NECI 911 DISPATCH CERTIFICATION EXAM
Define the term PSAP - ANSWER Public safety abswering point
Define ethics - 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 - ANSWER Law enforcement, fire
service, emergency medical service communication
What does a chain of command define - ANSWER The relationships between
frontline telecommunicators, supervisers and managers
Explain the difference between a policy and procedure - ANSWER Policy is a guide
to thinking, procedure is a guide to action
Define vital services - ANSWER To provide assistance or referral between the public
and public safety
Define mutual aid - 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 -
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 - ANSWER The
sender, receiver, message, medium, context and feed back
Define active listening - 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 - 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 - ANSWER Paraphrasing is a brief rephrase of info provided by
the sender
Define reflecting feelings and give and example - ANSWER
Reflecting feelings is repeating in a short, declarative statement the emotions of the
feelings that the sender is communicating - ANSWER
, Explain the difference between an observation and an inference - 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 - ANSWER To ensure procedures
and policies
List 3 caller expectations - ANSWER Be friendly, fast and be responsive
Define non-verbal attending - ANSWER Listening while making eye contact
Explain why it is important that telecommunicators use clear speech and proper
diction - ANSWER TI ensure that your message is understood
What is one form of advice a telecommunicator never gives - ANSWER Legal advice
Telecommunicators should make a practice of recording _ as they are _ and never
leave details to _ - 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 - ANSWER Weapons, Long
guns, sharp objects, blunt objects
Always verify the _ prior to terminating the call to ensure that you have the correct
info - ANSWER Location
One technique often successfully in calming a highly emotional caller is _. Define this
technique - 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 - 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 - ANSWER Guide cards
Explain call process - ANSWER Answering the phone, handling the situation, and
gathering info
Summarize the suggestions fo handling calls involving a person with mental health
issues - 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 - ANSWER Clothing, hair, gender, race, eye color, height, features, scars
Define ANI/ALI - ANSWER ANI( Automatic Number Identification ) ALI (automatic
location identification)
Define the term PSAP - ANSWER Public safety abswering point
Define ethics - 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 - ANSWER Law enforcement, fire
service, emergency medical service communication
What does a chain of command define - ANSWER The relationships between
frontline telecommunicators, supervisers and managers
Explain the difference between a policy and procedure - ANSWER Policy is a guide
to thinking, procedure is a guide to action
Define vital services - ANSWER To provide assistance or referral between the public
and public safety
Define mutual aid - 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 -
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 - ANSWER The
sender, receiver, message, medium, context and feed back
Define active listening - 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 - 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 - ANSWER Paraphrasing is a brief rephrase of info provided by
the sender
Define reflecting feelings and give and example - ANSWER
Reflecting feelings is repeating in a short, declarative statement the emotions of the
feelings that the sender is communicating - ANSWER
, Explain the difference between an observation and an inference - 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 - ANSWER To ensure procedures
and policies
List 3 caller expectations - ANSWER Be friendly, fast and be responsive
Define non-verbal attending - ANSWER Listening while making eye contact
Explain why it is important that telecommunicators use clear speech and proper
diction - ANSWER TI ensure that your message is understood
What is one form of advice a telecommunicator never gives - ANSWER Legal advice
Telecommunicators should make a practice of recording _ as they are _ and never
leave details to _ - 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 - ANSWER Weapons, Long
guns, sharp objects, blunt objects
Always verify the _ prior to terminating the call to ensure that you have the correct
info - ANSWER Location
One technique often successfully in calming a highly emotional caller is _. Define this
technique - 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 - 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 - ANSWER Guide cards
Explain call process - ANSWER Answering the phone, handling the situation, and
gathering info
Summarize the suggestions fo handling calls involving a person with mental health
issues - 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 - ANSWER Clothing, hair, gender, race, eye color, height, features, scars
Define ANI/ALI - ANSWER ANI( Automatic Number Identification ) ALI (automatic
location identification)
