Telecommunication Certification

Children have to be in the room where the assault occurred to witness the assault True or False

FALSE

Health and Safety Code 576.01, Rights of a person with mental illness under the constitution and law, basically strips the mentally ill of all rights and privileges True or False

FALSE

Mentally ill people do not share the same feelings as those persons that do not suffer from mental illnesses and/or persons with a physical disability True or False

False

When there is a report of a missing adult, there is a mandatory 24-hour waiting period True or False

False

If encountering a suspicious package, responding officers should not enter the premises until appropriate bomb defusing or HazMat personnel arrive on the scene and respond to the matter. True or False

True

Overly high expectations by dispatchers can be very stressful and thus shorten a career True or False

True

Suicide is not a phenomenea affecting only the rich or very poor. All groups of people are proportionately represented with suicide cases True or False

True

Some ________________________ include: - Staying calm - Being non-judgmental - Using active listening skills a. Professional areas of improvement b. Personal goals for growth c. Crisis intervention methods d. Critical event dissection

c. Crisis intervention methods

An important goal of a telecommunicator is to buy time. Reason(s) to buy time include: a. Increases stress and anxiety b. Decreases rationality c. Decreases emotion d. Increases expectations of the caller e. All of the above

c. Decreases emotion

If the victim says they are fine, you should ________________________. a. Cancel the emergency call b. Ask the caller why the call was made c. Direct the caller to continue to assist the victim d. Direct the caller to leave the victim alone

c. Direct the caller to continue to assist the victim

Categories of missing persons established by the NCIC include -Endangered -Involuntary -Juvenile -Catastrophe -Other -_________________________ a. Chronically late b. Annoying c. Disabled d. Convicted felon

c. Disabled

A legal or common-law wife, a romantic partner, a child, an elderly member of the family, or a roommate can all be potential victims of __________________________________. a. Hazing b. Automobile theft c. Domestic violence d. None of the above

c. Domestic Violence

"You sound really angry about that," is an example of ________________________, an active listening technique. a. Paraphrasing b. "I" messages c. Emotional labeling d. Minimal encouragers

c. Emotional labeling

The 14th Amendment of the U.S Constitution lists three class of rights, which are: -Privileges and immunities of U.S Citizens -Due process of law -___________________________________________ a. Equal protection under the cultural norms b. Equal protection under the local guidelines c. Equal protection under the law d. Equal protection under the city ordinances

c. Equal protection under the law

If the caller has received a suspicious package or letter, advise them to: a. Close all windows in the immediate area b. Put the item in a central area so it can be examined by everyone c. Evacuate the immediate area d. place the item in a confined space like a desk drawer

c. Evacuate the immediate area

When dealing with a suicidal caller, you are giving __________________________________, not trying to resolve the problems that brought the caller to the crisis point a. Free tickets to a local concert b. Intensive therapy c. Psychological first aid in a crisis d. The caller meaningless platitudes

c. Psychological first aid in a crisis

Effective intervention techniques include: a. Being very neutral. Don't express personal concern or empathy b. Having a time limit for the caller c. Putting actions into perspective d. All of the above

c. Putting actions into perspective

The FCC gives licenses to __________________________. a. Pet Owners b. Fishermen c. Radio Stations d. Car drivers

c. Radio stations

Loneliness, isolation, poor health, loss of independence, and retirement are specific suicide risk factors for _______________________. a. Cancer/dying patients b. Adult males (24-64) c. Adult females (24-64) d. Elderly (65+)

d. Elderly (65+)

If an envelope containing powder is received by the caller, they should: a. Hold the envelope until they can pass it onto the proper authorities b. Not wash with soap and water, as the agent may start smoking and eat through the skin c. Clean up the powder d. Not clean up the powder

d. Not clean up the powder

After the victim is away from danger, you should advise bystanders to ________________________. a. Help the victim walk around b. Move the victim c. Have the victim sit upright and take deep breaths d. Not move the victim

d. Not move the victim

During a call, asking questions that cannot be answered with a yes or no is asking ________________________. a. "I" messages b. The caller to speed things up c. Fining the caller for making a nuisance call d. Open ended questions

d. Open ended questions

When dealing with a person in crisis, you should move away from emotional escalations and more towards ________________________. a. Meditation b. Sedation c. Placing the person on a psychiatric hold d. Specific actions and solutions

d. Specific actions and solutions

Instructions for using a fire extinguisher include the acronym PASS. PASS stands for Pull, Aim, Squeeze, and ________________________. a. Smoke b. Stay c. Show d. Sweep

d. Sweep

"Effective communication that involves asking questions that begin with what, who, when, how, why, weapon, and where, is called ________________________. " a. Tone of voice b. Effective intervention technique c. Receiving information with total accuracy d. The Journalistic/Investigative approach

