Emergency Telecommunicator Certification Practice Exam

In domestic violence scenarios, what type of questions may be most helpful for the caller?

1. Open-ended questions

2. Multiple-choice questions

3. Yes or no questions

4. Reflective questions

The correct answer is: Yes or no questions

In domestic violence scenarios, open-ended questions are often the most helpful for callers. These questions encourage the caller to express their feelings, experiences, and details about their situation without being limited to a simple response. By allowing the caller to elaborate, telecommunicators can gather essential information, better understand the context of the situation, and assess the urgency and complexity of the caller's needs. While yes or no questions may appear straightforward, they can limit the depth of information the telecommunicator receives. This might hinder the ability to assess the situation accurately and provide appropriate assistance. On the other hand, reflective questions serve to clarify and rephrase what the caller has shared, which can foster trust and show empathy but may still not provide the comprehensive details needed in such urgent scenarios. Using open-ended questions fosters a more in-depth dialogue, empowering the caller to disclose critical information necessary for an effective response, safety planning, or resource provision. This practice is particularly important in sensitive situations like domestic violence, where complexity, fear, and trauma are often present.