Criticall Test Prep

How to Become a 911 Operator or Call Center Dispatcher

911 Dispatchers or Call Center Operators are often described as the “First-first Responders.” 911 Dispatchers are responsible for gathering essential information from callers and quickly relaying it to the proper agency and location. During many emergency calls, 911 Dispatchers will also provide medical or other instructions until help arrives at the caller’s location.

In their goal of saving lives, 911 Dispatchers must be calm under pressure and able to take control of often-unpredictable situations.

911 Operator or Dispatcher Hiring Process

To become a 911 Operator or Call Center Dispatcher involves an in-depth hiring process that can include:

• Dispatcher Skills Testing (See Citicall Test Prep Course)

• Background Investigation

• Panel Interview

• Full Medical Exam

• Psychological Evaluation

Once offered the job, you will complete an extensive Dispatcher/Operator training program.

What is the Criticall Dispatcher Test?

The CritiCall Test is the most popular dispatcher exams in the United States and Canada. The exam simulates the day-to-day duties of 911 dispatchers and call-takers and evaluates the needed skills to succeed in both the training and on the actual job.

The CritiCall consists of 25 test "modules." Each agency chooses about a dozen modules to include in its exam, based on its needs and type of work. The most common modules are typing, decision-making, data entry, call summarization, cross-referencing, and map reading.

Criticall Data Entry Skills

• Data Entry - This test evaluates your ability to make quick decisions, prioritize and multitask. This interactive, computer-based test presents information through both audio and written formats. You then respond by entering data into the correct tables while reacting to real-time alerts. Good typing skills are a part of this testing.

• Cross Referencing - You will be required to enter identifying information from address books into a corresponding table.

• Comparison - You will be given two tables which look very similar and be required to identify any differences.

Criticall Dispatcher Skills Tests

There will be various types of questions that will test how successful you will be as a dispatcher. The questions will focus on your following abilities:

• Decision Making - As a 911 or Call Center Dispatcher you are the first line of defense and you need to know which emergency service to dispatch. Be prepared to listen to potential situations and pick the proper course of action.

• Prioritization - You will need to rank several incoming calls according to urgency.

• Probability - It is often difficult to hear exactly what the emergency caller is saying. You will be given questions asking you to decipher unclear calls based on how probable you believe each answer choice is.

• Map Reading - Criticall will test your ability to accurately read maps so you can send the correct emergency unit to the scene. For these question you will need to choose the best route, while obeying traffic laws, for emergency vehicles to get to the scene the quickest.

 Criticall Memory and Reading Comprehension Skills

• Summarization - You will be required to listen to an audio call simulation and answer questions related to the call. Be prepared to input information into proper data fields.

• Reading Comprehension - Criticall presents you with information in a written format. You will then be expected to answer questions about the information.

• Memory Recall - Criticall presents you with visual and audio information including sets of numbers, phrases, and letters and be asked to recall the information. A huge part of being a 911 Dispatcher is being able to recall information presented to you.

CritiCall Dispatcher Test Prep