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POST Dispatch Exam Study Guide
What does the term dispatcher mean? - Correct Answers -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? - Correct Answers -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? - Correct Answers -- 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? - Correct Answers -- Criminal History Background Investigation
- Background Investigation What additional requirements and certifications are necessary before one can become a certified dispatcher? - Correct Answers -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 - Correct Answers -- 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? - Correct Answers -Has not been engaged in the duties of a dispatcher for 18 consecutive months What is a lapsed certification? - Correct Answers -Has not been engaged in the duties of a dispatcher for four continuous years Video Relay - Correct Answers -A video telecommunication service that allows deaf, hard-of-hearing, and speech-impaired individuals to communicate over video telephones with hearing people in real-time, via a sign language interpreter. VoIP - Correct Answers -Voice over Internet Protocol. A method of phone communications that use broadband internet connections as opposed to traditional phone circuits. Wanton - Correct Answers -When an act, which causes injury, is done with a reckless, malicious disregard of the rights or safety of other persons. Warrant of Arrest - Correct Answers -A written order issued and signed by a judge or magistrate, which allows the police to make a search or arrest a person. Participation in dispatcher training and certification is at the option of whom? - Correct Answers -The legislative body of each county or municipality that employs dispatchers The minimum standards concerning dispatcher qualifications and training do not.. - Correct Answers -Preclude counties or municipalities from establishing standards higher than the minimum standards How do you reinstate a lapsed certification? - Correct Answers -Completion of basic training course and exam How to reinstate an inactive certification? - Correct Answers -Written exam What are the continuing education requirements for dispatchers? - Correct Answers - hours or more annually Failure to obtain continuous training results in what? - Correct Answers -A lapsed or inactive certification What does POST need to be notified about when it comes to change of status? - Correct Answers -1. Termination of employment
- Reason for termination of employment
- Name change
- ii. Adult Probation and Parole (AP&P) d. Attorney General's Office
- i. Investigations
- ii. Internet Crimes Against Children (ICAC) What makes up federal agencies? - Correct Answers -a. Department of Justice
- i. Federal Bureau of Investigation (FBI)
- ii. Drug Enforcement Administration (DEA)
- iii. Bureau of Alcohol, Tobacco, Firearms and Explosives (ATF)
- iv. U.S. Marshals Service b. Department of Homeland Security
- i. Homeland Security Investigations (HSI)
- ii. United States Secret Service (USSS)
- iii. Immigration Customs and Enforcement (ICE)
- iv. U.S. Customs and Border Protection (CPB) v. U.S. Border Patrol (USBP)
- vi. Federal Protective Services (FPS)
- vii. U.S. Coast Guard (USCG)
- 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? - Correct Answers -1. Patrol
- Traffic
- Investigations
- Specialty
- Administration 6. Support Services What is included under the specialty division? - Correct Answers -a. Special Weapons and Tactics (SWAT/SERT) b. K- c. Search and Rescue (SAR) d. Narcotics e. Gangs What are the law enforcement ranks? - Correct Answers -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? - Correct Answers -A. Enforce the law 'B. Ensure the safety of the public
What are the types of fire personnel? - Correct Answers -1. Full-time
- Part-time
- Volunteer What are the types of EMS personnel? - Correct Answers -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? - Correct Answers -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? - Correct Answers -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? - Correct Answers -1. Director
- Manager
- Supervisor
- Trainer
- Call Taker
- Radio Dispatcher (Note: depending on agency policy, the above positions may be consolidated and staffed by one dispatcher - to include EMS, fire and law enforcement dispatching) What are the functions of chain of command? - Correct Answers -1. Provide paramilitary structure for accomplishing tasks
- Provide clear understanding of responsibility and authority 3. Establish first line and middle management levels of supervision for daily operations thereby allowing department heads to focus on big picture Why should chain of command be followed? - Correct Answers -1. It is policy
- To facilitate rapid resolution of issues at the lowest level
What are the EMS system's complex arrangement of public service components? - Correct Answers -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? - Correct Answers -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? - Correct Answers -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? - Correct Answers -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? - Correct Answers -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? - Correct Answers -Advanced Life Support -
- Advanced Emergency Medical Technician (AEMT) - includes all functions of the EMT, and utilizes advanced equipment available on the ambulance.
