911 dispatch exam latest update with verified solutions

911 dispatch exam latest update with verified solutions Define the term PSAP Public safety abswering point Define ethics 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 Law enforcement, fire service, emergency medical service communication What does a chain of command define The relationships between frontline telecommunicators, supervisers and managers Explain the difference between a policy and procedure Policy is a guide to thinking, procedure is a guide to action Define vital services To provide assistance or referral between the public and public safety Define mutual aid 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 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 The sender, receiver, message, medium, context and feed back Define active listening 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 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 Paraphrasing is a brief rephrase of info provided by the sender Define reflecting feelings and give and example Reflecting feelings is repeating in a short, declarative statement the emotions of the feelings that the sender is communicating Explain the difference between an observation and an inference 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 To ensure procedures and policies List 3 caller expectations Be friendly, fast and be responsive Define non-verbal attending Listening while making eye contact Explain why it is important that telecommunicators use clear speech and proper diction TI ensure that your message is understood What is one form of advice a telecommunicator never gives Legal advice Telecommunicators should make a practice of recording _ as they are _ and never leave details to _ Facts, received, memory An accurate description of _ is a critical factor in the decision-making process of response units. List at least three general classifications Weapons, Long guns, sharp objects, blunt objects Always verify the _ prior to terminating the call to ensure that you have the correct info Location One technique often successfully in calming a highly emotional caller is _. Define this technique Persistent repetition, requires that the request be requested each time in the same way The acronym_ is recommended to assist telecommunicators in remembering to obtain and relay all descriptive info pertaining to vehicles. List each letter and meaning CYMBALS, color, year, model, body, additional info, license number, state What provides questions for telecommunicators to use for obtaining pertinent info, analyzing incidents and determining response levels Guide cards Explain call process Answering the phone, handling the situation, and gathering info Summarize the suggestions fo handling calls involving a person with mental health issues Focus on the details be empathetic, be firm/polite List the type of info that should be gathered when taking physical descriptive info of people Clothing, hair, gender, race, eye color, height, features, scars Define ANI/ALI ANI( Automatic Number Identification ) ALI (automatic location identification) _ systems enhance basic 911 by automatically providing the callers telephone number and physical address Enhanced 911 (E911) 911 calls are 'selectively ' routed to the correct PSAP based on the _ Number and address Describe a PBX system and how it effects 911 call taking Private branch exchange central location. It will show the building address not the room number List and briefly describe the four basic operational methods for calling routing Direct dispatch, call transfer, call relay. Call referral Define MSAG Master street address guide Define P-ANI The receiver on the tower has a number of its own P-ANI (pseudo-ANI) Define VoIP Voice over internet protocol Explain why wireless calls may be challenging for telecommunicators They may not be able to call back if the call drops, duplicates call and misdials Explain why it is important to verify the incident location prior to terminating the call So the telecommunicator can gather all relevant info quickly, correctly and accurately _,_ and _ of smartphones are posing new challenges to PSAP's to adapt to new technologies Text, photo, data capabilities Define the goal of FirstNet It's to build a nationwide interoperable public safety communications network What residents benefits from text-to-911 Younger generation, hearing and call for safety's sake List five challenges for the PST in the digital age Commitment to ongoing training, willingness to upgrade skills, open to operate new technology, Ability manage your own learning awareness to the changing technological environment In the near future_ may provide video feeds to PSAP's and field units as a part of dispatch and coordination of operations Drones What number is designated for telecommunication relay services for callers who are hearing or speech impaired? What other lines can a TRS call come in on 711, TTY What type of call must be considered a potential TTY call until proven otherwise Silence on the line Define TTY Teletypewriter is a thermal-type devices with a keyboard and display List four standard abbreviations used with all TTY calls HAND(have a nice day) HSPTL (hospital) TY (thank you) HLP(help) Telecommunicators are the vital link between the communications-impaired caller and _ Response units Define conference-in This is the mode where the TCC operator, the telematics user and the PSAP telecommunicators are connected in a three-way call configuration and all parties can speak and hear each other Define telematics It is the general term referring to the technology and all industry involved in delivering location based services to consumer-driven vehicle What does ACN stand for and what does it do? Automatic crash notification, when a crash triggers air bag deployment or activation of crash sensors An emergency button activation with no voice is a telematics call that is similar to 911 open-line call The telecomunicator must verify that a stolen vehicle report has been entered into _ prior to contacting a telematics operator for stolen vehicle tracking NCIC Describe what a Global Positioning System does The TCC operator can determine the location of the vehicle What is GIS Geographical information system, is a base capable of analyzing and displaying geographically referenced information List four things a TCC operator generally includes when transferring a call to a PSAP Name, location, vehicle movement List the three general types of calls that PSAPs May receive for vehicle telematics service providers Emergency key press , ACN, vehicle location List primary benefits of logging recorder information Allows you to go back and listen to a call or radio traffic Define MDT/MDC And list their purpose MDT(mobile data terminals) MDC (mobile day computers. They permit data transfer between the response unit and the PSAP in real time formal Convert these to/from military time 2347-11:47pm 0830-8:30am 0001-12:01am 1515-3:15pm Define AVL Automated vehicle location List the types of information that may be provided by CAD mapping systems Automatically analyzes new incident location and displays associated maps Define echo procedure Used to emphasize certain important parts of a message and ensure the message is received correctly Broadcast of information regarding missing or wanted people, or stolen or wanted vehicles, are commonly referred to as _ or _ broadcasts BOLO, ATL Upon receipt of a fire service or EMS call, the telecommunicator will alert the station or department and provide and _ amount of info concerning the call with initial dispatch and then follow up by providing supplement info to response units once they are enroute Minimum Why is preliminary dispatch info kept to a minimum? Personnel that may be rushing to apparatus bays, donning protective clothing, opening bay doors and starting apparatus Explain the proper length of radio transmissions? 