APCO TEST QUESTIONS WITH VERIFIED ANSWERS, LATEST UPDATE 2024/2025 (GRADED)

List the combined verbal and nonverbal elements that communicate to the telecommunicator the situation being reported - Answer- Comfortable tone Encourages conversation Demonstrates interest Signals understanding Message format List and describe the six components of the communications cycle - Answer- The sender: the person who initiates the conversation Receiver: The target of the conversation. Can be a person or group. Message: THe idea/purpose of the conversation Medium: The form in which the message is transferred between the sender and receiver. Context: The situation in which the exchange takes place, this includes the relationship between the sender and receiver. Feedback: The response from the receiver to the sender as perceived by the receiver Define active listening - Answer- Showing interest and understanding in the conversation through a means of physical and verbal cues Define open-ended questions and give an example - Answer- Questions that require a response beyond a "yes" or "no" forcing the receiver to provide more information. Ex: "How did this happen?" Define "in progress" calls. - Answer- Those with an imminent threat to life or property and require an immediate dispatch Define "just occurred" calls. - Answer- There is no immediate threat to life or property Define "delayed" calls. - Answer- When the time of occurrence is unknown and the incident requires a report or investigation Define "abduction/kidnapping" - Answer- The forcible taking of a person or persons against their will, sometimes with the goal of demanding a ransom or other type of compensation for their return. Explain what the word telematics refers to - Answer- The technology and industry involved in delivering location based services to consumer driven vehicles. APCO TEST QUESTIONS WITH VERIFIED ANSWERS LATEST UPDATE 2024/2025 | 100% CORRECT!! Explain the AMBER Alert system and how it works. - Answer- A nationwide system that is organized under state or regional plans for the purpose of assisting in the recovery of abducted or endangered children. It uses the Emergency Alert System (EAS) to broadcast a description of the missing child and the suspected abductor throughout the affected community and neighbouring areas. Define paraphrasing and give an example. - Answer- A short restatement of a previous statement showing understanding. Ex: Sender: "He has a gun!" Receiver: "So you say he has a gun?" Define reflecting feelings and give an example. - Answer- A short statement restating the feelings or emotions of the sender. Ex: "I understand that you're feeling scared" List the common traps that may prevent or discourage active listening. - AnswerConversation overload Personal preoccupation Rate of thought Noise Assumptions Explain why it is important that telecommunicators use clear speech and proper diction. - Answer- It allows for a better understanding of the situation for both the receiver and the sender. Explain the difference between an observation and an inference. - Answer- An observation is the act of recording true facts and events whilst an inference is the coming to a conclusion based on something known or assumed. Describe how a telecommunicator can provide good customer service. - AnswerFocussing on the caller, receiving the call, being approachable, expressing empathy, being responsive, being friendly, flexible, reliable, and fast. List the technologies telematics integrates - Answer- Emergency key press , automatic crash notification calls and vehicle location assistance. Describe the important dispatch factors for motor vehicle accidents/wrecks - AnswerApparent injuries, the presence of flames, smoke visible or fuel spill, and if anyone is trapped or pinned inside the vehicle. Define "hit and run" - Answer- Motor vehicle accidents where at least one party has left the scene Describe the difference between an assault and a battery - Answer- An assault typically does not involve any physical contact, while battery infers some type of physical contact has occurred State how the telecommunicator should record the wording of a bomb threat - AnswerRecord the EXACT wording of the threat Explain the difference between a burglary and a robbery - Answer- Burglary is the entry into a building and the commission of a crime inside, robbery is the taking of property with force or threat of force State what the telecommunicator should never assume on a deceased person call. - Answer- Do not assume the person is deceased. In the absence of very strong evidence that the person is deceased, an EMS response should be initiated. State what call type has the highest potential for assaults against response units. - Answer- Family disturbances Define "larceny". - Answer- The unauthorized removal or concealment of property. List what the telecommunicator should try to determine when handling a missing person report. - Answer- Age, mental and physical condition, the subject's behavior surrounding the disappearance, any use of drugs, and whether the subject took such things as extra clothing, luggage, money, or other personal items. Define "vandalism". - Answer- The act of destroying or damaging public or private property maliciously. Describe the kind of information sent by alarm monitoring companies to PSAPs. - Answer- Alarm company's event number Address of the alarm subscriber Type of alarm, including the triggering method (motion detector, glass breakage, etc.) Specific location of the triggering device