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Explain the difference between a "primary PSAP" and a "secondary PSAP". - answer>>>a primary PSAP is the original answering point and the secondary is the location a call can be transferred to for further assistance
According to the APCO article "The art of active listening", unlike hearing, which for the most part is a natural function, listening is a skill that cannot be improved through training and practice in the art of "active listening" - answer>>>False
According to the APCO article "Customer Service in Emergency Services", when dealing with an upset caller, you should say things like: - answer>>>Let me help you
The emergency communicator should always verify the: - answer>>>Incident location
According to the APCO article "The art of active listening",reflecting feelings helps the speaker vent emotions - answer>>>True
According to the APCO article "Customer Service in Emergency Services", the caller gets their first impression about public safety from: - answer>>>Call taker
According to the APCO article "The art of active listening", non-verbal attending helps the listener stay focused - answer>>>True
Explain the difference between an observation and an inference. - answer>>>An observation is "the act or practice of noting and recording facts and events" - observation is based on what a person actually sees; while an inference is "the deriving of a conclusion based upon something known or assumed" - inference is based on what a person assumes based on what they observe.
Where the observation is the factual component of what the person actually saw or were told inference is what the person "assumed" based on this information.
List and describe the five components of the communications cycle. - answer>>>The five components of the communications cycle are:
- Sender- The person who initiates the communication
- Receiver- The person or group who is the target of the communication
- Message- The idea itself, in whatever forms it may be
- Medium- The manner in which the message is transfered from the sender to the receiver
- Feedback- Communication from the receiver to the sender to verify the message was understood.
Expand on the acronym "RCMP" - answer>>>Royal Canadian Mounted Police
Expand on the acronym "DNR" - answer>>>Do Not Resuscitate
Taking property by force or threat of force is: - answer>>>Robbery
The unauthorized removal or concealment of property - answer>>>Theft
The AMBER Alert system is a nationwide system organized under provincial or regional plans to assist in the recovery of abducted or endangered children - answer>>>True
Family disturbances present the highest potential for assault against responders - answer>>>True
In handling law enforcement calls for service, proper prioritization of calls is essential - answer>>>True
Fires in mobile homes, travel trailers and camping trailers are classified as structure fires - answer>>>False
A program that helps telecommunicators properly categorize emergency EMS calls and provide pre- arrival instructions - answer>>>Emergency Medical Dispatch
The abbreviation "DNR" stands for: - answer>>>do not resuscitate
Probably the most complex and highly skilled part of an emergency communicator's job is the radio - answer>>>True
The "echo procedure" is used in radio transmissions to assign response units - answer>>>False
Clarity means that when you can say something in five words don't say it in twenty - answer>>>False
Radio broadcasts should last no longer than: - answer>>>30 seconds
The abbreviations "BOLO' and "ATL" refer to the same type of radio broadcasts - answer>>>True
The phonetic alphabet is used in radio broadcasting to: - answer>>>distinctly spell words which could be misinterpreted
Any person using profane or obscene language on the radio could be fined but not imprisoned - answer>>>False
The agency that enforces the Communications Act rules which include limitations on power, antenna height and frequency use is: - answer>>>Industry Canada
Performing regular radio status checks on response units can enhance: - answer>>>unit safety
Expand on the acronym "BOLO" - answer>>>Be On The Look Out - BOLO is a broadcast issued from any law enforcement agency to its personnel, or to other law enforcement agencies. It typically contains information about a wanted suspect who is to be arrested or a person of interest, for whom law enforcement officers are to look. They are usually dangerous or missing persons.
BOLO could also apply to a missing or stolen vehicle. Information that is received from the caller should include type of incident, the time lapse, the place of occurrence and any descriptions of vehicles, people and weapons.
