APCO FINAL EXAM Questions & Answers: (Modules 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13 and 14)

T/F: The term "PSAP" stands for Public Safety Access Point. (Ans- False T/F: Professionalism is defined by who you are, what you do, and how others perceive you. (Ans- True T/F: Ethics involves an individual's personal, professional, and organization rules of conduct. (Ans- True T/F: The three primary fields of public safety communications are law enforcement communications, fire service communications, and emergency management communications. (Ans- False T/F: The term "vital statistics" defines the primary functions or tasks of public safety communications systems. (Ans- True T/F: Computer-Aided Dispatch (CAD) systems, maps, and the Internet are examples of PSAP informational sources. (Ans- True T/F: A policy is a guide to action and a procedure is a guide to thinking. (Ans- False The operational relationship between telecommunicators, supervisors, and managers is defined by the PSAP's? (Ans- Chain of Command The vital services of a public safety communications system are to provide the communications between the PSAP and? (Ans- 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? (Ans- Mutual Aid T/F: Quality Assurance programs in the PSAP include actions taken to ensure that standards and procedures are met and followed. (Ans- True T/F: A question that can't be answered "yes" or "no" is referred to as an open-ended question. (Ans- True T/F: Because the telecommunicator cannot see callers on the phone, nonverbal communication plays no part in handling public safety calls for service. (Ans- 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. (Ans- False T/F: An observation is based on assumptions and an inference is based on facts. (Ans- 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. (Ans- True The six components of the communications cycle are: (Ans- 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: (Ans- Active listening Physically signaling that you are listening is applying the listening technique of: (Ans- Non-verbal attending The average individual speaks at a rate of approximately how many words per minute (WPM)? (Ans- 150 T/F: Emergency calls can only come in on emergency lines. (Ans- False T/F: Giving legal advice and/or personal opinions to callers is part of a telecommunicator's job. (Ans- False T/F: An accurate description of weapons is critical information for response units. (Ans- True T/F: Relying on memory during information gathering is a good way to get all the details. (Ans- False T/F: Guidecards provide questions for telecommunicators to use for obtaining pertinent information, analyzing incidents, and determining response level. (Ans- True Always preface holds with: (Ans- A brief statement explaining the reason for the hold. If a telecommunicator can only get one piece of information from a caller, is should be: (Ans- Where