1|Page
APCO Module 4 QUESTIONS WITH
COMPLETE SOLUTIONS GRADED
A+
Explain why it is important to answer calls promptly. - ✔✔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. - ✔✔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. -
✔✔- Speak directly into the telephone mouthpiece
- Use appropriate tone and manner of speech
- Show interest in the caller
Katelyn Whitman© 2025, All Rights Reserved.
, 2|Page
- 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
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.
Katelyn Whitman© 2025, All Rights Reserved.
APCO Module 4 QUESTIONS WITH
COMPLETE SOLUTIONS GRADED
A+
Explain why it is important to answer calls promptly. - ✔✔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. - ✔✔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. -
✔✔- Speak directly into the telephone mouthpiece
- Use appropriate tone and manner of speech
- Show interest in the caller
Katelyn Whitman© 2025, All Rights Reserved.
, 2|Page
- 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
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.
Katelyn Whitman© 2025, All Rights Reserved.
