APCO 9-1-1 Call-Taker

70%

as of 2010, the FCC stated that approximately ________ of all calls to PSAPs were originating from cell phones

observation

based on facts

dedicated lines to send the caller to the correct answering point

which of the following is part of a Basic 9-1-1 system?

true

(sik) Liability is something that is claimed as existing or being as described but not yet proven

Do Not Resuscitate

DNR stands for...

true

an accurate description of weapons is critical information for response units

150

the average individual speaks at a rate of approximately how many words per minute(WPM)?

spectrum

the complete range of radio frequencies

standard of care

the duty of one person to another is defined as

direct dispatch, call transfer, call relay, and call referral

the four basic operational methods for call routing are...

burnout

the long-term effect of mental stress is sometimes called...

P-ANI

the number used by wireless carriers to route the call and identify the cell site from which the call originates is referred to as the...

sender, receiver, context, message, medium, feedback

the six components of the communications cycle are...

"reasonable and prudent"

the standard used in decided liability is what a _______ person would do in a similar set of circumstances

Telematics

the term for the industry involved in delivering location based service to consumer driven vehicles is...

AMBER Alert

this system is a nationwide system organized under state or regional plans to assist in the recovery of abducted or endangered children

Voice Carry Over (VCO)

uses both voice and text communication in the same call

false

very few public safety organizations have websites and/or social media presences

17

victims of _____ years of age or younger may be entered into the AMBER Alert system

true

video, text, and other data features of smartphones are posing new challenges to PSAPs to adapt to new technologies

true

when communicating with a TTY caller, the TC should type GA to indicate they want the other person to speak

false

when communicating with a TTY caller, the TC should type SK to indicate they want the other person to speak

preliminary information

when handling fire service calls, what should be kept to a minimum?

Next generaton 9-1-1

which system will allow anybody to contact 9-1-1 from any internet enabled device or through existing telephone systems?

guide to thinking

A policy is a...

guide to action

A procedure is a...

false

CAD system configurations are the same in all PSAPs

if one portion of CAD fails backup systems can keep CAD running

CAD systems are usually designed with the built-in redundancies because...

Critical Incident Stress Debreifing

CISD stands for

employee assistance programs

EAP

CAD, maps, and the internet

Examples of PSAP informational sources are...

false

MDT/MDC systems can increase the amount of air time by a telecommunicator

Master Street Address Guide

MSAG stands for...

National Crime Information Center

NCIC stands for...

false

PBX systems pinpoint the exact location of the caller

Who you are, what you do, and how others perceive you

Professionalism is defined by...

false

TC's should depend on their recording devices to remember information missed during a call

false

The "Echo Procedure" is used in radio transmission to assign response units

"9-1-1 where is your emergency?"

The 9-1-1 line should be answered with the greeting...

Radio interoperability

The ability for multiple agencies to converse with one another using common radio frequencies

ANI

The calling party's number

Chain of Command

The relationship between PSAPS telecommunicators, supervisors, and managers, is defined as...

Public Safety Answering Point

The term "PSAP" stands for...

law enforcement, fire service, and emergency medical

The three primary fields of public safety communications are...

The public, agency personnel, other agencies, and support services

The vital services of a public safety communications system are to provide communications between the PSAP and...

Quality Assurance programs

___________ include actions taken to ensure that standards and procedures are met and followed

just occured

a hold-up call reported within a minute of the suspect fleeing the scene could be classified as...

emergency medical dispatch

a program that helps TC's properly categorize emergency EMS calls and provide pre-arrival instructions is...

true

a silent open line call must be considered a potential TTY call until proven otherwise

MDT/MDC

a small computer terminal that permits data transfer between the response units and PSAP

an emergency button activation, no voice call

a telematics call that is similar to a 911 open line call is...

mobile radio

a transmitter and receiver mounted in a response vehicle is a...

Discretionary act

actions taken where there are no hard and fast rules

soreness in the back

an example of physical stress in the communication center might be...

true

as a part of customer service, callers expect to talk to a professional be treated with courtesy, and speak to a person who can solve their problem

false

because telecommunicator cannot see callers on the phone, nonverbal communication plays no part in handling public safety calls

30 seconds

broadcasts should last no longer than...

false

calls via a video relay service can only come into the PSAP on special 7-1-1 lines

Terrorism

criminal acts involving the unlawful use of force against persons or property to intimidate or coerce a government, civilian population, or any element of society in furtherance of political or social objectives

false

emergency calls can only come in on emergency lines

2045hrs

forty-five minutes after 8:00pm in 24-hour (military) time is...

false

giving legal advice and/or personal opinions to callers is a part of a telecommunicator's job

public safety mobile systems

in addition to the AVL, the department of homeland security is continuing to develop what to improve unit safety and deployment?

exposure

in the fire service, this means anything in close proximity to a fire that could become involved

false

it is acceptable not to acknowledge certain units

false

it's very uncommon for Telematics operators to relay wireless 911 phase 1 or 2 data via the telephone

Federal Communications Commission

limitations on radio power, antenna height, and frequency use are set by the...

escalating emergencies

little prioritization is needed for fire service calls because they are generally...

