ETC TEST QUESTIONS AND ANSWERS
When faced with an ethical dilemma in the communication center, the ETC should
FIRST: - Answer -Follow established protocol, procedure and policy.
In this course, the "three Ps" refer to: - Answer -Protocol, procedure, and policy.
In some emergency communication centers, the responsibilities of call takers and
dispatching are distinct roles performed by separate individuals. - Answer -True
If a responder or field unit needs additional resources at the scene, who would typically
be responsible for locating, notifying, and coordinating those additional resources? -
Answer -The emergency telecommunicator
What does the acronym TDD stand for? - Answer -Telecommunications Device for the
Deaf
In recent years, the total number of emergency calls has increased dramatically due to:
- Answer -Wireless technology
In the context of the communication process, the "medium" is: - Answer -The channel
or means of the communication.
The International Academies of Emergency Dispatch (IAED) recommends that ETCs
verify the address and callback number by repeating the information back to the caller. -
Answer -False
When communicating with a caller suffering hallucinations or delusions, the ETC should
challenge the caller's false assertions and beliefs. - Answer -False
One of the best techniques for reducing the negative effect of call-processing gaps is to:
- Answer -Tell the caller what you're doing and why.
Most emergency callers are uncooperative or hysterical. - Answer -False
When a caller is having difficulty understanding you over the phone. Speaking louder is
generally more helpful than speaking slower. - Answer -False
The hysteria threshold refers to: - Answer -The point at which a caller loses control over
his/her actions and emotions
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.
When faced with an ethical dilemma in the communication center, the ETC should
FIRST: - Answer -Follow established protocol, procedure and policy.
In this course, the "three Ps" refer to: - Answer -Protocol, procedure, and policy.
In some emergency communication centers, the responsibilities of call takers and
dispatching are distinct roles performed by separate individuals. - Answer -True
If a responder or field unit needs additional resources at the scene, who would typically
be responsible for locating, notifying, and coordinating those additional resources? -
Answer -The emergency telecommunicator
What does the acronym TDD stand for? - Answer -Telecommunications Device for the
Deaf
In recent years, the total number of emergency calls has increased dramatically due to:
- Answer -Wireless technology
In the context of the communication process, the "medium" is: - Answer -The channel
or means of the communication.
The International Academies of Emergency Dispatch (IAED) recommends that ETCs
verify the address and callback number by repeating the information back to the caller. -
Answer -False
When communicating with a caller suffering hallucinations or delusions, the ETC should
challenge the caller's false assertions and beliefs. - Answer -False
One of the best techniques for reducing the negative effect of call-processing gaps is to:
- Answer -Tell the caller what you're doing and why.
Most emergency callers are uncooperative or hysterical. - Answer -False
When a caller is having difficulty understanding you over the phone. Speaking louder is
generally more helpful than speaking slower. - Answer -False
The hysteria threshold refers to: - Answer -The point at which a caller loses control over
his/her actions and emotions
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.
