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APCO TEST __ QUESTIONS & ANSWERS
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APCO TEST __ QUESTIONS & ANSWERS
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APCO TEST __ QUESTIONS & ANSWERSWhat does PSAP stand for: Public Safety Answering Point Correct Ans - 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) Correct Ans - Who you are - inner character,
what you do - behavior exhibited and how others perceive you - image projected
Ethics (1.2) Correct Ans - 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) Correct Ans - 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) Correct Ans - 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) Correct Ans - is 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 "mutual aid agreements" between response agencies.
Policies and Procedures (1.8) Correct Ans - A Policy is a guide to thinking. (vague)
A procedure is a guide to action. (specific)
Correct Ans - Sometimes it is not what is said, but how it is said that sets the tone
for interpersonal communications.
The Communication Cycle - Five Components (2.2) Correct Ans - Sender; Receiver;
Message; Medium; Feedback
Sender Correct Ans - The person who initiates the communication. during the
communication the sender and receiver roles change
Receiver Correct Ans - The Person or group who is the target of the communication
Message Correct Ans - The idea itself, in whatever form it may take
, Medium Correct Ans - The manner in which the message is transferred from the
sender to the receiver
Feedback Correct Ans - Communication from the receiver to the sender to verify
the message was understood
Active Listening (2.3) Correct Ans - involves demonstrating an interest and
understanding in what is being said by staying focused, asking questions, listening for the
main point and listening for the rationale behind what is being said
Nonverbal attending (2.3) Correct Ans - Its physically signaling that you are
listening
Open-Ended Questions (2.3) Correct Ans - Are questions that cannot be answered
"yes or no" requiring the sender to provide information.
Paraphrasing (2.3) Correct Ans - Is a brief rephrasing of information provided by
the sender. It provides the restatement of the essence of the information in your own
words.
Reflecting Feelings Correct Ans - is repeating in a short declarative statement the
emotions or feelings that the sender is communicating. It asserts your awareness and
understanding of the sender's feelings without indication agreement.
Telecommunications should always base decisions on (2.5) Correct Ans -
observation or facts, not inferences or assumptions.
Treat each caller with the same diligence, consideration and respect you'd show a member
of your own family that requested public safety (2.6) Correct Ans - Treat each caller
with the same diligence, consideration and respect you'd show a member of your own
family that requested public safety
Any type of call can come in on any line at any time (3.1) Correct Ans - Any type of
call can come in on any line at any time
Where (3.1) Correct Ans - Location is the most important piece of information to be
obtained from a caller; no other information is useful if there is no location.
Always remember, you are the communications professional Correct Ans - Always
remember, you are the communications professional
Remember - you are not the problem, you are part of the solution Correct Ans -
Remember - you are not the problem, you are part of the solution
Never give legal advice Correct Ans - Never give legal advice
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