Top 10 Questions for Emergency Telecommunications Dispatcher (ETD) Interview

1. How would you prioritize multiple incoming emergency calls if they come at the same time?

I would prioritize the calls based on the following criteria:

• Severity of the emergency: I would give the highest priority to calls involving life-threatening emergencies, such as heart attacks, strokes, and serious accidents.
• Imminent danger: I would also prioritize calls involving imminent danger to life or property, such as fires, explosions, and active shooters.
• First-come, first-served: If multiple calls have the same level of severity and urgency, I would generally follow a first-come, first-served approach.

2. What is the proper protocol for obtaining and verifying caller information?

Caller Information

• Location: I would ask for the caller’s exact location, including the street address, city, and any landmarks.
• Phone number: I would ask for the caller’s phone number so that I can call them back if needed.
• Name: I would ask for the caller’s name so that I can address them properly.

Verification

• Repeat information: I would repeat the caller’s information back to them to ensure that I have it correctly.
• Ask clarifying questions: I would ask clarifying questions to ensure that I understand the nature of the emergency.
• Use multiple sources: If possible, I would try to verify the caller’s information through other sources, such as caller ID or cross-referencing with other databases.

3. How would you handle a caller who is hysterical or incoherent?

• Stay calm and empathetic: It is important to stay calm and empathetic when dealing with a hysterical or incoherent caller. This will help to de-escalate the situation and make the caller more likely to cooperate.
• Speak slowly and clearly: I would speak slowly and clearly, using simple language that the caller can understand.
• Active listening: I would practice active listening by repeating what the caller says and asking clarifying questions to ensure that I understand their needs.
• Focus on the essential information: I would try to focus on obtaining the essential information, such as the location of the emergency and the nature of the problem.
• Get help if needed: If I am unable to calm the caller down or obtain the necessary information, I would get help from a supervisor or another dispatcher.

4. How would you handle a caller who is reporting a crime in progress?

• Stay calm and focused: It is important to stay calm and focused when handling a call about a crime in progress. This will help you to gather the necessary information and dispatch the appropriate resources.
• Get the details: I would ask the caller for as many details as possible, including the location of the crime, the description of the suspect(s), and any weapons involved.
• Stay on the line: If possible, I would stay on the line with the caller until help arrives. This will help to provide updates to the dispatcher and ensure the safety of the caller.

5. How would you handle a caller who is threatening or abusive?

• Stay calm and professional: It is important to stay calm and professional when dealing with a threatening or abusive caller. This will help to de-escalate the situation and prevent further harm.
• Set boundaries: I would clearly set boundaries with the caller, letting them know that their behavior is unacceptable.
• Document the call: I would carefully document the call, including the caller’s threats or abuse.
• Get help if needed: If I am unable to handle the situation on my own, I would get help from a supervisor or another dispatcher.

6. How would you prioritize dispatching resources to multiple incidents?

• Severity of the incidents: I would prioritize dispatching resources to the incidents that are most severe.
• Imminent danger: I would also prioritize incidents involving imminent danger to life or property.
• Available resources: I would consider the available resources when dispatching units.
• Location of the incidents: I would also consider the location of the incidents when dispatching units.

7. How would you keep track of multiple incidents that are ongoing?

• Incident tracking system: I would use an incident tracking system to keep track of multiple incidents that are ongoing.
• Status updates: I would regularly update the status of each incident in the system.
• Communication with responders: I would communicate with responders to get updates on the status of each incident.

8. How would you handle a situation where there is a language barrier between you and the caller?

• Language line: I would use a language line to interpret for the caller.
• Slow and clear speech: I would speak slowly and clearly, using simple language that the caller can understand.
• Visual aids: I would use visual aids, such as pictures or diagrams, to help communicate with the caller.
• Empathy and patience: I would be patient and understanding when dealing with a caller who does not speak English.

9. How would you handle a situation where you are dealing with a caller who has a disability?

• TTY/TDD: I would use a TTY/TDD to communicate with a caller who is deaf or hard of hearing.
• Slow and clear speech: I would speak slowly and clearly, using simple language that the caller can understand.
• Visual aids: I would use visual aids, such as pictures or diagrams, to help communicate with the caller.
• Patience and understanding: I would be patient and understanding when dealing with a caller who has a disability.

10. What is your understanding of the legal and ethical responsibilities of an emergency telecommunications dispatcher?

• Confidentiality: I understand that I am legally and ethically bound to keep all caller information confidential.
• Accuracy: I understand that I have a legal and ethical obligation to provide accurate and timely information to responders.
• Non-discrimination: I understand that I cannot discriminate against callers based on their race, religion, gender, sexual orientation, or any other protected characteristic.
• Professionalism: I understand that I must conduct myself in a professional manner at all times.

Emergency Telecommunications Dispatchers (ETDs) play a vital role in emergency response. Their primary focus is to ensure the timely and effective coordination of emergency services, including police, fire, and medical services.

1. Answer Emergency Calls

ETDs are the first point of contact for individuals seeking emergency assistance. They must remain calm and composed under pressure to effectively gather information from callers and determine the nature of the emergency.

• Respond promptly to incoming 911 or non-emergency calls.
• Obtain relevant information from callers, including location, description of incident, and any injuries or hazards.

2. Dispatch Emergency Services

Based on the information gathered, ETDs dispatch the appropriate emergency services to the scene. They must prioritize calls and ensure that the most urgent emergencies receive the fastest response.

• Dispatch police, fire, or medical services to the location of the emergency.
• Provide clear and concise instructions to responders on the nature of the emergency and any specific hazards.

3. Track Incident Status

ETDs track the status of each incident from dispatch to resolution. They maintain a record of all communication and provide regular updates to responders and supervisors.

• Monitor the progress of emergency responders and provide updates as needed.
• Maintain accurate records of all incidents, including call times, dispatch details, and incident resolutions.

4. Provide Pre-Arrival Instructions

ETDs provide callers with instructions on what to do before emergency services arrive. This may include first aid, evacuation procedures, or other life-saving measures.

• Give pre-arrival instructions to callers, such as performing CPR or controlling bleeding.
• Calm and reassure callers, providing support and guidance during stressful situations.

To ace an interview for an Emergency Telecommunications Dispatcher position, it is crucial to demonstrate your skills, experience, and understanding of the job. Here are some tips to help you prepare:

1. Research the Position and Agency

Thoroughly research the specific ETD position and the agency you are applying to. Understand their mission, values, and operational procedures.

• Visit the agency’s website and social media pages.
• Contact current or former employees for insights into the work environment and culture.

2. Highlight Your Skills and Experience

Emphasize your relevant skills and experience that make you a suitable candidate. Focus on your ability to handle emergency situations, multitask effectively, and communicate clearly under pressure.

• Highlight your previous experience in emergency services or related fields.
• Share examples of your ability to remain calm and collected in stressful situations.

3. Practice Interview Questions

Anticipate common interview questions and prepare thoughtful and concise responses. Practice answering questions related to your skills, experience, and motivation for the position.

• Prepare for questions about your understanding of ETD responsibilities and procedures.
• Practice your ability to describe how you would handle specific emergency scenarios.

4. Be Professional and Present Well

Dress professionally and arrive on time for your interview. Be respectful and courteous to the interviewers, and maintain a positive attitude throughout the process.

• Dress in business attire or a uniform if specified by the agency.
• Be punctual and show enthusiasm for the opportunity.

5. Ask Informed Questions

Prepare informed questions about the position, the agency, and the interview process. This shows that you are engaged and genuinely interested in the opportunity.

• Ask about the agency’s training and development programs.
• Inquire about opportunities for advancement or specialization within the department.