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Emergency Dispatch Protocols for 911 Calls and Critical Incidents
Exam QUESTIONS AND CORRECT VERIFIED ANSWERS |ALREADY
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What types of calls will police attend regarding 911 open lines? Residential/payphone landlines, cell phones, and business landlines when communication cannot be established. What should be documented by the Police ECO when initial contact is made? The information provided and treat the event as a 911 Hang up until voice contact is reestablished. What is the protocol for entering a Priority 1 911 Hang up event? Enter the event in CAD with the appropriate subtype and include all pertinent details. What questions should be asked to determine if there is an emergency? Do you have an emergency? Are you safe? Are you in danger? Are you able to speak freely? What should be done if a caller states that the 911 call was made in error? Include the information in CAD remarks; ProQA will not be launched. What is the procedure if communication is NOT established on a landline? Enter a Priority 1 911 Hang up CAD event, attempt contact by callbacks, and note any background noises. What is the definition of a 'Hang Up Call'? Termination initiated from the originating phone. What is a 'Locked In Line'? A 9- 1 - 1 call from a landline that can only be disconnected by the ECO. What is an 'Open Line'?
Connection made between the ECO and the caller's phone, but communication cannot be established. What is the difference between a Residential and Business Landline? Residential landlines are private dwellings expected to be answered by a domestic caller; business landlines are expected to be answered by an employee. What should be done if a call is made from a VoIP line? Handle according to 911 Open Lines and Hang Ups protocol, as VoIP lines do not display correct ANI/ALI. What additional steps should be taken for cell phone calls? Gather Phase II Wireless location data, verify information, and attempt contact by callbacks. What is the role of the District Sergeant in the event protocol? They have discretion to downgrade the event priority if deemed appropriate. What is the purpose of the RACE protocol? To ensure accurate location identification when entering a CAD event. What should be included in CAD remarks if a business landline call is received? All pertinent details and whether there was an indication of a need for police to attend. What is the procedure for calls from international subscribers? Contact TELUS to retrieve the subscriber's number and update the CAD phone number field. What is the significance of Phase II Wireless location data? It provides accurate location information for dispatching police to the caller's location. What should be done if there is no emergency and the caller does not need police? Complete an advised event, include all pertinent details, and disconnect the line.
A registered service designed for the Deaf and Hard of Hearing and Speech Impaired (DHHSI). What should you maintain while communicating with a T911 caller? An open line with the caller while utilizing Agent 511. What is the first action to take if you think you can leave safely during a dangerous situation? Get away immediately. If the person is nearby and you are unable to leave safely, what should you do? Keep very quiet and do not upset the person. What should you do if the armed caller arrives? Do not approach officers with any weapons in your hands. What should you do if the person leaves the scene? Tell the operator immediately. If you need to talk to a caller in danger, how should you speak? Speak softly. What is the protocol if a caller hangs up during a 911 call? Call them back from a safe location if possible. What should you do if you are in a hostage situation? Do not hang up; stay on the line as long as possible. What is the police dispatch criteria for abduction events? Police will attend all abduction events, including parental abductions. What should be determined regarding the offender's state of mind during an abduction call? Expand on the offender's state of mind, physical acts, or observations leading up to the event. What does the basis of abduction depend on?
The intent of the offender. What should you ensure if there was any attempted physical contact between the offender and victim? Ensure the event type in CAD is recorded as an Abduction rather than a Suspicious event. What should you do if the victim has a cell phone during an abduction? Write the number down and give it to the responding officers. What is the protocol for documenting suspect characteristics? Refer to agency policy on documenting suspect/caller characteristics. What should you do if you suspect a caller is in danger? Ask key questions to assess the situation and ensure safety. What is the procedure for handling ransom notes? Ransom notes should be carefully preserved as forensic evidence. What should you do if the suspect is known? Gather information about the suspect and their whereabouts. What is the appropriate action if the suspect is on scene? Broadcast an attempt to locate. What should you do if the caller is a hostage taker or kidnapper? Do not disturb anything at the scene. What should you ask to determine if anyone else is in danger? Inquire if there are any other individuals present who may be at risk. What is the significance of the 10-44 code? It indicates an Abduction event. What is the 10-97 code used for? It is used for a Suspicious event.
What should you do if a suspect arrives at the scene during a call? Do not approach the suspect; lock doors and windows and observe from a safe location. What is the protocol for reporting a traffic collision with injuries? Police will attend all injury accidents or accidents where injuries are unknown. What should be done if a vehicle is sinking and the caller is inside? If safe, move the vehicle to a safer location and assist the caller as needed. What is the importance of keeping hands visible during an emergency situation? To ensure safety and compliance with law enforcement commands. What actions should be taken if a caller can leave safely? Encourage them to get away from the danger and call back from a safe location. What should be done if the caller is unable to talk freely? Try to maintain a casual conversation to gather information without alerting the suspect. What is the significance of the '1- 800 - THE-LOST' hotline? It is a resource for reporting missing children and connecting with NCMEC. What should be done if a caller reports a hit-and-run incident? Refer to the appropriate accident reporting protocol based on the severity of injuries. What is the protocol for handling a call about a weapon? Assess the situation and ensure that law enforcement is informed about the type of weapon involved. What are the key elements to gather when reporting a suspicious activity? Gather details about the suspect's characteristics, location, and any observed behaviors. What is the role of the ECO in emergency calls?
