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POST Dispatch Exam Study Guide CORRECT
What does the term dispatcher mean? - ANSWER Means an employee of a public safety agency of the state or any of its political subdivisions What are the three primary duties of a dispatcher? - ANSWER 1. Receive calls for one or a combination of, emergency police, fire and medical services, and to dispatch the appropriate personnel and equipment in response to calls
- In response to emergency calls, make urgent decisions affecting the life, health, and welfare of the public and public safety employees
- Supervise dispatchers or direct a dispatch communication center What are the requirements to take the dispatcher exam for applicants? - ANSWER - Be a United States citizen
- Be 18 years of age or older at the time of employment as a dispatcher
- Be a high school graduate or have a G.E.D. equivalent
- Have not been convicted of a crime for which the applicant could have been punished by imprisonment in a federal penitentiary or by imprisonment in the penitentiary of this or another state
- Have demonstrated good moral character, as determined by a background investigation
- Be free of any physical, emotional, or mental condition that might adversely affect the performance of the applicant's duty as a dispatcher Other requirements to take the Dispatcher exam? - ANSWER - Criminal History Background Investigation
- Background Investigation What additional requirements and certifications are necessary before one can become a certified dispatcher? - ANSWER 1. POST dispatcher application
- Utah Emergency Medical Dispatcher (EMD) certification
- BCI proficiency certificate
- ICS 100, ICS 200, NIMS 700 training
- POST approved dispatch certification training
- Pass POST dispatcher certification exam Waiver Requirements for dispatcher course - ANSWER - Provide evidence the applicant meets the requirements
- Provide evidence applicant has completed an equivalent basic dispatcher course
- Pass a written examination What is an inactive certification? - ANSWER Has not been engaged in the duties of a dispatcher for 18 consecutive months What is a lapsed certification? - ANSWER Has not been engaged in the duties of a dispatcher for four continuous years Participation in dispatcher training and certification is at the option of whom? - ANSWER The legislative body of each county or municipality that employs dispatchers The minimum standards concerning dispatcher qualifications and training do not.. - ANSWER Preclude counties or municipalities from establishing standards higher than the minimum standards How do you reinstate a lapsed certification? - ANSWER Completion of basic training course and exam How to reinstate an inactive certification? - ANSWER Written exam What are the continuing education requirements for dispatchers? - ANSWER 20 hours or more annually Failure to obtain continuous training results in what? - ANSWER A lapsed or inactive certification What does POST need to be notified about when it comes to change of status? - ANSWER 1. Termination of employment
- Reason for termination of employment
- Name change
- viii.Federal Air Marshal Service (FAMs) c. Department of Agriculture
- i. Forest Service (USFS)/National Parks (NPS) d. Department of the Interior
- i. Bureau of Land Management (BLM) What are divisions in law enforcement? - ANSWER 1. Patrol
- Traffic
- Investigations
- Specialty
- Administration 6. Support Services What is included under the specialty division? - ANSWER a. Special Weapons and Tactics (SWAT/SERT) b. K- c. Search and Rescue (SAR) d. Narcotics e. Gangs What are the law enforcement ranks? - ANSWER 1. Chief of Police/Sheriff
- Assistant Chief of Police/Undersheriff, Chief Deputy
- Captain
- Lieutenant
- Sergeant
- Corporal/Senior Patrol Officer
- Officer/Deputy/Trooper/Agent What are two essential functions for law enforcement agency? - ANSWER A. Enforce the law 'B. Ensure the safety of the public What are the types of fire personnel? - ANSWER 1. Full-time
- Part-time
- Volunteer What are the types of EMS personnel? - ANSWER 1. Fire
- Sheriff's Office a. Search and Rescue
- Private
- Advanced Life Support (ALS) - Paramedic
- Basic Life Support (BLS) - Emergency Medical Technician
- Emergency Medical Dispatcher (EMD) What are the different fire ranks? - ANSWER 1. Fire Chief
- Assistant/Deputy Fire Chief
- Battalion Chief (Shift Commander)
- Captain (Station Commander)
- Lieutenant
- Engineer
- Firefighter/Paramedic/EMT (where applicable) What are the the basic functions of a public safety/communications center? - ANSWER 1. Serve as centralized location for collecting requests for service
- Dispatch appropriate response of police, fire and EMS
- Ensure responder safety and provide quality assistance and customer service to the public as well as public safety agencies
- Provide the key connection between the public and the public safety provider What are the different positions at a public safety/communications center? - ANSWER 1. Director
- Manager
- Supervisor
