What does PSAP stand for: Public Safety Answering Point - is a facility equipped and staffed
to receive emergency calls requesting police, fire, EMS and other public safety services via
telephone and other communication devices
Professionalism is defined by (1.1) - Who you are - inner characte...
What does PSAP stand for: Public Safety Answering Point - is a facility equipped and staffed
to receive emergency calls requesting police, fire, EMS and other public safety services via
telephone and other communication devices
Professionalism is defined by (1.1) - Who you are - inner character, what you do - behavior
exhibited and how others perceive you - image projected
Ethics (1.2) - implies that it involves an individual's personal, professional and
organizational rules of conduct. It includes opinions and feelings about certain manners
and behavior.
PSAP Organizational Structure (1.3) - Each PSAP has a different organizational structure
for personnel and job responsibilities, typically referred to as the chain of command. A
PSAP's chain of command defines the relationship between frontline telecommunications,
supervisors and managers.
PSAP Informational Resources (1.6) - Many reference material and informational database
are available in PSAP's. They include: Telephone book, Cross- reference or City Directory,
Maps, Computer aided dispatch (CAD) systems, Internet and Search engines and other
resources
Mutual Aid (1.7) - 2 2 2
is a process of supplying supplemental personnel, equipment or other resources to an incid
2 2 2 2 2 2 2 2 2 2 2 2 2 2
ent to assist agencies that may be in danger of becoming overwhelmed in their response. Th
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ese procedures are normally predetermined and are spelled out in "mutual aid agreements"
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between response agencies. 2 2
Policies and Procedures (1.8) - A Policy is a guide to thinking. (vague)
2 2 2 2 2 2 2 2 2 2 2 2
A procedure is a guide to action. (specific)
2 2 2 2 2 2 2
-
2
Sometimes it is not what is said, but how it is said that sets the tone for interpersonal comm
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unications.
The Communication Cycle - Five Components (2.2) -
2 2 2 2 2 2 2
The person who initiates the communication. during the communication the sender and rec
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eiver roles change 2 2
Receiver - The Person or group who is the target of the communication
2 2 2 2 2 2 2 2 2 2 2 2
Message - The idea itself, in whatever form it may take
2 2 2 2 2 2 2 2 2 2
Medium - The manner in which the message is transferred from the sender to the receiver
2 2 2 2 2 2 2 2 2 2 2 2 2 2 2
Feedback - 2
Communication from the receiver to the sender to verify the message was understood
2 2 2 2 2 2 2 2 2 2 2 2 2
Active Listening (2.3) - 2 2 2
2involves demonstrating an interest and understanding in what is being said by staying focus
2 2 2 2 2 2 2 2 2 2 2 2 2
ed, asking questions, listening for the main point and listening for the rationale behind what
2 2 2 2 2 2 2 2 2 2 2 2 2 2 2
is being said
2 2
Nonverbal attending (2.3) - Its physically signaling that you are listening
2 2 2 2 2 2 2 2 2 2
Open-Ended Questions (2.3) - 2 2 2
2Are questions that cannot be answered "yes or no" requiring the sender to provide informat
2 2 2 2 2 2 2 2 2 2 2 2 2 2
ion.
Paraphrasing (2.3) - 2 2
Is a brief rephrasing of information provided by the sender. It provides the restatement of t
2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2
he essence of the information in your own words.
2 2 2 2 2 2 2 2
Reflecting Feelings - 2 2
is repeating in a short declarative statement the emotions or feelings that the sender is com
2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2
municating. It asserts your awareness and understanding of the sender's feelings without in
2 2 2 2 2 2 2 2 2 2 2 2
dication agreement. 2
Telecommunications should always base decisions on (2.5) - 2 2 2 2 2 2 2
observation or facts, not inferences or assumptions.
2 2 2 2 2 2 2
Treat each caller with the same diligence, consideration and respect you'd show a member o
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f your own family that requested public safety (2.6) -
2 2 2 2 2 2 2 2 2
2Treat each caller with the same diligence, consideration and respect you'd show a member o
2 2 2 2 2 2 2 2 2 2 2 2 2 2
f your own family that requested public safety
2 2 2 2 2 2 2
Any type of call can come in on any line at any time (3.1) -
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Any type of call can come in on any line at any time
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