APCO Module 4 Questions And Answers
Describe the call processing techniques for displaying professionalism and courtesy. -
Speak directly into the telephone mouthpiece
- Use appropriate tone and manner of speech
- Show interest in the caller
- Take charge of conversation
- Explain holds, pauses, and delays
- Explain referrals
- Never argue with the caller
Define "pertinent information" The information needed to get response units to the
incident location. The information needed to prepare the response units to deal with what may
confront them when they get there.
Describe the pertinent information that should be gathered under the category of "where".
Street address, business/building name, subdivision, landmarks, other identifying
information and cross streets.
Colors of houses/buildings, color/make of cars out front, resident's name, gate codes, building
letters/numbers, individual's apartment numbers
, APCO Module 4 Questions And Answers
Explain what is meant by the "location within the location." where at the location or
within the incident is occurring such as room number, specific room, etc.
Describe the pertinent information that should be gathered under the category of "what."
Nature of the incident; helps to determine if a life threatening or medical situation exists.
Describe the pertinent information that should be gathered under the category of "when"
Need to know specific time frame. Ask questions in present tense. Keep caller focused on
what is happening now and what type of assistance is needed NOW.
Explain why it may be necessary to gather person and/or vehicle descriptions. They could
have been involved or might have other information pertinent to the incident.
Explain what the acronym "CYMBALS" stands for. C - Color
Y - Year
M - Make/Model
B - Body
A - Additional Information
Describe the call processing techniques for displaying professionalism and courtesy. -
Speak directly into the telephone mouthpiece
- Use appropriate tone and manner of speech
- Show interest in the caller
- Take charge of conversation
- Explain holds, pauses, and delays
- Explain referrals
- Never argue with the caller
Define "pertinent information" The information needed to get response units to the
incident location. The information needed to prepare the response units to deal with what may
confront them when they get there.
Describe the pertinent information that should be gathered under the category of "where".
Street address, business/building name, subdivision, landmarks, other identifying
information and cross streets.
Colors of houses/buildings, color/make of cars out front, resident's name, gate codes, building
letters/numbers, individual's apartment numbers
, APCO Module 4 Questions And Answers
Explain what is meant by the "location within the location." where at the location or
within the incident is occurring such as room number, specific room, etc.
Describe the pertinent information that should be gathered under the category of "what."
Nature of the incident; helps to determine if a life threatening or medical situation exists.
Describe the pertinent information that should be gathered under the category of "when"
Need to know specific time frame. Ask questions in present tense. Keep caller focused on
what is happening now and what type of assistance is needed NOW.
Explain why it may be necessary to gather person and/or vehicle descriptions. They could
have been involved or might have other information pertinent to the incident.
Explain what the acronym "CYMBALS" stands for. C - Color
Y - Year
M - Make/Model
B - Body
A - Additional Information
