APCO Module 4 UPDATED ACTUAL
Questions and CORRECT Answers
Explain why it is important to answer calls promptly. - CORRECT ANSWER - Each ring
of the telephone seems like an eternity to the caller. The longer the caller waits, the more they
slip into a crisis state.
Describe why the telecommunicator should never assume multiple calls regarding the same
incident are redundant or irrelevant. - CORRECT ANSWER - New callers may:
- have a better view, understanding or position of relaying information
- have more current or more detailed information
- calling from inside fire scene and may be in danger
- reporting a completely different incident
Describe the call processing techniques for displaying professionalism and courtesy. -
CORRECT ANSWER - - 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" - CORRECT ANSWER - 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". -
CORRECT ANSWER - 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
Explain what is meant by the "location within the location." - CORRECT ANSWER -
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." -
CORRECT ANSWER - 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" -
CORRECT ANSWER - 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. - CORRECT
ANSWER - They could have been involved or might have other information pertinent to
the incident.
Explain what the acronym "CYMBALS" stands for. - CORRECT ANSWER - C - Color
Y - Year
M - Make/Model
B - Body
A - Additional Information
L - License Plate
S - State of Plate
Describe the pertinent information that should be gathered under the category of "who - caller
information." - CORRECT ANSWER - Location, name, call back number.
Questions and CORRECT Answers
Explain why it is important to answer calls promptly. - CORRECT ANSWER - Each ring
of the telephone seems like an eternity to the caller. The longer the caller waits, the more they
slip into a crisis state.
Describe why the telecommunicator should never assume multiple calls regarding the same
incident are redundant or irrelevant. - CORRECT ANSWER - New callers may:
- have a better view, understanding or position of relaying information
- have more current or more detailed information
- calling from inside fire scene and may be in danger
- reporting a completely different incident
Describe the call processing techniques for displaying professionalism and courtesy. -
CORRECT ANSWER - - 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" - CORRECT ANSWER - 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". -
CORRECT ANSWER - 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
Explain what is meant by the "location within the location." - CORRECT ANSWER -
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." -
CORRECT ANSWER - 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" -
CORRECT ANSWER - 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. - CORRECT
ANSWER - They could have been involved or might have other information pertinent to
the incident.
Explain what the acronym "CYMBALS" stands for. - CORRECT ANSWER - C - Color
Y - Year
M - Make/Model
B - Body
A - Additional Information
L - License Plate
S - State of Plate
Describe the pertinent information that should be gathered under the category of "who - caller
information." - CORRECT ANSWER - Location, name, call back number.