d. The Journalistic/Investigative approach

The purpose of a telecommunication being able to identify various types of recording equipment is ______________________________________________________________________________. a. To listen in his or her neighbors b. To provide corroborating proof of a job well done c. To block attempts at documenting conversations transmitted over the radio d. To assist in documenting conversations transmitted over phone or radio

d. To assist in documenting conversation transmitted over phone and radio

An employer being legally responsible for the actions of an employee, is an example of... a. Liability b. Tort c. Damages d. Vicarious Liability

d. Vicarious Liability

A positive consequence of minimal stress may include: a. Absenteeism b. Lack of motivation c. Poor health d. Vitality

d. Vitality

_______________________ is a legally enforced responsibility to pay damages for one's wrongful conduct a. Tort b. immunity c. liability d. negligence

c. liability

Confidentiality of information, information a service provider of telecommunications services is required to furnish to a government entity in providing computerized 9-1-1 service is confidential and _______________________________________________ a. not available for private inspection b. available for private inspection c. not available for public inspection d. available for public inspection

c. not available for public inspection

When dealing with individuals who are deaf and handling a call requiring text communication, the telecommunicator should be ____________________________. a. Aware of causes and solutions of transmission difficulties b. Able to identify incoming TTY calls c. Knowledgeable of basic guidelines on etiquette and protocol d. All of the above

d. All of the above

Residential, commercial, and environmental are all types of ___________________________ calls. a. Fire b. Nuisance c. Classified d. Zoning

a. Fire

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People who believe they have no duty other than to themselves will act differently than those who believe they have a duty to assist others in many circumstances True or False

TRUE

When a telecommunicator is directed to know the recording equipment used in a communications center, they should know the types of equipment and their ____________________________. a. Function b. Range of colors they come in c. Power range d. Manufacturer

a. Function

"I want to help but you're really starting to scare me," is an example of the active listening technique _________________________. a. "I" messages b. Paraphrasing c. Reflective/Mirroring d. Minimal encouragers

a. "I" messages

A telecommunicator should be able to describe the ________________________ of a wired telephone system. a. General configuration b. Exact configuration c. Complete configuration d. Total configuration

a. General configuration

If a person claims to be having a conversation with Abraham Lincoln, they are suffering from _____________________________. A. Hallucinations b. Delusions c. Mood swings d. Abraham Lincoln syndrome

a. Hallucinations

Federal law requires certain missing persons reports to be submitted within ______ hours of the initial report a. 2 b. 4 c. 6 s. 24

a. 2

HSC §771.053, Liability of service providers and certain public officials, primarily involves the liability of service providers and provision of ________________________. a. 9-1-1 service b. Medical negligence c. Assault by a public official d. Charging for a EMT/Fire/Law enforcement response

a. 9-1-1 service

An individual in ________________________ often exhibits the following: -Turning away from their usual support systems -Normal coping mechanisms don't work a. a Crisis b. A calm and serene place emotionally c. An all-inclusive resort d. A slight panic

a. A crisis

Have the caller check the victim for stains or burns around the mouth. This may indicate ________________________. a. A possible drug overdose b. The victim smokes a pipe c. The victim is an artisan glass blower d. The victim has a strange tattoo

a. A possible drug overdose

The goal of a(n) _______________________ alert is to instantly galvanize the entire community to assist in the search for and save the child. a. Amber b. Silver c. Gold d. Platinum

a. Amber

______________________ is a juvenile or adult with mental illness, mental retardation, or developmental disability, who is arrested or charged with a criminal offense. a. An offender with mental impairment b. An offender c. Someone with a mental impairment d. A non-offender

a. An offender with mental impairment

____________________________ is a feature which automatically displays the telephone number of the caller and the address or location from where the call was made. a. Automatic Location Identification b. Caller ID c. Automation Name Instagram d. GPS longitude and latitude coordinates

a. Automatic Location Identification

Jumping to conclusions, acting as judge and jury, or turning off ideas you don't agree with could all be classified as ________________________. a. Barriers to good listening b. Positive evidence of good listening c. Signs of a healthy self-esteem d. Proof of someone who is confident

a. Barriers to good listening

People with _______________________ will have an abnormally high, expansive, or irrated mood. The may be very talkative, easily distracted, engage in risky behavior a. Bipolar disorder b. Depression c. A calm demeanor d. Hallucinations

a. Bipolar Disorder

Another word for stressed is ________________________. a. Burnt out b. Melancholy c. Undaunted d. Contemplative

a. Burnt out

The telecommunicator will be able to demonstrate the methods for using ________________________ and mobile data systems. a. CAD b. Headset c. Tablet d. Laptop

