Public Safety Telecommunicators 1
APCO
PSAP - ANS-Public Safety Answering Point
Telecommunicators - ANS-Receive phone calls, dispatch units, establish
communication links to in-service companies, and complete incident reports.
Ethics - ANS-involves an individual's personal, professional, and organizational rule of
conduct. It includes opinions and feelings about manners and behavior.
Chain of Command - ANS-Organizational structure for personnel and job
responsibilities, ___ defines the relationship between frontline telecommunicators,
supervisors, and managers
Categories of Basic Telecommunications - ANS-There are three primary disciplines of
public safety communications: Law enforcement communications, Fire Service
communications, and Emergency Service Communications.
Vital Services - ANS-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 - ANS-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.
A POLICY IS A GUIDE TO THINKING - ANS-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 - ANS-Sender, Receiver, Message, Medium, Context,
Feedback
, Active Listening - ANS-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
Nonverbal Attending - ANS-Physically signaling that you are listening
Telecommunicators must effectively communicate without the benefit of ___. -
ANS-Face to face interaction
Open-Ended Questions - ANS-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 - ANS-A brief rephrasing of information provided by the sender.
Reflecting Feelings - ANS-REPEATING IN A SHORT, DECLARATIVE STATEMENT
THE EMOTIONS OR FEELINGS THAT THE SENDER IS COMMUNICATING
Observations - ANS-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 - ANS-The act of practice of noting and recording facts and events.
Caller Expectations - ANS-Callers have only a few expectations, and those expectations
are very simple.
To talk with a trained professional - ANS-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 - ANS-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 - ANS-Authority
Quality Assurance - ANS-___ programs include all actions taken to ensure that
standards and procedures are met and followed.
APCO
PSAP - ANS-Public Safety Answering Point
Telecommunicators - ANS-Receive phone calls, dispatch units, establish
communication links to in-service companies, and complete incident reports.
Ethics - ANS-involves an individual's personal, professional, and organizational rule of
conduct. It includes opinions and feelings about manners and behavior.
Chain of Command - ANS-Organizational structure for personnel and job
responsibilities, ___ defines the relationship between frontline telecommunicators,
supervisors, and managers
Categories of Basic Telecommunications - ANS-There are three primary disciplines of
public safety communications: Law enforcement communications, Fire Service
communications, and Emergency Service Communications.
Vital Services - ANS-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 - ANS-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.
A POLICY IS A GUIDE TO THINKING - ANS-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 - ANS-Sender, Receiver, Message, Medium, Context,
Feedback
, Active Listening - ANS-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
Nonverbal Attending - ANS-Physically signaling that you are listening
Telecommunicators must effectively communicate without the benefit of ___. -
ANS-Face to face interaction
Open-Ended Questions - ANS-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 - ANS-A brief rephrasing of information provided by the sender.
Reflecting Feelings - ANS-REPEATING IN A SHORT, DECLARATIVE STATEMENT
THE EMOTIONS OR FEELINGS THAT THE SENDER IS COMMUNICATING
Observations - ANS-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 - ANS-The act of practice of noting and recording facts and events.
Caller Expectations - ANS-Callers have only a few expectations, and those expectations
are very simple.
To talk with a trained professional - ANS-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 - ANS-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 - ANS-Authority
Quality Assurance - ANS-___ programs include all actions taken to ensure that
standards and procedures are met and followed.
