APCO PST1
STUDY GUIDE
The
term "PSAP" stands for "Public Safety Access Point" - answer- FALSE
Professionalism is defined by who you are, what you do and how others
perceive you. - answer- TRUE
Ethics involves an individual's personal, professional and organizational
rules of conduct. - answer- TRUE
The operational relationship between telecommunicators, supervisors
and managers is defined by the PSAP's: - answer- Chain of
Command
The three primary disciplines of public safety communications are law
enforcement communications, fire service communications and
emergency management communications. - answer- FALSE
The term "vital services" defines the primary functions or tasks of public
safety communications systems. - answer- TRUE
The vital services of a public safety communications system are to
provide communication between the PSAP and: - answer- The public, agency
personnel, and other agencies
A process for supplying supplemental personnel, equipment or other
resources to assist other agencies in time of need is referred to as: - answer- Mutual Aid
, A policy is a guide to action and a procedure is a guide to thinking. - answer- FALSE
The six components of the communications cycle are: - answer- Sender, receiver
Demonstrating an interest and understanding in what is being said by
staying focused, asking questions, listening for the main point and
listening for the rationale behind what is being said is the definition of: - answer- Active
Listening
Physically signaling that you are listening is applying the listening
technique of: - answer- B. Nonverbal attending
Because the telecommunicator cannot see callers on the phone,
nonverbal communication plays no part in handling public safety calls for
service. - answer- FALSE
A question that cannot be answered "yes" or "no" is referred to as an
open-ended question. - answer- TRUE
Repeating in a short declarative statement the emotions or feelings the
speaker is communicating is applying the active listening technique of
paraphrasing. - answer- FALSE
An observation is based on assumptions and an inference is based on
facts. - answer- FALSE
As part of customer service, callers expect to talk to a professional, be
treated with courtesy and speak to a person who can solve their
problem. - answer- TRUE
Quality Assurance programs in the PSAP include actions taken to
ensure that standards and procedures are met and followed. - answer- TRUE
Emergency calls can only come in on emergency lines - answer- FALSE
If a Telecommunicator can only get one piece of information from a
caller, it should be: - answer- Where
Giving legal advice and/or personal opinions to callers is all part of a
telecommunicator's job. - answer- FALSE
An accurate description of weapons is critical information for response
units. - answer- TRUE
The telecommunicator should always verify the: - answer- Incident location
STUDY GUIDE
The
term "PSAP" stands for "Public Safety Access Point" - answer- FALSE
Professionalism is defined by who you are, what you do and how others
perceive you. - answer- TRUE
Ethics involves an individual's personal, professional and organizational
rules of conduct. - answer- TRUE
The operational relationship between telecommunicators, supervisors
and managers is defined by the PSAP's: - answer- Chain of
Command
The three primary disciplines of public safety communications are law
enforcement communications, fire service communications and
emergency management communications. - answer- FALSE
The term "vital services" defines the primary functions or tasks of public
safety communications systems. - answer- TRUE
The vital services of a public safety communications system are to
provide communication between the PSAP and: - answer- The public, agency
personnel, and other agencies
A process for supplying supplemental personnel, equipment or other
resources to assist other agencies in time of need is referred to as: - answer- Mutual Aid
, A policy is a guide to action and a procedure is a guide to thinking. - answer- FALSE
The six components of the communications cycle are: - answer- Sender, receiver
Demonstrating an interest and understanding in what is being said by
staying focused, asking questions, listening for the main point and
listening for the rationale behind what is being said is the definition of: - answer- Active
Listening
Physically signaling that you are listening is applying the listening
technique of: - answer- B. Nonverbal attending
Because the telecommunicator cannot see callers on the phone,
nonverbal communication plays no part in handling public safety calls for
service. - answer- FALSE
A question that cannot be answered "yes" or "no" is referred to as an
open-ended question. - answer- TRUE
Repeating in a short declarative statement the emotions or feelings the
speaker is communicating is applying the active listening technique of
paraphrasing. - answer- FALSE
An observation is based on assumptions and an inference is based on
facts. - answer- FALSE
As part of customer service, callers expect to talk to a professional, be
treated with courtesy and speak to a person who can solve their
problem. - answer- TRUE
Quality Assurance programs in the PSAP include actions taken to
ensure that standards and procedures are met and followed. - answer- TRUE
Emergency calls can only come in on emergency lines - answer- FALSE
If a Telecommunicator can only get one piece of information from a
caller, it should be: - answer- Where
Giving legal advice and/or personal opinions to callers is all part of a
telecommunicator's job. - answer- FALSE
An accurate description of weapons is critical information for response
units. - answer- TRUE
The telecommunicator should always verify the: - answer- Incident location
