Iaed Etc Course |124 Questions And Answers 2024

In order to become a successful emergency telecommunicator, a combination of the following is required: a. training and temperament b. vision and values c. time and interest a. training and temperament If a field unit needs a certain type of assistance, it is usually up to that field unit to locate, notify, and coordinate the additional resources. a. true b. false b. false The IAED (the academy) enforces its Code of Ethics by withholding or revoking the certifications of those who fail to agree to, or uphold, these standards. a. true b. false a. true When faced with an ethical dilemma in the communication center, the ETC should FIRST: a. ask the nearest coworker for help b. consult his or her attorney c. follow established protocol, procedure, and policy d. follow his or her instincts c. follow established protocol, procedure, and policy A procedure that has been highly defined, structured, and placed into a reference system is known as a: a. protocol b. guideline c. logarithm d. policy a. protocol In this course, the "three P's" refer to: a. politeness, privilege, and politics b. professionalism, priority, and public service c. protocol, procedure, and policy d. party (of caller), Pre-Arrival Instructions, and Post-Dispatch Instructions c. protocol, procedure, and policy Wireless internet devices (such as smart phones) connect to the internet using: a. fiber-optic cables b. Wi-Fi c. copper wires d. operators b. Wi-Fi Cell phone networks are divided into specific areas called cells, each with its own: a. internet server b. antenna c. cell phone company/provider d. Wi-Fi router b. antenna Prior to the development of emergency number technology, either the caller or the operator had to try to figure out which agency or department emergency calls should go to, based on the caller's location: a. true b. false a. true What does the acronym TDD stand for? a. telecommunications device for the deaf b. telecommunicator dial-up dispatch c. text to dispatch data d. total disaster danger a. telecommunications device for the deaf What does the acronym VoIP stand for? a. Victim of Internal Prejudice b. Video Over Immobile Phones c. Value of Information Privacy d. Voice Over Internet Protocol d. Voice Over Internet Protocol The technology that allows an ETC to take an automatic number identification (ANI) number and "dip" it into an address database is called: a. ALI (automatic location identification) b. ALI (accurate location identification) c. ELI (every location identified) d. ELI (emergency locations identified) a. ALI (automatic location identification) What does the acronym CAD stand for? a. caller advisement documentation b. communications after a disaster c. computer-animated device d. computer-aided dispatch d. computer-aided dispatch The total number of emergency calls has increased dramatically due to wireless technology: a. true b. false a. true In the context of the communication process, the "medium" is: a. a volume that is not too loud and not too soft b. the sender of the message c. the message d. how the message is conveyed d. how the message is conveyed In the context of the communication process, "noise" can occur when you are thinking about something else and essentially blocking out most or all of an incoming message: a. true b. false a. true Diction refers to: a. the choice of words and phrases used to communicate b. the speed at which we talk c. producing the sounds of speech, including articulation and intonation d. the high and low notes produced during speech a. the choice of words and phrases used to communicate It is good practice for ETCs to try to impress callers by using specialized language: a. true b. false b. false Active listening requires the ETC to tune out distractions and focus on the caller's message: a. true b. false a. true ETCs are morally, and in many cases legally, obligated to: a. work overtime b. always stay on the line with the caller until the responders arrive c. ensure confidentiality of intimate/sensitive information about the caller/patient/victim d. inform the news media when a significant incident has been reported by a caller c. ensure confidentiality of intimate/sensitive information about the caller/patient/victim Explaining to a caller what is happening and why should be avoided because it wastes valuable time and increases response times: a. True b. False b. false Given any specific type of incident, there must be no difference in: a. the level of service that each calltaker in the agency provides b. response times c. the calltaker's pitch/inflection d. the caller's responses to the calltaker's questions a. the level of service that each calltaker in the agency provides A _______________________________ could be a referring agency, an alarm company, or a person that generally lacks personal, direct knowledge but was asked or told by someone else to summon help: a. first-party caller b. second-party caller c. third-party caller d. fourth-party caller d. fourth-party caller When the ETC needs to verify address/location information provided by the caller, it is recommended that the ETC: a. repeat the information back to the caller b. ask