PUBLIC SAFETY TELECOMMUNICATORS 1 APCO
PSAP - Answers- Public Safety Answering Point
Telecommunicators - Answers- Receive phone calls, dispatch units, establish
communication links to in-service companies, and complete incident reports.
Ethics - Answers- involves an individual's personal, professional, and organizational
rule of conduct. It includes opinions and feelings about manners and behavior.
Chain of Command - Answers- Organizational structure for personnel and job
responsibilities, ___ defines the relationship between frontline telecommunicators,
supervisors, and managers
Categories of Basic Telecommunications - Answers- There are three primary disciplines
of public safety communications: Law enforcement communications, Fire Service
communications, and Emergency Service Communications.
Vital Services - Answers- Public safety communications systems have four primary
functions or tasks. Referred to as ___ these primary functions facilitate communication
with the public, between members of the same agency, between public safety agencies,
and between public safety agencies and support entities
Mutal Aid - Answers- A process of supplying supplemental personnel, equipment or
other resources to an incident to assist agencies that may be in danger of becoming
overwhelmed in their response. these procedures are normally predetermined, and are
spelled out in ___ agreements between response agencies.
Open-Ended Questions - Answers- Questions that cannot be answered "yes" or "no"
requiring the sender to provide more information. ___ begin with words like, Tell me
about... Why... How... Describe... Explain...
Paraphrasing - Answers- A brief rephrasing of information provided by the sender.
Reflecting Feelings - Answers- REPEATING IN A SHORT, DECLARATIVE
STATEMENT THE EMOTIONS OR FEELINGS THAT THE SENDER IS
COMMUNICATING
Observations - Answers- What we see and hear, and also what we think we see and
hear. We observe events, and then begin making those observations fit what we know
about our world.
Observation - Answers- The act of practice of noting and recording facts and events.
, Caller Expectations - Answers- Callers have only a few expectations, and those
expectations are very simple.
To talk with a trained professional - Answers- A caller expects to be talking to a trained
professional. The thought here is expectation of the public. It is critical that as
professionals, we act like professionals. In communications, the most important step is
to be professional on every call
To be treated with courtesy - Answers- Be nice. These two words seem to disappear
from the communications center from time to time. Over years of taking call after call.
To talk with someone with authority - Answers- Authority
Quality Assurance - Answers- ___ programs include all actions taken to ensure that
standards and procedures are met and followed.
Quality Improvement - Answers- ___ programs are on-going efforts that typically review
recordings of incoming calls for service along with dispatch radio traffic.
Emergency Lines - Answers- The recommended way to answer emergency lines is "9 1
1, where is your emergency?" Location is the most important piece of information to be
obtained from a caller; no other information is useful if there is no location.
Any type of call can come in on any line at any time - Answers- True
If you can only get one piece of information, make sure it is - Answers- "Where"
The incident location includes - Answers- The street address, the business or building
name, cross streets, subdivisions, landmarks, etc.
An accurate description of ___ is a critical factor in decision-making process of
response units - Answers- Weapons
Never leave details to memory. - Answers- True
A POLICY IS A GUIDE TO THINKING - Answers- A policy states what should happen in
terms of outcomes, sometimes in very general terms. A policy may state that, There is
little in the way of specific guidance here, but there is no mistake that the PSAP expects
the telecommunicator to be courteous with all callers.
The Communications Cycle - Answers- Sender, Receiver, Message, Medium, Context,
Feedback
Active Listening - Answers- Demonstrating an interest and understanding in what is
being said through staying focused, asking questions, listening for the main point and
listening for rationale behind what is being said
PSAP - Answers- Public Safety Answering Point
Telecommunicators - Answers- Receive phone calls, dispatch units, establish
communication links to in-service companies, and complete incident reports.
Ethics - Answers- involves an individual's personal, professional, and organizational
rule of conduct. It includes opinions and feelings about manners and behavior.
Chain of Command - Answers- Organizational structure for personnel and job
responsibilities, ___ defines the relationship between frontline telecommunicators,
supervisors, and managers
Categories of Basic Telecommunications - Answers- There are three primary disciplines
of public safety communications: Law enforcement communications, Fire Service
communications, and Emergency Service Communications.
Vital Services - Answers- Public safety communications systems have four primary
functions or tasks. Referred to as ___ these primary functions facilitate communication
with the public, between members of the same agency, between public safety agencies,
and between public safety agencies and support entities
Mutal Aid - Answers- A process of supplying supplemental personnel, equipment or
other resources to an incident to assist agencies that may be in danger of becoming
overwhelmed in their response. these procedures are normally predetermined, and are
spelled out in ___ agreements between response agencies.
Open-Ended Questions - Answers- Questions that cannot be answered "yes" or "no"
requiring the sender to provide more information. ___ begin with words like, Tell me
about... Why... How... Describe... Explain...
Paraphrasing - Answers- A brief rephrasing of information provided by the sender.
Reflecting Feelings - Answers- REPEATING IN A SHORT, DECLARATIVE
STATEMENT THE EMOTIONS OR FEELINGS THAT THE SENDER IS
COMMUNICATING
Observations - Answers- What we see and hear, and also what we think we see and
hear. We observe events, and then begin making those observations fit what we know
about our world.
Observation - Answers- The act of practice of noting and recording facts and events.
, Caller Expectations - Answers- Callers have only a few expectations, and those
expectations are very simple.
To talk with a trained professional - Answers- A caller expects to be talking to a trained
professional. The thought here is expectation of the public. It is critical that as
professionals, we act like professionals. In communications, the most important step is
to be professional on every call
To be treated with courtesy - Answers- Be nice. These two words seem to disappear
from the communications center from time to time. Over years of taking call after call.
To talk with someone with authority - Answers- Authority
Quality Assurance - Answers- ___ programs include all actions taken to ensure that
standards and procedures are met and followed.
Quality Improvement - Answers- ___ programs are on-going efforts that typically review
recordings of incoming calls for service along with dispatch radio traffic.
Emergency Lines - Answers- The recommended way to answer emergency lines is "9 1
1, where is your emergency?" Location is the most important piece of information to be
obtained from a caller; no other information is useful if there is no location.
Any type of call can come in on any line at any time - Answers- True
If you can only get one piece of information, make sure it is - Answers- "Where"
The incident location includes - Answers- The street address, the business or building
name, cross streets, subdivisions, landmarks, etc.
An accurate description of ___ is a critical factor in decision-making process of
response units - Answers- Weapons
Never leave details to memory. - Answers- True
A POLICY IS A GUIDE TO THINKING - Answers- A policy states what should happen in
terms of outcomes, sometimes in very general terms. A policy may state that, There is
little in the way of specific guidance here, but there is no mistake that the PSAP expects
the telecommunicator to be courteous with all callers.
The Communications Cycle - Answers- Sender, Receiver, Message, Medium, Context,
Feedback
Active Listening - Answers- Demonstrating an interest and understanding in what is
being said through staying focused, asking questions, listening for the main point and
listening for rationale behind what is being said
