APCO Telecommunicator Test: Questions & Answers :
Latest Updated: 100% Verified
PSAP - ANSWERPublic Safety Answering Point
Telecommunicators - ANSWERReceive phone calls, dispatch units, establish
communication links to in-service companies, and complete incident reports.
Ethics - ANSWERinvolves an individual's personal, professional, and organizational
rule of conduct. It includes opinions and feelings about manners and behavior.
Chain of Command - ANSWEROrganizational structure for personnel and job
responsibilities, ___ defines the relationship between frontline telecommunicators,
supervisors, and managers
Categories of Basic Telecommunications - ANSWERThere are three primary
disciplines of public safety communications: Law enforcement communications, Fire
Service communications, and Emergency Service Communications.
Vital Services - ANSWERPublic 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 - ANSWERA 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 - ANSWERA 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 - ANSWERSender, Receiver, Message, Medium, Context,
Feedback
Active Listening - ANSWERDemonstrating 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 - ANSWERPhysically signaling that you are listening
Telecommunicators must effectively communicate without the benefit of ___. -
ANSWERFace to face interaction
, Open-Ended Questions - ANSWERQuestions 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 - ANSWERA brief rephrasing of information provided by the sender.
Reflecting Feelings - ANSWERREPEATING IN A SHORT, DECLARATIVE STATEMENT THE
EMOTIONS OR FEELINGS THAT THE SENDER IS COMMUNICATING
Observations - ANSWERWhat 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 - ANSWERThe act of practice of noting and recording facts and events.
Caller Expectations - ANSWERCallers have only a few expectations, and those
expectations are very simple.
To talk with a trained professional - ANSWERA 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 - ANSWERBe 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 - ANSWERAuthority
Quality Assurance - ANSWER___ programs include all actions taken to ensure that
standards and procedures are met and followed.
Quality Improvement - ANSWER___ programs are on-going efforts that typically
review recordings of incoming calls for service along with dispatch radio traffic.
Emergency Lines - ANSWERThe recommended way to answer emergency lines is "9 1
1, where is your emergency?" Location is the most important piece of information to
be obtained from a caller; no other information is useful if there is no location.
Any type of call can come in on any line at any time - ANSWERTrue
If you can only get one piece of information, make sure it is - ANSWER"Where"
The incident location includes - ANSWERThe street address, the business or building
name, cross streets, subdivisions, landmarks, etc.
Latest Updated: 100% Verified
PSAP - ANSWERPublic Safety Answering Point
Telecommunicators - ANSWERReceive phone calls, dispatch units, establish
communication links to in-service companies, and complete incident reports.
Ethics - ANSWERinvolves an individual's personal, professional, and organizational
rule of conduct. It includes opinions and feelings about manners and behavior.
Chain of Command - ANSWEROrganizational structure for personnel and job
responsibilities, ___ defines the relationship between frontline telecommunicators,
supervisors, and managers
Categories of Basic Telecommunications - ANSWERThere are three primary
disciplines of public safety communications: Law enforcement communications, Fire
Service communications, and Emergency Service Communications.
Vital Services - ANSWERPublic 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 - ANSWERA 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 - ANSWERA 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 - ANSWERSender, Receiver, Message, Medium, Context,
Feedback
Active Listening - ANSWERDemonstrating 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 - ANSWERPhysically signaling that you are listening
Telecommunicators must effectively communicate without the benefit of ___. -
ANSWERFace to face interaction
, Open-Ended Questions - ANSWERQuestions 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 - ANSWERA brief rephrasing of information provided by the sender.
Reflecting Feelings - ANSWERREPEATING IN A SHORT, DECLARATIVE STATEMENT THE
EMOTIONS OR FEELINGS THAT THE SENDER IS COMMUNICATING
Observations - ANSWERWhat 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 - ANSWERThe act of practice of noting and recording facts and events.
Caller Expectations - ANSWERCallers have only a few expectations, and those
expectations are very simple.
To talk with a trained professional - ANSWERA 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 - ANSWERBe 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 - ANSWERAuthority
Quality Assurance - ANSWER___ programs include all actions taken to ensure that
standards and procedures are met and followed.
Quality Improvement - ANSWER___ programs are on-going efforts that typically
review recordings of incoming calls for service along with dispatch radio traffic.
Emergency Lines - ANSWERThe recommended way to answer emergency lines is "9 1
1, where is your emergency?" Location is the most important piece of information to
be obtained from a caller; no other information is useful if there is no location.
Any type of call can come in on any line at any time - ANSWERTrue
If you can only get one piece of information, make sure it is - ANSWER"Where"
The incident location includes - ANSWERThe street address, the business or building
name, cross streets, subdivisions, landmarks, etc.
