Apco Public Safety Telecommunicator 1 EXPECTED
QUESTIONS WITH VERIFIED ANSWERS
Question 1.
True/False:
The term "PSAP" stands for "Public Safety Access Point".
ANSWER
False
Question 2.
True/False:
Professionalism is defined by who you are, what you do, and how others perceive you.
ANSWER
True
Question 3.
True/False:
Ethics involves an individual's personal, professional, and organizational rules of conduct.
ANSWER
True
Question 4.
True/False:
The three primary disciplines of public safe-
ty communications are law enforcement communications, fire service communications, and
emergency management communications.
ANSWER
False
,Question 5.
True/False:
The term "vital services" defines the primary functions or tasks of public safety communications
systems.
ANSWER
True
Question 6.
True/False:
Quality Assurance programs in the PSAP include actions taken to ensure that standards and
procedures are met and followed.
ANSWER
True
Question 7.
True/False:
A policy is a guide to action, and a procedure is a guide to thinking.
ANSWER
False
Question 8.
True/False:
Because the telecommunicator cannot see callers on the phone, nonverbal communication plays no
part in handling public safety calls for service.
ANSWER
False
Question 9.
True/False:
A question that cannot be answered "yes" or "no" is referred to as an open-ended question.
ANSWER
True
, Question 10.
True/False:
When called upon to testify in a legal case, keep answers simple, and if at possible answer yes or no.
ANSWER
True
Question 11.
True/False:
Repeating in a short declarative statement the emotions or feelings the speaker is communicating is
applying the active listening technique of paraphrasing.
ANSWER
False
Question 12.
True/False:
An observation is based on assumptions and an inference is based on facts.
ANSWER
False
Question 13.
True/False:
As part of customer service, callers expect to talk to a professional, be treated with courtesy, and speak
to a person who can solve their problem.
ANSWER
True
Question 14.
True/False:
Giving legal advice and/or personal opinions to callers is all part of a telecommunicator's job.
ANSWER
False
QUESTIONS WITH VERIFIED ANSWERS
Question 1.
True/False:
The term "PSAP" stands for "Public Safety Access Point".
ANSWER
False
Question 2.
True/False:
Professionalism is defined by who you are, what you do, and how others perceive you.
ANSWER
True
Question 3.
True/False:
Ethics involves an individual's personal, professional, and organizational rules of conduct.
ANSWER
True
Question 4.
True/False:
The three primary disciplines of public safe-
ty communications are law enforcement communications, fire service communications, and
emergency management communications.
ANSWER
False
,Question 5.
True/False:
The term "vital services" defines the primary functions or tasks of public safety communications
systems.
ANSWER
True
Question 6.
True/False:
Quality Assurance programs in the PSAP include actions taken to ensure that standards and
procedures are met and followed.
ANSWER
True
Question 7.
True/False:
A policy is a guide to action, and a procedure is a guide to thinking.
ANSWER
False
Question 8.
True/False:
Because the telecommunicator cannot see callers on the phone, nonverbal communication plays no
part in handling public safety calls for service.
ANSWER
False
Question 9.
True/False:
A question that cannot be answered "yes" or "no" is referred to as an open-ended question.
ANSWER
True
, Question 10.
True/False:
When called upon to testify in a legal case, keep answers simple, and if at possible answer yes or no.
ANSWER
True
Question 11.
True/False:
Repeating in a short declarative statement the emotions or feelings the speaker is communicating is
applying the active listening technique of paraphrasing.
ANSWER
False
Question 12.
True/False:
An observation is based on assumptions and an inference is based on facts.
ANSWER
False
Question 13.
True/False:
As part of customer service, callers expect to talk to a professional, be treated with courtesy, and speak
to a person who can solve their problem.
ANSWER
True
Question 14.
True/False:
Giving legal advice and/or personal opinions to callers is all part of a telecommunicator's job.
ANSWER
False
