Priority Dispatch
IN norder to become a successful emergency telecommunicator, combination of the
following is required - ANStraining 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 - ANSFalse
The IAED enforces its Code of Ethics by withholding or revoking the certifications of those
who fail to agree to, or uphold, these standards - ANSTrue
When faced with an ethical dilemma in the communication center, the ETC should FIRST -
ANSfollow established protocol, procedure, and policy
A procedure that has been highly defined, structured, and placed into a reference system is
known as a - ANSprotocol
In this course the 3 P's refer to - ANSprotocol, procedure, and policy
Wireless internet devices connect to the internet using - ANSwi-fi
Cell phone networks are divided into specific areas called cells, each with its own -
ANSantenna
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 call should go to, based on
the caller's location. - ANStrue
What does the acronym TDD stand for - ANStelecommunications device for the deaf
What does the acronym VoIP stand for - ANSVoice 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 - ANSALI (automated location idenification)
What does the acronym CAD stand for - ANScomputer aided dispatch
The total number of emergency calls has increased dramatically due to wireless technology -
ANStrue
In the context of the communication process, the "medium" is - ANShow 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 - ANStrue
, Diction refers to - ANSthe choice of words and phrases used to communicate
It is good practice for ETC's to try to impress callers b using specialized language - ANSfalse
Active listening requires the ETC to tune out distractions and focus on the caller's message -
ANStrue
ETC's are morally, and in many cases legally, obligated to - ANSensure 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 - ANSfalse
Given any specific type of incident, there must be no difference in - ANSthe 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 bet was asked or told be someone else to summon help. -
ANSFourth-party caller
When the ETC needs to verify address/location information provided by the caller, it is
recommended that the ETC - ANSask the caller to repeat the information
For the caller, the perceived response time is often not as long as the actual response time -
ANSfalse
The two basic types of customers with whom emergency telecommunicators must interact
are - ANSinternal and external
Public trust is fragile and can be severely impaired by one negative experience - ANSTrue
In the context of emergency telecommunication, ECCS stand for - ANSEmotional Content
and Cooperation Score
Studies show that the ECCS for most emergency callers is between - ANS1 and 2
Most emergency number callers are too upset to communicate effectively - ANSfalse
The hysteria threshold refers to - ANSthe point at which a caller loses control over her/his
actions and emotions
When using the repetitive persistence technique, the calltaker should - ANSrepeat 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 - ANSobtain foreign language support, if available.
IN norder to become a successful emergency telecommunicator, combination of the
following is required - ANStraining 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 - ANSFalse
The IAED enforces its Code of Ethics by withholding or revoking the certifications of those
who fail to agree to, or uphold, these standards - ANSTrue
When faced with an ethical dilemma in the communication center, the ETC should FIRST -
ANSfollow established protocol, procedure, and policy
A procedure that has been highly defined, structured, and placed into a reference system is
known as a - ANSprotocol
In this course the 3 P's refer to - ANSprotocol, procedure, and policy
Wireless internet devices connect to the internet using - ANSwi-fi
Cell phone networks are divided into specific areas called cells, each with its own -
ANSantenna
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 call should go to, based on
the caller's location. - ANStrue
What does the acronym TDD stand for - ANStelecommunications device for the deaf
What does the acronym VoIP stand for - ANSVoice 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 - ANSALI (automated location idenification)
What does the acronym CAD stand for - ANScomputer aided dispatch
The total number of emergency calls has increased dramatically due to wireless technology -
ANStrue
In the context of the communication process, the "medium" is - ANShow 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 - ANStrue
, Diction refers to - ANSthe choice of words and phrases used to communicate
It is good practice for ETC's to try to impress callers b using specialized language - ANSfalse
Active listening requires the ETC to tune out distractions and focus on the caller's message -
ANStrue
ETC's are morally, and in many cases legally, obligated to - ANSensure 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 - ANSfalse
Given any specific type of incident, there must be no difference in - ANSthe 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 bet was asked or told be someone else to summon help. -
ANSFourth-party caller
When the ETC needs to verify address/location information provided by the caller, it is
recommended that the ETC - ANSask the caller to repeat the information
For the caller, the perceived response time is often not as long as the actual response time -
ANSfalse
The two basic types of customers with whom emergency telecommunicators must interact
are - ANSinternal and external
Public trust is fragile and can be severely impaired by one negative experience - ANSTrue
In the context of emergency telecommunication, ECCS stand for - ANSEmotional Content
and Cooperation Score
Studies show that the ECCS for most emergency callers is between - ANS1 and 2
Most emergency number callers are too upset to communicate effectively - ANSfalse
The hysteria threshold refers to - ANSthe point at which a caller loses control over her/his
actions and emotions
When using the repetitive persistence technique, the calltaker should - ANSrepeat 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 - ANSobtain foreign language support, if available.
