APCO MODULE 3 EXAM QUESTIONS AND ANSWERS
Call Processing - CORRECT ANSWER✅✅An all-encompassing term for actions that include answering
the telephone, handling the
conversation and gathering pertinent incident information.
Answer calls promptly - CORRECT ANSWER✅✅The call on the other end of the line could be very time
sensitive and important.
Proper greeting for emergency lines - CORRECT ANSWER✅✅"9-1-1 where is your emergency"
Proper greeting for non-emergency lines - CORRECT ANSWER✅✅"This is dispatcher ________ with Erie
County Dispatch."
call processing techniques for displaying professionalism and courtesy - CORRECT ANSWER✅✅Use the
appropriate tone and manner of speech when speaking with a caller or an officer. Make sure to show
interest in the call. Take charge of the call if it gets out of hand. Explain holds,pauses,and delays.
how should calls be ended - CORRECT ANSWER✅✅Positively and polity while ensuring the caller that
help is on the way.
pertinent information - CORRECT ANSWER✅✅Important, necessary or informative information
List the four W's - CORRECT ANSWER✅✅Where
What
When
Who
information to be gathered under the category "Where" - CORRECT ANSWER✅✅The Exact Location of
the call.
Call Processing - CORRECT ANSWER✅✅An all-encompassing term for actions that include answering
the telephone, handling the
conversation and gathering pertinent incident information.
Answer calls promptly - CORRECT ANSWER✅✅The call on the other end of the line could be very time
sensitive and important.
Proper greeting for emergency lines - CORRECT ANSWER✅✅"9-1-1 where is your emergency"
Proper greeting for non-emergency lines - CORRECT ANSWER✅✅"This is dispatcher ________ with Erie
County Dispatch."
call processing techniques for displaying professionalism and courtesy - CORRECT ANSWER✅✅Use the
appropriate tone and manner of speech when speaking with a caller or an officer. Make sure to show
interest in the call. Take charge of the call if it gets out of hand. Explain holds,pauses,and delays.
how should calls be ended - CORRECT ANSWER✅✅Positively and polity while ensuring the caller that
help is on the way.
pertinent information - CORRECT ANSWER✅✅Important, necessary or informative information
List the four W's - CORRECT ANSWER✅✅Where
What
When
Who
information to be gathered under the category "Where" - CORRECT ANSWER✅✅The Exact Location of
the call.
