17 Emergency Medical Dispatcher Interview Questions and Answers

Emergency medical dispatchers are the first people to answer 911 calls. They must stay calm under pressure, assess the emergency, and provide lifesaving instructions to the caller. They also work with emergency medical services (EMS) to coordinate the response to the emergency.

If you want to work as an emergency medical dispatcher, you’ll need to be able to answer a range of questions during your job interview. This guide will help you prepare for some of the most common emergency medical dispatcher interview questions.

Are you comfortable working in a high-pressure environment where you need to make quick decisions?

This question can help the interviewer determine if you have the ability to work in a fast-paced environment and make decisions quickly. Use examples from your experience that show how you handle pressure well and make quick, accurate decisions.

Example: “In my current role as an emergency medical dispatcher, I often receive calls where patients are experiencing severe pain or other life-threatening symptoms. In these situations, I need to act quickly to gather information about the patient’s condition and their location so I can send first responders to help them. I find that having a calm demeanor helps me stay focused on gathering important details while remaining empathetic to the caller.”

What are some of the most important skills an emergency medical dispatcher should possess?

This question is an opportunity to show the interviewer that you possess the skills necessary for this role. You can answer this question by listing some of the most important skills and explaining why they are important.

Example: “The two most important skills I think an emergency medical dispatcher should have are excellent communication skills and problem-solving skills. Communication skills are essential because you need to be able to clearly relay information to both patients and healthcare providers. Problem-solving skills are also important because you may encounter challenging situations during your workday, such as a patient who is unable to communicate their symptoms or a caller who is in distress. Having these skills allows me to assess each situation and find solutions.”

How would you handle a situation where you have limited information about a caller’s emergency?

This question can help interviewers assess your problem-solving skills and ability to gather information quickly. In your answer, explain how you would use your critical thinking skills to make a decision about the caller’s situation.

Example: “If I had limited information about a caller’s emergency, I would ask them questions that could help me understand more about their situation. For example, if they were calling from a cell phone, I would ask for their location so I could send an ambulance to their exact location. If they were calling from home, I would ask what floor they are on or what room they are in so I could dispatch police officers to their location.”

What is the most challenging situation you have encountered as an emergency medical dispatcher?

This question can help interviewers understand how you handle challenging situations and what your thought process is when faced with a problem. When answering this question, it can be helpful to describe a specific situation that you overcame or the steps you took to solve the issue.

Example: “The most challenging situation I have encountered as an emergency medical dispatcher was when I had to call in a helicopter for a patient who was experiencing cardiac arrest. The patient was located on a mountain trail, so we needed to coordinate with multiple agencies to ensure the helicopter could land safely. In this situation, I worked closely with other dispatchers to make sure all of our bases were covered before calling in the helicopter.”

Provide an example of when you provided excellent customer service as an emergency medical dispatcher.

Customer service is an important skill for emergency medical dispatchers to have. Employers ask this question to learn more about your customer service skills and how you’ve used them in the past. When answering this question, think of a time when you helped a caller with their problem or answered their questions. Try to focus on specific details that show how you provided excellent customer service.

Example: “When I worked as an emergency medical dispatcher, I had a call from a woman who was having contractions. She wasn’t sure if she should go to the hospital yet because her baby wasn’t due for another month. I talked to her for several minutes while asking her questions about what she was experiencing. After hearing all of her symptoms, I told her it would be best to head to the hospital right away. She thanked me for my help and said she felt much better after talking to me.”

If a caller is unable to provide you with their exact location, how would you assist them in finding it?

This question is an opportunity to show your problem-solving skills and ability to stay calm under pressure. Your answer should demonstrate that you can use your critical thinking skills to help a caller find their location, even if they are unsure of it or unable to provide the information.

Example: “If a caller cannot give me their exact location, I would first ask them for nearby landmarks or street names. If they still cannot provide me with this information, I would ask them what direction they are facing and how many miles away from the hospital they are. Then, I would call the hospital and ask the front desk staff to look out the window and tell me which roads and landmarks they see. From there, I could determine the caller’s approximate location.”

What would you do if you thought a caller was lying about their emergency?

This question can help interviewers assess your ability to handle challenging situations. In your answer, explain how you would use your communication skills and problem-solving abilities to determine whether the caller was telling the truth or not.

Example: “If I thought a caller was lying about their emergency, I would first try to get more information from them by asking open-ended questions. If they were still being evasive, I would ask for their name and call back the number later to see if it’s a valid one. If the person is indeed in danger, I would make sure that they are safe before ending the call.”

How well do you know the local area and its emergency services?

The interviewer may ask this question to see if you have experience working in the area where they’re hiring. If you don’t, they may want to know how familiar you are with the local emergency services and what resources you can use to learn more about them.

Example: “I’ve worked as an emergency medical dispatcher for five years now, and I’m very familiar with the local area. In fact, I grew up here, so I know a lot of the streets by heart. I also regularly check the websites of all the local emergency services to stay updated on their latest news and events.”

