34

If the caller’s main complaint is an odor of rotten eggs, what is the most appropriate Chief Complaint Protocol to use?

Answer: Protocol 60: Gas Leak/Gas Odor (Natural and LP Gases)

#35

The caller reports that a carbon monoxide alarm is going off at an INDUSTRIAL building where he works. He later reports that no one is sick. What is the most appropriate Determinant Code?

Answer: 52-C-3C

#36

An incident involving a person needing rescue and emergency medical treatment is a fire incident until the person has been rescued.

Answer: True

#37

A suspect caller reports that he has planted a bomb at a hospital. The bomb is set to explode in less than 30 minutes, but the caller will give you no more information. What is the most appropriate Determinant Code?

Answer: 76-C-1H

#38

What is the most appropriate Chief Complaint Protocol to use when the caller reports that her climbing partner is currently trapped on a small ledge halfway up a 50-foot cliff in a remote, mountainous area?

Answer: 78: Backcountry Rescue

#39

The caller reports that a car is on fire. Key Questioning finds: the vehicle is inside a freestanding PARKING GARAGE; the car is a two-door coupe; the fire is not threatening anything; one person is injured. What is the most appropriate Determinant Code?

Answer: 71-C-2X

#40

What is the most appropriate Chief Complaint Protocol to use when the caller reports that a vehicle is on fire inside a parking structure that is attached to a residential apartment building?

Answer: 69: Structure Fire

#41

Incident Command System (ICS) operates on the foundation of which two key principles?

Answer: Standardized organizational structure and span of control

#42

Public safety agencies that fail to take appropriate remedial action against employees who demonstrate poor performance may be found liable for the employee’s inappropriate actions based on the legal concept of:

Answer: Negligent retention.

#43

The Gap Theory suggests that:

Answer: Silent “gaps” during the calltaking process can elevate caller anxiety.

#44

The caller reports that he is stranded in his car in floodwater. In response to the Case Entry Question “Is the water moving the vehicle or getting deeper inside the vehicle?” the caller reports that the water is moving the vehicle. What should you do next?

Answer: Initiate dispatch for an 81-E-2 “Vehicle in floodwater (threatened)” response.

#45

What is the most appropriate Chief Complaint Protocol to use when the caller reports that his commercial fishing boat is taking on water in COASTAL water, but he thinks he can make it back to the dock?

Answer: 73: Watercraft in Distress/Collision

#46

The caller reports that a chemical storage tank is on fire outside. What is the best Chief Complaint Protocol?

Answer: 80: Outside Tank Fire

#47

A case should be coded as a REPORTED BUILDING/STRUCTURE FIRE when, during Case Entry, the caller spontaneously reports:

Answer: Visible flames, smoke, or fire in or coming from a building or structure.

#48

According to the Vehicle in Floodwater (Caller Inside) instructions on Protocol A, what is the best way to help children escape from a vehicle in floodwater?

Answer: Callers should start with the oldest child and get the children on top of the roof before climbing to the roof themselves.

#49

The caller reports that a plane just crashed at the airport. Key Questioning finds: it is a SMALL aircraft; it is not on fire; there are no buildings/structures involved. What is the most appropriate Determinant Code?

Answer: 51-D-1S

#50

Which of the following lists contains the four elements necessary to prove negligence in a court of law?

Answer: Duty, breach of duty, damage, causation

#51

The caller reports that a factory worker’s hand is still trapped in a conveyer belt system. No hazardous materials are involved. What is the most appropriate Determinant Code?

Answer: 58-B-1

#52

What is the most appropriate Chief Complaint Protocol to use when the caller reports that jet fuel is leaking from a tanker truck at the airport?

Answer: 59: Fuel Spill/Fuel Odor

#53

When using the Outside Fire Protocol, information about the presence of HAZMAT must be spontaneously provided by the caller.

Answer: True

#54

The calltaker will suspend questioning when it is necessary to give instructions pertaining to caller/victim safety or care.

Answer: True

#55

According to the sinking vehicle instructions on Protocol A, what is the recommended way to help children escape from a sinking vehicle?

Answer: Callers should start with the oldest child and push all the children out ahead of them.

#56

A first-party caller is reporting that his pickup truck is on fire in a parking garage. Key Questioning finds: - freestanding, concrete parking garage - no one trapped - diesel powered pickup truck - fire not threatening anything - no one injured What is the most appropriate Determinant Code?

Answer: 71-C-2

#57

One way to avoid communication breakdowns during an incident involving multiple agencies is to:

Answer: Use plain English (clear text) to communicate between agencies.

#58

The caller reports that he damaged a natural gas line outside in his yard while attempting to remove a tree stump. Key Questioning finds: - caller hears and smells gas - gas line is 1 or 2 inches in diameter - no sick or injured persons What is the most appropriate Determinant Code?

Answer: 60-B-1

#59

A park ranger reports that a hiker fell down a steep slope and is now stuck on the side of the mountain. Key Questioning finds: - hiker is above grade - 3 miles from trail head - not suicide attempt - one hiker injured What is the most appropriate Determinant Code?

Answer: 62-D-3A

#60

When developing your own personal stress management strategy, you should:

Answer: Do things you honestly enjoy and develop a flexible schedule.

