CritiCall 911 Dispatcher Test 2024 – A Complete Guide

What Is the 911 Dispatcher Assessment Test?

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The CritiCall 911 Dispatcher Assessment Test is a screening tool for agencies in the USA and Canada.

Developed by Biddle Consulting Inc., this test assesses key skills needed for the role of a 911 dispatcher.

Unlike traditional assessments that focus on job-specific knowledge, CritiCall takes a psychometric approach. It looks at inherent skills such as:

• Communication
• Multitasking
• Memory
• English proficiency
• Attention to detail
• Fast, accurate typing

 

Rather than testing what you know, CritiCall looks at your ability to handle the demands of a 911 dispatcher's role. The scenarios in the test simulate real-world emergencies. 

The CritiCall 911 Dispatcher Assessment tests your ability to:

• Make quick decisions
• Identify problems
• Provide clear verbal solutions

 

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When Is the CritiCall Dispatcher Test Used?

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The CritiCall Dispatcher Test is a key part of the job application process for agencies looking to hire 911 dispatchers. It's used by a range of organizations responsible for emergency services.

If you're hoping to become a 911 dispatcher, you'll come across this test as part of the hiring process. It helps agencies understand if you have the right skills to handle the unique challenges of the job.

While there are other tests like the POST Dispatcher Test and the NYPD 911 Operator Exam, they all test the same fundamental skills. Being well-prepared for the CritiCall test is crucial if you want to pursue a career as a 911 dispatcher.

 

What Is in the 911 Dispatcher Assessment Test?

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The 911 Dispatcher Assessment Test covers different sections, each focusing on important parts of the job.

These include:

• Memory recall (short and long-term)
• Reading comprehension
• Sentence clarity
• Cross-referencing
• Numerical ability
• Inductive reasoning
• Perceptual ability (error checking and accuracy)
• Map reading
• Computerized data entry
• Probability determination
• Multi-tasking and advanced decision-making
• Oral comprehension
• Vocalization summary

 

With a total of 23 modules, candidates are only tested on those relevant to the job they are applying for. 

The CritiCall dispatcher exam aims to gauge a wide range of skills, from decision-making and data entry to memorization and prioritization. For example:

• In the reading section, candidates must summarize a given situation and pick out important details
• In the hearing section, they might have to transcribe a fake emergency call, focusing on key information
• The 911 dispatcher written test tasks could involve responding clearly and briefly to a hypothetical emergency
• Map reading requires you to understand a map to find the fastest route for emergency responders
• Troubleshooting scenarios test if a candidate can identify and solve issues in an emergency

 

The test has a set number of questions, and the overall time depends on the modules relevant to the job.

The format varies across sections, and the total number of questions and time may be different depending on the role you are applying for. Check with the organization giving the test for the most accurate information on your upcoming test.

This flexible setup means candidates are tested on the skills most important for the job.

 

A Few Example CritiCall 911 Dispatcher Test Questions

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Cross-Referencing Practice

Answer each of the following questions using the information below:

Last Name	First Name	Address	Phone Number	VIN	License Plate
ANDERSON	LISA	456 OAK AVENUE	415-789-2345	1HGCM82633A123456	4ABY378
SMITH	DAVID	789 MAPLE LANE	602-890-5678	5XYZU3LB5DG123789	8CDE902
JOHNSON	EMILY	234 CEDAR ROAD	301-876-5432	KM8J3CA29KU856412	2XYZ789
MARTINEZ	RYAN	567 PINE AVENUE	703-345-6789	1G1BL52P1TR123456	1ABC234
BROWN	SARAH	890 ELM STREET	808-567-1234	JTDKN3DU4D1467890	5LMN789
DAVIS	MICHAEL	123 BIRCH AVENUE	212-987-6543	3FA6P0H72GR123456	3JKL456

1. What's the last name of the person whose license plate number is 2XYZ789?

The correct answer is: Brown

This is because you start by searching the license plate in the last column until you find the correct license plate on the 5th row. Next, search for the last name in row 5, which is the first column, and the last name is Brown.