The Emergency Communications Officer (ECO) manages the call and coordinates the response. What should you do if the caller hangs up? Attempt to call back and gather information about the situation. What is the purpose of the 'Safety Disconnect' protocol? To ensure the safety of the caller while managing the emergency response. What information should be provided to law enforcement during an emergency? Thorough background information about the suspect, incident, and any prior entries. What should be done if a caller reports a vehicle in floodwater? Assess the situation and provide instructions for safety while dispatching emergency services. What are the key descriptors for determining the severity of an incident? Descriptors include injury status, type of incident, and any weapons involved. What should you have ready for officers at a traffic collision? Vehicle registration and insurance paperwork. What is the code for a traffic collision with no injury? 131 - B- 1 What should you do if the accelerator is stuck and you can't stop the vehicle? Pull out and stay on the line. What is the code for a traffic collision with injury? 131 - D- 1 What is the code for a traffic collision with unknown injury? 131 - C- 1 What is the code for a past traffic collision?
Situations involving serious injuries due to the mechanism of the collision. What is the response for a vehicle in floodwater with a caller inside? Prioritize safety and follow emergency protocols. What should you do if someone is trapped in a vehicle? Assess the situation and call for emergency services. What is the importance of knowing the exact location of a traffic incident? To ensure timely response and assistance from emergency services. What should you ask to determine if anyone is injured in a collision? Is anyone injured? What does the term 'sinking vehicle' indicate? A vehicle that is in water and may pose a risk to the occupants. What is the purpose of the 'OMEGA' designation in traffic incidents? To identify specific response needs based on the incident's severity. What is a key consideration when dealing with HAZMAT incidents? Determine the cargo of commercial vehicles and trigger a HAZMAT response if necessary. What should you do if a vehicle is causing danger but can be moved safely? Move it to a safer location if possible. What is the significance of the 'F' code in traffic response? Indicates Fire/Rescue is needed. What should you do if you encounter downed power lines at a traffic incident? Ensure safety and notify the appropriate agencies. What should you do first if your accelerator is stuck? Push the brake and shift into park or push in the clutch pedal first. How should you turn off the ignition in a standard key ignition?
Turn the ignition key just one click back to the ACC position. What should you avoid doing when turning off the ignition? Do not remove the key from the ignition until the vehicle is stopped. What should you do if the vehicle is not in a safe place? Turn on your hazard lights and keep your seat belt on while waiting for help. What is the recommended action if the car is filling with water? Try to break a window to escape and follow the bubbles to the surface. What should you do if you are completely underwater? Kick your legs and paddle with your hands to reach the surface. What should you do if you cannot swim and your vehicle is sinking? Stay on top of the vehicle and hold on until help arrives. What is the first step if you need to exit a sinking vehicle? Help others release their seat belts and get out through an open window. What should you do if the car is completely submerged? Look for a heavy object to break a window and escape. What should you do if your phone stops working while in a sinking vehicle? Stay calm and follow the instructions given to you. What should you check for before trying to break a window? Look for an object that is heavy and hard, such as a hammer or center punch. What should you do if you can open a window? Roll the window all the way down to exit the vehicle. What is the significance of the ACC position in a vehicle? It shuts down the engine but keeps the lights and accessories on. What happens to the brakes and steering when the ignition is turned to ACC?
Attempt to open a window or break it to escape. What should you do if you are in a vehicle with children during an emergency? Help them release their seat belts and exit safely. What should you do if you find yourself in a sinking vehicle? Unlock the doors, climb to the roof, and stay with the vehicle. What is the first action to take if water starts to move your vehicle? Have everyone release their seat belts and unlock the doors. If the vehicle is submerged, what should you do with the windows? Roll the window all the way down if possible. What should you do if you cannot open the window? Try to open a door on the side away from the current. What is the recommended action if you are in a vehicle with children during a flood? Help the oldest child out first and ensure everyone is calm. What should you do if you are in danger and need to communicate with the dispatcher? Speak softly and keep your hands visible at all times. What should you do if an armed caller is present? Do not approach officers and keep any weapons out of sight. What should you do if you think you can leave safely? Get away from the situation if it's safe to do so. What should you do if the caller is in danger and cannot talk freely? Try to make the conversation sound casual to avoid alerting the danger. What are the criteria for police dispatch in a non-injury accident? Involves a criminal offense, vehicles not drivable, or major damage.