Expand on the acronym "ATL" - answer>>>Attempt to Locate - ATL - same as BOLO. In both BOLO and ALT, for multiple suspects in a vehicle, it is sufficient to provide the vehicle description and a brief description of the suspects. include complete physical descriptions and clothing descriptions are not
Call processing is an all-encompassing term for actions that include answering the telephone, handling the conversation and gathering pertinent incident information - answer>>>True
It's OK for a telecommunicator to rely on memory during information gathering - answer>>>False
Most emergency service agencies have a standard greeting for answering the telephone - answer>>>True
Giving legal advice and/or personal opinions to callers is part of a telecommunicator's job - answer>>>False
An accurate description of weapons is critical information for response units - answer>>>True
Explain why it is important to answer call promptly. - answer>>>Each ring feels like an eternity. Caller has a problem and expects public safety to help solve it. Answer it by the third ring.
According to the APCO article "Call Prioritization", one determining factor of a high priority call is - answer>>>the possibility of personal injury
According to the APCO article "Call Prioritization", why should calls be prioritized? - answer>>>more urgent calls require a faster response
According to the APCO article "Call Prioritization", a low priority call can be "bumped" up the priority list if: - answer>>>there are many different calls about the same incident in a short period of time
According to the APCO article "Call Prioritization", when using a CAD system, the computer will: - answer>>>determine the priority of the call from the call type
Define "pertinent information". - answer>>>Five W's
List the five Ws. - answer>>>Where, What, When, Who and Weapons
The vital services of a public safety communication system are to provide communication between the PSAP and - answer>>>the public, agency personnel, other agencies and support services
The concept that encompasses honesty, integrity, humility and accountability is the definition of - answer>>>professionalism
Specific steps or actions to be completed in a specific situation that are found in a communications center would be a: - answer>>>procedure protocol
A system of principle; the rule of conduct recognized in respect to a particular class of human actions or a group is called: - answer>>>Ethics
A process for supplying supplemental personnel, equipment or other resources to assist other agencies in time of need is referred to as: - answer>>>Mutual Aid
Explain the difference between a "primary PSAP" and a "secondary PSAP". - answer>>>a primary PSAP is the original answering point and the secondary is the location a call can be transferred to for further assistance
The component of the communication cycle that is described as "the person or group who is the target of the communication" is - answer>>>Receiver
The five components of the communication cycle are: - answer>>>sender, receiver, message, medium and feedback
The communication cycle component described as "the manner in which a message is transferred from the sender to the receiver" is: - answer>>>Medium
Physically signaling that you are listening is applying the listening technique of: - answer>>>non-verbal attending
Demonstrating an interest and understanding in what is being said by staying focused, asking questions, listening for the main point and listening for the rational behind what is being said is the definition of: - answer>>>Active listening
According to the APCO article "The art of active listening",the five (5) Ws of telecommunicator training are open-ended questions - answer>>>True
According to the APCO article "The art of active listening",reflecting feelings helps the speaker vent emotions - answer>>>True
According to the APCO article "The art of active listening", which of the following are examples of non- verbal attending: (select all that apply) - answer>>>nodding
maintaining eye contact
smiling
allowing for pauses
According to the APCO article "The art of active listening", the basic techniques for active listening include: - answer>>>reflecting feelings
open-ended questions
paraphrasing
Reflecting feelings helps the speaker vent emotions - answer>>>True
Repeating in a short declarative statement the emotions or feelings the speaker is communicating is applying the active listening technique of paraphrasing - answer>>>false
A question that can't be answered "yes" or "no" is referred to as an open-ended question - answer>>>True
An observation is deriving a conclusion based upon something known or assumed - answer>>>false
Good customer service means treating callers with diligence, consideration and respect - answer>>>True
Communicators should not judge the severity of the call by the level of emotion expressed by the child. They should always ask if there are any adults present.
Other suggestions include;
Listening for background noise and try to get clarification from the child
Obtaining an address
Avoid big words and dispatcher lingo
Remain patient
Find common ground
Acknowledge the child's fear
Accurately relay the behaviour being described and any background noise without making assumptions
Don't admonish the child for calling 9-1-
Define "pertinent information" - answer>>>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
Explain the dispatch procedures that are specific to the fire service and EMS. - answer>>>The general aspects stay consistent: once a call reporting a fire or medical emergency is reported, the communicator must alert the station with the minimal information they know (location and incident type/chief complaint) and then they follow up the supplemental information once its gathered.
