Communication ch. 2, 19, 20 study set with
Questions and Correct Answers
Which is a guideline to follow when answering nonemergency calls?
Select one:
a.Relay messages by the end of the business day.
b.Identify yourself and your department, station, or unit.
c.Answer with only "hello" and wait for the caller to respond.
d.Check back with the caller periodically after leaving them on hold for an extended time. -
✔✔b
If you cannot answer a caller's question when handling a nonemergency call, you should:
Select one:
a.ask them to hang up and call again later.
b.put them on hold until the Chief is available.
c.disconnect the call according to local protocol.
d.refer them to someone who can answer the question. - ✔✔d
What should you do if someone that is angry or upset calls the station?
,Select one:
a.Remain calm and never become confrontational.
b.Transfer the caller to the emergency dispatch center.
c.Record the caller's name and number and call them back later.
d.Tell the person that they must call back when they calm down. - ✔✔a
Which type of telecommunications system is a dispatch center run directly by the fire
department, emergency medical service, or law enforcement agency?
Select one:
a.Municipal Alarm Box System
b.Public Service Answering Point
c.Enhanced 9-1-1 Public Alerting System
d.Emergency Service Specific Telecommunications Center - ✔✔d
Which type of telecommunications system is a central location that routes all emergency calls
to the appropriate fire, emergency medical, or law enforcement dispatcher?
Select one:
,a.Base station radio
b.Public Safety Answering Point
c.Enhanced 9-1-1 Public Altering System
d.Emergency Service Specific Telecommunications Center - ✔✔b
How do enhanced 9-1-1 (E-9-1-1) systems function to aid in emergency communications?
b.Remove the need for dispatchers by automatically routing call information to responding
units
c.Combine telephone and computer equipment to provide the dispatcher with the caller's
phone number and location
d.Provide smaller departments with access to the 9-1-1 dispatchers and emergency resources
of nearby metropolitan areas - ✔✔c
Which piece of communications center equipment is used to communicate with mobile and
portable radios at the emergency scene?
Select one:
a.Direct-line telephones
b.Two-way radio system
, c.Tone-generating equipment
d.Text phone or Teletype system - ✔✔b
A TDD or Teletype system in a fire department communications center is used to:
Select one:
a.receive calls from individuals with hearing impairments.
b.send text messages to cellphones of responders on scene.
c.communicate with fire department facilities, hospitals, and utilities.
d.record location information about calls received from mobile phones. - ✔✔a
Which type of communications center equipment is used to communicate with hospitals or
other response agencies?
Select one:
a.Enhanced 9-1-1
b.Base station radio
c.Direct-line telephone
d.Public Safety Answering Point - ✔✔c
Questions and Correct Answers
Which is a guideline to follow when answering nonemergency calls?
Select one:
a.Relay messages by the end of the business day.
b.Identify yourself and your department, station, or unit.
c.Answer with only "hello" and wait for the caller to respond.
d.Check back with the caller periodically after leaving them on hold for an extended time. -
✔✔b
If you cannot answer a caller's question when handling a nonemergency call, you should:
Select one:
a.ask them to hang up and call again later.
b.put them on hold until the Chief is available.
c.disconnect the call according to local protocol.
d.refer them to someone who can answer the question. - ✔✔d
What should you do if someone that is angry or upset calls the station?
,Select one:
a.Remain calm and never become confrontational.
b.Transfer the caller to the emergency dispatch center.
c.Record the caller's name and number and call them back later.
d.Tell the person that they must call back when they calm down. - ✔✔a
Which type of telecommunications system is a dispatch center run directly by the fire
department, emergency medical service, or law enforcement agency?
Select one:
a.Municipal Alarm Box System
b.Public Service Answering Point
c.Enhanced 9-1-1 Public Alerting System
d.Emergency Service Specific Telecommunications Center - ✔✔d
Which type of telecommunications system is a central location that routes all emergency calls
to the appropriate fire, emergency medical, or law enforcement dispatcher?
Select one:
,a.Base station radio
b.Public Safety Answering Point
c.Enhanced 9-1-1 Public Altering System
d.Emergency Service Specific Telecommunications Center - ✔✔b
How do enhanced 9-1-1 (E-9-1-1) systems function to aid in emergency communications?
b.Remove the need for dispatchers by automatically routing call information to responding
units
c.Combine telephone and computer equipment to provide the dispatcher with the caller's
phone number and location
d.Provide smaller departments with access to the 9-1-1 dispatchers and emergency resources
of nearby metropolitan areas - ✔✔c
Which piece of communications center equipment is used to communicate with mobile and
portable radios at the emergency scene?
Select one:
a.Direct-line telephones
b.Two-way radio system
, c.Tone-generating equipment
d.Text phone or Teletype system - ✔✔b
A TDD or Teletype system in a fire department communications center is used to:
Select one:
a.receive calls from individuals with hearing impairments.
b.send text messages to cellphones of responders on scene.
c.communicate with fire department facilities, hospitals, and utilities.
d.record location information about calls received from mobile phones. - ✔✔a
Which type of communications center equipment is used to communicate with hospitals or
other response agencies?
Select one:
a.Enhanced 9-1-1
b.Base station radio
c.Direct-line telephone
d.Public Safety Answering Point - ✔✔c
