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APCO Public Safety Telecommunicator Q&A
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APCO Public Safety Telecommunicator Q&A
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APCO Public Safety TelecommunicatorT or F
Emergency calls can come in on any line? ✔️Ans Q. TRUE
T or F
Attempt to provide the caller with alternatives, suggest other options, but never give legal
advice. ✔️Ans Q. TRUE
The most important information we need to obtain from the caller is ______ since no other
information will be helpful without the ________. ✔️Ans Q. Location, location
The acronym ______ is used to obtain information on vehicles. ✔️Ans Q. Cymbals
Verify the ______ before ending the call to make sure you have the correct information. ✔️Ans
Q. Address
An accurate description of ______ is critical information for response units. ✔️Ans Q.
Weapons
Record facts as they are received. Never rely on ______. ✔️Ans Q. Memory
A technique to calm a hysterical caller is ________. ✔️Ans Q. Persistent Repetition
Good ______ means treating callers with diligence, consideration and respect. ✔️Ans Q.
Customer Service
Sending brief messages such as "oh I see", "of course" ... are examples of ______
communications. ✔️Ans Q. Non-verbal
A question that cannot be answered "yes" or "no" is a/an ________ ✔️Ans Q. Open Ended
Question
_______ is a brief restatement of the sender's main points in your own words. ✔️Ans Q.
Paraphrasing
________ are based on assumptions. ✔️Ans Q. Inference
___________ are based on facts. ✔️Ans Q. Observations
________ is repeating in a short declarative statement the emotions or feelings the sender is
communicating. ✔️Ans Q. Reflective Feelings
, The 5 components of the communications cycle are: ✔️Ans Q. a. Sender
b. Receiver
c. Message
d. Medium
e. Feedback
__________ 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. ✔️Ans Q. Active Listening
Physically signaling that you are listening is called ______ ✔️Ans Q. Non-verbal
Attending
PSAP is the acronym for:
a. Public Safety Access Point
b. Public Safety Acceptance Point
c. Public Safety Answering Point
d. Public Safety Accessory Point ✔️Ans Q. C. Public Safety Answering Point
______ involves an individual's personal, professional and organizational rules of conduct. It
includes opinions and feelings about certain manners and behavior. ✔️Ans Q. Ethics
______ is defined by who you are, what you do and how others perceive you? ✔️Ans Q.
Professionalism
The 3 primary fields of public safety communications are: ✔️Ans Q. 1. Law
Enforcement
2. Fire Services
3. EMS
PSAP informational resources are such things as: ✔️Ans Q. - Mapbook
- Telephone Book
- CAD (Computer Aided Dispatch)
- Internet Search Engine
- Cross Reference & City Directory
-Other Resources
A ______ is a guide to thinking and a ________ is a guide to action. ✔️Ans Q. Policy,
procedure
__________ is a process of supplying supplemental personnel equipment or other resources to
an incident in order to assist agencies in a time of need. ✔️Ans Q. Mutual Aid
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