APCO Public Safety Telecommunicator Questions & Answers Already Graded A+

T or F Emergency calls can come in on any line? - TRUE T or F Attempt to provide the caller with alternatives, suggest other options, but never give legal advice. - TRUE The most important information we need to obtain from the caller is ______ since no other information will be helpful without the ________. - Location, location The acronym ______ is used to obtain information on vehicles. - Cymbals Verify the ______ before ending the call to make sure you have the correct information. - Address An accurate description of ______ is critical information for response units. - Weapons Record facts as they are received. Never rely on ______. - Memory A technique to calm a hysterical caller is ________. - Persistent Repetition Good ______ means treating callers with diligence, consideration and respect. - Customer Service Sending brief messages such as "oh I see", "of course" ... are examples of ______ communications. - Non-verbal A question that cannot be answered "yes" or "no" is a/an ________ - Open Ended Question_______ is a brief restatement of the sender's main points in your own words. - Paraphrasing ________ are based on assumptions. - Inference ___________ are based on facts. - Observations ________ is repeating in a short declarative statement the emotions or feelings the sender is communicating. - Reflective Feelings The 5 components of the communications cycle are: - a. Sender b. Receiver c. Message d. Medium e. Feedback __________ involves demonstrating an interest and understanding in what is being said by staying focused, asking questions, listening for the main point and listening for the rationale behind what is being said. - Active Listening Physically signaling that you are listening is called ______ - Non-verbal Attending PSAP is the acronym for: a. Public Safety Access Point b. Public Safety Acceptance Point c. Public Safety Answering Point d. Public Safety Accessory Point - C. Public Safety Answering Point______ involves an individual's personal, professional and organizational rules of conduct. It includes opinions and feelings about certain manners and behavior. - Ethics ______ is defined by who you are, what you do and how others perceive you? - Professionalism The 3 primary fields of public safety communications are: - 1. Law Enforcement 2. Fire Services 3. EMS PSAP informational resources are such things as: - - Mapbook - Telephone Book - CAD (Computer Aided Dispatch) - Internet Search Engine - Cross Reference & City Directory -Other Resources A ______ is a guide to thinking and a ________ is a guide to action. - Policy, procedure