QA/QI purposes

logging recorder information can be used for...

residence phone numbers

mapping systems integrated with CAD can provide all the following except...

non-verbal attending

physically signaling that you are listening is applying the listening technique of...

risk management

preventing, eliminating, or mitigating exposure to adverse circumstances is a process referred to as...

enter the vehicle into the NCIC system

prior to contacting a telematics operator for stolen vehicle tracking, the telecommunicator must....

speak unemotionally

proper radio demeanor and attitude requires that you...

false

public safety agencies generally do not have access to closed circuit TV (CCTV)

true

radio consoles are devices used to operate remote radio equipment from a central location

false

repeating in a short declarative statement the emotions or feelings the speaker is communicating is applying the active listening technique of paraphrasing

simple and to the point

sentence structure in TTY should be

false

shift-workers experience the same amount of stress as non-shift workers

robbery

taking property by force or threat of force is...

response units

the TC is a vital link between callers and...

false

the TC should always reassure callers that response units will be right there

vehicle descriptions

the acronym "CYMBALS" is designed to assist when taking...

MSAG

9-1-1 calls are selectively routed to the correct PSAP based on the...

Mutual Aid

A process for supplying supplemental personnel, equipment, or other resources to assist other agencies in time of need is referred to as...

open-ended

A type of question that cannot be answered "yes" or "no" is referred to as...

an individual's personal, professional, and organization rules of conduct

Ethics involves...

ALI

The calling party's address

Guidecards

Which item provides questions for telecommunicators to use for obtaining pertinent information, analyzing incidents, and determining response units?

E9-1-1

Which systems enhance Basic 9-1-1 by automatically providing the caller's telephone number and physical address?

repeater

a device that extends the range of radio communications is a...

true

a radio pager is a device containing a one-way receiver and decoder that may be activated from the PSAP

false

a simplex radio system allows for many talk groups to share the same frequencies

TTY

a terminal type device with a keyboard and a display used by the hearing impaired to communicate via telephone line is a

Conference In

allows the TC to communicate directly with the Telematics subscriber reporting the emergency

a brief statement explaining the reason for the hold

always preface holds with...

inference

based on assumptions

active listening

demonstrating and interest and understanding in what is being said by staying focused, asking questions, and listening for the main point and rationale behind what is being said is the definition of...

where

if a telecommunicator can only get one piece of information from a caller it should be...

proper prioritization

in law enforcement calls, what is essential?

XXXXXXX

indicates a mistake

QA

indicates a question is being asked

Response unit safety

performing regular radio status checks on response units can enhance...

a technique used with hysterical callers

persistently asking for the same information without changing the words spoken is...

False

portable radios allow response units to communicate only amongst themselves

younger residents, hearing and speech-impaired residents, anyone who cannot make a voice call due to safety concerns

text to 9-1-1 is especially important to which demographic?

distinctly spell words which could be misinterpreted

the Phonetic Alphabet is used in radio broadcasting to...

Telematics Call Center

the abbreviated TCC stands for...

BOLO

the abbreviation ATL refers to the same type of radio broadcast as...

ASL

the abbreviation for the language expressed through hands and body movements to relate concepts rather than complete sentences is...

AVL

the abbreviation for the technology that provides a mapped location of response units is...

ACN

the abbreviation used to describe the automatic transmission via wireless technology of critical vehicle and occupant data immediately following a crash is...

willingness to upgrade skills, commitment to ongoing training

the increasing pace of change of technology in the public safety sector presents which of the following challenges specifically to the telecommunicator?

VoIP

the technology that allows you to make telephone calls using the internet is...

the primary functions or tasks of public safety communications systems

the term "vital services" defines...

at the time of the call and/or whenever the TCC operator asks the location

when is the location determined at the TCC?

transmitter

when someone keys a radio's microphone and speaks, a ________ turns the voice into an electronic signal

emergency key press, automatic crash notifications, vehicle location assistance

which is a type of call the PSAP may receive from a TCC?

a federal initiative to create a network to support improved communication

which of the following best describes the FirstNet concept?

directly dispatch an ambulance

which of the following is not a service of TCC's?

smart vest

which of the following technologies can potentially detect an impact like a gunshot to a first responder?