APCO Module 4 Exam All Possible Questions and Answers with complete solution

Explain why it is important to answer calls promptly. - Answer-Each ring of the telephone seems like an eternity to the caller. The longer the caller waits, the more they slip into a crisis state. Describe why the telecommunicator should never assume multiple calls regarding the same incident are redundant or irrelevant. - Answer-New callers may: - have a better view, understanding or position of relaying information - have more current or more detailed information - calling from inside fire scene and may be in danger - reporting a completely different incident Describe the call processing techniques for displaying professionalism and courtesy. - Answer-- Speak directly into the telephone mouthpiece - Use appropriate tone and manner of speech - Show interest in the caller - Take charge of conversation - Explain holds, pauses, and delays - Explain referrals - Never argue with the caller Define "pertinent information" - Answer-The information needed to get response units to the incident location. The information needed to prepare the response units to deal with what may confront them when they get there. Describe the pertinent information that should be gathered under the category of "where". - AnswerStreet address, business/building name, subdivision, landmarks, other identifying information and cross streets. Colors of houses/buildings, color/make of cars out front, resident's name, gate codes, building letters/numbers, individual's apartment numbersExplain what is meant by the "location within the location." - Answer-where at the location or within the incident is occurring such as room number, specific room, etc. Describe the pertinent information that should be gathered under the category of "what." - AnswerNature of the incident; helps to determine if a life threatening or medical situation exists. Describe the pertinent information that should be gathered under the category of "when" - AnswerNeed to know specific time frame. Ask questions in present tense. Keep caller focused on what is happening now and what type of assistance is needed NOW. Explain why it may be necessary to gather person and/or vehicle descriptions. - Answer-They could have been involved or might have other information pertinent to the incident. Explain what the acronym "CYMBALS" stands for. - Answer-C - Color Y - Year M - Make/Model B - Body A - Additional Information L - License Plate S - State of Plate Describe the pertinent information that should be gathered under the category of "who - caller information." - Answer-Location, name, call back number. State what the telecommunicator should not interject into call information. - Answer-Personal viewpoints, opinions, supposition, theories, guesses, assumptions or superior knowledge. Summarize the suggestions for handling emotional callers. - Answer-Use a calm, confident, decisive tone of voice. Be firm and in charge. Focus on the big picture. Never argue with the caller.Persistent Repetition. Summarize the suggestions for handling child callers. - Answer-Don't judge severity of call by level of emotion expressed. Ask questions one at a time. Use simple, easy to understand words and phrases. May need to repeat or rephrase questions. Always reassure them they did the right thing calling 911. Always ask if adults are available. Summarize the suggestions for handling elderly callers. - Answer-Take time to reassure caller and the you're there to help. Summarize the suggestions for handling intoxicated callers. - Answer-Remain professional. Control the call. Gather pertinent information. Dispatch assistance if required