Telecommunicator TCOLE QUESTIONS WITH ANSWERS
RATED A+
Base Rate - Phone bill rate minus taxes, fees, license costs, or charges
Dispatch Method - Method of responding to a telephone request for emergency service by which
a public safety answering point decides on the proper action to be taken and dispatches, when
necessary, the appropriate emergency service unit.
Local Exchange Access Lines - All types of lines or trunks that connect a service user to the
supplier's local telephone exchange office
9-1-1 - telecommunications service where the public can reach a public safety answering point
by dialing 9-1-1. Also: a system of processing emergency calls.
Principal Service Supplier - the entity that provides the most central office lines to an emergency
communication district
Private Safety Entity - A private entity that provides emergency fire-fighting, ambulance, or
medical services.
Public Agency - A municipality or county in this state that provides or has authority to provide
fire-fighting, law enforcement, ambulance, medical, or other emergency services.
Public Safety Answering Point (PSAP) - Operated continuously, Receive 9-1-1 calls and
dispatch. First point of reception by a public safety agency. Serves the jurisdictions in which it is
located or other participating jurisdictions.
Relay Method - The answering point notes pertinent information and relays that information to
the appropriate pubic safety agency or other provider of emergency services for action.
Selective Routing - feature provided with computerized 9-1-1 service which automatically routes
calls to the answering point.
Service Supplier - entity providing local exchange access lines to a service user in an emergency
communication district.
Service user - a person that is provided local exchange access lines, or their equivalent, in an
emergency communication district.
Transfer method - Method of responding by which a pubic safety answering point transfers the
call directly to the appropriate public safety agency or other provider of emergency services for
the appropriate action.
, Data Base - Information stored in a management system that is a system of manual procedures
and computer programs used to create, store, and update the data required for the selective
routing and automatic location identification features in the provision of computerized 9-1-1
service.
Identification of incoming TTY/TDD Calls - Voice announcer, tones, silence, other (hearing
carry over or Voice carry over)
CAD - Computer Aided Dispatch used in a PSAP
Mobile Data System - Computer in Police Vehicles
Components of CAD - Unit Status, Unit recommendations, TLETS/TCIC/NCIC interface,
Automatic functions, Location History, Automatic prioritizing of calls, Emergency message
communications.
Problems with CAD - Basic guideline. Refer to your department's policies and procedures.
Mapping Tools in a Communications Center - Printed maps, box maps, Mapsco, Building maps
(apartments, schools, business), digital and on-line maps.
Interagency, intercity, and interoperability systems - mobile to mobile, mobile to base, base to
mobile, base to base, computer interface, hamm radio, citizen band radio.
Components of Communication cycle - Sender, receiver, message, medium, feedback
Active listening Techniques - Emotion labeling, Paraphrasing, Reflecting/mirroring, Effective
pauses, Minimal Encouragers, "I" messages, Open Ended Questions
Emotion Labeling - Respond to emotion heard over content. First skill to be used in incident.
Example: "You sound really angry about that."
Paraphrasing - Give the story back to them in your words. Example: "Are you telling me.... Are
you saying..." Creates empathy and rapport, clarifies content, allows you to obtain more info.
Reflecting/ Mirroring - Repeating back the last word or phrase the subject just said. Example:
"She said she was going to leave?" Gives exact feedback.
Effective Pauses - Your silence makes them fill in the silence with information. Can only be used
once rapport has been established.
Use: when you are about to say something important or when you have just said something
important.
Minimal Encouragers - Sounds to let the other person know you are listening. Examples: "uh-
huh", "And?" "Ok" "really?" "I see" "Oh" "When".
RATED A+
Base Rate - Phone bill rate minus taxes, fees, license costs, or charges
Dispatch Method - Method of responding to a telephone request for emergency service by which
a public safety answering point decides on the proper action to be taken and dispatches, when
necessary, the appropriate emergency service unit.
Local Exchange Access Lines - All types of lines or trunks that connect a service user to the
supplier's local telephone exchange office
9-1-1 - telecommunications service where the public can reach a public safety answering point
by dialing 9-1-1. Also: a system of processing emergency calls.
Principal Service Supplier - the entity that provides the most central office lines to an emergency
communication district
Private Safety Entity - A private entity that provides emergency fire-fighting, ambulance, or
medical services.
Public Agency - A municipality or county in this state that provides or has authority to provide
fire-fighting, law enforcement, ambulance, medical, or other emergency services.
Public Safety Answering Point (PSAP) - Operated continuously, Receive 9-1-1 calls and
dispatch. First point of reception by a public safety agency. Serves the jurisdictions in which it is
located or other participating jurisdictions.
Relay Method - The answering point notes pertinent information and relays that information to
the appropriate pubic safety agency or other provider of emergency services for action.
Selective Routing - feature provided with computerized 9-1-1 service which automatically routes
calls to the answering point.
Service Supplier - entity providing local exchange access lines to a service user in an emergency
communication district.
Service user - a person that is provided local exchange access lines, or their equivalent, in an
emergency communication district.
Transfer method - Method of responding by which a pubic safety answering point transfers the
call directly to the appropriate public safety agency or other provider of emergency services for
the appropriate action.
, Data Base - Information stored in a management system that is a system of manual procedures
and computer programs used to create, store, and update the data required for the selective
routing and automatic location identification features in the provision of computerized 9-1-1
service.
Identification of incoming TTY/TDD Calls - Voice announcer, tones, silence, other (hearing
carry over or Voice carry over)
CAD - Computer Aided Dispatch used in a PSAP
Mobile Data System - Computer in Police Vehicles
Components of CAD - Unit Status, Unit recommendations, TLETS/TCIC/NCIC interface,
Automatic functions, Location History, Automatic prioritizing of calls, Emergency message
communications.
Problems with CAD - Basic guideline. Refer to your department's policies and procedures.
Mapping Tools in a Communications Center - Printed maps, box maps, Mapsco, Building maps
(apartments, schools, business), digital and on-line maps.
Interagency, intercity, and interoperability systems - mobile to mobile, mobile to base, base to
mobile, base to base, computer interface, hamm radio, citizen band radio.
Components of Communication cycle - Sender, receiver, message, medium, feedback
Active listening Techniques - Emotion labeling, Paraphrasing, Reflecting/mirroring, Effective
pauses, Minimal Encouragers, "I" messages, Open Ended Questions
Emotion Labeling - Respond to emotion heard over content. First skill to be used in incident.
Example: "You sound really angry about that."
Paraphrasing - Give the story back to them in your words. Example: "Are you telling me.... Are
you saying..." Creates empathy and rapport, clarifies content, allows you to obtain more info.
Reflecting/ Mirroring - Repeating back the last word or phrase the subject just said. Example:
"She said she was going to leave?" Gives exact feedback.
Effective Pauses - Your silence makes them fill in the silence with information. Can only be used
once rapport has been established.
Use: when you are about to say something important or when you have just said something
important.
Minimal Encouragers - Sounds to let the other person know you are listening. Examples: "uh-
huh", "And?" "Ok" "really?" "I see" "Oh" "When".
