NECI 911 dispatch exam QUESTIONS WITH ANSWERS 2024//2025

NECI 911 dispatch exam QUESTIONS WITH ANSWERS 2024//2025 Define the term PSAP - ANSWERS Public safety abswering point Define ethics - ANSWERS It involves an individuals personal, profession and organization rules of conduct. It includes opinions and feelings about manners and behaviors. List the three primary disciplines of public safety - ANSWERS Law enforcement, fire service, emergency medical service communication What does a chain of command define - ANSWERS The relationships between frontline telecommunicators, supervisers and managers Explain the difference between a policy and procedure - ANSWERS Policy is a guide to thinking, procedure is a guide to action Define vital services - ANSWERS To provide assistance or referral between the public and public safety Define mutual aid - ANSWERS A process of supplying supplemental personal equipment or other recourses to an incident to assist agencies that may be in danger or becoming overwhelmed in their response List the vital services that a public safety communication system provides - ANSWERS Facilitate communication with the public, between members of the same agency, between public safety agencies and between support service entities List and describe the six components of the communication cycle - ANSWERS The sender, receiver, message, medium, context and feed back Define active listening - ANSWERS Active listening involves demonstrating an interest and understanding in what is being said through staying focused, asking questions and listening for the main point Define open-ended questions and give and example - ANSWERS Open-ended questions aren't questions that can not be answered "yes" or "no" requiring the sender to provide more info. Example: "what's your name?" "How are you" Define paraphrasing - ANSWERS Paraphrasing is a brief rephrase of info provided by the sender Define reflecting feelings and give and example - ANSWERS Reflecting feelings is repeating in a short, declarative statement the emotions of the feelings that the sender is communicating - ANSWERS Explain the difference between an observation and an inference - ANSWERS Observations are what we see, hear and also what we think. inferences are drawn from our observations Describe the purpose of a PSAP's QA/QI Program - ANSWERS To ensure procedures and policies List 3 caller expectations - ANSWERS Be friendly, fast and be responsive Define non-verbal attending - ANSWERS Listening while making eye contact Explain why it is important that telecommunicators use clear speech and proper diction - ANSWERS TI ensure that your message is understood What is one form of advice a telecommunicator never gives - ANSWERS Legal advice Telecommunicators should make a practice of recording _ as they are _ and never leave details to _ - ANSWERS Facts, received, memory An accurate description of _ is a critical factor in the decision-making process of response units. List at least three general classifications - ANSWERS Weapons, Long guns, sharp objects, blunt objects Always verify the _ prior to terminating the call to ensure that you have the correct info - ANSWERS Location One technique often successfully in calming a highly emotional caller is _. Define this technique - ANSWERS Persistent repetition, requires that the request be requested each time in the same way The acronym_ is recommended to assist telecommunicators in remembering to obtain and relay all descriptive info pertaining to vehicles. List each letter and meaning - ANSWERS CYMBALS, color, year, model, body, additional info, license number, state What provides questions for telecommunicators to use for obtaining pertinent info, analyzing incidents and determining response levels - ANSWERS Guide cards Explain call process - ANSWERS Answering the phone, handling the situation, and gathering info Summarize the suggestions fo handling calls involving a person with mental health issues - ANSWERS Focus on the details be empathetic, be firm/polite List the type of info that should be gathered when taking physical descriptive info of people - ANSWERS Clothing, hair, gender, race, eye color, height, features, scars Define ANI/ALI - ANSWERS ANI( Automatic Number Identification ) ALI (automatic location identification) _ systems enhance basic 911 by automatically providing the callers telephone number and physical address - ANSWERS Enhanced 911 (E911) 911 calls are 'selectively ' routed to the correct PSAP based on the _ - ANSWERS Number and address Describe a PBX system and how it effects 911 call taking - ANSWERS Private branch exchange central location. It will show the building address not the room number List and briefly describe the four basic operational methods for calling routing - ANSWERS Direct dispatch, call transfer, call relay. Call referral Define MSAG - ANSWERS Master street address guide Define P-ANI - ANSWERS The receiver on the tower has a number of its own P-ANI (pseudo-ANI) Define VoIP - ANSWERS Voice over internet protocol Explain why wireless calls may be challenging for telecommunicators - ANSWERS They may not be able to call back if the call drops, duplicates call and misdials Explain why it is important to verify the incident location prior to terminating the call - ANSWERS So the telecommunicator can gather all relevant info quickly, correctly and accurately _,_ and _ of smartphones are posing new challenges to PSAP's to adapt to new technologies - ANSWERS Text, photo, data capabilities Define the goal of FirstNet - ANSWERS It's to build a nationwide intero