911 Public Safety Telecommunicators State
Exam Study Guide-Section 1 100% ACCURATE
To properly classify a call the telecommunicator will need to use the basic questioning techniques of:
________, _________, ________, ________, ________, and _________ (p17)
a. What, when, weapons, who, where, and how
b. Where, what, when, weapons, who, and how
c. When, where, what, weapons, who, and how
d. How, where, weapons, what, when, and who - ANSWER b. Where, what, when ,weapons, who, and
how
Vital piece of information that should be obtained first is __________
a. How many people
b. Any weapons
c. Any injuries
d. Location - ANSWER d. Location
Communication cycle is composed of 5-parts (p19)
________, _________, ________, ________, and ________
a. Message, medium, sender, receiver, and followup
b. Sender, message, receiver, medium, and feedback
c. Sender, message, medium, feedback, and receiver
d. Sender, receiver, message, medium, and feedback - ANSWER d. Sender, Receiver, Message, Medium,
and Feedback
Basic principles of telephone techniques _______
a. Speak directly into the mouthpiece
b. Show interest in caller
c. Take charge of the conversation
, d. All of the above
e. none of the above - ANSWER d. All of the above
Violations of criminal laws and regulations, such as perjury, bribery, theft, identification theft, false
report to law enforcement, false official statement, vandalism, burglary, firearms violations, etc
a. Negligence on Duty
b. Criminal Acts
c. Personal Gain
d. Illegal activities - ANSWER b. Criminal Acts
What is this term: Public safety telecommunicators will not use their official positions to secure privileges
or advantages for themselves.
a. gratuity
b. gifts
c. personal gain
d. duty to act - ANSWER c. Personal gain
Most public safety agencies have rules that prohibit employees from conducting personal business for
profit with their agencies. Public safety telecommunicators should refer to s.112.313, F.S., Standards of
Conduct for Public Officers, Employees of Agencies and Local Government Attorneys.
a. Professionalism
b. Confidentially
c. Doing Business w/ ones Agency
d. Negligence on Duty - ANSWER c. Doing Business w/ ones Agency
The failure to do that which a public safety telecommunicator has a directed or moral obligation to do;
careless or reckless performance of one's duties
a. Negligence of Duty
b. Low Morale
c. Burnout
, d. Duty to Act - ANSWER a. Negligence on Duty
The duty of a responsible party to take action to prevent harm to the public or another party. This duty
may be directed by agency policy and procedure or may result from a moral obligation.
a. Negligence on Duty
b. Duty to Act
c. Agency Values
d. Moral Duty - ANSWER d. Duty to Act
Telecommunicators must be familiar with and follow all codes of ethics, professional conduct codes,
standards, policies and procedures as determined by their agency. They must always uphold and follow
the values and mission of their agency
a. Personal Gain
b. Team Concept
c. Agency Values
d. Doing Business with ones Agency - ANSWER c. Agency Values
Name the term: PSTs will maintain the integrity of private information; they will neither seek personal
data beyond that needed to perform their professional responsibilities, nor reveal case information to
anyone not having proper professional use for such. Violations of confidentiality are subject to
disciplinary actions and/or civil liability and/or criminal prosecution
a. HIPPA
b. Security law
c. Confidentially
d. Privacy - ANSWER c. Confidentially
(Tactics used by opposing Counsel)
Used to confuse and attempt to force inconsistent answers
a. Condescending Counsel
b. Rapid Fire Questions
c. Staring
Exam Study Guide-Section 1 100% ACCURATE
To properly classify a call the telecommunicator will need to use the basic questioning techniques of:
________, _________, ________, ________, ________, and _________ (p17)
a. What, when, weapons, who, where, and how
b. Where, what, when, weapons, who, and how
c. When, where, what, weapons, who, and how
d. How, where, weapons, what, when, and who - ANSWER b. Where, what, when ,weapons, who, and
how
Vital piece of information that should be obtained first is __________
a. How many people
b. Any weapons
c. Any injuries
d. Location - ANSWER d. Location
Communication cycle is composed of 5-parts (p19)
________, _________, ________, ________, and ________
a. Message, medium, sender, receiver, and followup
b. Sender, message, receiver, medium, and feedback
c. Sender, message, medium, feedback, and receiver
d. Sender, receiver, message, medium, and feedback - ANSWER d. Sender, Receiver, Message, Medium,
and Feedback
Basic principles of telephone techniques _______
a. Speak directly into the mouthpiece
b. Show interest in caller
c. Take charge of the conversation
, d. All of the above
e. none of the above - ANSWER d. All of the above
Violations of criminal laws and regulations, such as perjury, bribery, theft, identification theft, false
report to law enforcement, false official statement, vandalism, burglary, firearms violations, etc
a. Negligence on Duty
b. Criminal Acts
c. Personal Gain
d. Illegal activities - ANSWER b. Criminal Acts
What is this term: Public safety telecommunicators will not use their official positions to secure privileges
or advantages for themselves.
a. gratuity
b. gifts
c. personal gain
d. duty to act - ANSWER c. Personal gain
Most public safety agencies have rules that prohibit employees from conducting personal business for
profit with their agencies. Public safety telecommunicators should refer to s.112.313, F.S., Standards of
Conduct for Public Officers, Employees of Agencies and Local Government Attorneys.
a. Professionalism
b. Confidentially
c. Doing Business w/ ones Agency
d. Negligence on Duty - ANSWER c. Doing Business w/ ones Agency
The failure to do that which a public safety telecommunicator has a directed or moral obligation to do;
careless or reckless performance of one's duties
a. Negligence of Duty
b. Low Morale
c. Burnout
, d. Duty to Act - ANSWER a. Negligence on Duty
The duty of a responsible party to take action to prevent harm to the public or another party. This duty
may be directed by agency policy and procedure or may result from a moral obligation.
a. Negligence on Duty
b. Duty to Act
c. Agency Values
d. Moral Duty - ANSWER d. Duty to Act
Telecommunicators must be familiar with and follow all codes of ethics, professional conduct codes,
standards, policies and procedures as determined by their agency. They must always uphold and follow
the values and mission of their agency
a. Personal Gain
b. Team Concept
c. Agency Values
d. Doing Business with ones Agency - ANSWER c. Agency Values
Name the term: PSTs will maintain the integrity of private information; they will neither seek personal
data beyond that needed to perform their professional responsibilities, nor reveal case information to
anyone not having proper professional use for such. Violations of confidentiality are subject to
disciplinary actions and/or civil liability and/or criminal prosecution
a. HIPPA
b. Security law
c. Confidentially
d. Privacy - ANSWER c. Confidentially
(Tactics used by opposing Counsel)
Used to confuse and attempt to force inconsistent answers
a. Condescending Counsel
b. Rapid Fire Questions
c. Staring
