PUBLIC SAFETY TELECOMMUNICATOR 1 7TH
EDITION
What does PSAP stand for? - Answers- Public safety answering point
What is a PSAP? - Answers- A facility equipped and staffed to receive emergency calls
requesting police, fire, emergency medical and other public safety services be
telephone and other communication devices
What is professionalism? - Answers- It encompasses honesty, integrity, humility,
accountability, and a desire to learn new techniques to perfect job skills
It is defined by who you are, what you do; and how others perceive you
What is a telecommunicators duty to serve? - Answers- They are expected to be at
work and ready to work every scheduled day (including holidays, weekends, family
birthdays, and night shifts)
They serve the public, co-workers, members of other agencies, and members of
supporting agencies
Does duty to serve mean a telecommunicator may be called upon to provide coverage
and assurance in the PSAP during disasters and emergencies? - Answers- Yes
What is ethics? - Answers- A system of principles; the rules of conduct recognized in
respect to a particular class of human actions or a particular group, culture, etc,; that
branch of philosophy dealing with values relating to human conduct, with respect to
rightness and wrongness of certain actions and motives and ends of such actions
What are senders and receivers? - Answers- When working as the calltaker and
interacting with called, the telecommunicator is receiver. When the telecommunicator
delays the call via computer to dispatcher; of changes roles to become dispatcher, the
telecommunicator becomes the sender
What is the message? - Answers- The reason for any communication
What is the medium? - Answers- The way communication takes place (face to face,
written on paper, or IM)
What is the context? - Answers- The situation or circumstances in which the
communication takes place, the emotional tone of the exchange, and the power
relationship between the senders and receivers
What is feedback? - Answers- Senders must receive feedback from receivers
Communication- the transmission of an idea from the mind of one to the mind of
another, with understanding
, What is interference? - Answers- May come from many sources: cross conversations,
background noise on a phone line, distractions in the workplace, and worries from home
What is active listening? - Answers- Involves demonstrating an interest and
understanding in what is being said through staying focused, asking questions, listening
for the main point and listening for the rationale behind what is being said
What are the basic techniques for active listening? - Answers- Nonverbal attending,
open ended questions, paraphrasing, and reflecting feelings
What is the difference between observation and inference? - Answers- Observation is
the act or practice of noting and recording facts and events
Inference is deriving a conclusion based upset n something known or assumed
Should telecommunicators base their decisions on observations or inferences? -
Answers- Observations
What does the public expect when they call 911 in an emergency? - Answers- That it be
answered immediately by a trained, motivated and caring individual who will
immediately send help and provide life saving instructions
What does QA and QI stand for - Answers- Quality assurance
Quality improvement
What is QA/QI? - Answers- Programs including all actions taken to insure that
standards and procedures are met and followed
What do you do when multiple calls are received at the same time? - Answers- All calls
must be answered as efficiently as possible
911 calls are answered first, followed by non emergency lines
What is the most important information to get from a caller? - Answers- Where
What are the four Ws? - Answers- Where
What
When
Who
(Weapons, when applicable)
What should you always do before terminating a call? - Answers- Verify location to
ensure that you have correct information
If you can only get one piece of information from a caller it should be the what. -
Answers- False
WHERE
EDITION
What does PSAP stand for? - Answers- Public safety answering point
What is a PSAP? - Answers- A facility equipped and staffed to receive emergency calls
requesting police, fire, emergency medical and other public safety services be
telephone and other communication devices
What is professionalism? - Answers- It encompasses honesty, integrity, humility,
accountability, and a desire to learn new techniques to perfect job skills
It is defined by who you are, what you do; and how others perceive you
What is a telecommunicators duty to serve? - Answers- They are expected to be at
work and ready to work every scheduled day (including holidays, weekends, family
birthdays, and night shifts)
They serve the public, co-workers, members of other agencies, and members of
supporting agencies
Does duty to serve mean a telecommunicator may be called upon to provide coverage
and assurance in the PSAP during disasters and emergencies? - Answers- Yes
What is ethics? - Answers- A system of principles; the rules of conduct recognized in
respect to a particular class of human actions or a particular group, culture, etc,; that
branch of philosophy dealing with values relating to human conduct, with respect to
rightness and wrongness of certain actions and motives and ends of such actions
What are senders and receivers? - Answers- When working as the calltaker and
interacting with called, the telecommunicator is receiver. When the telecommunicator
delays the call via computer to dispatcher; of changes roles to become dispatcher, the
telecommunicator becomes the sender
What is the message? - Answers- The reason for any communication
What is the medium? - Answers- The way communication takes place (face to face,
written on paper, or IM)
What is the context? - Answers- The situation or circumstances in which the
communication takes place, the emotional tone of the exchange, and the power
relationship between the senders and receivers
What is feedback? - Answers- Senders must receive feedback from receivers
Communication- the transmission of an idea from the mind of one to the mind of
another, with understanding
, What is interference? - Answers- May come from many sources: cross conversations,
background noise on a phone line, distractions in the workplace, and worries from home
What is active listening? - Answers- Involves demonstrating an interest and
understanding in what is being said through staying focused, asking questions, listening
for the main point and listening for the rationale behind what is being said
What are the basic techniques for active listening? - Answers- Nonverbal attending,
open ended questions, paraphrasing, and reflecting feelings
What is the difference between observation and inference? - Answers- Observation is
the act or practice of noting and recording facts and events
Inference is deriving a conclusion based upset n something known or assumed
Should telecommunicators base their decisions on observations or inferences? -
Answers- Observations
What does the public expect when they call 911 in an emergency? - Answers- That it be
answered immediately by a trained, motivated and caring individual who will
immediately send help and provide life saving instructions
What does QA and QI stand for - Answers- Quality assurance
Quality improvement
What is QA/QI? - Answers- Programs including all actions taken to insure that
standards and procedures are met and followed
What do you do when multiple calls are received at the same time? - Answers- All calls
must be answered as efficiently as possible
911 calls are answered first, followed by non emergency lines
What is the most important information to get from a caller? - Answers- Where
What are the four Ws? - Answers- Where
What
When
Who
(Weapons, when applicable)
What should you always do before terminating a call? - Answers- Verify location to
ensure that you have correct information
If you can only get one piece of information from a caller it should be the what. -
Answers- False
WHERE