a. CAD

Any type of system in which electric or electromagnetic signals are used to transmit information is known as __________________. a. Communication b. Morse Code c. Smoke Signals d. Semaphore Flags

a. Communication

An individual in ________________________ often exhibits the following: - Turning away from their usual support systems - Normal coping mechanisms don't work a. Crisis b. A calm and serene place emotionally c. An all-inclusive resort d. A slight panic

a. Crisis

___________________________ is a monetary compensation to the injured person(s), which is determines by the court but paid by the person (s) who committed the wrong a. Damages b. Tort c. Causation d. Vicarious Liability

a. Damages

To disseminate facts means to ___________________________________. a. Deliver the information via phone or written communication b. Grammatically map out a conversation c. Question everything you hear with a cynical view d. Prove or disprove statements

a. Deliver the information via phone or written communication

If the caller is challenged, angered, or embarrassed, a crisis will often ________________________. a. Escalate b. Calm down c. Stay the same d. Resolve

a. Escalate

The following are examples of _____________________________ - How will I feel about myself? -Will my actions violate any laws, codes, or constitutional rights? -Is it against my agency/department's guidelines? a. Ethics check questions b. Questions asked by do-gooders c. Aims curbing inquiries d. None of the above

a. Ethic Check Questions

The last steps for a caller that is telling you about clothing or people on fire is to _____________________________ and assure them that help is on the way. a. Evacuate to a safe place b. Stay put c. Run around in circles yelling d. Hang up on the caller

a. Evacuate to a safe place

"When broadcasting over the radio, you should consider descriptions of motor vehicles, persons, and ________________________. " a. Events/situations b. The weather c. The caller's accent d. The responders

a. Events/situations

Each call that comes into a call center can increase an exposure to liability. Areas of potential liability include... 1. Failure to classify or prioritize calls correctly 2. Failure to reassure an upset caller 3. _____________________________________________________________________ a. Failure to maintain contact with a caller on a high-risk or high-priority call b. Failure to reassure an upset caller c. Failure to challenge a caller who is shouting insults d. Staying on the line with a caller on a high-risk or high-priority call

a. Failure to maintain contact with a caller on a high-risk or high-priority call

A telecommunicator transmits public safety information on a frequency regulated by the _______________________________ a. Federal Communications Commission b. National Radio Stations Association c. Federal Megahertz Regulatory Commission d. National Communications Association

a. Federal Communications Commission

_______________________ means freedom from duty or penalty a. Immunity b. Negligence c. Gross Negligence d. Liability

a. Immunity

Rotating duty assignments, decreasing the workload, and providing professional training are proactive ways of dealing with stress ______________________. a. In the work place b. In the home environment c. During leisure time d. While sleeping

a. In the work place

Personality traits can be classified as: -Lack of assertiveness -Being selfless -_____________________________________ a. Inability to express anger b. Eye color c. Hair color d. Overt Awareness

a. Inability to express anger

To broadcast over the radio effectively, you should be familiar with ________________________ and ________________________. a. Microphones, equipment manufacturer b. Headsets, call center layout c. Microphones, headsets d. Equipment manufacturer, call center layout

a. Microphones, headsets

In a Computer Aided Dispatch System, a telecommunicator should be able to tell the difference between a CAD and a ________________________________ system. a. Mobile Data b. Video game c. Smart phone d. Wireless Computer Router

a. Mobile Data

If the telecommunicator is the recipient of a barrage of verbal abuse or profanity, they should respond by ________________________. a. Not reacting, but maintaining a tone of calmness b. Hanging up on the caller c. Rebuking the caller d. Reporting the caller to their supervisor

a. Not reacting, but maintaining a tone of calmness

During radio dispatch, the dispatcher will use phonetic alphabets and ________________________. a. Numeric codes b. Color codes c. Morse code d. Nothing else

a. Numeric Codes

The active listening technique of ________________________, is demonstrated in the following examples, "What upset you so much tonight?" "What happened?" a. Open ended questions b. Yes or no interrogations c. Paraphrasing d. Reflective/Mirroring

a. Open ended questions

Giving the caller their story back to them in your own words demonstrates the active listening technique of ________________________. a. Paraphrasing b. Open ended questions c. "I" messages d. Effective pauses

a. Paraphrasing

The failure to use even a slight degree of care and/or representing extremely unreasonable conduct is ___________________________ a. Liability b. Gross Negligence c. Cause in fact d. voluntary assumption of duty

b. Gross Negligence

Verbal cues of a planned suicide include: a. You wont have to deal with me anymore b. You are better off without me c. Life is meaningless d. All of the above

