911 DISPATCH EXAM 150 QUESTIONS & CORRECT
ANSWERS LATEST 2025
Define the term PSAP - ANSWER-Public safety abswering point
Define ethics - 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 - ANSWER-Law enforcement, fire
service, emergency medical service communication
What does a chain of command define - ANSWER-The relationships between
frontline telecommunicators, supervisers and managers
Explain the difference between a policy and procedure - ANSWER-Policy is a guide
to thinking, procedure is a guide to action
Define vital services - ANSWER-To provide assistance or referral between the
public and public safety
Define mutual aid - 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 -
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 - ANSWER-The
sender, receiver, message, medium, context and feed back
Define active listening - 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 - 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 - ANSWER-Paraphrasing is a brief rephrase of info provided
by the sender
Define reflecting feelings and give and example - ANSWER-
Reflecting feelings is repeating in a short, declarative statement the emotions of
the feelings that the sender is communicating - ANSWER-
Explain the difference between an observation and an inference - 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 - ANSWER-To ensure procedures
and policies
List 3 caller expectations - ANSWER-Be friendly, fast and be responsive
Define non-verbal attending - ANSWER-Listening while making eye contact
Explain why it is important that telecommunicators use clear speech and proper
diction - ANSWER-TI ensure that your message is understood
What is one form of advice a telecommunicator never gives - ANSWER-Legal
advice
Telecommunicators should make a practice of recording _ as they are _ and never
leave details to _ - ANSWER-Facts, received, memory
An accurate description of _ is a critical factor in the decision-making process of
response units. List at least three general classifications - ANSWER-Weapons,
Long guns, sharp objects, blunt objects
Always verify the _ prior to terminating the call to ensure that you have the
correct info - ANSWER-Location
One technique often successfully in calming a highly emotional caller is _. Define
this technique - ANSWER-Persistent repetition, requires that the request be
requested each time in the same way
ANSWERS LATEST 2025
Define the term PSAP - ANSWER-Public safety abswering point
Define ethics - 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 - ANSWER-Law enforcement, fire
service, emergency medical service communication
What does a chain of command define - ANSWER-The relationships between
frontline telecommunicators, supervisers and managers
Explain the difference between a policy and procedure - ANSWER-Policy is a guide
to thinking, procedure is a guide to action
Define vital services - ANSWER-To provide assistance or referral between the
public and public safety
Define mutual aid - 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 -
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 - ANSWER-The
sender, receiver, message, medium, context and feed back
Define active listening - 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 - 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 - ANSWER-Paraphrasing is a brief rephrase of info provided
by the sender
Define reflecting feelings and give and example - ANSWER-
Reflecting feelings is repeating in a short, declarative statement the emotions of
the feelings that the sender is communicating - ANSWER-
Explain the difference between an observation and an inference - 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 - ANSWER-To ensure procedures
and policies
List 3 caller expectations - ANSWER-Be friendly, fast and be responsive
Define non-verbal attending - ANSWER-Listening while making eye contact
Explain why it is important that telecommunicators use clear speech and proper
diction - ANSWER-TI ensure that your message is understood
What is one form of advice a telecommunicator never gives - ANSWER-Legal
advice
Telecommunicators should make a practice of recording _ as they are _ and never
leave details to _ - ANSWER-Facts, received, memory
An accurate description of _ is a critical factor in the decision-making process of
response units. List at least three general classifications - ANSWER-Weapons,
Long guns, sharp objects, blunt objects
Always verify the _ prior to terminating the call to ensure that you have the
correct info - ANSWER-Location
One technique often successfully in calming a highly emotional caller is _. Define
this technique - ANSWER-Persistent repetition, requires that the request be
requested each time in the same way