What are the essential reasons why the image projected by a public safety dispatcher affects all aspects of their job functions? - ANSWER A. Remember whom they represent and serve B. Verbal vs. visual contact C. Positive vs. negative contact D. Going the extra mile E. Caller safety F. Victim safety G. Responder safety What are the ethical qualities of a dispatcher outlined in the Telecommunicators Code of Ethics? - ANSWER A. Member of an honorable profession B. Relationship between good physical and mental conditioning C. Perform with efficiency to the best of their ability D. Perform duties in an honest manner, observing all laws E. No unethical advantage or profit F. Responsible to the public G. Give most efficient and impartial service H. Understand importance of courtesy I. Regard fellow telecommunicators with the same standards J. Share a reciprocal affinity and obligation to the agency, administrators and co-workers K. Accept responsibility for actions L. Strive for values reflecting honor to agency, self and co-workers What are the purposes and function of the EMS system? - ANSWER A. The EMS system is a coordinated arrangement of resources, personnel, equipment, and facilities organized to respond to medical emergencies regardless of the cause B. The EMS system covers a full spectrum from prevention through rehabilitation What are the EMS system's complex arrangement of public service components? - ANSWER A. Legislation B. Communications
C. Public information and education facilities D. Trauma systems E. Medical direction and evaluation designed to serve the needs of the public in medical emergencies What are the resources commonly found in the EMS system? - ANSWER 1. EMD
- First Responders
- BLS (basic life support)
- ALS (advanced life support)
- Air-medical services
- Hospital/emergency-care facilities
- Poison Control Centers What is EMD? - ANSWER EMD - Emergency Medical Dispatchers are vital members of the emergency response platform within an EMS System
- EMDs are usually the first professionals to receive an emergency call about a medical illness or injured person
- The EMD manages 9-1-1 and other emergency calls, and dispatches appropriate medical or rescue response personnel (police, fire, ambulance, etc.) to the scene What are first responders? - ANSWER Individuals trained and certified in areas of medical, fire and law enforcement services sent by dispatch to assist citizens in answer to their call for help What is BLS? - ANSWER Basic Life Support - Provides immediate medical treatment and stabilization of airway for patients and assistance to ALS responders when available
- Emergency Medical Technician (EMT) - The primary focus of the EMT is to provide basic emergency medical care and transportation for critical and emergent patients, and to provide care to minimize secondary injury and to provide comfort to the patient while transporting the patient to an emergency care facility. What is ALS? - ANSWER Advanced Life Support -
- Advanced Emergency Medical Technician (AEMT) - includes all functions of the EMT, and utilizes advanced equipment available on the ambulance.
D. Today dispatchers receive EMD training and have emergency medical protocol systems, increasing the professionalism of the EMD and enhancing the delivery of EMS to citizens What are the critical factors of an emergency medical protocol system? - ANSWER A. An emergency medical protocol system is a critical EMD tool that requires the EMD to be trained in order to utilize the protocol system effectively B. The emergency medical protocol system assists the EMD to:
- Determine the severity of the medical emergency
- Send the correct response in the correct manner - hot vs. cold
- Provide the appropriate scripted medical instruction to the caller C. The emergency medical protocol script must be followed verbatim through the interrogation process in order to triage the medical type and severity of the call D. Emergency medical protocol determinants are set up to categorize the medical type and severity into a prioritization of emergency medical response for correct allocation of resources and better service to the community at large E. Medically approved pre-arrival instructions provide directions for aiding the patient in medical emergencies which includes first aid, CPR and child birth What are the = minimum EMS dispatch agency requirements set forth in Utah Administrative Code? - ANSWER 1. An emergency medical service dispatch center shall meet the following minimum designation requirements: a. Have in effect a selective medical dispatch system approved by the off-line medical director, which includes: i. Systemized caller interrogation questions; ii. Systemized pre-arrival instructions; and iii. Protocols matching the dispatcher's evaluation of injury or illness severity with vehicle response mode and configuration. b. Provide pre-hospital arrival instructions by a certified Emergency Medical Dispatcher. c. Have a current updated plan of operations. d. Have a current agreement with a Department-certified off-line medical director. e. Have an ongoing medical call review quality assurance program, f. Have a certified emergency medical dispatcher roster with Utah and National certification numbers and expiration dates.
