A Guide to the CritiCall 911 Dispatch Test: Examples & Tips

If you are looking for a career working with the emergency services, then becoming a 911 call handler and dispatcher might be just the role for you.

If you can handle working under pressure, helping the public and are able to deal with difficult and uncomfortable situations with a calm head, then you might have what it takes to be the first port of call in an emergency.

Becoming a 911 call handler and dispatcher means you will need to have some very specific skills and abilities, and as part of the recruitment process, you will have the opportunity to demonstrate your suitability by taking the CritiCall 911 dispatch test.

Used throughout the US for recruiting people for 911 roles, the CritiCall test does not assess your previous experience or your knowledge of the role.

Instead, it is designed to assess candidates on the inherent aptitudes that are needed to be successful in the role.

This article will discuss what the CritiCall test is assessing, the types of questions that you are likely to face and what the recruiters will be looking for.

There will be some example questions, as well as details about what mark you will need to achieve to pass the test.

Finally, there are some CritiCall test prep tips to help you prepare for the assessment and what to think about on the day.

What Is the CritiCall 911 Dispatcher Test?

The CritiCall 911 dispatch test is an essential part of the recruitment process for emergency call handlers and dispatchers.

It is essential because it puts applicants under pressure – much like they would be if they get the job – and looks at different essential skills and abilities for the role.

The assessment is built from different modules, and there are up to 23 modules that can form part of the assessment.

You will not know what modules your test will cover; the agency and role you have applied for will determine what types of questions you will answer.

The CritiCall 911 dispatch test can take anywhere between one and three hours to complete, depending on your typing speed. Usually, it takes about two hours.

Candidates who are required to take the test will be invited to a test center and complete the assessment on the provided computers in a simulated work environment.

Some of the skills that are assessed by the CritiCall test include:

• Multi-tasking, decision making and prioritization
• Data entry
• Map reading
• Reading, writing, spelling and basic math
• Memory and recall
• Performance under pressure, including the ability to remain calm

Other dispatcher tests include the POST dispatcher test and the Police Communications Technician Test (also known as the NYPD 911 Operator Exam).

What Is the Format of the CritiCall Test?

Although the number of questions and the type of content will vary depending on the position you have applied for, most CritiCall tests follow a similar format.

The assessment is broken into three distinct sections, containing the various modules.

Before each module there will be a practice question so that you know what to expect and how you need to format your answer.

Attention to Detail

Performing the daily tasks of a call handler and dispatcher means having a good eye for detail and the ability to quickly spot and correct errors if they occur.

Getting the right information to the units that have been dispatched means being able to understand what callers are saying and being able to accurately transfer that into reports.

Below are some of the core question types used to assess a candidate based on their attention to detail.

Data Entry and Multi-Tasking

This section of questions uses both written and audio prompts as part of a simulated dispatch system.

It requires candidates to input information like names, addresses, dates and phone numbers into the right places. The data might come from a report or from a simulated 911 call.

Cross-Referencing

Dispatchers will have to use various sources of information to accurately create reports and send units to where they need to go

Therefore, the ability to use things like address books and be able to locate the required information is a good way to assess cross-referencing skills.

In this part of the assessment, candidates will have to find information from one source and input it into another source.

Character Comparison

This is like a traditional error checking aptitude test.

The candidate is provided with two tables containing seemingly identical data, and they are required to find the differences between the tables.

Good attention to detail skills includes being able to spot errors, mistakes and omissions in written information so that accuracy is guaranteed.

Dispatcher Skills

These are the skills that are particular to the role of the dispatcher.

To be able to complete this part of the assessment properly the candidate is given a list of decision rules to follow.

These rules dictate which emergency service should be used for each type of call; it is worth remembering that for some incidents there may need to be more than one type of service unit sent.

Taking free dispatcher skills tests will help you improve your knowledge in these areas.

Map Reading

Although the mapping capabilities of the computer system are usually reliable, there will be times when a dispatcher will have to be able to read a map to direct units to the scene of an incident.

Aside from a good working knowledge of the geography of their dispatch area, 911 operators need to demonstrate that they can use a map to choose the fastest and safest routes.

Memory and Recall

With calls providing a lot of information in a short space of time, 911 operators need to be able to use their short-term memory to recall various details of an incident.

In this section, candidates are given information either in writing or through audio and need to be able to recall it on the next screen.

In some cases, they might be asked questions about the data they were just given.

Decision Making

This is the section of the assessment that needs strict adherence to the decision rules mentioned above.

911 dispatchers have to decide whether an incident needs to be attended by the police, fire department, emergency medical services and/or public utilities.

Some of the questions will require written answers, while others will need the answers to be spoken into a microphone.

Prioritization

Similar to the decision-making section, this set of questions needs the candidate to be able to consider the urgency of different situations.

They will be presented with a number of incidents and should rank them in order of severity.

Probability

911 calls can often be difficult to hear, contain conflicting information or the caller might not have all the details the dispatcher needs to make an effective decision.

In this section of the assessment, the candidate has to choose the most likely answer when faced with garbled or incomplete information.

