9-1-1 Dispatch Study Guide Exam 2026 Questions and Answers

9-1-1 Dispatch Study Guide Exam 2026
Questions and Answers

PSAP - Correct answer-public safety answering point; answer 9-1-1 calls;

sometimes dispatch: receive emergency calls requesting police, fire, and

emergency medical.

Professionalism - Correct answer-vague concept that encompasses honesty,

integrity, humility, accountability, and a desire to learn new techniques to perfect

job skills. It is defined by who you are (inner character), what you do, (behavior

exhibited) and how others perceive you (image projected)

Ethics - Correct answer-It involves an individuals personal, professional, &

organizational rules of conduct; it includes opinions & feelings about certain

manners and behaviors.

Vital Services - Correct answer-4 primary functions or tasks: 1. Communication

with the Public, 2. Communication Between Members of the Same Agency, 3.

Communications between Public Safety Agencies, 4. Communications between

Public Safety Agencies and Support Services. * Telecommunicators are the


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,principal link between public and public safety response system. These functions

facilitate communication with the public.

Communication w/ the public - Correct answer-Provide assistance or referral

between the public and public safety services.

Communications between Members of the Same Agency - Correct answer-PSAP is

main component of telecommunications system.

Communications between Public Safety Agencies - Correct answer-Vital to the

community's public safety system

Communications between Public Safety & Support Services - Correct answer-

Telecommunicators speak with support services on behalf of response units for any

# of reasons.

Policy - Correct answer-A guide to thinking; states what should happen in term of

outcomes, sometimes in very general terms.

Procedure - Correct answer-A guide to action; may be linked to the previous

policy; example might read, The telecommunicator will answer all 9-1-1 lines by

the 3rd ring and clearly state "9-1-1, where is your emergency?"




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, Non-verbal Communication - Correct answer-Communication is defined as the

transmission of an idea from the mind of one to the mind of another, with

understanding.

Open-ended Questions - Correct answer-Questions that can't e answered "yes" or

"no", requiring the sender to provide more information. Begin with words like

"Tell me about.....Why.....How....Describe.....Explain...."

Active Listening - Correct answer-Involves demonstrating an interest and

understanding in what is being said by staying focused, asking questions, listening

for the main point, and listening for the rational behind what's being said. * Basic

techniques are non-verbal attending, open-ended questions, paraphrasing, and

reflecting feelings.

Paraphrasing - Correct answer-brief rephrasing of information provided by the

sender. It provides the restatement of the essence of the information in your own

words. Assists you in listening for the main points. By restating the sender's main

points in your own words, you assist not only in your own understanding but also

helping the sender to clarify their main points and concerns.

Observation - Correct answer-The act or practice of noting and recording facts and

events. (what we see and hear.) ( what we think we see and hear)

Inference - Correct answer-Drawn from our observations. (Assumptions)
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