NECI 911 DISPATCH CERTIFICATION EXAM NEWEST ACTUAL EXAM QUESTIONS AND CORRECT ANSWERS

NECI 911 DISPATCH CERTIFICATION EXAM NEWEST ACTUAL EXAM QUESTIONS AND CORRECT ANSWERS 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