APCO COMMUNICATIONS CENTER SUPERVISOR EXAM
WITH ALL CORRECT & 100% VERIFIED ANSWERS |
ALREADY GRADED A+
Supervisor ✔Correct Answer-Any individual within an organization having authority to hire,
suspend, discharge, assign, reward, or discipline other employees, or effectively to recommend
such action or any individual given responsibility to direct other employees
Shift ✔Correct Answer-Group of individuals assigned to the same work schedule for any given
period of time and supervised by the same Supervisor or group of Supervisors
Officer in Command of a shift ✔Correct Answer-Supervisor is responsible for overseeing the
operations of that shift including all personnel issues such as staffing, scheduling and
disciplinary actions and all operational issues such as incident management, equipment
performance and resource allocation
Working Supervisor ✔Correct Answer-Supervisor performs the same function as that of
telecommunicator while simultaneously serving as Supervisor by receiving and dispatching calls
for service
Chain-of-command ✔Correct Answer-Organizational structure of agency
Purpose of Chain-of-Command ✔Correct Answer-Defines the relationship between frontline
Telecomunicators, Supervisors and Managers and provides guidance for personnel in requests
for information, routing of complaints or issues, and emergency notifications
Tips to assist Supervisors in addressing challenges of transitioning ✔Correct Answer-1.
Recognize themselves as management or as the bridge between management and frontline
Telecommunicators
2. Familiarize themselves with their new duties and responsibilities
3. Remember the strengths brought to the position
4. Be clear with subordinates about how they expect relationships to change or remain the
same, and the behavior they expect from the employee
Lessening resentment towards corrective actions ✔Correct Answer-1. Sincere
2. Honest
3. Consistent
Facilitator vs Autocrat ✔Correct Answer-One who helps employees do their jobs rather than
as one who dictates how employees should act
, Reflection of Supervisor's actions ✔Correct Answer-Actions of the Supervisor reflect not only
on themselves personally and professionally but also on the agency
Ethics ✔Correct Answer-A system of principles; the rules of conduct recognized in respect to a
particular class of human actions or a particular group, culture, etc; that branch of philosophy
dealing with values relating to human conduct, with respect to the rightness and wrongness of
certain actions and the motives and ends of such actions
Supervisor Code of Ethics ✔Correct Answer-Formal guidelines for actions and behavior that
provide guidance and performance expectations for the Supervisor including conduct and
behavior on and off duty, professional and personal interaction with external and internal
"customers", and acceptable performance criteria
Professionalism ✔Correct Answer-Encompasses honesty, integrity, humility, accountability
and a desire to learn new techniques to perfect job skills
Problem solving ✔Correct Answer-The ability to use deductive reasoning, logic and common
sense to solve unique issues that arise in any given situation
Types of decisions ✔Correct Answer-1. Programmed: well thought out, structured, and
routine in nature
2. Non-programmed: poorly thought out, have no supporting data and are based on individual
judgment instead of fact
Approaches to decision making ✔Correct Answer-1. Rational: analytical and outlines a
systemic, step-by-step process
2. Behavioral: based on personal judgment and quick assessments rather than thorough analysis
3. Practical: compromise of both the rational and behavioral decision making processes
4. Personal: relies on personal experience and influences such as education, moral standards,
and social or economic status
5. Group: used when the issued being decided is important to a wide range of employees or
when it is necessary to involve as many members of staff as possible - produces a stakeholder
mentality
How to best utilize time ✔Correct Answer-1. Eliminate tasks of a personal nature being
completed while on-duty
2. Delegate tasks or recommend the delegation of tasks that can be carried out by a subordinate
position
3. Schedule the most challenging tasks for "peak times"
4. Minimize the number of times spent switching between types of tasks
Largest obstacle to successful time management ✔Correct Answer-Procrastination
WITH ALL CORRECT & 100% VERIFIED ANSWERS |
ALREADY GRADED A+
Supervisor ✔Correct Answer-Any individual within an organization having authority to hire,
suspend, discharge, assign, reward, or discipline other employees, or effectively to recommend
such action or any individual given responsibility to direct other employees
Shift ✔Correct Answer-Group of individuals assigned to the same work schedule for any given
period of time and supervised by the same Supervisor or group of Supervisors
Officer in Command of a shift ✔Correct Answer-Supervisor is responsible for overseeing the
operations of that shift including all personnel issues such as staffing, scheduling and
disciplinary actions and all operational issues such as incident management, equipment
performance and resource allocation
Working Supervisor ✔Correct Answer-Supervisor performs the same function as that of
telecommunicator while simultaneously serving as Supervisor by receiving and dispatching calls
for service
Chain-of-command ✔Correct Answer-Organizational structure of agency
Purpose of Chain-of-Command ✔Correct Answer-Defines the relationship between frontline
Telecomunicators, Supervisors and Managers and provides guidance for personnel in requests
for information, routing of complaints or issues, and emergency notifications
Tips to assist Supervisors in addressing challenges of transitioning ✔Correct Answer-1.
Recognize themselves as management or as the bridge between management and frontline
Telecommunicators
2. Familiarize themselves with their new duties and responsibilities
3. Remember the strengths brought to the position
4. Be clear with subordinates about how they expect relationships to change or remain the
same, and the behavior they expect from the employee
Lessening resentment towards corrective actions ✔Correct Answer-1. Sincere
2. Honest
3. Consistent
Facilitator vs Autocrat ✔Correct Answer-One who helps employees do their jobs rather than
as one who dictates how employees should act
, Reflection of Supervisor's actions ✔Correct Answer-Actions of the Supervisor reflect not only
on themselves personally and professionally but also on the agency
Ethics ✔Correct Answer-A system of principles; the rules of conduct recognized in respect to a
particular class of human actions or a particular group, culture, etc; that branch of philosophy
dealing with values relating to human conduct, with respect to the rightness and wrongness of
certain actions and the motives and ends of such actions
Supervisor Code of Ethics ✔Correct Answer-Formal guidelines for actions and behavior that
provide guidance and performance expectations for the Supervisor including conduct and
behavior on and off duty, professional and personal interaction with external and internal
"customers", and acceptable performance criteria
Professionalism ✔Correct Answer-Encompasses honesty, integrity, humility, accountability
and a desire to learn new techniques to perfect job skills
Problem solving ✔Correct Answer-The ability to use deductive reasoning, logic and common
sense to solve unique issues that arise in any given situation
Types of decisions ✔Correct Answer-1. Programmed: well thought out, structured, and
routine in nature
2. Non-programmed: poorly thought out, have no supporting data and are based on individual
judgment instead of fact
Approaches to decision making ✔Correct Answer-1. Rational: analytical and outlines a
systemic, step-by-step process
2. Behavioral: based on personal judgment and quick assessments rather than thorough analysis
3. Practical: compromise of both the rational and behavioral decision making processes
4. Personal: relies on personal experience and influences such as education, moral standards,
and social or economic status
5. Group: used when the issued being decided is important to a wide range of employees or
when it is necessary to involve as many members of staff as possible - produces a stakeholder
mentality
How to best utilize time ✔Correct Answer-1. Eliminate tasks of a personal nature being
completed while on-duty
2. Delegate tasks or recommend the delegation of tasks that can be carried out by a subordinate
position
3. Schedule the most challenging tasks for "peak times"
4. Minimize the number of times spent switching between types of tasks
Largest obstacle to successful time management ✔Correct Answer-Procrastination