d. All of the above

Loss of appetite, ulcers, hypertension, profuse sweating, shaking hands, insomnia, exhaustion, headaches, and hives are symptoms of ____________________________ stress. a. Physical b. Environmental c. Cognitive d. External

a. Physical

Telecommunicators' responsibilities include: -Giving pre-arrival medical instructions to EMS personnel -Updating pertinent information to responders -____________________________________________________________ a. Providing a reasonable standard of care to the caller b. Disconnecting the line if it gets too scary c. Chastising the caller if you think they are wasting your time d. Providing a substandard level of care to the caller

a. Providing a reasonable standard of care to the caller

Being knowledgeable about FCC requirements includes knowing the ________________________. a. Radio frequencies for department/call centers b. Call letters for all radio stations west of the Mississippi c. Manufacturer of all radio equipment d. Expiration date on the radio equipment warranties

a. Radio frequencies for department/call centers

When dealing with a person with a mental impairment, some important considerations include: -Be specific about expectations -Communicate tolerance and acceptance -___________________________________ a. Recognize your own prejudices b. Don't confuse them with specific expectations c. Do not repeat your information. it is insulting d. Excuse their behavior. They can't help it

a. Recognize your own prejudices

Repeating back the last word or phrase the caller has just said is an example of the active listening technique, ________________________. a. Reflective/Mirroring b. Open ended questions c. Effective pauses d. Minimal encouragers

a. Reflective/Mirroring

Directories, computerized records, and contact information for other agencies, organizations, or services are examples of ________________________. a. Resources available in a communications department/center b. Resources available to any State employee c. Resources every telecommunicator should have memorized d. Content referenced on the certification exam

a. Resources available in a communications department/center

The telecommunicator should always be able to explain the importance of maintaining firefighter/rescuer's and the public's ________________________. a. Safety b. Reputation c. Entertainment d. Image

a. Safety

Dispatching can be a stressful job because of its _________________________ nature a. Sedentary b. Active c. Blissful d. Low expectations

a. Sedentary

A family history of abuse, suicidal behavior in friends or family, and having a firearm in the home can all be placed in the ______________________ view of suicide. a. Sociological b. Psychological c. Chronological d. Crediological

a. Sociological

Emergency calls are interpreted differently by each person. a. TRUE b. FALSE

a. TRUE

A telecommunicator will be able to identify incoming _____________________ text calls a. TTY b. Twitter c. Texting d. International

a. TTY

A telecommunicator will be able to identity incoming ________________________text calls. a. TTY b. Twitter c. Texting d. International

a. TTY

Guidelines for handling a bomb threat include: - Record the call -Try to get as much detail about the bomb and its location as possible -_______________________________________________________ a. Take the caller seriously but remain calm b. Laugh at the caller c. Get hysterical d. Panic and start crying

a. Take the caller seriously but remain calm

Some methods of dealing with calls from children and the elderly include: - ________________________ - Be patient - Follow your department's polices and procedures a. Talk slowly b. Talk quickly c. Speak with jargon d. Avoid profanity

a. Talk slowly

The telecommunicator will be able to define ________________________ and ________________________ associated with radio technology. a. Terms, concepts b. Lengths, widths c. Wiring, switches d. Call letters, signs

a. Terms, concepts

The ____________________________________ administers and enforces provisions relating to the standards of conduct of state officers and employees a. Texas Ethics Commission b. Texas Suggestion Committee c. Texas Aims and Goals Commission d. Texas Philosophy Committee

a. Texas Ethics Commission

Displaying good ethics and accountability, meeting the mission and goals of public safety, and possible captures of suspects all illustrate the importance of ___________________________________________________ between the telecommunicator and the caller a. Timely and accurate communication b. Late and inaccurate miscommunication c. A clear phone connection d. having the same

a. Timely and accurate communication

During a hostage crisis, the goal of the call-taker should be ________________________ with the hostage taker to order to bond with them, establish report, and defuse the situation. a. To effectively communicate b. To ineffectively communicate c. To refuse communication d. To be rude during the conversation

a. To effectively communicate

Committing an action which has deemed a liability or a vicarious liability can result in ___________________________________ a. being suspended or fired b. being promoted and awarded c. being congratulated d. no actions against you

a. being suspended or fired

In order to trace a call, a telecommunicator will need to know the proper steps and ___________________________. a. equipment b. security clearance codes c. correct personnel of the NSA d. Decipher method

a. equipment

Deaf means ____________________________________. a. Hard of hearing or unable to hear at all b. Unable to see and hear c. Unable to see the color red d. Having a constant ringing in ones ears

a. hard of hearing or unable to hear at all

42 USC 1983 is a federal law which allows lawsuits against ______________________________________, if these entities act to deprive an individual of a federal right a. local, state, or federal governments b. home owner's associations c. school boards d. business corporations

