9-1-1 Dispatch Study Guide Latest Update Graded A+

9-1-1 Dispatch Study Guide Latest Update Graded A+ PSAP public safety answering point; answer 9-1-1 calls; sometimes dispatch: receive emergency calls requesting police, fire, and emergency medical. Professionalism vague concept that encompasses honesty, integrity, humility, accountability, and a desire to learn new techniques to perfect job skills. It is defined by who you are (inner character), what you do, (behavior exhibited) and how others perceive you (image projected) Ethics It involves an individuals personal, professional, & organizational rules of conduct; it includes opinions & feelings about certain manners and behaviors. Vital Services 4 primary functions or tasks: 1. Communication with the Public, 2. Communication Between Members of the Same Agency, 3. Communications between Public Safety Agencies, 4. Communications between Public Safety Agencies and Support Services. * Telecommunicators are the principal link between public and public safety response system. These functions facilitate communication with the public. Communication w/ the public Provide assistance or referral between the public and public safety services. Communications between Members of the Same Agency PSAP is main component of telecommunications system. Communications between Public Safety Agencies Vital to the community's public safety system Communications between Public Safety & Support Services Telecommunicators speak with support services on behalf of response units for any # of reasons. Policy A guide to thinking; states what should happen in term of outcomes, sometimes in very general terms. Procedure A guide to action; may be linked to the previous policy; example might read, The telecommunicator will answer all 9-1-1 lines by the 3rd ring and clearly state "9-1-1, where is your emergency?" Non-verbal Communication Communication is defined as the transmission of an idea from the mind of one to the mind of another, with understanding. Open-ended Questions Questions that can't e answered "yes" or "no", requiring the sender to provide more information. Begin with words like "Tell me about.....Why.....How....Describe.....Explain...." Active Listening Involves demonstrating an interest and understanding in what is being said by staying focused, asking questions, listening for the main point, and listening for the rational behind what's being said. * Basic techniques are non-verbal attending, open-ended questions, paraphrasing, and reflecting feelings. Paraphrasing brief rephrasing of information provided by the sender. It provides the restatement of the essence of the information in your own words. Assists you in listening for the main points. By restating the sender's main points in your own words, you assist not only in your own understanding but also helping the sender to clarify their main points and concerns. Observation The act or practice of noting and recording facts and events. (what we see and hear.) ( what we think we see and hear) Inference Drawn from our observations. (Assumptions) Good Customer Service avoid "trigger phrases" and concentrate on serving the caller to the best of your ability. Treat each caller with the same diligence, consideration, and respect you'd show a member of your own family that requested public safety assistance. ALI Automatic location Identification; The calling party's address and dispatch information ANI Automatic Number Identification; The calling party's telephone # E 9-1-1 Enhanced 9-1-1 system. A system that enhances basic 9-1-1 by automatically providing the caller's phone # (ANI) and physical address (ALI) Basic 9-1-1 A system that provides dedicated l