APCO Module 4 questions and
answers
Explain why it is important to answer calls promptly.✔✔Each ring of the
telephone seems like an eternity to the caller. The longer the caller waits, the
more they slip into a crisis state.
Describe why the telecommunicator should never assume multiple calls
regarding the same incident are redundant or irrelevant.✔✔New callers may:
- have a better view, understanding or position of relaying information
- have more current or more detailed information
- calling from inside fire scene and may be in danger
- reporting a completely different incident
Describe the call processing techniques for displaying professionalism and
courtesy.✔✔- Speak directly into the telephone mouthpiece
- Use appropriate tone and manner of speech
- Show interest in the caller
- Take charge of conversation
- Explain holds, pauses, and delays
- Explain referrals
- Never argue with the caller
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.
, Describe the pertinent information that should be gathered under the category
of "where".✔✔Street address, business/building name, subdivision,
landmarks, other identifying information and cross streets.
Colors of houses/buildings, color/make of cars out front, resident's name, gate
codes, building letters/numbers, individual's apartment numbers
Explain what is meant by the "location within the location."✔✔where at the
location or within the incident is occurring such as room number, specific
room, etc.
Describe the pertinent information that should be gathered under the category
of "what."✔✔Nature of the incident; helps to determine if a life threatening or
medical situation exists.
Describe the pertinent information that should be gathered under the category
of "when"✔✔Need to know specific time frame. Ask questions in present
tense. Keep caller focused on what is happening now and what type of
assistance is needed NOW.
Explain why it may be necessary to gather person and/or vehicle
descriptions.✔✔They could have been involved or might have other
information pertinent to the incident.
Explain what the acronym "CYMBALS" stands for.✔✔C - Color
Y - Year
M - Make/Model
B - Body
A - Additional Information
L - License Plate
answers
Explain why it is important to answer calls promptly.✔✔Each ring of the
telephone seems like an eternity to the caller. The longer the caller waits, the
more they slip into a crisis state.
Describe why the telecommunicator should never assume multiple calls
regarding the same incident are redundant or irrelevant.✔✔New callers may:
- have a better view, understanding or position of relaying information
- have more current or more detailed information
- calling from inside fire scene and may be in danger
- reporting a completely different incident
Describe the call processing techniques for displaying professionalism and
courtesy.✔✔- Speak directly into the telephone mouthpiece
- Use appropriate tone and manner of speech
- Show interest in the caller
- Take charge of conversation
- Explain holds, pauses, and delays
- Explain referrals
- Never argue with the caller
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.
, Describe the pertinent information that should be gathered under the category
of "where".✔✔Street address, business/building name, subdivision,
landmarks, other identifying information and cross streets.
Colors of houses/buildings, color/make of cars out front, resident's name, gate
codes, building letters/numbers, individual's apartment numbers
Explain what is meant by the "location within the location."✔✔where at the
location or within the incident is occurring such as room number, specific
room, etc.
Describe the pertinent information that should be gathered under the category
of "what."✔✔Nature of the incident; helps to determine if a life threatening or
medical situation exists.
Describe the pertinent information that should be gathered under the category
of "when"✔✔Need to know specific time frame. Ask questions in present
tense. Keep caller focused on what is happening now and what type of
assistance is needed NOW.
Explain why it may be necessary to gather person and/or vehicle
descriptions.✔✔They could have been involved or might have other
information pertinent to the incident.
Explain what the acronym "CYMBALS" stands for.✔✔C - Color
Y - Year
M - Make/Model
B - Body
A - Additional Information
L - License Plate
