APCO Midterm Review questions and
answers
The emergency communicator should always verify the:✔✔Incident location
Most emergency service agencies have a standard greeting for answering the
telephone✔✔True
If the emergency communicator can only get one piece of information from a
caller, it should be:✔✔Where
Persistent repetition requires that the request for information be repeated
each time in the same way✔✔True
An accurate description of weapons is critical information for response
units✔✔True
Emergency calls only come in on emergency lines✔✔False
List and describe the informational resources available in a PSAP.✔✔-The
telephone book. There is a lot of information available that may be overlooked
in a phone book, like something as little as an area code, neighbourhood
listings, campus maps, etc.
-Cross reference or city directory. A telecommunicator can match a name to a
phone number and address, or vice versa. It also may show cross streets in
connection to building and house numbers.
-Maps. They are a great and clear tool. Some jurisdictions have more detailed
maps versus commercial maps may include footprints and addresses and in
rural locations, private roads and dirt paths.
,-Internet and search engines. The Internet is vast and contains a lot of
information, as well as key words can be used and high lighted when searching
information.
-Other resources. They can include route books, street maintenance
guide,warrants, CAMEO software, weather services and language lines.
Summarize the suggestions for handling child callers.✔✔When handling child
callers, the Communicator should get the name and age of the child as early in
the conversation as possible.
They should also personalize the call by telling the child their name as well.
They should get down to their level asking questions one at a time, repeating
and rephrasing when necessary and at the same time, not discount the child's
intelligence based on their age.
When giving instructions, the Communicator should break it down into simple
steps and give the child one step at a time to complete before providing the
next step.
The Communicator should reassure the child by telling them they are doing a
good job and letting them know that they did the right thing in calling 9-1-1
and reminding the child that they will stay on the phone with them until help
arrives.
Communicators should not judge the severity of the call by the level of
emotion expressed by the child. They should always ask if there are any adults
present.
Other suggestions include;
Listening for background noise and try to get clarification from the child
Obtaining an address
Avoid big words and dispatcher lingo
Remain patient
Find common ground
Acknowledge the child's fear
, Accurately relay the behaviour being described and any background noise
without making assumptions
Don't admonish the child for calling 9-1-1
Define "pertinent information"✔✔The information needed to get response
units to the incident location
The information needed to prepare the response units to deal with what may
confront them when they get there
Explain the dispatch procedures that are specific to the fire service and
EMS.✔✔The general aspects stay consistent: once a call reporting a fire or
medical emergency is reported, the communicator must alert the station with
the minimal information they know (location and incident type/chief
complaint) and then they follow up the supplemental information once its
gathered.
The process is multi-step like the following:
Notification: Alarm tones are used to specify what kind of call is being
dispatched. They may be broadcast over the radio, sounded over a station's
public address system or both. CAD systems may also send the call to a printer
at the station, so that response units may have a printed copy to take with
them. Communicators can initial dispatch alarms by pagers, radios, outdoor
sirens or a combination.
Preliminary Dispatch: Preliminary dispatch information is on location, type of
incident and any important information received. Include location identifiers
such as names of subdivisions, apartment complex or business names. Keep
information brief.
Supplemental Information: This is giving more detailed information to the
response unit once acknowledgment is received from their end. This could
include any known or suspected hazards, potential life threats to citizens,
current medical status of patients and any exposure problems.
Post Dispatch: Depending on the nature of the incident, response units may
need additional actions from the Communicator such as notifying department
answers
The emergency communicator should always verify the:✔✔Incident location
Most emergency service agencies have a standard greeting for answering the
telephone✔✔True
If the emergency communicator can only get one piece of information from a
caller, it should be:✔✔Where
Persistent repetition requires that the request for information be repeated
each time in the same way✔✔True
An accurate description of weapons is critical information for response
units✔✔True
Emergency calls only come in on emergency lines✔✔False
List and describe the informational resources available in a PSAP.✔✔-The
telephone book. There is a lot of information available that may be overlooked
in a phone book, like something as little as an area code, neighbourhood
listings, campus maps, etc.
-Cross reference or city directory. A telecommunicator can match a name to a
phone number and address, or vice versa. It also may show cross streets in
connection to building and house numbers.
-Maps. They are a great and clear tool. Some jurisdictions have more detailed
maps versus commercial maps may include footprints and addresses and in
rural locations, private roads and dirt paths.
,-Internet and search engines. The Internet is vast and contains a lot of
information, as well as key words can be used and high lighted when searching
information.
-Other resources. They can include route books, street maintenance
guide,warrants, CAMEO software, weather services and language lines.
Summarize the suggestions for handling child callers.✔✔When handling child
callers, the Communicator should get the name and age of the child as early in
the conversation as possible.
They should also personalize the call by telling the child their name as well.
They should get down to their level asking questions one at a time, repeating
and rephrasing when necessary and at the same time, not discount the child's
intelligence based on their age.
When giving instructions, the Communicator should break it down into simple
steps and give the child one step at a time to complete before providing the
next step.
The Communicator should reassure the child by telling them they are doing a
good job and letting them know that they did the right thing in calling 9-1-1
and reminding the child that they will stay on the phone with them until help
arrives.
Communicators should not judge the severity of the call by the level of
emotion expressed by the child. They should always ask if there are any adults
present.
Other suggestions include;
Listening for background noise and try to get clarification from the child
Obtaining an address
Avoid big words and dispatcher lingo
Remain patient
Find common ground
Acknowledge the child's fear
, Accurately relay the behaviour being described and any background noise
without making assumptions
Don't admonish the child for calling 9-1-1
Define "pertinent information"✔✔The information needed to get response
units to the incident location
The information needed to prepare the response units to deal with what may
confront them when they get there
Explain the dispatch procedures that are specific to the fire service and
EMS.✔✔The general aspects stay consistent: once a call reporting a fire or
medical emergency is reported, the communicator must alert the station with
the minimal information they know (location and incident type/chief
complaint) and then they follow up the supplemental information once its
gathered.
The process is multi-step like the following:
Notification: Alarm tones are used to specify what kind of call is being
dispatched. They may be broadcast over the radio, sounded over a station's
public address system or both. CAD systems may also send the call to a printer
at the station, so that response units may have a printed copy to take with
them. Communicators can initial dispatch alarms by pagers, radios, outdoor
sirens or a combination.
Preliminary Dispatch: Preliminary dispatch information is on location, type of
incident and any important information received. Include location identifiers
such as names of subdivisions, apartment complex or business names. Keep
information brief.
Supplemental Information: This is giving more detailed information to the
response unit once acknowledgment is received from their end. This could
include any known or suspected hazards, potential life threats to citizens,
current medical status of patients and any exposure problems.
Post Dispatch: Depending on the nature of the incident, response units may
need additional actions from the Communicator such as notifying department