- Paramedics - Paramedics are trained in advanced cardiac life support, EKG interpretation, and are certified to establish intravenous lines and administer medications under the direction of medical control. They are also trained in advanced airway maintenance techniques such as endotracheal intubation
What are air-medical services? - Correct Answers -An air ambulance is an aircraft used for emergency medical assistance in situations where a traditional ambulance cannot reach the scene easily or quickly enough
- Several agencies provide air ambulance service in Utah with various specialties, including hoist, burn unit, pediatrics, infrared, and fixed wing. What are the main functions and roles of the EMD within the EMS system? - Correct Answers -A. The initial point of contact for those who need help B. The vital link between the citizen in need and field resources C. Administers initial life saving/life impacting medical care instruction and direction to the caller via scripted phone instruction D. Receives and processes (interrogates) calls for emergency medical service assistance E. Determines the nature and severity of the medical incident type F. Dispatch, allocation and coordination of field EMS resources G. Uses approved selective medical dispatch system to instruct caller in preparation for EMS responders arrival H. Ensures scene safety for patients, bystanders and EMS field responders I. Uses approved selective medical dispatch system to provide scripted emergency medical care instructions until medical responders take over at the scene J. Coordinates other public safety and medical providers as the situation requires K. Maintains accurate records and logs of emergency calls What is the purpose and evolution of the emergency medical dispatch system? - Correct Answers -A. In 1968, 9-1-1 was established as the national emergency number for the U.S. Calling this single number provided a caller anywhere in the U.S. access to police, fire and medical services B. 9-1-1 centers, have evolved to meet public safety and emergency medical needs C. Prior to this evolution dispatchers were the first line of contact with citizens requiring emergency medical assistance, however the dispatchers received little medical training or tools to help the citizen prior to a medical unit's arrival on scene 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? - Correct Answers -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
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? - Correct Answers -Bureau of Criminal Identification What is the responsibility of BCI? - Correct Answers -A. BCI is a bureau within the Utah Department of Public Safety (DPS) B. BCI is designated as the Control Terminal Agency (CTA) for the State of Utah, as directed by the FBI What is UCJIS? - Correct Answers -Utah Criminal Justice Information System What is the responsibility of UCJIS? - Correct Answers -A. UCJIS is a computerized information service that facilitates the exchange of data from several separate sources and agencies B. UCJIS houses the databases of all accessible files containing information to assist law enforcement and other criminal justice agencies in the State of Utah What are the two purposes for criminal justice agencies to access UCJIS systems? - Correct Answers -A. Criminal justice investigation B. Criminal justice employment How can physical security for BCI be accomplished in dispatch centers and why is it important? - Correct Answers -A. To protect against unauthorized personnel gaining access to equipment or to any stored data B. All visitors in position to view information on computer screens must be accompanied by staff personnel so as not to accidently reveal private information to someone passing by What are the steps BCI takes to ensure security of personnel accessing UCJIS systems? - Correct Answers -A. Background Checks B. User Security Statement C. Logons D. Passwords E. Training F. Testing/User Testing Agreement
What are the sanctions that could be taken against an individual for misusing UCJIS systems or improperly disseminating information? - Correct Answers -A. Written warning B. Suspension of logon ID during investigation of allegations of misuse C. Permanent deletion of logon ID due to substantiated misuse 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? - Correct Answers -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? - Correct Answers -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? - Correct Answers -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? - Correct Answers -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
G. Do not use police jargon or 10-codes What are four primary barriers in communication? - Correct Answers -A. Human B. Emotional C. Physical D. Language What are specific types of callers and situations that may complicate and/or cause failure in the communication process? - Correct Answers -A. Under the influence B. Language barriers C. Mental problems 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? - Correct Answers -1. The greeting
- The interview
- The termination What is included in the greeting component of a telephone call? - Correct Answers -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? - Correct Answers -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? - Correct Answers -
- 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? - Correct Answers -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"? - Correct Answers -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? - Correct Answers -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 G. Use caller's name What are other types of call management techniques? - Correct Answers -A. Speak slowly and clearly B. Do not keep asking callers to repeat themselves C. Use appropriate techniques to calm the caller D. Be precise when asking questions E. Be creative and flexible F. Admit mistakes What requirements do the Americans with Disabilities Act (ADA) have for public safety, and what methods hearing impaired individuals have for contacting PSAPs? - Correct Answers -A. ADA Requirements B. Text Telephone Teletype (TTY) C. Video relay
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? - Correct Answers -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? - Correct Answers -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? - Correct Answers -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? - Correct Answers -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? - Correct Answers -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? - Correct Answers -A. Crimes in progress B. To obtain further information to assist responders C. High priority calls when additional information can be obtained D. When complainant is frightened or their safety is in jeopardy E. On medical calls when appropriate as per protocol
F. Refer to specific agency policy Note: Callers may refuse to stay on the line What are key questions that must be obtained on every call for service? - Correct Answers -1. Where
- What
- When
- How
- Who What is included in the Where key questions? - Correct Answers -1. Always verify exact location of occurrence, including city, by having caller repeat it
- Type of location (apartment, business, parking lot, landmarks, etc.)
