EMD Test Questions and Complete
Solutions Graded A+
Effective quality improvement is: - Answer: A continuous process designed to improve human
performance through measurement, feedback, and education
To recertify as an IAED emergency dispatcher (one disapline), you must verify completion of at least
____ hours of approved CDE during the recertification process - Answer: 24
The motto of any quality improvement effort should be: - Answer: "Let's catch them doing it right!"
Individual feedback should always be provided in private. Composite feedback (for the agency and for
each shift) should be posted for everyone to see - Answer: True
Continuing dispatch education should be part of any quality improvement - Answer: True
List seven protocol components evaluated in case review: - Answer: a. case entry
b. chief complain selection
c. key question
d. dispatch life support questions
e. diagnostic and instruction tools
f. final coding
g. customer service
ANI/AlI information should always be verified to ensure accuracy - Answer: True
when calling for help, the caller may hear more ring tines than the calltaker does - Answer: True
in effective telecommunication, volume is generally more important than rate - Answer: False
, when working with a caller with mental illness who is suffering from hallucinations or delusions, you
should: - Answer: Inform the caller that you see things differently and acknowledge the fact that people
have the right to see things their own way
_______ allows speech-and hearing-impaired callers communicate with call takers by signing their
message to an interpreter - Answer: Video relay
Studies show that ECCS for most emergency callers in between: - Answer: 1 and 2
The "hysteria threshold" refers to: - Answer: The point at which a caller loses control over her/his action
and emotions
When using the repetitive persistence technique, the caller should repeat a statement verbatim using a
firm but caring tone. The statement should include: - Answer: An action and a reason for this action
Silent "gaps" during a call can elevate caller anxiety - Answer: True
List five techniques for working with child callers: - Answer: a. ask to speak to an adult when necessary
b. get to the child's level
c. determine the correct address
d. determine the correct callback number
e. tell the child to stay on the line
List three questions you should ask yourself when working with foreign-language callers: - Answer: a.
does the caller know enough of my language to communicate
b. how do I obtain foreign-language support
c. when should I send the intial response
List four techniques of call management: - Answer: a. minimize call-processing gaps
b. focus on the callers message, not the way it'a delivered
Solutions Graded A+
Effective quality improvement is: - Answer: A continuous process designed to improve human
performance through measurement, feedback, and education
To recertify as an IAED emergency dispatcher (one disapline), you must verify completion of at least
____ hours of approved CDE during the recertification process - Answer: 24
The motto of any quality improvement effort should be: - Answer: "Let's catch them doing it right!"
Individual feedback should always be provided in private. Composite feedback (for the agency and for
each shift) should be posted for everyone to see - Answer: True
Continuing dispatch education should be part of any quality improvement - Answer: True
List seven protocol components evaluated in case review: - Answer: a. case entry
b. chief complain selection
c. key question
d. dispatch life support questions
e. diagnostic and instruction tools
f. final coding
g. customer service
ANI/AlI information should always be verified to ensure accuracy - Answer: True
when calling for help, the caller may hear more ring tines than the calltaker does - Answer: True
in effective telecommunication, volume is generally more important than rate - Answer: False
, when working with a caller with mental illness who is suffering from hallucinations or delusions, you
should: - Answer: Inform the caller that you see things differently and acknowledge the fact that people
have the right to see things their own way
_______ allows speech-and hearing-impaired callers communicate with call takers by signing their
message to an interpreter - Answer: Video relay
Studies show that ECCS for most emergency callers in between: - Answer: 1 and 2
The "hysteria threshold" refers to: - Answer: The point at which a caller loses control over her/his action
and emotions
When using the repetitive persistence technique, the caller should repeat a statement verbatim using a
firm but caring tone. The statement should include: - Answer: An action and a reason for this action
Silent "gaps" during a call can elevate caller anxiety - Answer: True
List five techniques for working with child callers: - Answer: a. ask to speak to an adult when necessary
b. get to the child's level
c. determine the correct address
d. determine the correct callback number
e. tell the child to stay on the line
List three questions you should ask yourself when working with foreign-language callers: - Answer: a.
does the caller know enough of my language to communicate
b. how do I obtain foreign-language support
c. when should I send the intial response
List four techniques of call management: - Answer: a. minimize call-processing gaps
b. focus on the callers message, not the way it'a delivered