What is the designation of emergency medical service providers? - ANSWER To ensure quality emergency medical services, the committee shall establish designation requirements for emergency medical service providers in the following categories:... (c) emergency medical service dispatch center. Is EMD certification a national or state standard? - ANSWER Both How long does the Utah Bureau of EMS cerfity dispatchers? - ANSWER 4 years To become certified as an EMD an individual must: - ANSWER 1. Successfully complete an approved EMD course; and
- Achieve a favorable recommendation from the course coordinator stating technical competence during training and successful completion of all training requirements for EMD certification; and 3. Submit the applicable fees and a completed application; and
- Submit to and pass a background investigation, including an FBI background investigation if the applicant has not resided in Utah for the past consecutive five years; and
- Maintain and submit documentation of having completed an approved CPR course within the prior two years; and
- Successfully complete the EMD examination What are the required EMD continued training and recertification requirements? - ANSWER A. Submit the applicable fees and a completed application. B. Submit to and pass a background investigation, including an FBI background investigation if the applicant has not resided in Utah for the past consecutive five years; and C. Maintain and submit documentation of having completed an approved CPR course within the prior two years; and D. Successfully complete the applicable written recertification examination, within one year prior to expiration; and E. Provide documentation of completion of 48 hours of approved continuing medical education (CME) every four years What is BCI? - ANSWER Bureau of Criminal Identification
D. Termination of employment E. Suspension or revocation of POST certification F. Criminal charges may be filed for violation of State or Federal laws G. Civil Liability What are the the basic files accessible on the UCJIS System? - ANSWER A. Drivers License Division (DLD) Contains driver's license information for licensed Utah drivers B. Division of Motor Vehicles (DMV) Contains vehicle registration information for vehicles registered in Utah C. Statewide Warrants/Protective Orders (SWW) Contains information on individuals who are wanted in the State of Utah D. International Justice and Public Safety Network (NLETS) Through NLETS, dispatchers can inquire into other states motor vehicle, driver license, criminal history and other databases E. National Crime Information Center (NCIC) F. Utah Criminal History (UCH) What do Statewide Warrants/Protective Orders (SWW) include? - ANSWER 1. Contains information on individuals who are wanted in the State of Utah
- Objective of system is to make warrant information, based on court actions, available to law enforcement agencies
- As with any warrant system, caution must be used when serving warrants or arresting solely on the basis of data on this file What does National Crime Information Center (NCIC) include? - ANSWER 1. A computerized index of documented criminal justice information concerning crimes and criminals of nationwide interest, and a locator for missing and unidentified persons
- Contains accurate and timely documented criminal justice information
- Includes information on: a. Wanted persons b. Missing/Unidentified persons c. Stolen property and vehicles d. Criminal history information
e. Other person files such as Terrorist Screening Center, Sex Offenders, Protective Orders, Gangs, Secret Service, etc What does Utah Criminal History (UCH) include? - ANSWER 1. Created for the purpose of keeping an individual's criminal record in one central location, instead of keeping many different records throughout the individual agencies in Utah
- Arrest information on a criminal history record is obtained from the ten-print fingerprint card and/or single-print citations
- Federal regulations and Utah state law control the distribution of criminal record information. This information may only be given to authorized criminal justice agencies for criminal justice purposes
- BCI keeps an automated dissemination log of all criminal history requests including name of person requesting information, logon ID of terminal operator, purpose for the request, time and date of request, and the name inquired upon What is the Incident Command System (ICS)? - ANSWER A systematic tool used for the command, control, and coordination of emergency response What is the Emergency Operations Center (EOS)? - ANSWER A central command and control facility responsible for carrying out the principles of emergency preparedness and management or disaster management What is the dispatcher role in ICS? - ANSWER Communicate with the incident commander to facilitate requests for resources What is necessary to meet the public's expectation of a professional, efficient and concerned public safety dispatcher? - ANSWER A. Exhibit an image that is professional and competent at all times under all circumstances B. Give the caller confidence in your ability to assist them C. Show the caller empathy and understanding D. Use effective techniques in reducing a caller's anxiety, panic or anger before emergency responders arrive at the scene E. Be polite and courteous
D. Juvenile callers E. Elderly callers F. Lonely callers G. Suicidal callers H. Hostage situations I. Incomplete telephone calls J. Medical problems What are three crucial components of a telephone call? - ANSWER 1. The greeting
- The interview
