ETC QUESTIONS AND ANSWERS
In order to become a successful emergency telecommunicator, a combination of the
following is required: - Answers- Training and temperament
The IAED enforces its code of ethics by withholding or revoking the certifications of
those who fail to agree to, or uphold, these standards - Answers- True
When faced with an ethical dilemma in the communication center, the ETC should
FIRST: - Answers- Follow established protocol, procedure, and policy
A procedure that has been highly defined, structured, and placed into a reference
system is known as a: - Answers- Protocol
Why must the response to calls for service be standardized? What can happen if one
caller is provided a level of service that is different from that provided to another caller in
a similar situation? - Answers- By using the protocol, call-takers provide every caller
with the same level of care, regardless of the experience level of the call-taker. Without
such a protocol, the services provided by a communication center would be inconsistent
and untested.
Wireless internet devices connect to the internet using: - Answers- Wi-Fi
Cell phone networks are divided into specific areas called cells, each has their own: -
Answers- Antenna
Prior to the development of emergency number technology, either the caller or the
operator had to try to figure out which agency or department emergency calls should go
to, based on the caller's location. - Answers- True
What does the acronym TDD stand for? - Answers- Telecommunications device for the
deaf
What does the acronym VoIP stand for? - Answers- Voice over Internet Protocol
The technology that allows an ETC to take an automatic number identification (ANI)
number and "dip" it into an address database is called: - Answers- ALI (Automatic
location identification)
What does the acronym CAD stand for? - Answers- Computer-aided dispatch
The total number of emergency calls had increased dramatically due to wireless
technology. - Answers- True
As an ETC, when you receive an emergency call from a cell phone, what information
accompanies the call and appears on the ANI/ALI display? What must you do to
, determine the location of the call from a cell phone number? - Answers- When the call
arrives, it carries data about the number of that phone that was used to call emergency
services. Ask the caller for their location and use GPS and other mapping services
In the context of the communication process, the "medium" is: - Answers- How the
message is conveyed
In the context of the communication process, "noise" can occur when you are thinking
about something else and essentially blocking out most or all of an incoming message -
Answers- True
Diction refers to: - Answers- the choice of works and phrases used to communicate
Active listening requires the ETC to tune out distractions and focus on the caller's
message - Answers- True
ETCs are morally, and in many cases legally, obligated to - Answers- Ensure
confidentiality of intimate/sensitive information about the caller/patient/victim
Given any specific type of incident, there must be no difference in: - Answers- The level
of service that each call-taker in the agency provides
A _________________ could be a referring agency, an alarm company, or a person that
generally lacks personal, direct knowledge but was asked or told by someone else to
summon help. - Answers- Fourth-party caller
When the ETC needs to verify address/location information provided by the caller, it is
recommended that the ETC: - Answers- Ask the caller to repeat the information
The two basic types of customers with whom emergency telecommunicators must
interact are: - Answers- Internal and external
Public trust is fragile and can be severely impaired by one negative expierence -
Answers- True
Why would it be important for any single employee to be able to assume all emergency
telecommunication roles, depending on the situation? How can you better prepare
yourself to assume any ETC role if needed. - Answers- So that if someone were to call
off or it were to be too bust, they can get help to callers in a timely manner. You can be
prepare yourself by asking to work both roles and maybe work somewhere where you
work both roles.
Why is it important to know the geography of the community you serve? - Answers- So
you can give the response teams clear directions and so fire and ems can efficiently
reach their destination while knowing their limits.
In order to become a successful emergency telecommunicator, a combination of the
following is required: - Answers- Training and temperament
The IAED enforces its code of ethics by withholding or revoking the certifications of
those who fail to agree to, or uphold, these standards - Answers- True
When faced with an ethical dilemma in the communication center, the ETC should
FIRST: - Answers- Follow established protocol, procedure, and policy
A procedure that has been highly defined, structured, and placed into a reference
system is known as a: - Answers- Protocol
Why must the response to calls for service be standardized? What can happen if one
caller is provided a level of service that is different from that provided to another caller in
a similar situation? - Answers- By using the protocol, call-takers provide every caller
with the same level of care, regardless of the experience level of the call-taker. Without
such a protocol, the services provided by a communication center would be inconsistent
and untested.
Wireless internet devices connect to the internet using: - Answers- Wi-Fi
Cell phone networks are divided into specific areas called cells, each has their own: -
Answers- Antenna
Prior to the development of emergency number technology, either the caller or the
operator had to try to figure out which agency or department emergency calls should go
to, based on the caller's location. - Answers- True
What does the acronym TDD stand for? - Answers- Telecommunications device for the
deaf
What does the acronym VoIP stand for? - Answers- Voice over Internet Protocol
The technology that allows an ETC to take an automatic number identification (ANI)
number and "dip" it into an address database is called: - Answers- ALI (Automatic
location identification)
What does the acronym CAD stand for? - Answers- Computer-aided dispatch
The total number of emergency calls had increased dramatically due to wireless
technology. - Answers- True
As an ETC, when you receive an emergency call from a cell phone, what information
accompanies the call and appears on the ANI/ALI display? What must you do to
, determine the location of the call from a cell phone number? - Answers- When the call
arrives, it carries data about the number of that phone that was used to call emergency
services. Ask the caller for their location and use GPS and other mapping services
In the context of the communication process, the "medium" is: - Answers- How the
message is conveyed
In the context of the communication process, "noise" can occur when you are thinking
about something else and essentially blocking out most or all of an incoming message -
Answers- True
Diction refers to: - Answers- the choice of works and phrases used to communicate
Active listening requires the ETC to tune out distractions and focus on the caller's
message - Answers- True
ETCs are morally, and in many cases legally, obligated to - Answers- Ensure
confidentiality of intimate/sensitive information about the caller/patient/victim
Given any specific type of incident, there must be no difference in: - Answers- The level
of service that each call-taker in the agency provides
A _________________ could be a referring agency, an alarm company, or a person that
generally lacks personal, direct knowledge but was asked or told by someone else to
summon help. - Answers- Fourth-party caller
When the ETC needs to verify address/location information provided by the caller, it is
recommended that the ETC: - Answers- Ask the caller to repeat the information
The two basic types of customers with whom emergency telecommunicators must
interact are: - Answers- Internal and external
Public trust is fragile and can be severely impaired by one negative expierence -
Answers- True
Why would it be important for any single employee to be able to assume all emergency
telecommunication roles, depending on the situation? How can you better prepare
yourself to assume any ETC role if needed. - Answers- So that if someone were to call
off or it were to be too bust, they can get help to callers in a timely manner. You can be
prepare yourself by asking to work both roles and maybe work somewhere where you
work both roles.
Why is it important to know the geography of the community you serve? - Answers- So
you can give the response teams clear directions and so fire and ems can efficiently
reach their destination while knowing their limits.
