IAED ETC CERTIFICATION QUESTIONS & ANSWERS
In order to become a successful emergency telecommunicator, a combination of the
following is required: - Answer -Training and temperament
True or False: If a field unit needs a certain type of assistance, it is usually up to that
field unit to locate, notify, and coordinate the additional resources. - Answer -False
True or False: The IAED (the Academy) enforces its Code of Ethics by withholding or
revoking the certifications of those who fail to agree to, or uphold, these standards. -
Answer -True
When faced with an ethical dilemma in the communication center, the ETC should first:
- Answer -Follow established protocol, procedure, and policy
A procedure that has been highly defined, structured, and placed into a reference
system is known as a: - Answer -Protocol
The three "P's" refer to: - Answer -Protocol, procedure, and policy
Wireless internet devices (such as smart phones) connect to the internet using: -
Answer -WiFi
Cell phone networks are divided into specific areas called cells, each with its own: -
Answer -Antenna
True or False: Prior to the development of emergency number technology, either the
caller or the operator had to try to figure out which agency or department emergency
calls should go to, based on the callers location. - Answer -True
What does the acronym TDD stand for? - Answer -Telecommunications device for the
deaf
What does the acronym VoIP stand for? - Answer -Voice over Internet Protocol
The technology that allows an ETC to take an automatic number identification (ANI)
number and "dip" it into an address database is called" - Answer -ALI (automatic
location identification)
What does the acronym CAD stand for? - Answer -Computer-aided dispatch
The total number of emergency calls has increased dramatically due to wireless
technology - Answer -True
, In the context of the communication process, the "medium" is: - Answer -How the
message is conveyed
True or False: Explaining to a caller what is happening and why should be avoided
because it wastes valuable time and increases response times. - Answer -False
Given any specific type of incident, there must be no difference in: - Answer -The level
of service that each calltaker in the agency provides
A ____________ could be a referring agency, an alarm company, or a person that
generally lacks personal, direct knowledge but was asked or told by someone else to
summon help. - Answer -Fourth-party caller
When the ETC needs to verify address/location information provided by the caller, it is
recommended that the ETC: - Answer -Ask the caller to repeat the information
True or False: For the caller, the perceived response time is often not as long as the
actual response time. - Answer -False
The two basic types of customers with whom emergency telecommunicators must
interact are: - Answer -Internal and External
True or False: Public trust is fragile and can be severely impaired by one negative
experience. - Answer -True
In the context of emergency telecommunication, ECCS stand for: - Answer -Emotional
Content and Cooperation Score
Studies show that the ECCS for most emergency callers is between: - Answer -1 and 2
True or False: Most emergency number callers are too upset to communicate
effectively. - Answer -False
The hysteria threshold refers to: - Answer -The point at which a caller loses control over
his/her actions and emotions
When using the repetitive persistence technique, the calltaker should: - Answer -
Repeat a statement verbatim using a firm but caring tone
When an ETC is having trouble communicating with a caller who primarily speaks a
foreign language, the ETC should: - Answer -Obtain foreign language support, if
available.
True or False: When communicating with a caller suffering from hallucinations or
delusions, you should challenge the caller's false assertions and beliefs. - Answer -
False
In order to become a successful emergency telecommunicator, a combination of the
following is required: - Answer -Training and temperament
True or False: If a field unit needs a certain type of assistance, it is usually up to that
field unit to locate, notify, and coordinate the additional resources. - Answer -False
True or False: The IAED (the Academy) enforces its Code of Ethics by withholding or
revoking the certifications of those who fail to agree to, or uphold, these standards. -
Answer -True
When faced with an ethical dilemma in the communication center, the ETC should first:
- Answer -Follow established protocol, procedure, and policy
A procedure that has been highly defined, structured, and placed into a reference
system is known as a: - Answer -Protocol
The three "P's" refer to: - Answer -Protocol, procedure, and policy
Wireless internet devices (such as smart phones) connect to the internet using: -
Answer -WiFi
Cell phone networks are divided into specific areas called cells, each with its own: -
Answer -Antenna
True or False: Prior to the development of emergency number technology, either the
caller or the operator had to try to figure out which agency or department emergency
calls should go to, based on the callers location. - Answer -True
What does the acronym TDD stand for? - Answer -Telecommunications device for the
deaf
What does the acronym VoIP stand for? - Answer -Voice over Internet Protocol
The technology that allows an ETC to take an automatic number identification (ANI)
number and "dip" it into an address database is called" - Answer -ALI (automatic
location identification)
What does the acronym CAD stand for? - Answer -Computer-aided dispatch
The total number of emergency calls has increased dramatically due to wireless
technology - Answer -True
, In the context of the communication process, the "medium" is: - Answer -How the
message is conveyed
True or False: Explaining to a caller what is happening and why should be avoided
because it wastes valuable time and increases response times. - Answer -False
Given any specific type of incident, there must be no difference in: - Answer -The level
of service that each calltaker in the agency provides
A ____________ could be a referring agency, an alarm company, or a person that
generally lacks personal, direct knowledge but was asked or told by someone else to
summon help. - Answer -Fourth-party caller
When the ETC needs to verify address/location information provided by the caller, it is
recommended that the ETC: - Answer -Ask the caller to repeat the information
True or False: For the caller, the perceived response time is often not as long as the
actual response time. - Answer -False
The two basic types of customers with whom emergency telecommunicators must
interact are: - Answer -Internal and External
True or False: Public trust is fragile and can be severely impaired by one negative
experience. - Answer -True
In the context of emergency telecommunication, ECCS stand for: - Answer -Emotional
Content and Cooperation Score
Studies show that the ECCS for most emergency callers is between: - Answer -1 and 2
True or False: Most emergency number callers are too upset to communicate
effectively. - Answer -False
The hysteria threshold refers to: - Answer -The point at which a caller loses control over
his/her actions and emotions
When using the repetitive persistence technique, the calltaker should: - Answer -
Repeat a statement verbatim using a firm but caring tone
When an ETC is having trouble communicating with a caller who primarily speaks a
foreign language, the ETC should: - Answer -Obtain foreign language support, if
available.
True or False: When communicating with a caller suffering from hallucinations or
delusions, you should challenge the caller's false assertions and beliefs. - Answer -
False
