911 DISPATCH EXAM QUESTIONS WITH CORRECT ANSWERS
Define the term PSAP - CORRECT ANSWER✅✅Public safety answering point
Define ethics - CORRECT ANSWER✅✅It involves an individuals personal, profession and organization
rules of conduct. It includes opinions and feelings about manners and behaviors.
List the three primary disciplines of public safety - CORRECT ANSWER✅✅Law enforcement, fire service,
emergency medical service communication
What does a chain of command define - CORRECT ANSWER✅✅The relationships between frontline
telecommunicators, supervisers and managers
Explain the difference between a policy and procedure - CORRECT ANSWER✅✅Policy is a guide to
thinking, procedure is a guide to action
Define vital services - CORRECT ANSWER✅✅To provide assistance or referral between the public and
public safety
Define mutual aid - CORRECT ANSWER✅✅A process of supplying supplemental personal equipment or
other recourses to an incident to assist agencies that may be in danger or becoming overwhelmed in
their response
List the vital services that a public safety communication system provides - CORRECT
ANSWER✅✅Facilitate communication with the public, between members of the same agency, between
public safety agencies and between support service entities
List and describe the six components of the communication cycle - CORRECT ANSWER✅✅The sender,
receiver, message, medium, context and feed back
Define active listening - CORRECT ANSWER✅✅Active listening involves demonstrating an interest and
understanding in what is being said through staying focused, asking questions and listening for the main
point
, Define open-ended questions and give and example - CORRECT ANSWER✅✅Open-ended questions
aren't questions that can not be answered "yes" or "no" requiring the sender to provide more info.
Example: "what's your name?" "How are you"
Define paraphrasing - CORRECT ANSWER✅✅Paraphrasing is a brief rephrase of info provided by the
sender
Define reflecting feelings and give and example - CORRECT ANSWER✅✅
Reflecting feelings is repeating in a short, declarative statement the emotions of the feelings that the
sender is communicating - CORRECT ANSWER✅✅
Explain the difference between an observation and an inference - CORRECT ANSWER✅✅Observations
are what we see, hear and also what we think. inferences are drawn from our observations
Describe the purpose of a PSAP's QA/QI Program - CORRECT ANSWER✅✅To ensure procedures and
policies
List 3 caller expectations - CORRECT ANSWER✅✅Be friendly, fast and be responsive
Define non-verbal attending - CORRECT ANSWER✅✅Listening while making eye contact
Explain why it is important that telecommunicators use clear speech and proper diction - CORRECT
ANSWER✅✅TI ensure that your message is understood
What is one form of advice a telecommunicator never gives - CORRECT ANSWER✅✅Legal advice
Telecommunicators should make a practice of recording _ as they are _ and never leave details to _ -
CORRECT ANSWER✅✅Facts, received, memory
Define the term PSAP - CORRECT ANSWER✅✅Public safety answering point
Define ethics - CORRECT ANSWER✅✅It involves an individuals personal, profession and organization
rules of conduct. It includes opinions and feelings about manners and behaviors.
List the three primary disciplines of public safety - CORRECT ANSWER✅✅Law enforcement, fire service,
emergency medical service communication
What does a chain of command define - CORRECT ANSWER✅✅The relationships between frontline
telecommunicators, supervisers and managers
Explain the difference between a policy and procedure - CORRECT ANSWER✅✅Policy is a guide to
thinking, procedure is a guide to action
Define vital services - CORRECT ANSWER✅✅To provide assistance or referral between the public and
public safety
Define mutual aid - CORRECT ANSWER✅✅A process of supplying supplemental personal equipment or
other recourses to an incident to assist agencies that may be in danger or becoming overwhelmed in
their response
List the vital services that a public safety communication system provides - CORRECT
ANSWER✅✅Facilitate communication with the public, between members of the same agency, between
public safety agencies and between support service entities
List and describe the six components of the communication cycle - CORRECT ANSWER✅✅The sender,
receiver, message, medium, context and feed back
Define active listening - CORRECT ANSWER✅✅Active listening involves demonstrating an interest and
understanding in what is being said through staying focused, asking questions and listening for the main
point
, Define open-ended questions and give and example - CORRECT ANSWER✅✅Open-ended questions
aren't questions that can not be answered "yes" or "no" requiring the sender to provide more info.
Example: "what's your name?" "How are you"
Define paraphrasing - CORRECT ANSWER✅✅Paraphrasing is a brief rephrase of info provided by the
sender
Define reflecting feelings and give and example - CORRECT ANSWER✅✅
Reflecting feelings is repeating in a short, declarative statement the emotions of the feelings that the
sender is communicating - CORRECT ANSWER✅✅
Explain the difference between an observation and an inference - CORRECT ANSWER✅✅Observations
are what we see, hear and also what we think. inferences are drawn from our observations
Describe the purpose of a PSAP's QA/QI Program - CORRECT ANSWER✅✅To ensure procedures and
policies
List 3 caller expectations - CORRECT ANSWER✅✅Be friendly, fast and be responsive
Define non-verbal attending - CORRECT ANSWER✅✅Listening while making eye contact
Explain why it is important that telecommunicators use clear speech and proper diction - CORRECT
ANSWER✅✅TI ensure that your message is understood
What is one form of advice a telecommunicator never gives - CORRECT ANSWER✅✅Legal advice
Telecommunicators should make a practice of recording _ as they are _ and never leave details to _ -
CORRECT ANSWER✅✅Facts, received, memory
