EMD Test ACTUAL UPDATED Exam
Questions and CORECT Answers
Effective quality improvement is: - CORRECT ANSWER A continuous process designed to
improve human performance through measurement, feedback, and education
To recertify as an IAED emergency dispatcher (one disapline), you must verify completion of at
least ____ hours of approved CDE during the recertification process - CORRECT
ANSWER 24
The motto of any quality improvement effort should be: - CORRECT ANSWER "Let's catch
them doing it right!"
Individual feedback should always be provided in private. Composite feedback (for the agency
and for each shift) should be posted for everyone to see - CORRECT ANSWER True
Continuing dispatch education should be part of any quality improvement - CORRECT
ANSWER True
List seven protocol components evaluated in case review: - CORRECT ANSWER a. case
entry
b. chief complain selection
c. key question
d. dispatch life support questions
e. diagnostic and instruction tools
f. final coding
g. customer service
ANI/AlI information should always be verified to ensure accuracy - CORRECT
ANSWER True
, when calling for help, the caller may hear more ring tines than the calltaker does - CORRECT
ANSWER True
in effective telecommunication, volume is generally more important than rate - CORRECT
ANSWER False
when working with a caller with mental illness who is suffering from hallucinations or delusions,
you should: - CORRECT ANSWER Inform the caller that you see things differently and
acknowledge the fact that people have the right to see things their own way
_______ allows speech-and hearing-impaired callers communicate with call takers by signing
their message to an interpreter - CORRECT ANSWER Video relay
Studies show that ECCS for most emergency callers in between: - CORRECT ANSWER 1
and 2
The "hysteria threshold" refers to: - CORRECT ANSWER The point at which a caller loses
control over her/his action and emotions
When using the repetitive persistence technique, the caller should repeat a statement verbatim
using a firm but caring tone. The statement should include: - CORRECT ANSWER An action
and a reason for this action
Silent "gaps" during a call can elevate caller anxiety - CORRECT ANSWER True
List five techniques for working with child callers: - CORRECT ANSWER a. ask to speak to
an adult when necessary
b. get to the child's level
c. determine the correct address
d. determine the correct callback number
Questions and CORECT Answers
Effective quality improvement is: - CORRECT ANSWER A continuous process designed to
improve human performance through measurement, feedback, and education
To recertify as an IAED emergency dispatcher (one disapline), you must verify completion of at
least ____ hours of approved CDE during the recertification process - CORRECT
ANSWER 24
The motto of any quality improvement effort should be: - CORRECT ANSWER "Let's catch
them doing it right!"
Individual feedback should always be provided in private. Composite feedback (for the agency
and for each shift) should be posted for everyone to see - CORRECT ANSWER True
Continuing dispatch education should be part of any quality improvement - CORRECT
ANSWER True
List seven protocol components evaluated in case review: - CORRECT ANSWER a. case
entry
b. chief complain selection
c. key question
d. dispatch life support questions
e. diagnostic and instruction tools
f. final coding
g. customer service
ANI/AlI information should always be verified to ensure accuracy - CORRECT
ANSWER True
, when calling for help, the caller may hear more ring tines than the calltaker does - CORRECT
ANSWER True
in effective telecommunication, volume is generally more important than rate - CORRECT
ANSWER False
when working with a caller with mental illness who is suffering from hallucinations or delusions,
you should: - CORRECT ANSWER Inform the caller that you see things differently and
acknowledge the fact that people have the right to see things their own way
_______ allows speech-and hearing-impaired callers communicate with call takers by signing
their message to an interpreter - CORRECT ANSWER Video relay
Studies show that ECCS for most emergency callers in between: - CORRECT ANSWER 1
and 2
The "hysteria threshold" refers to: - CORRECT ANSWER The point at which a caller loses
control over her/his action and emotions
When using the repetitive persistence technique, the caller should repeat a statement verbatim
using a firm but caring tone. The statement should include: - CORRECT ANSWER An action
and a reason for this action
Silent "gaps" during a call can elevate caller anxiety - CORRECT ANSWER True
List five techniques for working with child callers: - CORRECT ANSWER a. ask to speak to
an adult when necessary
b. get to the child's level
c. determine the correct address
d. determine the correct callback number