a. local, state, or federal governments

A telecommunicator should be able to identify the basic and enhanced ______________________ system a. Smart phone b. 911 c. communication d. speaker

b. 911

To intentionally solicit or accept any benefit for having exercised the officer's powers, or the powers in favor of another, is an example of: a. Obeying the Standards of Conduct b. A breach of the Standards of Conduct c. A breach of the Employee Ethical Suggestions d. Obeying the Employee Ethical Suggestions

b. A breach of the Standards of Conduct

Text phones use the Baudot and ___________________ signaling a. ASL b. ASCII c. ASCAP d. ASIC

b. ASCII

Rescue-related calls can include drowning, medical emergencies, and ________________________. a. Fraud b. Natural disasters c. Embezzlement d. Reporting graffiti

b. Natural disasters

ADA stands for ________________________. a. Automatic Development Array b. Americans with Disabilities Act c. Accident Display Act d. Auxiliary Display Alignment

b. Americans with Disabilities Act

____________________________________ is most commonly seen in males at or around the age of 18. The symptoms can include truancy, running away from home, starting fights, and trouble with authority. a. Paranoid personality disorder b. Antisocial personality disorder c. Autism d. Euphoria

b. Antisocial personality disorder

If the victim is suffering from serious bleeding, direct the caller to ________________________. a. Leave the wounds alone b. Apply direct pressure to the wound c. Tear up bed sheets for bandages d. Yell for help

b. Apply direct pressure to the wound

The telecommunicator will be able to identify components of a CAD system, including: - Unit status and recommendations - TLETS/TCIC/NCIC interface - ________________________ a. Manual functions b. Automatic functions c. Toggle functions d. Algebraic functions

b. Automatic functions

When dealing with a domestic violence call, law enforcement should _____________________________. a. Arrest both parties to discourage repeat calling b. Avoid the dual arrest whenever possible c. Call the local media so the arrests are broadcasted on TV d. Threaten to arrest the caller if they are called out to the house again

b. Avoid the dual arrest whenever possible

People with Type __________ personalities often are calm, patient, perform better on complex judgment tasks, good high-level executives, and play for fun and relaxation. a. A b. B c. C d. X

b. B

When approaching a problem with a CAD system, a telecommunicator should consult with the ________________________________ and their department's policies and procedures a. Manufacturer's specifications b. Basic guidelines c. Owner's manual d. Detailed guidelines

b. Basic guidelines

The traits and qualities of an effective telecommunicator include: -Being a good listener -Being empathetic -___________________________________________ a. Being impatient b. Being calm but firm c. Being unresourceful d. Being selfish

b. Being calm but firm

There are two types of causation; cause in fact and ________________________________. a. Cause in opinion b. Cause in action c. Cause in tort d. Cause in damages

b. Cause in action

A telecommunicator will be able to demonstrate the methods of radio _______________________ and _____________________________. a. Installations, use b. Communications, technologies c. Placement, call center design d. Volume control, transcription

b. Communications, technologies

CAD stands for ________________________. a. Call Assistance Dispatch b. Computer Aided Dispatch c. Counter Alien Discord d. Continual Assisted Dispatch

b. Computer Aided Dispatch

________________________ is the process of entering into an individual's life in order to defuse the destructive effects of unusual stress being experienced. This often emphasizes the immediate management, rather than the resolution, of a crisis. a. Critical incident b. Crisis intervention c. Therapeutic involvement d. Welfare check

b. Crisis intervention

Peer support groups, therapy, relaxing in a quiet room, finding someone who allows us to vent are all ways of ________________________________________. a. Amping up the stress levels b. Dealing with stress c. Making more stress d. All of the above

b. Dealing with stress

Elements of negligence, which can lead to liability, include: -________________________________ -Definition of breach of duty -Good Samaritan Doctrine -Definition of reprimands a. Definition of immunity b. Definition of duty c. Good Samaritan Doctrine d. Definition of reprimands

b. Definition of duty

______________________________ is a method of responding to a telephone request for emergency services by which a public safety answering point decides on the proper action to be taken and dispatches, when necessary, the appropriate emergency service unit a. Emergency event script b. Dispatch method c. Automatic Location Identification d. Consulting with your supervisors

b. Dispatch Method

If caller needs to evacuate a building due to fire, instruct them to use windows or ________________________. a. Elevators b. Doors c. The roof d. Stay put

b. Doors

Vehicle accidents, childbirth, and drowning are all types of ________________________-related calls. a. Home owner's association b. EMS c. Security d. State official