30 seconds List three tips to ensure a professional image on the radio Clear, normal voice, avoid talking to fast, control your emotions Define phonetic alphabet System that associates words with specific letters of the alphabet What can a TC perform to help track response unit locations and condition, especially if a response unit has been at a scene for some time? Status checks Describe the Federal Communications Commission (FCC) and their role in public safety radio communications? Utilize specific. Frequencies for public safety purpose, radio power antenna height and frequency use List two incidents that may be considered "high risk" calls and two that may be considered "specialty" calls High risk; domestic violence, weapons involved, specialty calls; technical rescue, entrapment Define a simplex radio system Only uses one frequency to transmit outgoing messages and to receive incoming messages Define spectrum Full range of radio frequencies used for communication allocated toward the agency What is a repeater ? Extend the effective range of communication by receiving and re-transmitting radio signals automatically and simultaneously Describe a mobile radio Permanently installed in response unit vehicle and apparatus Define radio interoperability Ability for multiple agencies to converse with one another using common radio frequencies a Define the AMBER ALERT system America's missing broadcast emergency response At what age can a person no longer be entered into the AMBER ALERT system ? 18 Give an example of a call that would be classified as 'just occurred' Robbery within 1 minute flee What dose NCIC stand for National crime info center Define robbery Taking by force or threats of force Fire service calls require_ because they are generally escalating emergencies Little prioritization Define DNR Do not resessitate Define terrorism Design and intent sudden events that aim to create the greatest disturbance possible Define the fire service teen 'EXPOSURE' Anything that may become involved Define emergency medical dispatch (EMD) Program that helps telecommunicators properly categorize emergency calls for EMS response and provide medical instructions to the caller What is the primary difference between an assault and battery Physical contact These call present a high potential for assault against response unit Domestic violence What combination of offenses is considered carjacking Robbery and vehicle theft List the critical factor when dealing with structured fires Time Give examples of vehicle fires Motor homes, travel trailers, large trucks and camping trailers The statement' people that that about suicide do not kill themselves' T or F False Define an 'in- progress' call Imminent threat to life/ property and require on immediate dispath Explain the difference between a burglary and a robbery Robbery; by force or threat of force burglary; breaking and entering Describe the kind of info sent by alarm monitoring companies to PSAP's Address of alarm, home of resident type of alarm, reference number , call back number, and address name of business What does NIMS stand for National incident management system Define NIMS Enables response units at all jurisdictional levels At the core of NIMS is ICS (incident command system) Define incident command post ICS is widely applicable and is used to organize both short term and long term field level operations Define staging area Are established temporary location of available resources not immediately assigned Define liaison officer (LNO) is the point of contact for representatives of other agencies responding to the incident such as support services, mutual aid agencies Define logistics and it's role in ICS Responsible for all support requirements What is the ratio for span of control Three to seven subordinates Define PIO and lost the roles of PIO is responsible for Publican info officer. Responsible for interfacing with the public and media with incident related info requirements Define safety officer and list the role S.O IS Responsible for Monitors incident operations and advises the IC on all matters relating to operational safety including the health and safety of emergency personnel Define liability Refers to the responsibility one has for ones act or omissions What is the typical standard used in deciding liability cases "Reasonable and prudent person" Why should a telecommunicator never tell a caller that response units will be right there "Special relationships " Finish the statement. "When called upon to testify, he or she needs no more or no less that what is asked" Keep answers simple and, if possible, answer yes or no Define discretionary act No hard/fast rule to the course of conduct one must or must not follow Define standard care Level of duty owed by one person to another generally based on what a responsible person would do in a similar situation What charges could be filed against a telecommunicator who fails to maintain work related confidentiality Civil and criminal Define risk management Management and liability protection go hand in hand toward the reduction of overall claims against the PSAP and employees Adherence to PSAP policy and procedure is the best method a telecomunicator can use to reduce their_ Liability exposure List some typical assumptions a caller might have when contacting 911 They reached the proper agency. the situation will be resolved in an acceptable manner, the person who answered the phone is trained to handle their request Define diversity Understanding that everyone has differences Why do telecommunicators have a need for counting education Rapid changes in technology, there is always something new to learn What is included in professional development On the job feedback performance review and QA List five ways to reduce stress Keep a positive attitude, eat healthy meals before work, eat fruit instead of candy, get adequate sleep, talk it out Define critical incident stress debriefing (CISD) A process some agencies use to help employees get through highly stressful, traumatic times, it is designed to lessen the overall impact of an event List three essential success factors for teamwork Team leadership, all team meme era must understand their role, teammates must communicate List three types oof stress associated with shift work Mental stress, physical stress, secondary stress How can shift work negatively effect your mind and body It disturbs the body's natural rhythm and forces our biological clock out of sync Negativity is a state of mind, and the only one that has ultimate control over your state of mind and your attitude is _ you are what you think You List the most apparent signs of mental stress Headaches, sleep disturbance, short temper, cant stay focused