APCO FINAL EXAM QUESTIONS and
answers
T/F: The term "PSAP" stands for Public Safety Access Point.✔✔False
T/F: Professionalism is defined by who you are, what you do, and how others
perceive you.✔✔True
T/F: Ethics involves an individual's personal, professional, and organization
rules of conduct.✔✔True
T/F: The three primary fields of public safety communications are law
enforcement communications, fire service communications, and emergency
management communications.✔✔False
T/F: The term "vital statistics" defines the primary functions or tasks of public
safety communications systems.✔✔True
T/F: Computer-Aided Dispatch (CAD) systems, maps, and the Internet are
examples of PSAP informational sources.✔✔True
T/F: A policy is a guide to action and a procedure is a guide to
thinking.✔✔False
The operational relationship between telecommunicators, supervisors, and
managers is defined by the PSAP's?✔✔Chain of Command
,The vital services of a public safety communications system are to provide the
communications between the PSAP and?✔✔The public, agency personnel,
other agencies, and support services
A process for supplying supplemental personnel, equipment, or other
resources to assist other agencies in time of need is referred to as?✔✔Mutual
Aid
T/F: Quality Assurance programs in the PSAP include actions taken to ensure
that standards and procedures are met and followed.✔✔True
T/F: A question that can't be answered "yes" or "no" is referred to as an open-
ended question.✔✔True
T/F: Because the telecommunicator cannot see callers on the phone,
nonverbal communication plays no part in handling public safety calls for
service.✔✔False
T/F: Repeating in a short declarative statement the emotions or feelings the
speaker is communicating is applying the active listening technique of
paraphrasing.✔✔False
T/F: An observation is based on assumptions and an inference is based on
facts.✔✔False
T/F: As part of customer service, callers expect to talk to a professional, be
treated with courtesy, and speak to a person that can solve their
problem.✔✔True
, The six components of the communications cycle are:✔✔Sender, receiver,
context, message, medium, and feedback.
Demonstrating an interest and understanding in what is being said by staying
focused, asking questions, and listening for the main point and rationale
behind what is being said is the definitions of:✔✔Active listening
Physically signaling that you are listening is applying the listening technique
of:✔✔Non-verbal attending
The average individual speaks at a rate of approximately how many words per
minute (WPM)?✔✔150
T/F: Emergency calls can only come in on emergency lines.✔✔False
T/F: Giving legal advice and/or personal opinions to callers is part of a
telecommunicator's job.✔✔False
T/F: An accurate description of weapons is critical information for response
units.✔✔True
T/F: Relying on memory during information gathering is a good way to get all
the details.✔✔False
T/F: Guidecards provide questions for telecommunicators to use for obtaining
pertinent information, analyzing incidents, and determining response
level.✔✔True
answers
T/F: The term "PSAP" stands for Public Safety Access Point.✔✔False
T/F: Professionalism is defined by who you are, what you do, and how others
perceive you.✔✔True
T/F: Ethics involves an individual's personal, professional, and organization
rules of conduct.✔✔True
T/F: The three primary fields of public safety communications are law
enforcement communications, fire service communications, and emergency
management communications.✔✔False
T/F: The term "vital statistics" defines the primary functions or tasks of public
safety communications systems.✔✔True
T/F: Computer-Aided Dispatch (CAD) systems, maps, and the Internet are
examples of PSAP informational sources.✔✔True
T/F: A policy is a guide to action and a procedure is a guide to
thinking.✔✔False
The operational relationship between telecommunicators, supervisors, and
managers is defined by the PSAP's?✔✔Chain of Command
,The vital services of a public safety communications system are to provide the
communications between the PSAP and?✔✔The public, agency personnel,
other agencies, and support services
A process for supplying supplemental personnel, equipment, or other
resources to assist other agencies in time of need is referred to as?✔✔Mutual
Aid
T/F: Quality Assurance programs in the PSAP include actions taken to ensure
that standards and procedures are met and followed.✔✔True
T/F: A question that can't be answered "yes" or "no" is referred to as an open-
ended question.✔✔True
T/F: Because the telecommunicator cannot see callers on the phone,
nonverbal communication plays no part in handling public safety calls for
service.✔✔False
T/F: Repeating in a short declarative statement the emotions or feelings the
speaker is communicating is applying the active listening technique of
paraphrasing.✔✔False
T/F: An observation is based on assumptions and an inference is based on
facts.✔✔False
T/F: As part of customer service, callers expect to talk to a professional, be
treated with courtesy, and speak to a person that can solve their
problem.✔✔True
, The six components of the communications cycle are:✔✔Sender, receiver,
context, message, medium, and feedback.
Demonstrating an interest and understanding in what is being said by staying
focused, asking questions, and listening for the main point and rationale
behind what is being said is the definitions of:✔✔Active listening
Physically signaling that you are listening is applying the listening technique
of:✔✔Non-verbal attending
The average individual speaks at a rate of approximately how many words per
minute (WPM)?✔✔150
T/F: Emergency calls can only come in on emergency lines.✔✔False
T/F: Giving legal advice and/or personal opinions to callers is part of a
telecommunicator's job.✔✔False
T/F: An accurate description of weapons is critical information for response
units.✔✔True
T/F: Relying on memory during information gathering is a good way to get all
the details.✔✔False
T/F: Guidecards provide questions for telecommunicators to use for obtaining
pertinent information, analyzing incidents, and determining response
level.✔✔True