#61

The caller reports that a tree is on fire in her backyard. Nothing else is burning, and the fire is not threatening any animals, people, buildings, vehicles, or other trees. What is the most appropriate Determinant Code?

Answer: 67-B-1

#62

A caller reports a strong fuel smell at a local grocery store. In response to Key Question 1 on Protocol 59, under the PQQ “(Odor),” the caller reports that the smell is inside the store. What should you do next?

Answer: Initiate dispatch and return to questioning

#63

You are providing instructions from Protocol D for a caller reporting a chemical suicide. In response to the question on Panel 2, “Where is s/he now?” the caller reports that the victim is “still inside the car.” What should you do next?

Answer: Link to Panel 4

#64

A suspect caller reports that he has planted a bomb in a government building. The bomb is set to explode in less than 30 minutes, but the caller will give you no more information. What is the most appropriate Determinant Code?

Answer: 76-C-1G

#65

When a caller is having difficulty understanding you over the phone, speaking slower is generally more helpful than speaking louder.

Answer: True

#66

Which of the following lists contains the Four Essential Objectives of Call Processing?

Answer: Collect incident information, collect scene safety information, identify the correct response, assess the need for DLS Instructions

#67

A woman reports that she is locked out of her house. She is concerned because she knows that her elderly father is inside and that he has injured himself and cannot come to the door. What is the most appropriate Determinant Code?

Answer: 53-B-2

#68

The caller reports that lightning struck an unoccupied HIGH RISE office tower that is still under construction, but nearly completed. Smoke can now be seen coming from the roof of the building and no one is injured. What is the most appropriate Determinant Code?

Answer: 69-D-2

#69

The caller reports that a plane just crashed at the airport. Key Questioning finds: - SMALL aircraft - aircraft not on fire - aircraft damaged two buildings What is the most appropriate Determinant Code?

Answer: 51-D-2S

#70

Key Question 1 on Protocol 61 is: “What type of substance/chemical is involved?” If an EFD is unsure about which alternative word in this question is more appropriate, s/he is allowed to read this question as: “What type of substance or chemical is involved?”

Answer: True

#71

The caller is reporting a strange odor inside his home. In response to Key Question 2 on Protocol 66, the caller reports that the odor smells electrical. What should you do next?

Answer: Shunt to Protocol 55

#72

What is the most appropriate Chief Complaint Protocol to use when the caller reports that his commercial fishing boat is taking on water in COASTAL water, but he thinks he can make it back to the dock?

Answer: 73: Watercraft in Distress/Collision

#73

The caller reports they had a small fire aboard their boat, but the fire is now out. The caller would like someone to check it out to make sure it doesn’t rekindle. Key Questioning finds: - docked in COASTAL water - large yacht (75 feet) - no one injured What is the most appropriate Determinant Code?

Answer: 64-B-1L

#74

A private, on-scene caller reports that an unoccupied passenger train is on fire. The train is not moving and there is no indication that the caller is in danger. During Key Questions the caller reports that the train is at ground level, and is still on the tracks in the train yard. In response to Key Question 4 on Protocol 75, the caller reports that no buildings, structures, or vehicles are on fire. What should you do next?

Answer: Initiate dispatch, provide all appropriate Post-Dispatch Instructions, and return to questioning

#75

The caller reports during Case Entry that she is trapped inside a sinking vehicle. What should you do after dispatching a 72-E-1 response?

Answer: Provide Case Entry Post-Dispatch Instruction a, and then link to Pre-Arrival Instructions on A-1

#76

The caller reports that he is stranded in his car in floodwater. In response to the question “Is the water moving the vehicle or getting deeper inside the vehicle?” the caller reports that the water is moving the vehicle. What should you do next?

Answer: Initiate a 72-E-2 response

#77

In fire terminology, the phrase “under control” indicates that:

Answer: The growth of the fire has been stopped and existing resources should be able to manage the incident.

#78

A caller is calling from inside a factory building to report a strange, unrecognized odor. Key Questioning finds: - odor is outside - caller does not recognize the odor - no one is sick - caller does not know where odor is coming from - caller has smelled odor for 20 minutes Which Post-Dispatch Instructions should be given to the caller?

Answer: a, b, c, e1, and f

#79

The caller reports that three men are trapped in a trench collapse. In response to Key Question 3 on Protocol 54, the caller reports that no hazardous materials are involved. What should you do next?

Answer: Initiate dispatch, provide all appropriate Post-Dispatch instructions, provide Pre-Arrival Instructions from Protocol B-6, and return to questioning if possible

#80

The caller is reporting that an SUV has rolled over on the highway. Key Questioning finds: - one vehicle involved - no one pinned or trapped - no one thrown from vehicle - multiple injuries - no fuel leaking - no other hazards reported What is the most appropriate Determinant Code?

Answer: 77-D-2

#81

According to the International Academies of Emergency Dispatch, the motto of any quality improvement effort should be: “Do it right or be penalized!”

Answer: False

#82

The caller reports that he just saw a freight train with several cars on fire pass by a ground-level railroad crossing. During Key Questions, the caller reports that the train is still moving and has caught nothing else on fire. What is the most appropriate Determinant Code?

Answer: 75-Ω-1F