- Reporting party's (RP) location if different from location of occurrence
- Current location of suspect (s)
- Where should emergency responders be sent What is included in the What key questions? - Correct Answers -1. Type of incident being reported
- Number and type of injuries What is included in the When key questions? - Correct Answers -1. In progress, just occurred or occurred prior (time lapsed)
- Potential for situation to escalate What is included in the How key questions? - Correct Answers -1. Weapons (used, displayed, threatened, mentioned) and current location
- Alcohol or drugs involved What is included in the Who key questions? - Correct Answers -1. Descriptions and current location of suspects or other involved persons
- Is anyone injured a. Current status (conscious and breathing, trapped, etc.) b. Enter medical call c. Consider scene security (if violent crime)
- Reporting party information (name, location, phone number) What are the basic requirements for obtaining descriptions? - Correct Answers -1. Suspects
- Vehicles
- Weapons Questions to ask for Suspect descriptions: - Correct Answers -1. Description (head to toe - Outside to inside)
- Current location
- Direction of travel
B. Location of activation - name of bank, business or residence C. If called in by alarm company: Permit and/or reference number. Key holder contacted Name, ETA, and vehicle description D. Phone number into premises E. Follow specific agency policies for calling in to business or bank on hold up alarms F. If audible alarm: Any movement seen or anyone seen running away from scene What additional information should be considered when handling armed subject calls? - Correct Answers -A. Current location of suspect(s) B. Description of suspect(s) C. Current location of weapon(s) D. Description of weapon(s) E. What is suspect doing with the weapon (Brandishing, threatening, etc.) What additional information should be considered when handling bomb threats? - Correct Answers -A. Whenever possible, ask to speak to person who received the threat. Have the person who received the threat be available to meet with responders once they are on scene (People might be evacuating and the scene can be chaotic with people everywhere. Responders usually want to speak to someone who has the most direct knowledge of the situation so it's helpful to know where the person who took the call can be found. B. Note exact wording of caller, any information about approximate age, sex, background noises, suspect demeanor and voice identifiers C. Advise caller not to attempt to move or open any suspicious packages and to keep everyone away from area What additional information should be considered when handling burglary/burglary-in- progress/prowler calls? - Correct Answers -A. How did suspect gain entrance B. Advise caller not to touch anything that suspect may have touched C. Any known hazards around location (dogs, etc.) D. If in-progress or prowler call:
- If complainant calling from inside house: advise them to move to safe location and stay on the phone to update location of suspect inside
- Instruct caller to set phone down but not to hang up if they are discovered or if they cannot take the phone so safe location
- If it is a third party caller - ask why complainant believes person does not belong at that location (house is vacant, homeowners out of town, crawling in a window, breaking out a window etc.) What additional information should be considered when handling child abuse/child neglect calls? - Correct Answers -A. Is there an immediate threat to the child B. Child abuse or sexual abuse of a child situation
- If a physical assault: ask information for family fight as listed below
- If sexual assault: obtain information for rape as listed below C. If child abuse occurred prior: where is child now, are they safe D. Relationship of caller to child
E. If talking directly to a child victim, be careful to not ask leading questions F. Ages of child or children involved G. If known - Parent's names and current location What additional information should be considered when handling criminal mischief/vandalism calls? - Correct Answers -What specifically was done or what specifically was damaged What additional information should be considered when handling custodial interference/custody dispute calls? - Correct Answers -A. Where child was taken from B. Has custody been established by courts C. Is there any reason to believe child may be in danger D. Any reason to believe suspect may be trying to take child out of state at this time E. If there is indication child was taken by stranger use kidnapping questions and classify as kidnapping What additional information should be considered when handling family fight/domestic violence calls? - Correct Answers -A. Physical or verbal B. Medical attention needed C. Are involved parties still at the scene: no - get descriptions for ATL, yes - get current location at scene D. Consider caller may not be able to speak freely and adapt questions accordingly E. Known protective orders against suspect, check for protective orders and warrants F. If suspect damaged telephone or tried to prevent caller from notifying police, note it in the incident G. Note presence of any children What additional information should be considered when handling fight-in-progress /riot calls? - Correct Answers -A. How many people involved (consider sending additional officers) B. Is a physical assault occurring C. Is anyone injured (consider medical and scene safety issues) What additional information should be considered when handling disturbances/loud- party/noise calls? - Correct Answers -A. Determine what type of disturbance is occurring (loud music, loud people, fight or party) B. If large party: determine how many people are at location and any alcohol and/or drug use (consider extra officers for large groups) What additional information should be considered when handling shots fired calls? - Correct Answers -A. Did complainant just hear the sound of shots fired or actually witness shots fired B. If complainant witnessed shooting, use questions for armed subject as listed below C. For the sound of shots fired, can complainant tell exactly where the sound came from and how many shots were fired D. Did complainant hear voices or any kind of disturbance before or after the shots
