NECI 911 DISPATCH CERTIFICATION EXAM NEWEST 2024-
2025 ACTUAL EXAM COMPLETE 150 QUESTIONS AND
CORRECT ANSWERS
Define the term PSAP - (answer) Public safety abswering point
Define ethics - (answer) It involves an individuals personal, profession and organization rules of
conduct. It includes opinions and feelings about manners and behaviors.
List the three primary disciplines of public safety - (answer) Law enforcement, fire service,
emergency medical service communication
What does a chain of command define - (answer) The relationships between frontline
telecommunicators, supervisers and managers
Explain the difference between a policy and procedure - (answer) Policy is a guide to thinking,
procedure is a guide to action
Define vital services - (answer) To provide assistance or referral between the public and public safety
Define mutual aid - (answer) A process of supplying supplemental personal equipment or other
recourses to an incident to assist agencies that may be in danger or becoming overwhelmed in their
response
List the vital services that a public safety communication system provides - (answer) Facilitate
communication with the public, between members of the same agency, between public safety agencies
and between support service entities
List and describe the six components of the communication cycle - (answer) The sender, receiver,
message, medium, context and feed back
, Define active listening - (answer) Active listening involves demonstrating an interest and
understanding in what is being said through staying focused, asking questions and listening for the main
point
Define open-ended questions and give and example - (answer) Open-ended questions aren't
questions that can not be answered "yes" or "no" requiring the sender to provide more info. Example:
"what's your name?" "How are you"
Define paraphrasing - (answer) Paraphrasing is a brief rephrase of info provided by the sender
Define reflecting feelings and give and example - (answer)
Reflecting feelings is repeating in a short, declarative statement the emotions of the feelings that the
sender is communicating - (answer)
Explain the difference between an observation and an inference - (answer) Observations are what
we see, hear and also what we think. inferences are drawn from our observations
Describe the purpose of a PSAP's QA/QI Program - (answer) To ensure procedures and policies
List 3 caller expectations - (answer) Be friendly, fast and be responsive
Define non-verbal attending - (answer) Listening while making eye contact
Explain why it is important that telecommunicators use clear speech and proper diction - (answer) TI
ensure that your message is understood
What is one form of advice a telecommunicator never gives - (answer) Legal advice
Telecommunicators should make a practice of recording _ as they are _ and never leave details to _ -
(answer) Facts, received, memory
2025 ACTUAL EXAM COMPLETE 150 QUESTIONS AND
CORRECT ANSWERS
Define the term PSAP - (answer) Public safety abswering point
Define ethics - (answer) It involves an individuals personal, profession and organization rules of
conduct. It includes opinions and feelings about manners and behaviors.
List the three primary disciplines of public safety - (answer) Law enforcement, fire service,
emergency medical service communication
What does a chain of command define - (answer) The relationships between frontline
telecommunicators, supervisers and managers
Explain the difference between a policy and procedure - (answer) Policy is a guide to thinking,
procedure is a guide to action
Define vital services - (answer) To provide assistance or referral between the public and public safety
Define mutual aid - (answer) A process of supplying supplemental personal equipment or other
recourses to an incident to assist agencies that may be in danger or becoming overwhelmed in their
response
List the vital services that a public safety communication system provides - (answer) Facilitate
communication with the public, between members of the same agency, between public safety agencies
and between support service entities
List and describe the six components of the communication cycle - (answer) The sender, receiver,
message, medium, context and feed back
, Define active listening - (answer) Active listening involves demonstrating an interest and
understanding in what is being said through staying focused, asking questions and listening for the main
point
Define open-ended questions and give and example - (answer) Open-ended questions aren't
questions that can not be answered "yes" or "no" requiring the sender to provide more info. Example:
"what's your name?" "How are you"
Define paraphrasing - (answer) Paraphrasing is a brief rephrase of info provided by the sender
Define reflecting feelings and give and example - (answer)
Reflecting feelings is repeating in a short, declarative statement the emotions of the feelings that the
sender is communicating - (answer)
Explain the difference between an observation and an inference - (answer) Observations are what
we see, hear and also what we think. inferences are drawn from our observations
Describe the purpose of a PSAP's QA/QI Program - (answer) To ensure procedures and policies
List 3 caller expectations - (answer) Be friendly, fast and be responsive
Define non-verbal attending - (answer) Listening while making eye contact
Explain why it is important that telecommunicators use clear speech and proper diction - (answer) TI
ensure that your message is understood
What is one form of advice a telecommunicator never gives - (answer) Legal advice
Telecommunicators should make a practice of recording _ as they are _ and never leave details to _ -
(answer) Facts, received, memory