Detailed information about the premises, including commercial versus residential Detailed directions Any hazardous materials stored at the facility or other hazards the responders should know about Describe the two primary considerations on brush fire calls. - Answer- Access to the area and availability of water to combat the blaze Potential exposure problems (anything close to the proximity to the fire that may become involved or which, if involved, may escalate the danger greatly) List what fire alarms are designed to detect. - Answer- Heat, light, flame, smoke, or water flow State what the telecommunicator's first responsibility is in a structure fire. - Answer- To determine the presence of an actual fire, and determine if the caller is threatened. List the two levels of EMS response and what differentiates them. - Answer- Basic Life Support: Basic (EMT-B) personnel. EMT-Bs have at least 110 hours of training in patient assessment and treatment of fractures, lacerations, and other minor injuries. They are also CPR trained and are able to provide appropriate care. EMT-Bs provide treatment and transport the sick and injured in cases where more advanced treatments and interventions are not required. Advanced Life Support: Intermediate (EMT-I) or Paramedic (EMT-P) personnel who have advanced training in the care and treatment of the sick and injured. Describe an Emergency Medical Dispatch (EMD) program. - Answer- A program that helps telecommunicators properly categorize emergency calls for EMS response, and provide medical instructions to the caller prior to response units arriving on scene (prearrival instructions). EMD programs use guide cards to assist the telecommunicator in making these response decisions. Explain " call processing ". - Answer- Actions that include answering the phone, handling the conversation, and gathering incident info Explain why it is important to answer the calls promptly. - Answer- Because the caller has a problem and expects public safety to help solve it. Describe the proper greeting for the emergency line. - Answer- " 9-1-1, Where is your emergency?" Describe the proper greeting for the non-emergency line. - Answer- Answer by saying the PSAP or agency you are. Describe the call processing techniques for displaying professionalism and courtesy. - Answer- Speak directly into the phone mouthpiece, use appropriate tone and manner, show interest in the caller, take charge of the conversation, explain hold/pauses, never argue. Describe how calls should be ended. - Answer- End the calls positively and politely Define "pertinent information." - Answer- The info needed to get response unites to the correct location List the four W's. - Answer- Where, What, When, Who, Weapons Describe the pertinent information that should be gathered under the category of "Where". - Answer- Where is the exact location, and where inside (if applicable) Describe the pertinent information that should be gathered under the category of "What". - Answer- Have a brief description of what was happening at the incident Describe the pertinent information that should be gathered under the category of "When." - Answer- Get a time frame for when the incident occurred Describe the pertinent information that should be gathered under the category of "WhoSUSP info". - Answer- Descriptive info, name/address, physical and clothing direction of travel. Describe the pertinent information that should be gathered under the category of weapons. - Answer- Are there weapons at the scene or is someone threatening to use one Describe the pertinent information that should be gathered under the category of "WhoCaller info." - Answer- Caller name, location, and callback number State what telecommunicators should not interject into call information. - Answer- They should not assert their personal point of view, opinions, supposition, and/or theories List the type of info that should be gathered when taking descriptive info of people. - Answer- Name, race,sex,age,height,weight,hair,eye color, other noticeable descriptions,clothing List the types of info that should be gathered when taking clothing descriptive info of people. - Answer- Start at the top and work down, you need the color and style Define the acronym " CYMBALS." - Answer- Color, Year, Make/Model, Body, Additional info, License number, State license Summarize the suggestions for handling highly emotional callers. - Answer- Speak in a calm competent voice with a decisive tone Summarize the suggestions for handling child callers. - Answer- Repeat and rephrase questions so they understand, don't judge the severity of the call for the tone of the child. Explain the purpose of NIMS. - Answer- NIMS provides a set of standardized organizational structures, including the Incident Command System (ICS) as well as requirements for processes, procedures, and systems to improve interoperability among jurisdictions and disciplines in various areas. Explain the NIMS impact on the telecommunicator. - Answer- The initial assessment of call details becomes even more critical at the PSAP level. The early determination of a hazard and the appropriate notifications are essential. Telecommunicators must update event records, call history and information from callers and the response units to best assess the true nature of the call. The telecommunicator must understand that additional questions and pre-arrival instructions can have a significant impact on the final outcome of events as they evolve. Outline the history and development of ICS.