Etc Study Guide| 115 Questions With 100% Correct Answers 2024 Latest Update

In order to become a successful emergency telecommunicator, a combination of the following is required: Training and temperament The IAED enforces its code of ethics by withholding or revoking the certifications of those who fail to agree to, or uphold, these standards True When faced with an ethical dilemma in the communication center, the ETC should FIRST: Follow established protocol, procedure, and policy A procedure that has been highly defined, structured, and placed into a reference system is known as a: Protocol Why must the response to calls for service be standardized? What can happen if one caller is provided a level of service that is different from that provided to another caller in a similar situation? By using the protocol, call-takers provide every caller with the same level of care, regardless of the experience level of the call-taker. Without such a protocol, the services provided by a communication center would be inconsistent and untested. Why would it be important for any single employee to be able to assume all emergency telecommunication roles, depending on the situation? How can you better prepare yourself to assume any ETC role if needed. So that if someone were to call off or it were to be too bust, they can get help to callers in a timely manner. You can be prepare yourself by asking to work both roles and maybe work somewhere where you work both roles. Why is it important to know the geography of the community you serve? So you can give the response teams clear directions and so fire and ems can efficiently reach their destination while knowing their limits. What is an ethical dilemma? When and how can it occur? An ethical dilemma is when a choice needs to be made between two conflicting but morally similar options. They occur when something in your own personal system of ethics and values conflicts with policy, procedure, and protocol. Wireless internet devices connect to the internet using: Wi-Fi Cell phone networks are divided into specific areas called cells, each has their own: 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. True What does the acronym TDD stand for? Telecommunications device for the deaf What does the acronym VoIP stand for? 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: ALI (Automatic location identification) What does the acronym CAD stand for? Computer-aided dispatch The total number of emergency calls had increased dramatically due to wireless technology. True As an ETC, when you receive an emergency call from a cell phone, what information accompanies the call and appears on the ANI/ALI display? What must you do to determine the location of the call from a cell phone number? When the call arrives, it carries data about the number of that phone that was used to call emergency services. Ask the caller for their location and use GPS and other mapping services In the context of the communication process, the "medium" is: 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 True Diction refers to: the choice of works and phrases used to communicate Active listening requires the ETC to tune out distractions and focus on the caller's message True ETCs are morally, and in many cases legally, obligated to Ensure confidentiality of intimate/sensitive information about the caller/patient/victim Given any specific type of incident, there must be no difference in: The level of service that each call-taker 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. Fourth-party caller When the ETC needs to verify address/location information provided by the caller, it is recommended that the ETC: Ask the caller to repeat the information The two basic types of customers with whom emergency telecommunicators must interact are: Internal and external Public trust is fragile and can be severely impaired by one negative expierence True In the context of emergency telecommunication, ECCS stand for: Emotional Content and Cooperation Score Studies show that the ECCS for most emergency callers is between: 1 and 2 The hysteria threshold refers to: The point at which a caller loses control over his/her actions and emotions When using the repetitive persistence technique, the call-taker should: 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: Obtain foreign language support, if available One effective technique for reducing the negative effect of call-taking gaps is to: Tell the caller what you are doing and why What is the purpose of the emotional content and cooperation score? They utilize a scale based on the caller's tone and level of cooperation How can understanding of how callers may behave help you to manage their behavior? It can help you understand how they're going to behave to a situation. They can use the understanding of the behavior to help calm they down. Describe hoe extended gaps in the questioning process can affect the caller's behavior? Gaps can elevate caller anxiety Emergency number calls can be broadly classified into requests for which three types of services? Law enforcement/police, fire/rescue, and emergency medical services(EMS) The priority level of a call is determined by: Protocol, procedure, and policy Law enforcement/police situations tend to be dynamic in nature. True Law enforcement/police calls are sorted into which three categories based on the time of occurrence? In progress, just occurred, and past events For many law enforcement/police calls, the most important characteristics of event is: The time elapsed since the incident occurred. An unlawful attack or attempted attack upon another person is: An assault. In domestic disturbance/violence scenarios in which the caller is currently in danger, it may be helpful to: Ask the caller yes or no questions A delay in response to an active assailant situation can lead to increased casualties and greater chaos and confusion. True Excited delirium is a very rare but potentially fatal condition that causes: Bizarre and aggressive behavior What impact does the proper classification of calls for service have on the outcome of the call? The priority level assigned to each call helps determine the response. What are the primary considerations of an emergency call-taker when handling a law enforcement call for an incident in progress. Who the person is, if they have a weapon, what they look like, and what exactly is happening. Perhaps more than any other service, fire/rescue responses depend on: Accurate call classification Which term refers to a mobile unit that responds to the scene of a fire/rescue incident Apparatus Call classification involves sorting and prioritizing calls for service based on incident type and urgency. True The Incident Command System is a standardized and hierarchical approach the: Command, control, and coordination of emergency response.