b. EMS

A _________________ or parental abduction are those involving someone related to the missing child or someone acting on behalf of that relation a. Neighbor b. Family c. Relationship d. Stranger

b. Family

If the caller indicates someone has gotten suspicious contaminants in the eye, they should be directed to wash the eyes thoroughly with water and _______________________________________. a. Place gauze and tape the eyes closed immediately b. Forcibly holds the eyes open for 15 minutes to ensure a complete washing c. Place saline drops in both eyes d. Followed by a diluted bleach rinse

b. Forcibly hold the eyes open for 15 minutes to ensure a complete washing

The purpose of using open ended questions during a call is to _________________________________________. a. Get the subject to stop talking b. Get the subject to start talking c. Get the subject to hang up d. Get the subject to call again

b. Get the subject to start talking

Civil Practices and Remedies Code 74.151, Liability for Emergency Care, a person who in good faith administers care at the scene of an emergency is not liable for civil damages, is also known as the ________________________________________________ a. Due Process of Law b. Good Samaritan Law c. Immunity Statute d. Non-liability provision

b. Good Samaritan Law

A negative consequence of stress may include: a. Increased productivity b. Heart disease c. Work ethic d. Extended life expectancy

b. Heart disease

Select the ethics check question a. Can I get away with it? b. Is my decision fair to everyone concerned? c. Are there video cameras nearby? d. Will my partner tell on me to get a reward?

b. Is my decision fair to everyone concerned?

When a telecommunicator knows his or her agency's service/geographic area, they will know area landmarks, reference points, and _____________________________________ a. Local ranch names b. Jurisdictions c. Ethics codes d. Open County Contracts

b. Jurisdictions

A radio dispatcher will need to know whether to dispatch a call to Police, Fire, or EMS, as well as ________________________. a. Have EMT certification b. Know some medical terminology c. Be certified as a peace officer d. Volunteer with the local fire department

b. Know some medical terminology

Often during a domestic violence call, _______________________ are assaulted a. TV Cameraman b. Law enforcement officers c. Neighbors d. Family pets

b. Law enforcement officers

A telecommunicator will be able to demonstrate the methods for using ______________ and recorders a. Phones b. Maps c. Wire tapping devices d. Transmitters

b. Maps

Someone with ______________________ has a sub-average intelligence with an IQ of 70 or less and often requires special training, education, supervision, and treatment. a. A mental disorder b. Mental retardation c. Mental illness d. Schizophrenia

b. Mental Retardation

"Uh huh?" "Okay" "I see" are all examples of ________________________. a. Paraphrasing b. Minimal encouragers c. Emotional labeling d. Open ended questions

b. Minimal Encouragers

After having some experience in taking emergency calls, there is a danger in ________________________ common or routine calls. a. Maximizing b. Minimizing c. Neutralizing d. Categorizing

b. Minimizing

"Are you telling me...?" "Are you saying...?" are examples of the active listening technique ________________________. a. Emotional Labeling b. Paraphrasing c. Open ended question d. Effective pauses

b. Paraphrasing

Laws specifically targeting domestic violence include mandatory arrests, stalking laws, and ______________________________. a. Divorce papers b. Protective orders c. Custody awarding d. A stern talking to

b. Protective orders

If in doubt about the confidential nature of some information, you should ask a supervisor and refer to your departments policy and ______________________________________________ a. Double check with your facebook friends b. Refer to your department's policy c. Speak with your spouse d. Post the question on your blog

b. Refer to your department's policy

If a caller has handled a suspicious package and got some of the substance/product on them, you should advise them to: -Not touch anyone or anything -Isolate themselves from other individuals -_____________________________________________________ a. Call their mom to say goodbye b. Remove their contaminated clothing and place the items in a plastic bag c. Make their last will and testament d. Make a YouTube rant

b. Remove their contaminated clothing and place the items in a plastic bag

In-progress situations can include: - Pursuits - Robberies - ________________________ a. Embezzlement b. Riots or violent demonstrations c. Fraud d. Selling counterfeit goods

b. Riots or violent demonstrations

A _______________ alert is used to assist law enforcement in the recovery of missing senior citizens statewide a. Amber b. Silver c. Gold d. Platinum

b. Silver

In the event of an electrical outage, advise callers who are medically dependent on an electrical device to: a. Eat all the ice cream in the freezer b. Stay calm and send EMS immediately to their address c. Turn on all the lights so they will know when the electricity comes back on d. All of the above

b. Stay calm and send EMS immediately to their address

Having to remain calm and controlled on the air all the time during critical incidents can lead to _______________________________. a. Silence b. Stress c. Contentment d. Bliss

