ETC certification || with Perfect Answers.
In order to become a successful emergency telecommunicator, a combination of the following is
required correct answers training 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. True or False? correct answers false
The IAED (the academy) enforces its Code of Ethics by withholding or revoking the
certifications of those who fail to agree to, or uphold, these standards. True or False? correct
answers true
When faced with an ethical dilemma in the communication center, the ETC should FIRST:
correct answers follow established protocol, procedure, and policy
A procedure that has been highly define, structured, and placed into a reference system is known
as a: correct answers protocol
In this course, the "three P's" refer to: correct answers protocol, procedure, and policy
Wireless internet devices (such as smart phones) connect to the internet using: correct answers
wi-fi
Cell phone networks are divided into specific areas called cells, each with its own: correct
answers antenna
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 calls should go to, based on the
caller's location correct answers true
What does the acronym TDD stand for? correct answers telecommunications device for the deaf
What does the acronym VoIP stand for? correct answers voice over internet protocol
The technology that allows the ETC to take an automatic number identification (ANI) number
and "dip" it into an address database is called: correct answers ALI (automatic location
identification)
What does the acronym CAD stand for? correct answers computer-aided dispatch
The total number of emergency calls has increased dramatically due to wireless technology. True
or False? correct answers true
In the context of the communication process, the "medium" is: correct answers how 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. True or False?
correct answers true
Diction refers to: correct answers the choice of words and phrases used to communicate
It is good practice for ECTs to try to impress callers by using specialized language. True or
False? correct answers false
Active listening requires the ETC to tune out distractions and focus on the caller's message. True
or False? correct answers true
ETCs are morally, and in many cases legally, obligated to: correct answers ensure confidentiality
Explaining to a caller what is happening and why should be avoided because it wastes valuable
time and increases response times. True or False? correct answers false
Given any specific type of incident, there must be no difference in: correct answers the 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 but was asked or told by someone else to summon help correct
answers fourth-party caller
When the ETC needs to verify address/location information provided by the caller, it is
recommended that the ETC: correct answers ask the caller to repeat the information
For the caller, the perceived response time is often not as long as the actual response time. True
or False? correct answers false
The two basic types of customers with whom emergency telecommunicators must interact are:
correct answers internal and external
Public trust is fragile and can be severely impaired by one negative experience. True or False?
correct answers true
In the context of emergency telecommunication, ECCS stand for: correct answers emotional
content and cooperation score
Studies show that the ECCS for most emergency callers is between: correct answers 1 and 2
Most emergency number callers are too upset to communicate effectively. True or False? correct
answers false
The hysteria threshold refers to: correct answers the point at which a caller loses control over
his/her actions and emotions
In order to become a successful emergency telecommunicator, a combination of the following is
required correct answers training 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. True or False? correct answers false
The IAED (the academy) enforces its Code of Ethics by withholding or revoking the
certifications of those who fail to agree to, or uphold, these standards. True or False? correct
answers true
When faced with an ethical dilemma in the communication center, the ETC should FIRST:
correct answers follow established protocol, procedure, and policy
A procedure that has been highly define, structured, and placed into a reference system is known
as a: correct answers protocol
In this course, the "three P's" refer to: correct answers protocol, procedure, and policy
Wireless internet devices (such as smart phones) connect to the internet using: correct answers
wi-fi
Cell phone networks are divided into specific areas called cells, each with its own: correct
answers antenna
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 calls should go to, based on the
caller's location correct answers true
What does the acronym TDD stand for? correct answers telecommunications device for the deaf
What does the acronym VoIP stand for? correct answers voice over internet protocol
The technology that allows the ETC to take an automatic number identification (ANI) number
and "dip" it into an address database is called: correct answers ALI (automatic location
identification)
What does the acronym CAD stand for? correct answers computer-aided dispatch
The total number of emergency calls has increased dramatically due to wireless technology. True
or False? correct answers true
In the context of the communication process, the "medium" is: correct answers how 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. True or False?
correct answers true
Diction refers to: correct answers the choice of words and phrases used to communicate
It is good practice for ECTs to try to impress callers by using specialized language. True or
False? correct answers false
Active listening requires the ETC to tune out distractions and focus on the caller's message. True
or False? correct answers true
ETCs are morally, and in many cases legally, obligated to: correct answers ensure confidentiality
Explaining to a caller what is happening and why should be avoided because it wastes valuable
time and increases response times. True or False? correct answers false
Given any specific type of incident, there must be no difference in: correct answers the 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 but was asked or told by someone else to summon help correct
answers fourth-party caller
When the ETC needs to verify address/location information provided by the caller, it is
recommended that the ETC: correct answers ask the caller to repeat the information
For the caller, the perceived response time is often not as long as the actual response time. True
or False? correct answers false
The two basic types of customers with whom emergency telecommunicators must interact are:
correct answers internal and external
Public trust is fragile and can be severely impaired by one negative experience. True or False?
correct answers true
In the context of emergency telecommunication, ECCS stand for: correct answers emotional
content and cooperation score
Studies show that the ECCS for most emergency callers is between: correct answers 1 and 2
Most emergency number callers are too upset to communicate effectively. True or False? correct
answers false
The hysteria threshold refers to: correct answers the point at which a caller loses control over
his/her actions and emotions