The process is multi-step like the following:
Notification: Alarm tones are used to specify what kind of call is being dispatched. They may be broadcast over the radio, sounded over a station's public address system or both. CAD systems may also send the call to a printer at the station, so that response units may have a printed copy to take with them. Communicators can initial dispatch alarms by pagers, radios, outdoor sirens or a combination.
Preliminary Dispatch: Preliminary dispatch information is on location, type of incident and any important information received. Include location identifiers such as names of subdivisions, apartment complex or business names. Keep information brief.
Supplemental Information: This is giving more detailed information to the response unit once acknowledgment is received from their end. This could include any known or suspected hazards, potential life threats to citizens, current medical status of patients and any exposure problems.
Post Dispatch: Depending on the nature of the incident, response units may need additional actions from the Communicator such as notifying department personnel, utilities companies, law enforcement,
HAZMAT teams, emergency management, search and rescue, aviation support, the TSB, Transport Canada, or other local, provincial or Federal agencies.
Explain the proper length of radio transmissions. - answer>>>Radio broadcasts need to be be brief and and to the point, therefore message should be no longer than 30 seconds, but if they are than a pause/break of 5-6 second if required as pauses/breaks provide an opportunity for response units to request or repeat parts of the message to ensure clarity and they allow interruptions for priority messages. And before commencing transmission, double check all questionable words, names, and locations to keep the message brief and to the point.
Explain what information should be broadcast in a "Be on the look out" or "attempt to locate" message.
- answer>>>The information that should be broad-casted in a "Be on the look out" (BOLO) or "attempt to locate" (ATL) message should contain enough information to give response units a good chance of identifying vehicles or suspects.
Information from a BOLO or ATL should include the type of incident, the time gap, the place of occurrence and any descriptions of vehicles, people and weapons.
Structures are typically divided into five (5) different categories. Match the following structures to their respective categories. (the categories may be used more than once) - answer>>>Question Correct Match Selected Match
hospital
Correct C. public buildings
Correct C. public buildings
bowling alleys
Correct C. public buildings
Incorrect D. mercantile
government owned buildings
Correct C. public buildings
Correct C. public buildings
single-family homes
Correct A. dwellings
Correct A. dwellings
apartments
Correct A. dwellings
Incorrect C. public buildings
Expand on the acronym "ATL" - answer>>>be on the lookout
Professionalism is defined by who you are, what you do and how others perceive you - answer>>>True
A primary PSAP receives transferred 9-1-1 calls for dispatch or further processing - answer>>>True
Successful public safety communicators embody the essence of professionalism and what it means - answer>>>True
A system of principle; the rule of conduct recognized in respect to a particular class of human actions or a group is called: - answer>>>Ethics
The concept that encompasses honesty, integrity, humility and accountability is the definition of: - answer>>>professionalism
values
Specific steps or actions to be completed in a specific situation that are found in a communications center would be a: - answer>>>Procedure Policy
The operational relationship between telecommunicators, supervisors and managers is defined by the PSAP's: - answer>>>Chain of Command
Policy and procedure manuals include general orders, policies, procedures and protocols that are to be used in call taking situations only - answer>>>False
Mutual response is a process of supplying supplemental personnel, equipment or other resources to an incident - answer>>>False
A policy is a guide to action and a procedure is a guide to thinking - answer>>>False
The first communications center to answer a 9-1-1 call is called a: - answer>>>Primary PSAP
Ethics involves an individuals' personal, professional and organizational rules of conduct - answer>>>True
Public safety communicators are expected to be at work and ready to work every scheduled day; this could be 24/7 every day of the year - answer>>>True
Expand on the acronym "CAD" - answer>>>Computer Aided Dispatch
Expand on the acronym "EMR" - answer>>>Emergency Medical Responders
Expand on the acronym "EMS" - answer>>>Emergency Medical Services
Feedback is an important component of communication - answer>>>True
