Learn to Beat the 2024 CritiCall Test in Just Three Hours With the Dispatch Primer System
Around 90% of dispatcher applicants nationwide are rejected as a result of failing the CritiCall test. If you fail, your application will immediately be disqualified. Preparation for the CritiCall is essential in such a competitive environment, so here’s our CritiCall Test Prep Course to help you start your preparation today with our free practice test:
Take a free CritiCall Practice Test
CritiCall Dispatch Primer System
Success Stories 4.8 879 Reviews
Hi, I’m Maureen Laneski. I’ve been a dispatcher for a small department just outside of Detroit for 18 years. I have a master’s degree in teaching and was our department’s first certified communications training officer. For over ten years, anyone who sat in dispatch in our department had some or all of their training from me. The role of a 911 dispatcher, or call taker, comes with a great number of responsibilities, and as such, employers can be meticulous in their recruitment process.
Those working as handlers/dispatchers for the emergency services play a pivotal role in ensuring public safety. As such, a number of fundamental key skills are required in order to effectively carry out this job.
Finding candidates that can display competency in a number of key skills across a variety of different tasks is why assessment programs such as the CritiCall are so highly valued within the public-safety industry.
The CritiCall tests were developed in order to quickly and efficiently screen applicants in order to check for these key skills prior to any training they might receive if they are hired as a dispatcher, so that unqualified individuals may be filtered out prior to the application process. Today, there is fierce competition for the role of a 911 dispatcher. To be a successful candidate, you need to pass the CritiCall test. The CritiCall test is challenging, so you must be prepared and ready to put in the effort.
The test itself measures a variety of skills, each particular skill having a section dedicated to it. In order to become eligible to apply for a 911 dispatcher position, one must achieve the CritiCall ‘pass’ score.
The CritiCall assessment is broken down into a number of different modules, each designed to assess your competency in a number of skills relevant to the everyday duties of a 911 dispatcher. Some of these modules are more role-specific than others, like Map Reading and Decision Making, for example, whereas others are a more basic test of your reading, spelling, and math skills. But regardless of their apparent workplace relevance, you must achieve the pass mark in each of them to successfully complete the assessment.
At PrepTerminal, we want you to realize your ambition of becoming a 911 operator, and that’s why we are here to help. We provide you with a free CritiCall practice test to assess your current testing level.
The CritiCall practice test is timed. There are ten questions, and you will have 5 minutes to complete the test.
What is the CritiCall Dispatcher Test? CritiCall Test Section Explained
CritiCall Map Reading
The CritiCall Map Reading Test assesses candidates’ map-reading skills for public safety communication roles. The test features scenarios that require candidates to select direct routes, follow traffic rules, and answer questions based on computer-screen maps.
Map Reading Sample Question
A bus leaves the Theatre on the St. Vincent Street side. It drives south before taking the first available left turn until reaching the crossroads. Here, it takes a left turn and heads North until turning right to drop-off passengers. Once the passengers have left, it heads back, taking a left turn towards the crossroads. It carries on South on this road until taking the third road on the left.
- 1:10-th Avenue
- 2:Borrelli Street
- 3:DC Street
- 4:East Street
Explanation: 
Top Test Advice for Map Reading Section – Prepterminal’s CritiCall Rapid Prep offers map reading exercises similar to the actual test, effectively preparing candidates for this critical assessment component.
CritiCall Cross Referencing
The CritiCall Cross-Referencing Test evaluates emergency dispatchers’ ability to accurately respond to information from a written list or an audio file using a keyboard or speech. It tests candidates’ efficiency in finding details and providing timely responses.
There are three test variations of this:
- Written Cross-Referencing: Candidates answer questions by finding specific information on an address book and entering the correct response.
- Audio Cross-Referencing: Similar to the written version, but questions are presented audibly. Candidates find the requested information and respond using a keyboard.
- Audio-Vocal Cross-Referencing: Test-takers receive questions audibly and respond verbally into a microphone. A test administrator evaluates the recorded responses later.
