911 Dispatch Exam UPDATED ACTUAL
QUESTIONS AND CORRECT ANSWERS
Define the term PSAP - CORRECT ANSWER Public safety abswering point
Define ethics - CORRECT ANSWER It involves an individuals personal, profession and
organization rules of conduct. It includes opinions and feelings about manners and behaviors.
List the three primary disciplines of public safety - CORRECT ANSWER Law enforcement,
fire service, emergency medical service communication
What does a chain of command define - CORRECT ANSWER The relationships between
frontline telecommunicators, supervisers and managers
Explain the difference between a policy and procedure - CORRECT ANSWER Policy is a
guide to thinking, procedure is a guide to action
Define vital services - CORRECT ANSWER To provide assistance or referral between the
public and public safety
Define mutual aid - CORRECT ANSWER A process of supplying supplemental personal
equipment or other recourses to an incident to assist agencies that may be in danger or becoming
overwhelmed in their response
List the vital services that a public safety communication system provides - CORRECT
ANSWER Facilitate communication with the public, between members of the same agency,
between public safety agencies and between support service entities
List and describe the six components of the communication cycle - CORRECT ANSWER The
sender, receiver, message, medium, context and feed back
Define active listening - CORRECT ANSWER Active listening involves demonstrating an
interest and understanding in what is being said through staying focused, asking questions and
listening for the main point
, Define open-ended questions and give and example - CORRECT ANSWER Open-ended
questions aren't questions that can not be answered "yes" or "no" requiring the sender to provide more
info. Example: "what's your name?" "How are you"
Define paraphrasing - CORRECT ANSWER Paraphrasing is a brief rephrase of info provided
by the sender
Define reflecting feelings and give and example - CORRECT ANSWER
Reflecting feelings is repeating in a short, declarative statement the emotions of the feelings that the
sender is communicating - CORRECT ANSWER
Explain the difference between an observation and an inference - CORRECT
ANSWER Observations are what we see, hear and also what we think. inferences are drawn
from our observations
Describe the purpose of a PSAP's QA/QI Program - CORRECT ANSWER To ensure
procedures and policies
List 3 caller expectations - CORRECT ANSWER Be friendly, fast and be responsive
Define non-verbal attending - CORRECT ANSWER Listening while making eye contact
Explain why it is important that telecommunicators use clear speech and proper diction - CORRECT
ANSWER TI ensure that your message is understood
What is one form of advice a telecommunicator never gives - CORRECT ANSWER Legal
advice
Telecommunicators should make a practice of recording _ as they are _ and never leave details to _ -
CORRECT ANSWER Facts, received, memory
QUESTIONS AND CORRECT ANSWERS
Define the term PSAP - CORRECT ANSWER Public safety abswering point
Define ethics - CORRECT ANSWER It involves an individuals personal, profession and
organization rules of conduct. It includes opinions and feelings about manners and behaviors.
List the three primary disciplines of public safety - CORRECT ANSWER Law enforcement,
fire service, emergency medical service communication
What does a chain of command define - CORRECT ANSWER The relationships between
frontline telecommunicators, supervisers and managers
Explain the difference between a policy and procedure - CORRECT ANSWER Policy is a
guide to thinking, procedure is a guide to action
Define vital services - CORRECT ANSWER To provide assistance or referral between the
public and public safety
Define mutual aid - CORRECT ANSWER A process of supplying supplemental personal
equipment or other recourses to an incident to assist agencies that may be in danger or becoming
overwhelmed in their response
List the vital services that a public safety communication system provides - CORRECT
ANSWER Facilitate communication with the public, between members of the same agency,
between public safety agencies and between support service entities
List and describe the six components of the communication cycle - CORRECT ANSWER The
sender, receiver, message, medium, context and feed back
Define active listening - CORRECT ANSWER Active listening involves demonstrating an
interest and understanding in what is being said through staying focused, asking questions and
listening for the main point
, Define open-ended questions and give and example - CORRECT ANSWER Open-ended
questions aren't questions that can not be answered "yes" or "no" requiring the sender to provide more
info. Example: "what's your name?" "How are you"
Define paraphrasing - CORRECT ANSWER Paraphrasing is a brief rephrase of info provided
by the sender
Define reflecting feelings and give and example - CORRECT ANSWER
Reflecting feelings is repeating in a short, declarative statement the emotions of the feelings that the
sender is communicating - CORRECT ANSWER
Explain the difference between an observation and an inference - CORRECT
ANSWER Observations are what we see, hear and also what we think. inferences are drawn
from our observations
Describe the purpose of a PSAP's QA/QI Program - CORRECT ANSWER To ensure
procedures and policies
List 3 caller expectations - CORRECT ANSWER Be friendly, fast and be responsive
Define non-verbal attending - CORRECT ANSWER Listening while making eye contact
Explain why it is important that telecommunicators use clear speech and proper diction - CORRECT
ANSWER TI ensure that your message is understood
What is one form of advice a telecommunicator never gives - CORRECT ANSWER Legal
advice
Telecommunicators should make a practice of recording _ as they are _ and never leave details to _ -
CORRECT ANSWER Facts, received, memory
