APCO EMD Certification Exam
questions and answers
The objective of EMD is _________, and NOT __________.- Understanding
the role of EMD obtaining information through vital points questions and
giving appropriate pre-arrival instructions. - Give training in the use of handling center equipme...
APCO Comm Center Supervisor
questions and answers
An agencies chain of command provide guidance for personnel in requests for
information, routing of complaints or issues and...✔✔Emergency Notifications
(1.3)
When approached by a subordinate regarding technical or operational
situation, a Comm Center Supervisor should be prepared to answer that
question or...✔✔Know where to seek more information (1.6)
In regards to their agency's code of ethics, a Comm Center Supervisor should:
(1.7)✔✔Adopt it as their own
What type of decisions are poorly thought out, have no supporting data, have
a lengthy timeframe & base final solutions on individual judgement instead of
fact? (2.1)✔✔Non-Programmed
According to the text, what is not a common cause of procrastination?
(2.4)✔✔Laziness
3 basic steps to setting goals, as listed by the text (2.3)✔✔1. Create a big
picture view of what is wanted and what large-scale goals are desired
2. Break large-scale goals down into smaller targets
3. Start working toward accomplishing goals using the framework set
A process by which a person learns more about themselves- what they like,
what they do not like, and how they tend to react to certain situations
(2.4)✔✔Self-assessment
, Continuing dispatch education can assist with: (2.6)✔✔1. Maintaining proper
levels of service
2. Incorporating new policies & procedures
3. Addressing deficiencies found in the agency's quality control program
The primary thing supervisors must do to manage stress levels effectively is:
(2.7)✔✔Take care of their own stress first
To be a successful leader, the Comm Center Supervisor must clearly define the
goal or mission statement of their agency, have a vision and passion for
working towards making all the things that are wrong right despite obstacles
and challenges, be familiar with their responsibilities and... (3.1)✔✔Be
motivated enough to know how to motivate others
A successful Supervisor must be: (3.3)✔✔1. Honest enough to know their
strengths and weaknesses
2. Ready when called upon to share their strengths
3. Motivated enough to work at reducing their weaknesses
The most common form of counseling is: (3.4)✔✔Immediate feedback after a
call or dispatch
Guidelines for counseling employees include: (3.4)✔✔1. Focus on behaviors
2. Get right to the point
3. Remember to compliment
What method should supervisors follow when providing feedback to an
employee? (3.4)✔✔BASIC
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