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2. What is the phone number of the person living on Elm Street?

The correct answer is: is 808-567-1234

This is because you start by searching for the address in the third column until you find the correct address (890 ELM STREET) in the 5th row. Next, search for the phone number in row 8, which is the 4th column, and the phone number is 808-567-1234.

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3. What is the first name of the person whose VIN starts with 5X?

The correct answer is: David

This is because you start by searching for the VIN in the 5th column until you find the correct VIN (5XYZU3LB5DG123789) in the 2nd row. Next, search for the first name in row 2, which is the 2nd column, and the name is David.

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Prioritization Practice

Question 1.

Situation 1:

An elderly woman calls to report her neighbor's loud music, expressing irritation at the disturbance. She mentions the volume is making it challenging for her to enjoy her evening.

Situation 2:

A bystander in a park notices an unconscious person lying on a bench with no apparent signs of injury. The individual appears unresponsive, and there is no immediate indication of foul play.

The correct answer is: In this comparison, Situation 1 involves a non-violent disturbance that, while inconvenient, doesn't pose an immediate threat to anyone's safety. 

On the other hand, Situation 2 presents a potentially critical medical emergency where a person is unresponsive, warranting a more urgent response to assess and provide assistance.

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Question 2.

Situation 1:

A resident calls to report a water leak in their kitchen, stating that water is steadily seeping from a burst pipe under the sink. They mention concern about potential property damage.

Situation 2:

A passer by witnesses a car parked on the street with a shattered window. The car appears to have been broken into, and the contents inside are scattered on the seats and the pavement.

The correct answer is: In this comparison, Situation 1 involves a property-related issue with a water leak, which, while concerning, doesn't pose an immediate threat to human safety. 

On the other hand, Situation 2 suggests a potential crime with the break-in of a vehicle, requiring a more immediate response to assess the situation and address any security concerns.

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Reading Comprehension Practice

Answer the following questions according to the text below:

Embarking on a journey to learn a musical instrument often seems reserved for young prodigies, but the reality is more accommodating than one might think. Martha Argerich, a renowned pianist known for her exceptional skill and musical interpretation, began her musical exploration at the tender age of three.

While her early exposure certainly laid the foundation for her musical prowess, it wasn't until later in life that she truly gained international acclaim. Argerich's story serves as a compelling testament to the idea that the pursuit of musical proficiency need not adhere to rigid age boundaries. 

Her journey challenges conventional wisdom, showcasing that the love for and dedication to an instrument can lead to mastery, regardless of when one decides to embark on this melodic adventure. So, whether you're a latecomer to the world of musical instruments or an early enthusiast, Argerich's trajectory suggests that the doors to musical excellence remain open at any age.

1. Which of the following best summarizes the main idea of the second paragraph?

a) It discusses the challenges of becoming a prodigy in music
b) It compares the success of early-starting and late-starting musicians
c) It highlights the message that musical proficiency has no age restriction
d) It emphasizes the importance of starting to play an instrument in childhood

The correct answer is: b)

This is because this option captures the essence of the paragraph, which explores Martha Argerich's musical journey, emphasizing both her early exposure to music and her later international acclaim. It discusses the success of someone who began learning an instrument early but achieved significant recognition later in life.

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2. Based on Martha Argerich's musical journey, which of the following is definitely correct?

a) Martha Argerich achieved international acclaim as a young child prodigy
b) Martha Argerich started playing the piano later in life and never gained international recognition
c) Martha Argerich began playing the piano at the age of three and gained international acclaim later in life, challenging the notion that musical proficiency must be cultivated in childhood
d) Martha Argerich's success was solely attributed to her early exposure to music during childhood

The correct answer is: c)

This is because the text mentions that Martha Argerich started her musical exploration at the age of three and later gained international acclaim, emphasizing the idea that musical proficiency is not restricted to childhood.

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How Is the 911 CritiCall Test Scored?

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CritiCall uses a scoring system to assess how well candidates perform. The scores primarily depend on the number of correct answers. It focuses on accuracy in decision-making and information processing.

