Top 20 Interview Questions & Answers for 911 Dispatcher Roles - 2025

Are you preparing for an interview for a 911 dispatcher position? This guide provides a list of up-to-date questions and answers that will help you demonstrate your skills and knowledge in effectively handling emergency calls and dispatching the appropriate response. Whether you're applying for a role as a police dispatcher, fire dispatcher, or ambulance dispatcher, these questions cover all the necessary areas of the job.

General Questions

• 1. What attracted you to the role of a 911 dispatcher?
  A: I have always been drawn to helping others and being a part of something bigger than myself. The fast-paced and challenging environment of a 911 dispatcher role appeals to me because I would have the opportunity to make a meaningful impact on people's lives during critical moments.
• 2. How do you deal with high-stress situations?
  A: I have developed tools and techniques, such as deep breathing, to help me stay calm and focused in high-stress situations. I also prioritize tasks, ask for help when needed, and remind myself of the importance of remaining calm for the caller on the other end of the line.
• 3. Can you describe your experience working in a team environment?
  A: In my previous roles, I have worked closely with a team to achieve our common goals. I communicate effectively, listen to others' perspectives, and contribute my skills and knowledge to the team. I believe that teamwork is crucial in a 911 dispatcher role as it ensures all resources are utilized efficiently in emergency situations.
• 4. How do you handle confidential information?
  A: I understand the sensitivity and importance of confidential information, especially in the context of emergency services. I adhere to strict protocols and maintain discretion in all situations to ensure the information is kept secure.

Behavioral Questions

• 5. Can you tell me about a time when you had to make a difficult decision as a 911 dispatcher?
  A: In one instance, I received a call from a distressed caller who had witnessed a robbery and was being pursued by the suspect. I had to make the decision to send the police while keeping the caller on the line to gather information. It was a challenging situation, but I followed protocols and successfully provided crucial information to the police that helped apprehend the suspect.
• 6. How do you prioritize calls during a busy shift?
  A: I prioritize calls based on the level of emergency, following established protocols. I also take into consideration the resources available and communicate effectively with my team to ensure all calls are handled efficiently.
• 7. Can you describe a time when you had to multitask while handling a 911 call?
  A: During a busy shift, I received a call from an individual reporting a car accident while simultaneously receiving a call about a house fire. I quickly gathered information from both calls and dispatched appropriate responses while calmly and effectively communicating with both callers. The situation was resolved without any major issues.
• 8. How do you keep yourself updated with emergency protocols and procedures?
  A: I regularly attend trainings and workshops offered by my department to stay updated with the latest protocols and procedures. I also take advantage of online resources and participate in mock exercises to enhance my skills and knowledge.

Situational Questions

• 9. How would you handle a call from an angry and aggressive caller?
  A: I would remain calm, acknowledge the caller's emotions, and try to de-escalate the situation. If necessary, I would involve a supervisor or ask for support from law enforcement. The most important thing is to ensure the safety of the caller, the responders, and myself.
• 10. What would you do if you received conflicting information from two different callers about the same incident?
  A: I would ask clarifying questions to both callers to try and determine the most accurate information. I would also consult any available resources, such as surveillance cameras or GPS tracking, before dispatching a response.
• 11. How would you handle a situation where you were unable to reach emergency responders?
  A: I would immediately inform my supervisor and dispatch other nearby resources while continuously trying to reach the responders. Clear communication with both the caller and responding units is essential in such situations.
• 12. Can you give an example of how you have dealt with an uncooperative caller?
  A: In a previous role, I received a call from a distressed individual who refused to provide any information about their location or the nature of their emergency. I used active listening skills and empathized with the caller to gain their trust and ultimately gather the necessary information to dispatch appropriate help.

Technical Questions

• 13. What protocols do you follow when receiving a call for cardiac arrest?
  A: I follow the specific Medical Priority Dispatch System protocols, including asking if the patient is conscious and checking for breathing, before providing CPR instructions and dispatching emergency medical services.
• 14. How do you handle a call for a hazardous material spill?
  A: I gather as much information as possible about the incident, including the location, type of substance, and potential risks. I then follow established protocols to dispatch the appropriate emergency response, inform relevant agencies, and provide safety instructions to the caller.
• 15. How do you prioritize incoming calls during natural disasters or large-scale emergencies?
  A: During such situations, I follow the national Response Priority Matrix, which categorizes calls as A, B, or C, based on the level of emergency. I prioritize A calls first, followed by B and C calls, in order to ensure the most critical situations are addressed first.
• 16. Can you walk me through your experience using emergency dispatch software?
  A: I have extensive experience using various dispatch software, including incident tracking and mapping software, as well as computer-aided dispatch systems. I am comfortable navigating and using these systems to ensure efficient and accurate handling of incoming calls and dispatching resources.

Cultural Fit Questions

• 17. What motivates you to work in the emergency services industry?
  A: I am driven by the satisfaction of helping others in their time of need. I find fulfillment in knowing that I can make a significant and positive impact on the lives of individuals in my community.
• 18. How do you handle working in a fast-paced and high-stress environment?
  A: I thrive in fast-paced environments and enjoy the challenges that come with it. I have developed effective coping mechanisms to handle high-stress situations and prioritize self-care to maintain my mental and emotional well-being.
• 19. How do you prioritize cultural sensitivity and diversity in your interactions with callers?
  A: I understand the importance of cultural sensitivity and diversity in my role as a 911 dispatcher. I strive to treat every caller with respect and empathy, regardless of their background, and I am committed to continuously educating myself on cultural competency.
• 20. How do you handle ethical dilemmas in your work?
  A: I adhere to the strict code of ethics and guidelines outlined by my organization. I also seek guidance from my supervisor or other experienced colleagues when faced with a particularly difficult ethical dilemma.