EMD Test Questions With 100% Correct Solutions (solved 2024)

(solved 2024) EMD Test Questions With 100% Correct Solutions Effective quality improvement is: - Correct Answer- A continuous process designed to improve human performance through measurement, feedback, and education To recertify as an IAED emergency dispatcher (one disapline), you must verify completion of at least ____ hours of approved CDE during the recertification process - Correct Answer- 24 The motto of any quality improvement effort should be: - Correct Answer- "Let's catch them doing it right!" Individual feedback should always be provided in private. Composite feedback (for the agency and for each shift) should be posted for everyone to see - Correct Answer- True Continuing dispatch education should be part of any quality improvement - Correct Answer- True List seven protocol components evaluated in case review: - Correct Answer- a. case entry b. chief complain selection c. key question d. dispatch life support questions e. diagnostic and instruction tools f. final coding g. customer service ANI/AlI information should always be verified to ensure accuracy - Correct Answer- True when calling for help, the caller may hear more ring tines than the calltaker does - Correct Answer- True in effective telecommunication, volume is generally more important than rate - Correct Answer- False when working with a caller with mental illness who is suffering from hallucinations or delusions, you should: - Correct Answer- Inform the caller that you see things differently and acknowledge the fact that people have the right to see things their own way _______ allows speech-and hearing-impaired callers communicate with call takers by signing their message to an interpreter - Correct Answer- Video relay Studies show that ECCS for most emergency callers in between: - Correct Answer- 1 and 2 The "hysteria threshold" refers to: - Correct Answer- The point at which a caller loses control over her/his action and emotions When using the repetitive persistence technique, the caller should repeat a statement verbatim using a firm but caring tone. The statement should include: - Correct Answer- An action and a reason for this action Silent "gaps" during a call can elevate caller anxiety - Correct Answer- True List five techniques for working with child callers: - Correct Answer- a. ask to speak to an adult when necessary b. get to the child's level c. determine the correct address d. determine the correct callback number e. tell the child to stay on the line List three questions you should ask yourself when working with foreign-language callers: - Correct Answer- a. does the caller know enough of my language to communicate b. how do I obtain foreign-language support c. when should I send the intial response List four techniques of call management: - Correct Answer- a. minimize call-processing gaps b. focus on the callers message, not the way it'a delivered c. acknowledge the callers emotion d. use calming techniques throughout the call Select the best definition for "code of ethics" from the following list: - Correct Answer- Standards of conduct established by a professional organization Which of the following best describes a difference between criminal and civil law? - Correct Answer- Civil law exists to resolve conflicts between individuals and/or organizations. Criminal law is enacted to protect society