If you get something wrong, there's no penalty. This encourages candidates to think carefully about each question.

Applicants get evaluated separately for each part of the 911 CritiCall test. To pass, you need a minimum score of 60 to 70% in every section, depending on the module.

If you fall below this score in any section, your application gets rejected, and you'll have to apply again.

While the way agencies give the CritiCall Dispatcher Test differs, most follow a common structure with the following sections:

 

Attention to Detail

Data Entry and Multi-Tasking:

Candidates must enter a range of information into simulated dispatch computer systems. This could be:

• Addresses
• Phone numbers
• Names
• Dates

 

This exercise includes both text and audio questions, simulating data entry during 911 calls.

Success in this section is measured by keystrokes per minute (KPM) criteria, including:

• Data entry with multi-tasking (60 KPM)
• Audio data entry with multi-tasking (28 KPM)
• Keyboarding (35 WPM)

 

Cross-Referencing:

Tasks involve accurate reading of address books, locating information and recording it. Candidates must also verbally enter data from recordings. The passing mark for this section is 70%.

 

Character Comparison:

Candidates are presented with tables containing similar but not identical information and must spot any differences. The pass mark for this test is 70%.

 

Dispatcher Skills

Decision-Making:

Candidates respond to a series of questions and choose which emergency service to dispatch. The section is both written and verbal, where candidates speak their responses into a microphone.

 

Prioritization:

This section checks how well candidates can prioritize incidents by urgency. They have to rank several incidents according to how urgently they need a response. To pass, you need a score of 70%.

 

Memory Recall:

Candidates need to remember and accurately recall information given to them in writing and audio. To pass, you need at least 70% in both parts of this test.

 

Probability:

This section checks if candidates can handle incomplete or conflicting information. It assesses their ability to pick the right answer based on garbled or incomplete data.

 

Map Reading:

Testing geographical knowledge, candidates must plan effective routes for emergency services using maps. The pass mark for this test is 70%.

 

Basic Skills

Call Summarization:

Here, candidates listen to simulated 911 calls and audio recordings. They then summarize the information on a computer. Being fast and accurate is important, and you need to score at least 70% to pass.

 

Reading Comprehension:

This section tests if candidates can understand what they read in manuals, training materials, and call records. To pass, you need a score of 60%.

 

Spelling and Sentence Clarity:

Candidates are tested on spelling work-related vocabulary and using clear sentences to convey simple messages. You need at least 70% in both spelling and sentence clarity to pass.

 

Math:

This section looks at whether candidates can do basic math. It assesses if they can keep track of incoming calls and figure out distances or how many units are needed.

The scoring system is designed to look at the skills a dispatcher needs. It recognises the complexity of a dispatcher's responsibilities.

Candidates must perform well across all skills tested. Success in each module contributes to a positive overall evaluation.

Fortunately, you can usually take the test again if needed upon reapplication. This gives candidates a chance to hone their skills and showcase their dedication to mastering the skills needed for the role.

 

How to Prepare for the 911 Dispatch Test

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Understand the Test Format

CritiCall is all about testing your abilities rather than knowledge or experience. Unlike traditional tests, you can't directly study for CritiCall assessments.

There are no practice tests or system-generated questions provided to help you prepare.

 

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The best way to prepare is to understand the test format. Also, you can get some useful insights from experienced agencies and other candidates who have succeeded in the process.

Even though you can't do a full practice for 911 CritiCall tests, you can still work on the specific skills tested. There are lots of tools and resources out there to help you practice these skills. It's a practical way to prepare for the assessment.

 

Take a Practice Test

Use TestHQ products or other reliable resources to do a practice test. This will help you get used to the kinds of questions and time limits you'll face in the actual test.

 

Practice Individual Skills

1. Typing on a Keyboard

Improve your typing speed and accuracy. This skill is crucial for fast and correct data entry during emergencies. You can work on this at home. The required typing speed can vary, but generally, it falls between:

• 15 to 50 words per minute (WPM)
• 4,500 to 15,000 keystrokes per hour (KPH)

 

Try online typing tests that give you feedback on your speed and accuracy. For CritiCall preparation, a recommended typing test can be found at opac.com.