b. Stress

____________________ is mental, emotional, or physical tension or strain. a. Burnout b. Stress c. Bliss d. Contentment

b. Stress

If the call is dealing with children or the elderly, there are special _______________________________________________________ a. Vocabulary words used b. Cognitive levels addressed c. Considerations and guidelines d. Reduced responses from law enforcement officers

c. Considerations and guidelines

A service ________________________ is an entity which provides local exchange access lines to a service user in an emergency communication district. a. User b. Supplier c. Grid d. Conglomerate

b. Supplier

A ______________ is an individual employed by or serving a law enforcement agency who receives, processes, and transmits public safety information. a. Automated phone service b. Telecommunicator c. Front Desk Sergeant d. Receptionist

b. Telecommunicator

A telecommunicator should be able to describe the general configuration of a wired ________________________ system. a. Detonation b. Telephone c. Computer hard drive d. Cable

b. Telephone

A powerful tool for effective communication is ________________________. This is demonstrated by using a calm and soothing manner when talking with a caller. a. Being suave and charming b. The tone of voice c. Having perfect diction d. Speaking very loudly

b. The tone of voice

_______________________ is a private or civil wrong, for which the court will provide a remedy in the form of an action for damages a. Damages b. Tort c. Liability d. Negligence

b. Tort

Traits and qualities of a good telecommunicator include: a. Impatience b. Understanding c. Being easily distracted d. All of the above

b. Understanding

A question to ask a caller who is phoning in a bomb threat would be: a. Is the bomb attached to a cat? b. Where is the bomb right now? c. What's the weather like where you are? d. Do you like the show Breaking Bad?

b. Where is the bomb right now?

the definition of ________ includes the discipline of dealing with what is good and bad; or a moral duty and obligation a. priority b. ethics c. laws d. judgement

b. ethics

The telecommunicator will be able to explain the ________________________ and ________________________ of a radio a. Color and Sizes b. Functions, operations c. Buttons, switches d. Model numbers and manufacturing date

b. functions and operations

The telecommunicator roles include the value of an emergency telecommunicator and the a. aims and protocals b. goals and objectives c. designations and protocols d. aims and objectives

b. goals and objectives

During a call, "I" messages helps to humanize yourself to the caller and ________________________. a. Text an encouraging message to the caller b. Reflect your annoyance of their bothering you with trivial matters c. Convey your message in a non-threatening manner d. Request to be their friend

c. Convey your message in a non-threatening manner

Some ____________________________ include: -Staying calm -Being non-judgmental -Using active listening skills a. Professional areas of improvement b. Personal goals for growth c. Crisis intervention methods d. Critical event dissection

c. Crisis Intervention Methods

A telecommunicator should be able to distinguish between the mechanics of a portable handset versus a cellular phone, and their effects on ________________________________. a. Communication b. 411 calls c. 911 calls d. Identification

c. 911 calls

Most hostage takers will show __________________________, by using the hostages as leverage to get what they want a. A commanding and respectful manner b. A commanding and disrespectful manner c. A goal-oriented and purposeful manner d. A task-oriented and vague manner

c. A goal-oriented and purposeful manner

The Principles of Public Service includes ________________________________, which is to have government conduct openly, efficiently, suitably, and honorably, so the public can make informed judgments and to hold public officials answerable a. Liability b. Immunity c. Accountability d. Exemptions

c. Accountability

An older person displaying signs of dementia, poor memory, and being easily agitated may be suffering from _________________________. a. Mental retardation b. Schizophrenia c. Alzheimer's d. Mood swings

c. Alzheimer's

Biological outbreaks or threats include smallpox, the plague, measles, Hepititis B, Botulism, Hemorrhagic Fever viruses, and ____________________________________. A. skunk scent b. Reactions to poison ivy c. Anthrax d. Rattlesnake venom

c. Anthrax

The two types of 9-1-1 system are _______________________ and _________________. a. Platinum and Gold b. General and Specific c. Basic and Enhanced d. Advanced and Beginner

c. Basic and Enhanced

Location history, automatic prioritizing of calls, and emergency message communications are all components of a ________________________and how they relate to other computer systems. a. ASCAP b. ASCII c. CAD d. ADA

c. CAD

Blaming someone or yourself, poor decisions, distractibility, hyper-vigilence, forgetfulness, flashbacks, and nightmares are signs of _________________________ stress. a. Physical b. Environmental c. Cognitive d. External

c. Cognitive

A feeling of despair and desperation; being incapable of finding a solution, management, or accomplishment; and having no expectations of good or success is known as ________________________. a. Helplessness b. A psychotic break c. Hopelessness d. Anxiety

c. Hopelessness

All battered victims have 3 basic needs: physical, emotional, and _____________________________________. a. Therapeutic b. Transportation c. Legal d. Cosmetic

