9-1-1 Dispatch Study Guide (with solutions)

PSAP correct answers public safety answering point; answer 9-1-1 calls; sometimes dispatch: receive emergency calls requesting police, fire, and emergency medical. Professionalism correct answers vague concept that encompasses honesty, integrity, humility, accountability, and a desire to learn new techniques to perfect job skills. It is defined by who you are (inner character), what you do, (behavior exhibited) and how others perceive you (image projected) Ethics correct answers It involves an individuals personal, professional, & organizational rules of conduct; it includes opinions & feelings about certain manners and behaviors. Vital Services correct answers 4 primary functions or tasks: 1. Communication with the Public, 2. Communication Between Members of the Same Agency, 3. Communications between Public Safety Agencies, 4. Communications between Public Safety Agencies and Support Services. * Telecommunicators are the principal link between public and public safety response system. These functions facilitate communication with the public. Communication w/ the public correct answers Provide assistance or referral between the public and public safety services. Communications between Members of the Same Agency correct answers PSAP is main component of telecommunications system. Communications between Public Safety Agencies correct answers Vital to the community's public safety system Communications between Public Safety & Support Services correct answers Telecommunicators speak with support services on behalf of response units for any # of reasons. Policy correct answers A guide to thinking; states what should happen in term of outcomes, sometimes in very general terms. Procedure correct answers A guide to action; may be linked to the previous policy; example might read, The telecommunicator will answer all 9-1-1 lines by the 3rd ring and clearly state "9-1-1, where is your emergency?" Non-verbal Communication correct answers Communication is defined as the transmission of an idea from the mind of one to the mind of another, with understanding. Open-ended Questions correct answers Questions that can't e answered "yes" or "no", requiring the sender to provide more information. Begin with words like "Tell me about.....Why.....How....Describe.....Explain...."