Basic Skills

In the basic skills section, the inherent aptitudes of a candidate in things like reading, writing and math are assessed.

Call Summarization

An important skill in dispatchers is the ability to find the most important parts of a call to focus on.

This call summarization section requires a candidate to listen to simulated 911 calls and provide a summary of what they heard.

In this part, both speed and accuracy are assessed.

Spelling and Sentence Clarity

Dispatchers need to be able to convey information accurately in writing, which means they need good skills in spelling and being able to choose a simple and clear sentence structure when compiling information.

In this assessment, the candidate is assessed on their ability to write coherent sentences and spell workplace-related words.

Math

Calculating distances and keeping track of the number of units dispatched means that a 911 operator needs a good grip of math, at least at a basic level.

In this part of the assessment, the candidate is required to answer some word-based math problems using basic operations and knowledge.

Reading Comprehension

There are a lot of written materials that need to be understood by a 911 dispatcher, such as manuals and training information.

In this section, the candidate is evaluated on their ability to read and understand written information quickly and accurately.

911 Dispatcher Test Practice Questions

Here are some practice questions to help you with your CritiCall test prep:

Memory Recall

In this type of question, you will be shown symbols and need to recall them on the next page after some time.

Probability

You will need to pick the most likely option given incomplete, incorrect or garbled information, which people often give when stressed.

Verbal Math

These will be word-based math questions. They can seem complicated on the first read, but when you break down the question into a math equation it becomes much simpler.

Decision Making

This section is where you use the decision-making rules that CritiCall provides you. These will help you choose the right units to send.

How Is the CritiCall Test Scored?

The CritiCall test is scored both as a whole and as individual sections.

You will need to achieve a pass in all sections to be considered for a 911 dispatcher position.

The exact score that you will need to move forward with your application will depend on the agency and the position that you have applied for.

But the better your score in each section and overall, the better your chances are.

What Are the Passing Scores?

Each section has a different minimum score that needs to be achieved in order to pass.

• Data Entry and multi-tasking – 60 keystrokes per minute for data entry, 28 keystrokes per minute for the audio section and 35 words per minute when keyboarding
• Cross-referencing – 56–70%
• Character comparison – 70%
• Prioritization – 70%
• Memory recall – 61–70%
• Map reading – 62–70%
• Call summarization – 57–70%
• Reading comprehension – 57–60%
• Spelling and sentence clarity – 68–70%
• Math – 70%

As you can see, most sections need a score of at least 70% to pass, which is quite high. Doing lots of 911 dispatcher test prep will increase your chances of getting a high score.

How Are the Scores Presented?

The agency or the recruitment company that you have applied through will receive a report of your performance.

This will include your overall score, the individual marks and minimum scores for each module, and your typing speed in either keystrokes per minute or keystrokes per hour.

As a candidate, you will probably only be told if you have passed or failed the assessment.

The agency may give you a copy of the report – it never hurts to ask.

What Is a Good Score?

A good score on the CritiCall assessment is a passing score, and you should aim for at least 70% in every module to ensure success.

It is worth bearing in mind that different agencies have different requirements for different roles.

Can The Candidate Fail the Test?

If you do not achieve the score that you need to pass, you will fail and your application for the role will not be taken further.

If you do fail, in some cases you will be allowed to reapply for the role at a later date and you will be given the opportunity to retake the CritiCall assessment then.

Top Tips for Taking the CritiCall 911 Dispatch Test

Prepare Your Body and Mind

As you get closer to the assessment, make sure that you are giving your brain the fuel that it needs to be able to work effectively.

Ensure that you are well hydrated, get enough sleep and choose to eat healthy meals, to have your brain working at its best.

Arrive Early

As the assessment will take place at a test center, you want to make sure that you arrive in plenty of time so that you aren’t worried about getting stuck in traffic or dealing with delays on public transport.

Being early will give you a chance to relax a little and give yourself a pep talk, or at least the opportunity to take some deep breaths.

Read the Questions Carefully

Before each module, there will be a practice question.

Use this to help you understand what you need to do to answer the question properly.

Reading the questions carefully will stop you from rushing and potentially wasting valuable time and marks.

Don’t Get Stuck on a Difficult Question

If a question is too complicated and you can’t find the answer, just move on.

Spending too much time on a tough question could mean that you don’t spend enough time on the questions you find easier, and you could lose marks, especially when you are being assessed on your speed as well as your accuracy.

Frequently Asked Questions

Final Thoughts

The CritiCall 911 dispatch test is an essential part of the recruitment process for 911 operators because it evaluates the inherent skills and abilities of a candidate to ensure that they have what it takes to be successful in the role.

911 dispatchers need a whole range of different aptitudes, from reading maps to multi-tasking and dealing with situations that might be scary or upsetting, all with a calm demeanor and great understanding.

The 911 dispatch role is undeniably important in the response to incidents, crime, accidents and other emergencies, so good performance in the assessment will demonstrate that you have the skills, aptitudes and abilities that are needed to be an asset to the team.