What should you advise a caller if there are no conditions for police dispatch? Move to a safe location and exchange information with other drivers. What should be done if combined damage exceeds $5000? Advise the caller to go to a police facility to file a report. What is required for a damage sticker after an accident? A police file number or a copy of the accident report. What should you do if a vehicle is damaged due to vandalism? No damage sticker is required for vandalism-related damage. What should you do if a body shop requests a damage sticker? Confirm they have a police file number before proceeding. What should you advise if the accident is outside the City of Calgary? Accept the call and transfer to the appropriate agency. What is the protocol if a caller is unable to leave safely? Keep them on the line and advise them to stay quiet. What should you do if the caller is in a vehicle with a child? Help the oldest child out first and ensure calmness. What is the first step if a vehicle is in floodwater? Unlock the doors and stay on top of the roof. What should you do if the caller can't take the phone with them? Advise them to just put the phone down and call back from a safe location. What should you do if the caller is in a vehicle with electric windows? Ensure the key/ignition is on to roll the window down. What is the advised action if the caller is in danger? Do not put yourself in any more danger and follow instructions.
HIT-AND-RUN (with injury). What should you do if you encounter a sinking vehicle with a caller inside? Follow emergency protocols for sinking vehicles. What is the first step if a vehicle's accelerator is stuck? Pull out of traffic if safe to do so. What does the code '131-B-1' refer to? TRAFFIC COLLISION (no injury). What does '131-D-1' indicate? TRAFFIC COLLISION (with injury). What does '131-C-1' represent? TRAFFIC COLLISION (unknown injury). What does '131-A-1' signify? PAST TRAFFIC COLLISION. What should be done if a vehicle is causing danger? Move it to a safer location if safe to do so. What does the term 'HAZMAT' refer to in accident reporting? Hazardous materials that may pose a threat to life, health, or property. What is the significance of placard numbers in HAZMAT situations? They provide chemical identification of hazardous materials. What does the code 'E' stand for in dispatch responses? EMS needed. What does the code 'H' indicate? HAZMAT situation. What does 'V' represent in dispatch codes?
Fire/Rescue and EMS needed. What does 'X' mean in the context of dispatch codes? Fire/Rescue, HAZMAT, and EMS needed. What is a HIT-AND-RUN incident? When a driver leaves the scene of a collision without completing required tasks. What should you gather about a suspect in a traffic incident? Description including hair color, clothing, and any identifiable features. What information is crucial to gather about vehicles involved in an incident? Make/Model, color, license plate, and direction of travel. What does 'OMEGA' refer to in accident reporting? A designation for incidents involving a driver leaving the scene. What is the purpose of the 'KEY QUESTIONS' section in accident reporting? To gather essential information about the incident. What does 'B' indicate in the context of dispatch codes? Blocking or slowing traffic. What should you do if a vehicle is involved in a collision with a train? Notify the train dispatch center to stop additional trains. What type of incidents might trigger a HAZMAT response? Incidents involving gas, liquid, or solid hazardous materials. What should be done if chemicals are leaking from a vehicle? Stand safely away from any fuel, chemicals, or fumes. What should you do if the accelerator is stuck? Try to get the car stopped as best you can without pumping the brake. What happens when you turn the ignition key to the ACC position?
What is a critical step to take before attempting to break a window in a sinking vehicle? Clear all glass out of the way. What should you do if the vehicle is not completely submerged? Try to open a door and get to safety. What is the importance of staying on the line with emergency dispatch during a vehicle emergency? To receive real-time instructions and updates on your situation. What should you do if you are instructed to roll down a window but it won't open? Attempt to break a side window using a heavy object. What should you do if you are in a vehicle that is filling with water? Prepare to exit as soon as possible and swim to the surface. What is the recommended action if the driver is unable to stop the vehicle? Stay calm and follow the emergency instructions provided. What should you do if you need to shift to neutral but the shift handle is stuck? Some vehicles require pushing a button on the side of the shift handle. What should you do if you are in a vehicle that is about to sink? Get ready to exit through the window or door as soon as it is safe. What is a key safety measure to take before attempting to exit a vehicle in an emergency? Look carefully around for hazards before opening the door. What should you do if the vehicle is in a dangerous location? Stay inside with your seatbelt on until it is safe to exit. What is the first thing to do when the accelerator is stuck? Try to slow down and steer to the side of the road.
What should you check in your vehicle during an emergency? Check your glove compartment, console, and under your seats. What should you do if the window is open? Roll the window all the way down. What should you do if the caller cannot swim? Instruct them to stay calm and follow your commands. What is the first action if the vehicle is sinking? Have everyone release their seat belts and climb to the roof. What should you do if the window cannot be opened? Use a hammer or a heavy object to break the window. Where should you stay if your vehicle is in floodwater? Stay on top of the roof unless the vehicle starts to move with the current. What should you do if you need to talk to someone in danger? Speak softly and keep your hands visible. What should you do if the caller is in danger? Advise them to get away safely if possible. What is the protocol for police dispatch in case of a traffic incident? Police will attend if there are injuries, the event is in progress, or the event occurred within the last 20 minutes. What should you advise if there are no conditions for police dispatch? Advise the complainant to report the collision online or attend the District Office. What should you do if the caller is unable to leave safely? Instruct them to keep quiet and stay out of sight. What should you do if the caller can answer yes or no questions? Ask them to tap on the phone for yes or no.
