APCO Study Questions And Answers
What is a PSAP? Public Safety Answering Point a facility equipped/staffed to receive
emergency calls requesting police, fire, EMS and other public safety services via telephone
and other communication devices
The three primary fields of public safety communica...
What is a PSAP? Public Safety Answering Point a facility equipped/staffed to receive
emergency calls requesting police, fire, EMS and other public safety services via telephone
and other communication devices
The three primary fields of public safety communications are law enforcement
communications, fire service communications and emergency medical services
communications
vital services defines the (4)primary functions or tasks of public safety
communications systems
Policy A guide to thinking.
Procedure A guide to action.
Non-verbal communication does not always require face-to-face contact.
Open ended question A question that cannot be answered "yes" or "no"
, APCO Study Questions And Answers
Restating a speaker's main points in your own words is applying the active listening
technique ( reflecting what they are saying back to them) of paraphrasing
Reflecting feelings (active listening technique) is repeating in a short declarative
statement the emotions or feelings the speaker is communicating
Good customer service means treating callers with diligence, consideration and
respect
Emergency calls may come in on administrative (non 9-1-1) lines
A ministerial duty is an act done under the authority of a superior which involves
obedience to instruction.
VoIP is technology that allows you to make telephone calls using the internet.
VoIP stands for Voice over internet protocol
, APCO Study Questions And Answers
Non-verbal attending an example is maintaining eye contact.
An accurate description of weapons is critical information for all first responders.
(not just police officers)
The operational relationship between telecommunicators, supervisors and managers is
defined by the PSAP's Chain of Command
The "vital services" of a public safety communications system are to provide
communication between the PSAP and The PUBLIC, AGENCY PERSONNEL,
OTHER AGENCIES and SUPPORT SERVICES
Active Listening Demonstrating an interest and understanding in what is being said
by staying focuses, asking questions, listening for the main point and listening for the
rationale behind what is being said.
Physically signalling that you are listening is applying the listening technique of Non-
verbal ATTENDING
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