EMD Test | Questions With Correct Solutions
Effective quality improvement is: Correct Ans - A continuous process
designed to improve human performance through measurement, feedback,
and education
To recertify as an IAED emergency dispatcher (one disapline), you must verify
completion of at least ____ hours of approved CDE during the recertification
process Correct Ans - 24
The motto of any quality improvement effort should be: Correct Ans -
"Let's catch them doing it right!"
Individual feedback should always be provided in private. Composite feedback
(for the agency and for each shift) should be posted for everyone to see
Correct Ans - True
Continuing dispatch education should be part of any quality improvement
Correct Ans - True
List seven protocol components evaluated in case review: Correct Ans -
a. case entry
b. chief complain selection
c. key question
d. dispatch life support questions
e. diagnostic and instruction tools
f. final coding
g. customer service
ANI/AlI information should always be verified to ensure accuracy Correct
Ans - True
when calling for help, the caller may hear more ring tines than the calltaker
does Correct Ans - True
in effective telecommunication, volume is generally more important than rate
Correct Ans - False
, when working with a caller with mental illness who is suffering from
hallucinations or delusions, you should: Correct Ans - Inform the caller
that you see things differently and acknowledge the fact that people have the
right to see things their own way
_______ allows speech-and hearing-impaired callers communicate with call
takers by signing their message to an interpreter Correct Ans - Video
relay
Studies show that ECCS for most emergency callers in between: Correct
Ans - 1 and 2
The "hysteria threshold" refers to: Correct Ans - The point at which a
caller loses control over her/his action and emotions
When using the repetitive persistence technique, the caller should repeat a
statement verbatim using a firm but caring tone. The statement should
include: Correct Ans - An action and a reason for this action
Silent "gaps" during a call can elevate caller anxiety Correct Ans - True
List five techniques for working with child callers: Correct Ans - a. ask
to speak to an adult when necessary
b. get to the child's level
c. determine the correct address
d. determine the correct callback number
e. tell the child to stay on the line
List three questions you should ask yourself when working with foreign-
language callers: Correct Ans - a. does the caller know enough of my
language to communicate
b. how do I obtain foreign-language support
c. when should I send the intial response
List four techniques of call management: Correct Ans - a. minimize
call-processing gaps
b. focus on the callers message, not the way it'a delivered
c. acknowledge the callers emotion
Effective quality improvement is: Correct Ans - A continuous process
designed to improve human performance through measurement, feedback,
and education
To recertify as an IAED emergency dispatcher (one disapline), you must verify
completion of at least ____ hours of approved CDE during the recertification
process Correct Ans - 24
The motto of any quality improvement effort should be: Correct Ans -
"Let's catch them doing it right!"
Individual feedback should always be provided in private. Composite feedback
(for the agency and for each shift) should be posted for everyone to see
Correct Ans - True
Continuing dispatch education should be part of any quality improvement
Correct Ans - True
List seven protocol components evaluated in case review: Correct Ans -
a. case entry
b. chief complain selection
c. key question
d. dispatch life support questions
e. diagnostic and instruction tools
f. final coding
g. customer service
ANI/AlI information should always be verified to ensure accuracy Correct
Ans - True
when calling for help, the caller may hear more ring tines than the calltaker
does Correct Ans - True
in effective telecommunication, volume is generally more important than rate
Correct Ans - False
, when working with a caller with mental illness who is suffering from
hallucinations or delusions, you should: Correct Ans - Inform the caller
that you see things differently and acknowledge the fact that people have the
right to see things their own way
_______ allows speech-and hearing-impaired callers communicate with call
takers by signing their message to an interpreter Correct Ans - Video
relay
Studies show that ECCS for most emergency callers in between: Correct
Ans - 1 and 2
The "hysteria threshold" refers to: Correct Ans - The point at which a
caller loses control over her/his action and emotions
When using the repetitive persistence technique, the caller should repeat a
statement verbatim using a firm but caring tone. The statement should
include: Correct Ans - An action and a reason for this action
Silent "gaps" during a call can elevate caller anxiety Correct Ans - True
List five techniques for working with child callers: Correct Ans - a. ask
to speak to an adult when necessary
b. get to the child's level
c. determine the correct address
d. determine the correct callback number
e. tell the child to stay on the line
List three questions you should ask yourself when working with foreign-
language callers: Correct Ans - a. does the caller know enough of my
language to communicate
b. how do I obtain foreign-language support
c. when should I send the intial response
List four techniques of call management: Correct Ans - a. minimize
call-processing gaps
b. focus on the callers message, not the way it'a delivered
c. acknowledge the callers emotion