the caller to repeat the information c. move forward with the questioning by skipping verification d. repeat the address question to the caller using a loud voice b. ask the caller to repeat the information For the caller, the perceived response time is often not as long as the actual response time: a. true b. false b. false The two basic types of customers with whom emergency telecommunicators must interact are: a. internal and external b. calm and hysterical c. professionals and amateurs d. elderly and young children a. internal and external Public trust is fragile and can be severely impaired by one negative experience: a. true b. false a. true In the context of emergency telecommunication, ECCS stands for: a. Early Childhood Communication System b. Elderly Customer Communication System c. Emotional Cohesion and Correction Score d. Emotional Content and Cooperation Score d. Emotional Content and Cooperation Score Studies show that the ECCS for most emergency callers is between: a. 1 and 2 b. 2 and 3 c. 3 and 4 d. 4 and 5 a. 1 and 2 Most emergency number callers are too upset to communicate effectively: a. true b. false b. false The hysteria threshold refers to: a. callers who don't act on their reflexive reactions during stressful events b. defensive actions taken by calltakers who have been offended by a caller c. the point at which a caller loses control over his/her actions and emotions d. callers who have calmed down and suddenly become emotional again c. the point at which a caller loses control over his/her actions and emotions When using the repetitive persistence technique, the calltaker should: a. repeat a statement verbatim using a firm but caring tone b. ask the caller to repeat each statement c. resist the temptation to ask the caller to do something more than once d. repeat each question asked at least once a. repeat a statement verbatim using a firm but caring tone When an ETC is having trouble communicating with a caller who primarily speaks a foreign language, the ETC should: a. talk louder b. ask the caller to repeat the information c. obtain foreign language support, if available d. use active listening to understand the caller better c. obtain foreign language support, if available When communicating with a caller suffering from hallucinations or delusions, you should challenge the caller's false assertions and beliefs: a. true b. false b. false One effective technique for reducing the negative effect of calltaking gaps is to: a. fill the gap with music or casual conversation b. tell the caller what you are doing and why c. ignore the gaps - the caller won't be anxious about them if you're not d. tell the caller to just keep talking b. tell the caller what you are doing and why Emergency number calls can be broadly classified into requests for which three types of services? a. in-progress, just-occurred, and past-event b. law enforcement/police, fire/rescue, and emergency medical services (EMS) c. call classification, protocol, and time categories d. ECHO, DELTA, and CHARLIE b. law enforcement/police, fire/rescue, and emergency medical services (EMS) The priority level of a call is determined by: a. emergency telecommunicators b. the number of people involved in the incident c. protocol, procedure, and policy d. the caller c. protocol, procedure, and policy Law enforcement/police situations tend to be dynamic in nature: a. true b. false a. true Law enforcement/police calls are sorted into which three categories based on the time of occurrence? a. call classification , protocol, and procedures b. in progress, just occurred, and past event c. law enforcement/police, fire/rescue, and emergency medical services (EMS) d. anticipated, just missed, and assumed b. in progress, just occurred, and past event For many law enforcement/police calls, the most important characteristic of the event is: a. how upset the caller is b. how cooperative the caller is c. the exact location of the incident d. the time elapsed since the incident occurred (time of occurrence) d. the time elapsed since the incident occurred (time of occurrence) All law enforcement/police calls are actual emergencies, regardless of whether they come in over an emergency line or administrative line: a. true b. false b. false An unlawful attack or attempted attack upon another person is: a. an assault b. a robbery c. an abduction d. a larceny a. an assault In domestic disturbance/violence scenarios in which the caller is currently in danger, it may be helpful to: a. break protocol or agency procedures and policies b. ask the caller "yes" or "no" questions c. assume that every caller is the aggressor d. dispatch responding officers with as little information as possible b. ask the caller "yes" or "no" questions A delay in response to an active assailant (shooter) situation can lead to increased casualties and greater chaos and confusion: a. true b. false a. true Excited delirium is a very rare but potentially fatal condition that causes: a. lasting inability to stand or communicate b. bizarre and aggressive behavior c. an irrational need to avoid people and noise d. poor cognitive ability and reoccurring chest pain b. bizarre and aggressive behavior