APCO Public Safety Telecommunicator Exam Questions With all Correct Answers (A Grade)

APCO Public Safety Telecommunicator Exam Questions With
all Correct Answers (A Grade)

T or F

Emergency calls can come in on any line? - TRUE

T or F

Attempt to provide the caller with alternatives, suggest other options, but never give legal
advice. - TRUE

The most important information we need to obtain from the caller is ______ since no other
information will be helpful without the ________. - Location, location

The acronym ______ is used to obtain information on vehicles. - Cymbals

Verify the ______ before ending the call to make sure you have the correct information. -
Address

An accurate description of ______ is critical information for response units. - Weapons
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Record facts as they are received. Never rely on ______. - Memory
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A technique to calm a hysterical caller is ________. - Persistent Repetition
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Good ______ means treating callers with diligence, consideration and respect. -
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Customer Service
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Sending brief messages such as "oh I see", "of course" ... are examples of ______ communicatio
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ns. - Non-verbal
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A question that cannot be answered "yes" or "no" is a/an ________ - Open Ended Question
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_______ is a brief restatement of the sender's main points in your own words. - Paraphrasing
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________ are based on assumptions. - Inference
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___________ are based on facts. - Observations
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________ is repeating in a short declarative statement the emotions or feelings the sender is co
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mmunicating. - Reflective Feelings 2 2 2




The 5 components of the communications cycle are: - a. Sender
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, b. Receiver
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c. Message
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d. Medium
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e. Feedback
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__________ involves demonstrating an interest and understanding in what is being said by stay
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ing focused, asking questions, listening for the main point and listening for the rationale behi
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nd what is being said. - Active Listening
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Physically signaling that you are listening is called ______ - Non-verbal Attending
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PSAP is the acronym for:2 2 2 2




a. Public Safety Access Point
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b. Public Safety Acceptance Point
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c. Public Safety Answering Point
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d. Public Safety Accessory Point - C. Public Safety Answering Point
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______ involves an individual's personal, professional and organizational rules of conduct. It i
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ncludes opinions and feelings about certain manners and behavior. - Ethics
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______ is defined by who you are, what you do and how others perceive you? -
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Professionalism
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The 3 primary fields of public safety communications are: - 1. Law Enforcement
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2. Fire Services
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3. EMS 2




PSAP informational resources are such things as: - - Mapbook
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- Telephone Book
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- CAD (Computer Aided Dispatch)
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- Internet Search Engine
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- Cross Reference & City Directory
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-Other Resources 2




A ______ is a guide to thinking and a ________ is a guide to action. - Policy, procedure
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__________ is a process of supplying supplemental personnel equipment or other resources to
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an incident in order to assist agencies in a time of need. - Mutual Aid
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Public safety communications have primary functions or tasks which are feared to as:
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a. fundamental resources
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b. functional services
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c. vital services
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d. facilitating procedures - C. Vital Services
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