Do you have any experience working with 911 software?

This question can help the interviewer determine your comfort level with using software that helps you perform your job. If you have experience working with 911 software, share what you liked about it and how it helped you do your job more efficiently. If you don’t have any experience with this type of software, explain why you would be comfortable learning to use it if hired.

Example: “I’ve worked in my current position for five years now, so I haven’t had a chance to work with 911 software yet. However, I am very tech-savvy and enjoy learning new things, so I think I could pick up on it pretty quickly.”

When is the appropriate time to transfer a caller to another department?

This question can help interviewers determine your knowledge of the emergency response process and how you interact with callers. Use examples from previous experience to show that you understand when it’s appropriate to transfer a caller to another department or agency.

Example: “In my last role, I had a caller who was looking for information about their local police department. When I asked them what they were calling about, they said they wanted to report a crime but didn’t know which department handled that type of situation. In this case, I transferred the caller to the non-emergency number for the police department so they could speak with someone who could provide the assistance they needed.”

We want to improve our response time. What strategies would you use to encourage callers to remain on the line and provide more information?

This question can help the interviewer understand how you might encourage callers to stay on the line and provide more information. This is important because it helps emergency medical dispatchers gather as much information as possible, which can improve response times. In your answer, try to explain what strategies you would use to encourage callers to remain on the line and provide more information.

Example: “I would first ask them if they are safe and if there’s anything else I can do to help them. If they’re not in immediate danger, I would tell them that we need a little bit more information before we can send an ambulance or other emergency services. For example, I would ask them for their location, what happened and any additional details they can provide.”

Describe your process for calming down an upset caller.

When working as an emergency medical dispatcher, you may encounter callers who are upset or in a state of panic. Employers ask this question to make sure that you have the skills and experience needed to calm down these callers and help them get through their situation. In your answer, explain how you would use your interpersonal skills to help the caller feel more comfortable and confident about what they need to do next.

Example: “I once had a caller who was frantic because her child wasn’t breathing well. I talked to her calmly and reassured her that we were going to send help right away. She calmed down after hearing my voice and started giving me more information about where she was and what happened. After getting all the details from her, I told her that help was on its way and that everything was going to be okay.”

What makes you stand out from other candidates for this position?

Employers ask this question to learn more about your qualifications and how you can contribute to their team. When answering this question, it can be helpful to highlight a skill or experience that makes you unique from other candidates. You may also want to mention any certifications you have in emergency medical dispatching.

Example: “I am certified as an Emergency Medical Dispatcher Level II by the National Academy of Emergency Dispatch. This certification shows I have completed over 1,000 hours of training and passed a national exam. It is important for me to stay up-to-date on new technology and best practices when working with patients. In my last role, I was able to implement a new software program that helped our department improve patient care.”

Which emergency services do you have the most experience working with?

This question can help the interviewer determine if you have experience working with their department. It can also show them what your previous employers thought of your work ethic and skills. When answering this question, it can be beneficial to mention a specific project or accomplishment that involved the emergency service they represent.

Example: “I’ve worked primarily with fire departments in my career so far, but I am open to learning more about other services as well. In my last position, I helped train new dispatchers on how to handle calls for police assistance. This was an important part of our training program because we wanted all employees to be able to answer any call that came through.”

What do you think is the most important thing an emergency medical dispatcher can do?

This question is a great way to see how the candidate prioritizes their work. It also gives you insight into what they think makes them valuable as an employee. When answering this question, it can be helpful to list several things that are important and then explain why each one is important.

Example: “I believe the most important thing an emergency medical dispatcher can do is listen. I know that sounds simple, but it’s so important because it allows me to gather all of the information I need from the caller. If I don’t listen well, I might miss something important or forget to ask about something later. Listening also helps me understand the situation better, which can help me provide more effective instructions.”

How often do you think dispatchers should take breaks?

Employers ask this question to make sure you understand the importance of taking breaks during your shift. They want to know that you will take regular breaks and not work through them, which can be dangerous for both yourself and the patients you’re helping. In your answer, explain how important it is to take breaks and share what strategies you have for making sure you don’t get distracted while on break.

Example: “I think dispatchers should take a five-minute break every hour. This gives me enough time to stretch my legs and refresh myself without getting distracted from my job. I also think we should take a longer break after every three calls so we can process everything we’ve just experienced.”

There is a high volume of calls on your shift. How do you stay focused on each caller?

This question can help the interviewer understand how you manage a high volume of calls and stay focused on each caller. Use your answer to highlight your ability to multitask, prioritize tasks and maintain focus in stressful situations.

Example: “I have experience working with a high volume of calls at my current position as an emergency medical dispatcher. I find that it’s important to remain calm and focused during these shifts because there are so many people who need assistance. To stay focused, I try to take deep breaths between calls and remind myself that I am here to help those in need. This helps me stay present and focused on the call.”