OUTEC - Online Universal
Telecommunication Essentials Course
v1.0
1. ______________ technologies give communication centers the ability to receive text,
data, images, and video in addition to traditional voice information. - ANS-Next
Generation 9-1-1 (NG9-1-1)
2. ________________ is a technique for communicating with hearing-impaired callers who
can speak. The caller uses their voice to speak directly to the Emergency Dispatcher,
who then uses a TTY to type a message back to the caller. - ANS-Voice carryover
3. ________________ technologies interact with your agency's GeoFile system to monitor
and track the location of field units equipped with special transmitters. - ANS-AVL/GPS
4. Academy-certified personnel shall not violate patient privacy laws and shall always
respect those rights. - ANS-true
5. An effective quality improvement program includes case review, feedback, and: -
ANS-continuing dispatch education (CDE).
6. An Emotional Content and Cooperation Score (ECCS) of 2 indicates that the caller: -
ANS-is anxious and demonstrating concern, but is cooperative.
7. In a random case review: - ANS-every call in the database has an equal chance of being
selected without bias or pattern.
8. Most emergency callers are uncooperative or hysterical. - ANS-false
9. Public safety agencies that fail to take appropriate remedial action against employees
who demonstrate poor performance may be found liable for the employee's
inappropriate actions based on the legal concept of: - ANS-negligent retention
10.The best definition for 'wake-effect collision' from the following is: - ANS-a traffic accident
caused by the passage of an emergency vehicle that does NOT directly involve (hit) the
emergency vehicle.
11.The Gap Theory states that: - ANS-silent "gaps" during a call can elevate caller anxiety
and cause inappropriate demands.
12.The International Academies of Emergency Dispatch recommends that Emergency
Dispatchers verify the address and callback number by repeating the information to the
caller. - ANS-false
13.Use of casual terms such as "dear" or "honey" toward callers is recommended by the
IAED as a good way to create a more personal interaction. - ANS-false
14.When a caller is having difficulty understanding you over the phone, speaking slower is
generally more helpful than speaking louder. - ANS-true
15.When a child calls for help, Emergency Dispatchers must always ask to speak with an
adult. - ANS-false
Telecommunication Essentials Course
v1.0
1. ______________ technologies give communication centers the ability to receive text,
data, images, and video in addition to traditional voice information. - ANS-Next
Generation 9-1-1 (NG9-1-1)
2. ________________ is a technique for communicating with hearing-impaired callers who
can speak. The caller uses their voice to speak directly to the Emergency Dispatcher,
who then uses a TTY to type a message back to the caller. - ANS-Voice carryover
3. ________________ technologies interact with your agency's GeoFile system to monitor
and track the location of field units equipped with special transmitters. - ANS-AVL/GPS
4. Academy-certified personnel shall not violate patient privacy laws and shall always
respect those rights. - ANS-true
5. An effective quality improvement program includes case review, feedback, and: -
ANS-continuing dispatch education (CDE).
6. An Emotional Content and Cooperation Score (ECCS) of 2 indicates that the caller: -
ANS-is anxious and demonstrating concern, but is cooperative.
7. In a random case review: - ANS-every call in the database has an equal chance of being
selected without bias or pattern.
8. Most emergency callers are uncooperative or hysterical. - ANS-false
9. Public safety agencies that fail to take appropriate remedial action against employees
who demonstrate poor performance may be found liable for the employee's
inappropriate actions based on the legal concept of: - ANS-negligent retention
10.The best definition for 'wake-effect collision' from the following is: - ANS-a traffic accident
caused by the passage of an emergency vehicle that does NOT directly involve (hit) the
emergency vehicle.
11.The Gap Theory states that: - ANS-silent "gaps" during a call can elevate caller anxiety
and cause inappropriate demands.
12.The International Academies of Emergency Dispatch recommends that Emergency
Dispatchers verify the address and callback number by repeating the information to the
caller. - ANS-false
13.Use of casual terms such as "dear" or "honey" toward callers is recommended by the
IAED as a good way to create a more personal interaction. - ANS-false
14.When a caller is having difficulty understanding you over the phone, speaking slower is
generally more helpful than speaking louder. - ANS-true
15.When a child calls for help, Emergency Dispatchers must always ask to speak with an
adult. - ANS-false
