How to Answer: How would you handle a call from a panicked person who was speaking unintelligibly?
Advice and answer examples written specifically for a 911 Dispatcher job interview.
13. How would you handle a call from a panicked person who was speaking unintelligibly?
How to Answer
911 Dispatchers are often in communication with people who are having a very stressful time. This stress can cause people to panic and not think or speak clearly. Some examples could include the caller speaking a language you do not know, or a caller suddenly unable to remember important details such as their location. Walk the interviewer through the steps that you would take if you were on a call with someone speaking in a way that you could not understand.
Written by Rachelle Enns on December 15th, 2019
1st Entry Level
"If I had a call from a panicked person who was speaking unintelligibly, I would calmly ask them to slow down. Then, I would guide the conversation by asking pointed questions such as 'What is your name?' and 'Are you hurt?' or 'Is this an emergency?' By getting yes and no answers, it will help the caller to catch their breath and provide me with the foundational responses that I need to dispatch assistance correctly."
Written by Rachelle Enns on December 15th, 2019
1st Answer Example
"I recently had a caller who was speaking very quickly in another language that I could not decipher. After asking them a couple of questions in English, it was clear that they were upset and found it easier to speak in their native tongue while in duress. I asked, 'what language?' a straightforward question that was simple for the caller to answer. Once I was able to distinguish the language they were speaking, I was able to transfer to the call to a dispatcher who spoke their language. When a caller is panicked, it is entirely up to me to break down the barriers of communication and get them the assistance they need."
Written by Rachelle Enns on December 15th, 2019
2nd Answer Example
"For the majority of my career, I have worked in a cross-functional environment with a plethora of response teams and emergency professionals. It's a fantastic way to work because we can meet a goal or objective more efficiently while teaching each other new skills."
Written by Rachelle Enns