Written Cross Referencing Sample Question
| Last Name | First Name | Address | Phone Number | VIN | License Plate |
| Garcia | Maria | 4321 Elm Street | 555-123-4567 | 3KPC24A43KE012345 | 8ABC123 |
| Kim | David | 5678 Maple Avenue | 555-234-5678 | 1G6DW52Y7SR700987 | XYZ789 |
| Singh | Raj | 9012 Oak Road | 555-345-6789 | JN8AS5MV4DW300123 | 4DEF567 |
| Nguyen | Thanh | 3456 Pine Street | 555-456-7890 | 3FAHP0HA7BR301234 | 9GHI012 |
| Gonzalez | Jose | 7890 Cedar Lane | 555-567-8901 | 5NPEB4AC6BH200987 | LMN345 |
| Chen | Mei | 1234 Birch Drive | 555-678-9012 | 2C3CDXCT9FH812345 | 2PQR789 |
| Patel | Priya | 6789 Willow Lane | 555-789-0123 | 3VWLL7AJ1DM300987 | STU901 |
| Lee | Jun | 2345 Oakwood Drive | 555-890-1234 | 1FT7W2BT1EEA01234 | VWX234 |
| Wong | Michael | 8901 Pine Avenue | 555-901-2345 | 5XYZW3LT1DG012345 | YZA567 |
| Rodriguez | Juan | 4567 Cedar Street | 555-012-3456 | 1FMCU0DG1AKB01234 | BCD789 |
- 1:Lee
- 2:Wong
- 3:Rodriguez
- 4:Gonzalez
Audio Cross Referencing Sample Question
- 1:60
- 2:73
- 3:95
- 4:79
Top Test Advice for Cross Referencing Section – PrepTerminal’s CritiCall Rapid Prep offers practice for all test variations, helping candidates hone their skills and ensuring thorough preparation for this essential assessment.
CritiCall Data Entry
The Data entry section of the CritiCall Dispatcher Test evaluates emergency dispatchers’ ability to enter information quickly and accurately. It has text-based and audio-based formats. In text format, candidates input on-screen information, while in audio format, they type details from an emergency call recording.
Data Entry Sample Question
Last Name - Garcia
First Name - Maria
Address - 4321 Elm Street
Phone Number - 555-123-4567
VIN Number - 3KPC24A43KE012345
License Number - 8ABC123
Explanation:
Name - Maria Garcia
Phone Number - 555-123-4567
License Number - 8ABC123
Top Test Advice for Data Entry Section – Practicing for the data entry section is crucial for enhancing speed, accuracy, and multitasking skills. Candidates must efficiently enter data types, like names and addresses, while responding to messages within 15 seconds. Prepterminal’s CritiCall Rapid Prep provides comprehensive practice, ensuring candidates are prepared to succeed.
CritiCall Decision Making
The CritiCall Decision-Making Test is a vital part of the pre-employment evaluation for emergency dispatchers, assessing quick decision-making, long-term memory of formal rules, and determining the appropriate agency for handling emergencies.
PrepTerminal’s CritiCall Rapid Prep course provides thorough practice for this test, including:
- Text format: Candidates decide which agency should handle on-screen emergencies within 15 seconds, while simultaneously solving another task, testing multitasking skills.
- Vocal format: Less common, this format requires test-takers to verbally respond to scenarios, with their answers recorded and assessed later.
Decision Making Text Format Sample Question
A driver has called 911 to report a car accident on the highway with minor injuries.
- 1:Police
- 2:Fire
- 3:EMS
- 4:Utility
Decision Making Vocal Format Sample Question
A hotel manager has called 911 to report a gas leak in one of the hotel rooms.
- 1:Police
- 2:Fire
- 3:EMS
- 4:Utility
Top Exam Tip for Decision Making Section – With PrepTerminal’s realistic scenarios and time limits, candidates can sharpen their decision-making skills under pressure and effectively prepare for the CritiCall assessment.
Success Stories 4.8 879 Reviews
CritiCall Memory Recall
The CritiCall Memory Recall Test assesses your capacity to learn, recognize, and remember related information, a vital skill for dispatchers and call-takers.
The test has three formats:
Text format: You’ll see word pairs on the screen briefly before recalling and matching them.
Audio format (Alpha/Numeric): Listen to a sequence of numbers and letters, then input it from memory.
Audio format (Numeric): Hear a series of seven-digit phone numbers and input them after a short pause.
Memory Recall Text Format Sample Question
Maria - 555-123-4567
Jose - 555-567-8901
Memory Recall Audio Format Sample Question - Alpha Numeric
Memory Recall Audio Format Sample Question - Numeric
Top Exam Tip for Memory Recall Section – Avoid taking notes, as it will result in test failure. To prepare and enhance short-term memory skills, consider Prepterminal’s CritiCall Rapid Prep, which offers practice simulations for all formats.
CritiCall Reading Comprehension
The Reading Comprehension section of the CritiCall Dispatcher Test evaluates your understanding of job-related texts from operating procedures and training materials in communication centers. The test involves reading a passage and selecting the most accurate multiple-choice response, assessing your comprehension and reasoning skills.