 

2. Data Entry

Hone your ability to quickly and accurately enter information. This is important for keeping records up-to-date and coordinating emergency responses.

The creators of CritiCall have not developed their own test preparation resources. However, they recommend the Data Entry Practice Test by Karen Freeman-Smith. It's a tool for candidates to evaluate their data entry skills and pinpoint areas where practice may be needed. 

It's available for free at thepracticetest.com.

 

3. Reading and Following a Map

Even if you're not used to reading maps in the age of GPS, you can practice online.

Create routes and focus on simple directions using north, south, east, and west. This practical exercise will help you get better at reading maps.

 

4. Rules for Dispatching

Understand the rules for calling emergency services. Know when to call the police, fire department, or medical assistance based on what callers tell you. CritiCall has specific guidelines for testing dispatch skills.

These guidelines may differ from agency-specific rules, emphasizing the importance of aligning with the test's expectations during emergency message scenarios.

• Police – Call them for threats or physical harm to a person or property
• Fire – Call when there are clear signs of a fire or someone needs rescuing
• EMS (Emergency Medical Services) – Call for medical emergencies
• Utility – Call for problems with electrical, water, gas, or sewer equipment

 

5. Memory

To handle fast-paced emergencies, work on improving your memory skills.

Find valuable information for candidates on the CritiCall website.

 

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Frequently Asked Questions

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What is the 911 dispatcher CritiCall test?

The CritiCall dispatcher exam is a thorough screening tool used before hiring 911 dispatchers.

It assesses skills such as communication and critical thinking by simulating the challenges of the dispatcher's job.

It consists of twenty-three modules in total and typically lasts between one and three hours.

 

How hard is it to pass the 911 dispatcher test?

The difficulty of the CritiCall test varies, and success depends on a candidate's preparation, understanding of the test format, and proficiency in the key skills assessed. 

Make sure to practice the following:

• Memory recall (short and long-term)
• Reading comprehension
• Sentence clarity
• Cross-referencing
• Numerical ability
• Inductive reasoning
• Perceptual ability (error checking and accuracy)
• Map reading
• Computerized data entry
• Probability determination
• Multi-tasking and advanced decision-making
• Oral comprehension
• Vocalization summary

 

What is a passing score on the CritiCall test?

To pass the CritiCall dispatch test, aim for a score of 60% to 70% in each section. Doing well on the test usually requires good comprehension and the ability to communicate information quickly.

Your test score is based on three factors: keystrokes per hour, words per minute, and your percentage scores in each section. Getting more answers right and typing quickly will result in better overall scores.

 

How do I study for a CritiCall test?

In addition to getting to know the test format, make sure to take practice tests.

While there aren't many official CritiCall mock tests, you can find practice tests that imitate the format and structure.

It's also crucial to practice keyboarding, data entry, comprehension and map reading skills—essential for anyone in the role of a 911 call handler.

 

What are the hard skills for 911 dispatchers?

To be a good 911 operator, you need strong communication and listening skills.

You should be able to record important information quickly.

It's also important to have good logistical skills, especially in map reading and planning. If reading maps or understanding city/rural grids is challenging for you, this job might not be the best fit.

Attention to detail is key too. When someone in distress calls, you must choose the right help they need based on the information they provide.

  

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Final Thoughts

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The 911 professor CritiCall test is designed to imitate the real challenges faced by 911 dispatchers. This includes the structure, content, and pressure of emergency situations. To do well in this test, you must:

• Manage stress effectively
• Handle multiple tasks
• Think quickly

 

Make sure to practice your skills before the test and stay calm during it. This not only increases your chances of succeeding in the application process but also helps you develop crucial skills for the role.

Beyond just passing the test, this preparation is valuable for helping people in distress once you become a 911 dispatcher.

In summary, the CritiCall 911 Dispatcher Test is an important step for those aspiring to join the field. Its focus on psychometric evaluation emphasizes the need for inherent skills for success in the role of a 911 dispatcher.