APCO FINAL EXAM QUESTIONS
ANSWERED CORRECTLY GRADED A+.
T/F: The term "PSAP" stands for Public Safety Access Point. - correct answer False
T/F: Professionalism is defined by who you are, what you do, and how others perceive you. - correct
answer True
T/F: Ethics involves an individual's personal, professional, and organization rules of conduct. - correct
answer True
T/F: The three primary fields of public safety communications are law enforcement communications, fire
service communications, and emergency management communications. - correct answer False
T/F: The term "vital statistics" defines the primary functions or tasks of public safety communications
systems. - correct answer True
T/F: Computer-Aided Dispatch (CAD) systems, maps, and the Internet are examples of PSAP
informational sources. - correct answer True
T/F: A policy is a guide to action and a procedure is a guide to thinking. - correct answer False
The operational relationship between telecommunicators, supervisors, and managers is defined by the
PSAP's? - correct answer Chain of Command
The vital services of a public safety communications system are to provide the communications between
the PSAP and? - correct answer The public, agency personnel, other agencies, and support services
A process for supplying supplemental personnel, equipment, or other resources to assist other agencies
in time of need is referred to as? - correct answer Mutual Aid
, T/F: Quality Assurance programs in the PSAP include actions taken to ensure that standards and
procedures are met and followed. - correct answer True
T/F: A question that can't be answered "yes" or "no" is referred to as an open-ended question. - correct
answer True
T/F: Because the telecommunicator cannot see callers on the phone, nonverbal communication plays no
part in handling public safety calls for service. - correct answer False
T/F: Repeating in a short declarative statement the emotions or feelings the speaker is communicating is
applying the active listening technique of paraphrasing. - correct answer False
T/F: An observation is based on assumptions and an inference is based on facts. - correct answer False
T/F: As part of customer service, callers expect to talk to a professional, be treated with courtesy, and
speak to a person that can solve their problem. - correct answer True
The six components of the communications cycle are: - correct answer Sender, receiver, context,
message, medium, and feedback.
Demonstrating an interest and understanding in what is being said by staying focused, asking questions,
and listening for the main point and rationale behind what is being said is the definitions of: - correct
answer Active listening
Physically signaling that you are listening is applying the listening technique of: - correct answer Non-
verbal attending
The average individual speaks at a rate of approximately how many words per minute (WPM)? - correct
answer 150
T/F: Emergency calls can only come in on emergency lines. - correct answer False
ANSWERED CORRECTLY GRADED A+.
T/F: The term "PSAP" stands for Public Safety Access Point. - correct answer False
T/F: Professionalism is defined by who you are, what you do, and how others perceive you. - correct
answer True
T/F: Ethics involves an individual's personal, professional, and organization rules of conduct. - correct
answer True
T/F: The three primary fields of public safety communications are law enforcement communications, fire
service communications, and emergency management communications. - correct answer False
T/F: The term "vital statistics" defines the primary functions or tasks of public safety communications
systems. - correct answer True
T/F: Computer-Aided Dispatch (CAD) systems, maps, and the Internet are examples of PSAP
informational sources. - correct answer True
T/F: A policy is a guide to action and a procedure is a guide to thinking. - correct answer False
The operational relationship between telecommunicators, supervisors, and managers is defined by the
PSAP's? - correct answer Chain of Command
The vital services of a public safety communications system are to provide the communications between
the PSAP and? - correct answer The public, agency personnel, other agencies, and support services
A process for supplying supplemental personnel, equipment, or other resources to assist other agencies
in time of need is referred to as? - correct answer Mutual Aid
, T/F: Quality Assurance programs in the PSAP include actions taken to ensure that standards and
procedures are met and followed. - correct answer True
T/F: A question that can't be answered "yes" or "no" is referred to as an open-ended question. - correct
answer True
T/F: Because the telecommunicator cannot see callers on the phone, nonverbal communication plays no
part in handling public safety calls for service. - correct answer False
T/F: Repeating in a short declarative statement the emotions or feelings the speaker is communicating is
applying the active listening technique of paraphrasing. - correct answer False
T/F: An observation is based on assumptions and an inference is based on facts. - correct answer False
T/F: As part of customer service, callers expect to talk to a professional, be treated with courtesy, and
speak to a person that can solve their problem. - correct answer True
The six components of the communications cycle are: - correct answer Sender, receiver, context,
message, medium, and feedback.
Demonstrating an interest and understanding in what is being said by staying focused, asking questions,
and listening for the main point and rationale behind what is being said is the definitions of: - correct
answer Active listening
Physically signaling that you are listening is applying the listening technique of: - correct answer Non-
verbal attending
The average individual speaks at a rate of approximately how many words per minute (WPM)? - correct
answer 150
T/F: Emergency calls can only come in on emergency lines. - correct answer False