Reading Comprehension Text Format Sample Question
Remote work has become more popular in recent years, and COVID-19 has accelerated this trend. This has resulted in benefits such as reduced commute times, greater flexibility, and access to a wider talent pool. However, communication and collaboration can be challenging for complex projects, and remote workers may experience feelings of isolation. Companies have invested in technology solutions and initiatives to foster a sense of community. Overall, remote work's benefits and challenges are likely to continue evolving.
- 1:Remote work has become increasingly popular in recent years.
- 2:One of the benefits of remote work is improved work-life balance.
- 3:Remote work has reduced the need for physical office spaces.
- 4:Communication and collaboration can be difficult for remote teams working on complex projects.
Top Exam Tip for Reading Comprehension Section – Applicants who struggle with the Reading Comprehension module may benefit from practicing their reading skills. Prepterminal’s CritiCall Rapid Prep, offer 10 practice simulations ranging from basic to advanced levels, to effectively prepare for the Reading Comprehension section.
CritiCall Vocal / Call Summarization
The Call Summarization Test assesses candidates’ abilities to comprehend and communicate information, distinguishing relevant details from irrelevant ones, crucial for dispatchers handling emergency calls.
The test has two parts: Summarization 1 and Summarization 2.
- In Summarization 1, candidates listen to a statement, then verbally repeat a specific part (e.g., an address) into the microphone, measuring their ability to understand spoken information, take notes, and summarize essential facts.
- Summarization 2 is more advanced, requiring detailed responses to provided information. Test administrators later assess the recorded responses to evaluate candidates’ abilities.
Vocal / Call Summarization 1 Sample Question
Listen to the recording and answer the question.
- 1:Caucasian, medium build, has a beanie, disguised.
- 2:Caucasian, medium build, wears a beanie, a hoodie, and pants.
- 3:Caucasian, medium build, wears a beanie, red band shirt, and torn pants
- 4:Caucasian, medium build, wears a red beanie, band shirt, and pants.
Vocal / Call Summarization 2 Sample Question
Listen to the recording and answer the question.
Where did the incident occur?
What is the name of the caller?
What is the nearest landmark to the incident?
Explanation:
Where did the incident occur?
- Carlyle Boulevard
What is the name of the caller?
- James O’Brien
What is the nearest landmark to the incident?
- The Princeton Exchange
Top Exam Tip for Vocal Summarization Section – To excel in the Call Summarization Test, consider our comprehensive resources and practice materials designed to prepare you for this crucial test section & enhancing your ability to process and communicate vital information during emergencies.
CritiCall Prioritization
The CritiCall Prioritization Test assesses candidates’ prioritization skills using multiple-choice questions based on decision rules.
Prioritization Sample Question
- A woman calls 911 from a local park reporting a child who appears to be lost and crying.
- A man calls 911 from his home reporting that he has accidentally ingested a poisonous substance and is feeling lightheaded and nauseous.
Top Exam Tip for Prioritization Section – Those who struggle with this module can improve their skills through PrepTerminal’s CritiCall Rapid Prep which offers realistic materials to enhance prioritization skills.
CritiCall Spelling
The CritiCall Spelling Test evaluates spelling skills, including similar-sounding words with different meanings. Accurate spelling is crucial for emergency communication to avoid delays. The test requires typing the missing word in an audio sentence. Homophones like “peek” and “peak” or confusing words such as “compliment” and “complement” can make the test challenging.
Spelling Sample Question
- 1:neccessary
- 2:neccesary
- 3:necessary
- 4:necesary
Top Exam Tip for Spelling Section – Candidates struggling with spelling may benefit from Prepterminal’s CritiCall Rapid Prep course, which offers targeted practice for commonly confused words. Our course prepares candidates to excel in the Spelling Test with confidence. Good luck mastering the CritiCall Spelling Test!
CritiCall Typing / Keyboarding
The Typing Section on the CritiCall Dispatcher Test evaluates typing speed (WPM) and accuracy, essential for 911 dispatchers and operators. Aim for at least 35 WPM to improve success chances.
In this test, type a provided text into an empty window. Use Backspace to fix mistakes, but it won’t count towards WPM. You have five minutes, with a timer displayed.
Typing / Keyboarding Sample Question
Top Exam Tip for Keyboarding Section – To excel, practice on a standard keyboard, as you’ll use one during the test. Balance speed and accuracy for clear communication. Prepterminal’s CritiCall Rapid Prep Page offers resources and practice materials to sharpen typing skills.
- Police: physical harm to a person, or damage to their property
- Fire: visible flames, smoke, fire alarm, or a confined space rescue
- EMS: medical emergency requiring trained medical personnel
- Utility: public water or electric power system problems, natural gas issues for home heating, or blocked sewer drainpipes.
