APCO Module 4 Exam Questions With 100% Correct Answers

APCO Module 4 Exam Questions With 100% Correct Answers Explain why it is important to answer calls promptly. - answerEach ring of the telephone seems like an eternity to the caller. The longer the caller waits, the more they slip into a crisis state. Describe why the telecommunicator should never assume multiple calls regarding the same incident are redundant or irrelevant. - answerNew callers may: - have a better view, understanding or position of relaying information - have more current or more detailed information - calling from inside fire scene and may be in danger - reporting a completely different incident Describe the call processing techniques for displaying professionalism and courtesy. - answer- Speak directly into the telephone mouthpiece - Use appropriate tone and manner of speech - Show interest in the caller - Take charge of conversation - Explain holds, pauses, and delays - Explain referrals - Never argue with the caller Define "pertinent information" - answerThe 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. Describe the pertinent information that should be gathered under the category of "where". - answerStreet address, business/building name, subdivision, landmarks, other identifying information and cross streets. Colors of houses/buildings, color/make of cars out front, resident's name, gate codes, building letters/numbers, individual's apartment numbers