ETC CERTIFICATION QUESTIONS AND ANSWERS
In order to become a successful emergency telecommunicator, a combination of the
following is required - Answer -training and temperament
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. True or False? - Answer -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. True or False? -
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 define, structured, and placed into a reference system
is known as a: - Answer -protocol
In this course, the "three p's" refer to: - Answer -protocol, procedure, and policy
Wireless internet devices (such as smart phones) connect to the internet using: -
Answer -wi-fi
Cell phone networks are divided into specific areas called cells, each with its own: -
Answer -antenna
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 caller's 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 the 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. True or False? - Answer -true
, In the context of the communication process, the "medium" is: - Answer -how the
message is conveyed
In the context of the communication process, "noise" can occur when you are thinking
about something else and essentially blocking out most or all of an incoming message.
True or False? - Answer -true
Diction refers to: - Answer -the choice of words and phrases used to communicate
It is good practice for ects to try to impress callers by using specialized language. True
or False? - Answer -false
Active listening requires the ETC to tune out distractions and focus on the caller's
message. True or False? - Answer -true
Etcs are morally, and in many cases legally, obligated to: - Answer -ensure
confidentiality
Explaining to a caller what is happening and why should be avoided because it wastes
valuable time and increases response times. True or False? - 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
For the caller, the perceived response time is often not as long as the actual response
time. True or False? - Answer -false
The two basic types of customers with whom emergency telecommunicators must
interact are: - Answer -internal and external
Public trust is fragile and can be severely impaired by one negative experience. True or
False? - 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
In order to become a successful emergency telecommunicator, a combination of the
following is required - Answer -training and temperament
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. True or False? - Answer -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. True or False? -
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 define, structured, and placed into a reference system
is known as a: - Answer -protocol
In this course, the "three p's" refer to: - Answer -protocol, procedure, and policy
Wireless internet devices (such as smart phones) connect to the internet using: -
Answer -wi-fi
Cell phone networks are divided into specific areas called cells, each with its own: -
Answer -antenna
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 caller's 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 the 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. True or False? - Answer -true
, In the context of the communication process, the "medium" is: - Answer -how the
message is conveyed
In the context of the communication process, "noise" can occur when you are thinking
about something else and essentially blocking out most or all of an incoming message.
True or False? - Answer -true
Diction refers to: - Answer -the choice of words and phrases used to communicate
It is good practice for ects to try to impress callers by using specialized language. True
or False? - Answer -false
Active listening requires the ETC to tune out distractions and focus on the caller's
message. True or False? - Answer -true
Etcs are morally, and in many cases legally, obligated to: - Answer -ensure
confidentiality
Explaining to a caller what is happening and why should be avoided because it wastes
valuable time and increases response times. True or False? - 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
For the caller, the perceived response time is often not as long as the actual response
time. True or False? - Answer -false
The two basic types of customers with whom emergency telecommunicators must
interact are: - Answer -internal and external
Public trust is fragile and can be severely impaired by one negative experience. True or
False? - 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
