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Exam (elaborations)

APCO Exam and answers

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APCO Exam and answers PSAPPublic Safety Answering Point ProfessionalismWho you are (inner character), what you do (behavior exhibited) and how others perceive you (image projected) EthicsInvolves an individual's personal, professional and organizational rules of conduct Code of EthicsPr...

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  • October 20, 2024
  • 11
  • 2024/2025
  • Exam (elaborations)
  • Questions & answers
  • APCO
  • APCO
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WorkAce
APCO Exam and answers
PSAP✔✔Public Safety Answering Point


Professionalism✔✔Who you are (inner character), what you do (behavior
exhibited) and how others perceive you (image projected)


Ethics✔✔Involves an individual's personal, professional and organizational
rules of conduct


Code of Ethics✔✔Professional conduct code or some other formal guide for
actions and behavior, based on the community's expectations


PSAP's Chain of Command✔✔Defines the relationships between frontline
telecommunicators, supervisors and managers


Three Primary Disciplines of Public Safety Communications✔✔Law
enforcement communications, fire service communications, and emergency
medical service communications


Tasks of Public Safety Communications✔✔Communication with the public,
communication between members of the same agency, communication
between public safety agencies, communication between public safety
agencies and support services


Mutual Aid✔✔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


Policy✔✔A guide to thinking

, Procedure✔✔A guide to action


Six components of the Communication Cycle✔✔Sender, receiver, message,
medium, context and feedback


Active Listening✔✔Demonstrating an interest and understanding in what is
being said through staying focused, asking questions, listening for the main
point and listening for the rationale behind what is being said


Nonverbal Attending✔✔Physically signaling that you are listening


Open-ended questions✔✔Questions that cannot be answered with yes or no


Reflecting Feelings✔✔Repeating in a short, declarative statement the
emotions or feelings that the sender is communicating


Observation✔✔Based on facts


Inference✔✔Based on assumptions


Define the acronym CYMBALS✔✔Color, Year, Make, Body, Additional
Information, License Number, State of License


What is the most important information to gather from a call✔✔Where the
incident is

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