9-1-1 Dispatch Study Guide|| 125
QUESTIONS || CORRECT 100%
PSAP - ANSWER public safety answering point; answer 9-1-1 calls; sometimes dispatch: receive
emergency calls requesting police, fire, and emergency medical.
Professionalism - ANSWER 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 - ANSWER It involves an individuals personal, professional, & organizational rules of conduct; it
includes opinions & feelings about certain manners and behaviors.
Vital Services - ANSWER 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 - ANSWER Provide assistance or referral between the public and public
safety services.
Communications between Members of the Same Agency - ANSWER PSAP is main component of
telecommunications system.
Communications between Public Safety Agencies - ANSWER Vital to the community's public safety
system
Communications between Public Safety & Support Services - ANSWER Telecommunicators speak with
support services on behalf of response units for any # of reasons.
, Policy - ANSWER A guide to thinking; states what should happen in term of outcomes, sometimes in very
general terms.
Procedure - ANSWER 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?"
Basic 9-1-1 - ANSWER A system that provides dedicated lines for carrying 9-1-1 calls to the correct PSAP.
Call Routing - ANSWER The operational methods used to route call information through and between
agencies. The 4 basic operational methods of call routing are direct dispatch, call transfer, call relay and
call referral.
Direct Dispatch - ANSWER Where call is dispatched directly by the PSAP that receives the call.
Call Transfer - ANSWER Where the caller is transferred to the appropriate PSAP for dispatch after
incident, location and nature is obtained.
Call Relay - ANSWER Where information obtained from a caller is provided (relayed) to the appropriate
PSAP, department, agency. Gather's all pertinent information and advises the caller the appropriate
agency or department will be notified.
Call Referral - ANSWER Where the caller is provided the telephone # and asked to call the appropriate
agency, non-emergency and administrative calls.
PBX Systems - ANSWER If a call for service comes from the system, the telecommunicator must obtain
exact location information; ex: our school
VOiP Calls - ANSWER Voice Over Internet Protocol; A technology that allows you to make telephone calls
using the internet. * May come in over an administrative line*
QUESTIONS || CORRECT 100%
PSAP - ANSWER public safety answering point; answer 9-1-1 calls; sometimes dispatch: receive
emergency calls requesting police, fire, and emergency medical.
Professionalism - ANSWER 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 - ANSWER It involves an individuals personal, professional, & organizational rules of conduct; it
includes opinions & feelings about certain manners and behaviors.
Vital Services - ANSWER 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 - ANSWER Provide assistance or referral between the public and public
safety services.
Communications between Members of the Same Agency - ANSWER PSAP is main component of
telecommunications system.
Communications between Public Safety Agencies - ANSWER Vital to the community's public safety
system
Communications between Public Safety & Support Services - ANSWER Telecommunicators speak with
support services on behalf of response units for any # of reasons.
, Policy - ANSWER A guide to thinking; states what should happen in term of outcomes, sometimes in very
general terms.
Procedure - ANSWER 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?"
Basic 9-1-1 - ANSWER A system that provides dedicated lines for carrying 9-1-1 calls to the correct PSAP.
Call Routing - ANSWER The operational methods used to route call information through and between
agencies. The 4 basic operational methods of call routing are direct dispatch, call transfer, call relay and
call referral.
Direct Dispatch - ANSWER Where call is dispatched directly by the PSAP that receives the call.
Call Transfer - ANSWER Where the caller is transferred to the appropriate PSAP for dispatch after
incident, location and nature is obtained.
Call Relay - ANSWER Where information obtained from a caller is provided (relayed) to the appropriate
PSAP, department, agency. Gather's all pertinent information and advises the caller the appropriate
agency or department will be notified.
Call Referral - ANSWER Where the caller is provided the telephone # and asked to call the appropriate
agency, non-emergency and administrative calls.
PBX Systems - ANSWER If a call for service comes from the system, the telecommunicator must obtain
exact location information; ex: our school
VOiP Calls - ANSWER Voice Over Internet Protocol; A technology that allows you to make telephone calls
using the internet. * May come in over an administrative line*