- The termination What is included in the greeting component of a telephone call? - ANSWER l. Answer all calls promptly a. Identify yourself and your department according to your agency's policy b. Speak directly into mouthpiece
- Observe telephone courtesy and professionalism What is included in the interview component of a telephone call? - ANSWER 1. Structure interrogation in a sequential format a. Assures a thorough and complete interrogation on every call b. Safeguard for ensuring accurate call prioritization and classification c. Organizes pertinent information and provides a method for eliciting information in a quick, concise and effective style d. Projects a confident and professional image and assists in directing and controlling the call e. Assists in providing officer and citizen safety by ensuring accurate and essential information is quickly dispatched to the responding units
- The dispatcher's attitude and behavior may influence or affect the outcome of a call or the safety of a responding officer a. Inappropriate responses to callers: i. Never argue, be self-righteous, indignant, condescending or place blame
ii. Never project boredom or irritation iii. Never correct a caller's terminology, (e.g. burglary vs. robbery or paramedic vs. EMT) iv. Never judge the situation severity based on past calls, caller's demeanor or attitude, or your own personal experiences C. The termination - closing the call
- The call-taker/dispatcher should always close the call positively and courteously
- Do not give a specific time an officer will arrive
- Do not give legal advice What is included in the termination component of a telephone call? - ANSWER 1. The call-taker/dispatcher should always close the call positively and courteously
- Do not give a specific time an officer will arrive
- Do not give legal advice Why may citizens calling for help become uncooperative and difficult? - ANSWER A. They believe you are wasting their time B. They expect an immediate response C. They are reacting to the situation D. They believe you are too busy to deal with the call What is the "Hysteria Threshold"? - ANSWER The point at which a person changes from hysterical behavior to calm, cooperative action. This threshold varies from individual to individual What are effective calming techniques in breaking the hysteria threshold? - ANSWER A. Do not take it personally - always maintain professional control of yourself B. Respond to the caller's need, not the behavior C. Repetitive persistence - repeating the phrase word for word every time D. Concern and empathy E. Tolerance and patience F. A calm, competent, decisive and even tone of voice
What do repeated messages indicate in TTY? - ANSWER High level of urgency What is Relay Utah? - ANSWER Allows TTY callers and voice callers to communicate with each other via phone What are three ways to recognize a TTY call? - ANSWER A. The line is silent after you speak to the caller B. You hear an electronic tone or a series of tones (not similar to a fax tone) C. You hear a repeating recorded message announcing that there is a TTY caller on the line What do over-the-phone language interpretation services provide? - ANSWER A. Many dispatch agencies utilize a 24/7 foreign language interpreter providing service for multiple languages B. Accessing language interpretation services What actions or information would indicate where our feelings/intuition may determine the existence of a problem? - ANSWER A. Background noise B. Abrupt answers C. Voice inflection D. History What techniques can you use to obtain information regarding a situation that will keep the caller safer and provide better information for the responding units? - ANSWER A. Yes/no questions B. Press button to answer yes C. Pretend to be visiting with a relative D. Leave the line open and listen E. Separate the caller from the situation What is the Emergency Rule? - ANSWER A sudden high-call volume, in which it may be impossible to perform tasks or duties to the same standard as would be expected under normal circumstances.
What are the basic responsibilities of a call taker for a public safety incident? - ANSWER A. Answer incoming telephone calls B. Enter incidents into CAD systems C. Obtain necessary information D. Effectively control and manage the call What are the reasons for following basic protocols when taking calls on law enforcement incidents? - ANSWER A. Creates uniformity and efficiency B. Avoids liability C. Maintains consistency through practice/reflective reaction D. Descriptions and information on incidents could be used by officers in the field to detain suspect, search vehicle or use force E. Consequences of incomplete, inaccurate information entered in the CAD could lead to responder and public safety issues F. May be used in a court hearing G. Quality Assurance Why is developing questioning skills critical for the call taker? - ANSWER A. Ensures completeness of information beginning with the most important first B. Knowing what questions to ask and asking them quickly provides caller with confidence in call taker's ability to help C. Enhances willingness and ability of callers to cooperate when questioned D. Understanding situational awareness to enhance ability to recognize potential ambush situations. What are the basic guidelines to help determine priority on calls for service? - ANSWER A. Loss of life or potential for injury to a person B. Known vs. unknown C. In progress or just occurred vs. occurred prior D. Weapons vs. no weapons E. Accidents - known injuries vs. unknown injuries F. Injuries vs. property damage only When it is important to keep the caller on the phone? - ANSWER A. Crimes in progress
