911 Dispatch Exam Questions with Answers
Define the term PSAP Correct Answer Public safety abswering 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
An accurate description of _ is a critical factor in the decision-making process of response units. List at least three general classifications Correct Answer Weapons, Long guns, sharp objects, blunt objects
Always verify the _ prior to terminating the call to ensure that you have the correct info Correct Answer Location
One technique often successfully in calming a highly emotional caller is _. Define this
technique Correct Answer 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 Correct Answer 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 Correct Answer Guide cards
Explain call process Correct Answer Answering the phone, handling the situation, and gathering info
Summarize the suggestions fo handling calls involving a person with mental health issues Correct Answer 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 Correct Answer Clothing, hair, gender, race, eye color, height, features, scars
Define ANI/ALI Correct Answer ANI( Automatic Number Identification ) ALI (automatic location identification)
Define the term PSAP Correct Answer Public safety abswering 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
An accurate description of _ is a critical factor in the decision-making process of response units. List at least three general classifications Correct Answer Weapons, Long guns, sharp objects, blunt objects
Always verify the _ prior to terminating the call to ensure that you have the correct info Correct Answer Location
One technique often successfully in calming a highly emotional caller is _. Define this
technique Correct Answer 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 Correct Answer 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 Correct Answer Guide cards
Explain call process Correct Answer Answering the phone, handling the situation, and gathering info
Summarize the suggestions fo handling calls involving a person with mental health issues Correct Answer 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 Correct Answer Clothing, hair, gender, race, eye color, height, features, scars
Define ANI/ALI Correct Answer ANI( Automatic Number Identification ) ALI (automatic location identification)