How Is the CritiCall Dispatcher Test Scored?
Attention to Detail
| Module | Score to Qualify |
|---|---|
| Data Entry with Multi-Tasking | 60 KPM |
| Audio Data Entry with Multi-Tasking | 28 KPM |
| Keyboarding | 35 WPM |
| Cross-Referencing | 70% |
| Cross-Referencing with Audio | 70% |
| Character Comparison | 70% |
Basic Skills
| Module | Score to Qualify |
|---|---|
| Call / Vocal Summarization | 70% |
| Call / Vocal Summarization with Multi-Tasking | 70% |
| Reading Comprehension | 60% |
| Spelling Module | 70% |
| Sentence Clarity | 70% |
Dispatcher Skills
| Module | Score to Qualify |
|---|---|
| Memory Recall | 70% |
| Numeric Memory Recall with Audio | 70% |
| Suburban-Rural Map Reading | 70% |
| Prioritization | 70% |
How to Become a 911 Dispatcher - Application Process
- Meet minimum requirements: At least 18 years old, high school diploma, U.S. citizenship or permanent residency.
- Pass a pre-employment exam: This may include the Criticall test, assessing multitasking, decision-making, and data entry skills.
- Complete training and education: This may include classroom instruction, on-the-job training, and courses in emergency medical dispatch, CPR, and other relevant topics.
- Pass a background check: Including criminal history, drug screening, and driving record review.
- Complete an interview: Selected candidates will have an interview with the hiring team.
- Accept a job offer: Once offered the position, candidates must accept to start employment.
- Complete additional training: New dispatchers will undergo further training on agency procedures, policies, and technology.
911 Dispatcher Job Description
- Answering emergency calls promptly and gathering accurate information
- Coordinating with emergency responders and providing updates
- Monitoring emergency situations and providing ongoing support
- Instructing callers on performing basic first aid or other emergency procedures
- Accurately documenting each call
- Operating communication equipment to dispatch emergency responders and maintain communication with emergency personnel
- Following established safety protocols and procedures
CritiCall Background Check and Panel Interview
A Dispatcher Panel Interview evaluates dispatchers’ communication, critical thinking, and stress management skills. Interviewers ask operational, situational, and behavioral questions.
A background check will also be carried out to ensure that you have no felony convictions, and to make a qualitative assessment of any previous convictions on your record. This does not necessarily mean that any non-felony convictions will immediately disqualify you from the role – previous convictions are considered on a case-by-case basis. The Criticall Dispatch Primer System includes a full written module that explores the background check in full detail so that you can properly understand what to expect.
Prepterminal’s CritiCall Dispatch Primer System equips you with comprehensive training materials and practice exercises to excel in your Dispatcher Interview. It targets general and dispatcher-specific questions, offering insights into managing stress in high-pressure situations and handling panicked callers and angry truck drivers. With CritiCall Rapid Prep, you’ll confidently demonstrate your qualifications and ace any Dispatcher Panel Interview.
911 Dispatcher Interview Questions
- What motivated you to become a 911 dispatcher?
- Can you share your experience working in high-pressure environments?
- How do you handle stressful situations? Can you give an example?
- What would you do when handling multiple emergency calls simultaneously?
- How do you prioritize and multitask efficiently?
- How do you avoid mistakes and ensure accuracy in your work?
- Share a time when you made a quick decision based on limited information.
- How do you communicate calmly and professionally with callers in distress?
- Describe a time when you worked as a team to resolve a problem.
- What steps would you take if someone reported a non-emergency situation?
911 Dispatcher Background Check - What You Need to Know
911 dispatchers play a crucial role in emergency response, so it’s essential to ensure they meet certain requirements and have a clean background. Therefore, a standard part of the hiring process is conducting a thorough background check, which includes criminal record, employment history, and driving record reviews. Additional assessments, such as credit checks, drug testing, and psychological evaluations, may also be conducted by some agencies.
Criminal Record Check
The criminal record check searches state and federal criminal databases for past criminal activities, convictions, or charges. Candidates with a criminal history or convictions may be disqualified.
Employment History Verification
Employment history verification confirms the accuracy of the applicant’s work experience, identifying false information and ensuring they have the necessary experience.
Driving Record Check
Driving record checks are conducted to ensure that dispatchers can communicate with emergency responders while driving. A poor driving record with multiple violations or accidents may disqualify applicants.
Credit Checks, Drug Testing, and Psychological Evaluations
Credit checks, drug testing, and psychological evaluations help assess candidate suitability by revealing financial responsibility, detecting illegal substances, and identifying potential mental health issues that could affect job performance.
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