c. Legal

A person suffering from ______________________ has a condition that impairs that person's thoughts, perceptions of reality, emotional processes, and judgment a. A mental disorder b. Mental retardation c. Mental illness d. Developmental disability

c. Mental Illness

________________________ is failure to do what a reasonable person would do; or exercise the level of care required by law. a. Tort b. Public duty doctrine c. Negligence d. Liability

c. Negligence

When taking a report of a missing person, a telecommunicator should: a. Shout at the caller to calm down b. Pass off the call to a supervisor to free the line of other incoming calls c. Obtain and verify the incident location along with the caller's contact information d. Tell the caller to call back when they've been missing for at least 24 hours

c. Obtain and verify the incident location along with the caller's contact information

The Effective Pauses active listening technique can only be used ________________________. a. At the beginning of the call b. After the caller has broken down in sobs c. Once a rapport has been established d. If the caller is speaking in a language the telecommunicator does not understand

c. Once a rapport has been established

A public safety answering point is a communication facility that is: 1. __________________________________________ 2. Assigned the responsibility of receiving 911 phone calls and dispatching service if appropriate 3. The first point of reception for 911 calls 4. Serves the jurisdictions in which it is located a. Operating Monday through Friday b. Closed on the weekend c. Operating Continuously d. Closed during major holidays

c. Operating Continuously

________________________ during a call creates empathy and rapport, clarifies content, and demonstrates you have listened and understood. a. Minimal encouragers b. Reflective/Mirroring c. Paraphrasing d. Effective pauses

c. Paraphrasing

Exercising, eating a balanced diet, and getting plenty of rest are all _______________________ ways of reducing or eliminating stress a. Neutral b. Negative c. Positive d. Extreme

c. Positive

When we hear what we want, are expecting, or are taught to hear, we are listening through a ________________________ filter. a. Cultural b. Recording c. Programming d. Disseminating

c. Programming

_____________________________ is the method of responding to a telephone request for emergency service by which a public safety answering point notes pertinent information and passes that information on to the appropriate agency for action a. Semaphore Flag Method b. Handwritten Method c. Relay Method d. Forwarding Email Method

c. Relay Method

A radio dispatcher may have to ________________________. a. Respond to only one incident at a time b. Transfer the call back if he/she is overwhelmed by multiple incidents c. Respond to multiple incidents at the same time d. Refuse a call if he/she is too busy

c. Respond to multiple incidents at the same time

If clothing or people are on fire, instruct the caller to stop, drop, and ________________________, followed by a drench from water. a. Sit there b. Wait for help c. Roll d. Wrestle

c. Roll

A telecommunicator should know his or her agency's organizational structure, functional relationship and duties, missions and goals, and ______________________________________ a. Agency telephone area code b. Zipcode c. Service/geographic area d. All of the above

c. Service / Geographic Area

A common example of unethical behavior is... a. Cultural Sensitivity b. Consideration of those lower in power c. Sexual harassment d. Telling the truth

c. Sexual Harassment

When dealing with individuals who are deaf, hard-of-hearing, and/or speech impaired, a telecommunicator may encounter ________________________ to meet State and Federal law. a. The same equipment used for hearing individuals b. An American Sign Language interpreter c. Specialized equipment d. Special issues

c. Specialized Equipment

More than 80% of people ________________________________ before they attempt to do so. a. Talk about their vacation b. Talk about getting a tattoo c. Talk about their intention to kill themselves d. Talk about getting a haircut

c. Talk about their intention to kill themselves

In case of multi-jurisdiction event, it is very important to be knowledgeable about _____________________________. a. Shift changes b. Jurisdiction boundaries c. The Texas Law Enforcement Interagency Radio System d. Names of the interagency leaders

c. The Texas Law Enforcement Interagency Radio System

The root cause of spouse and partner abuse is: a. Wanting to get on the local news b. The victim's desire for attention from law enforcement c. The abuser's need for power and control d. The abuser's desire to show meekness and submission

c. The abuser's need for power and control

The root cause of spouse and partner abuse is _______________ a. Wanting to get on the local news b. The victims desire for attention by law enforcement c. The abusers need for power and control d. the abuser's desire to show meekness and submission

c. The abusers need for power and control

In the roll of a telecommunicator, you should be able to explain the relationship with _______________________________ a. Your spouse b. Your children c. The community and public safety d. Your superiors

c. The community and public safety

A method for reducing exposure to liability includes being accountable. The accountability entities include: -Peace officers, firefighters, and EMT personnel -Your supervisors and department -___________________________________ a. Social media b. Members of the state Legislature c. The general public d. No one else

c. The general public

Circumstances which would expediate an adult missing person case could include: -The person is elderly and senile -The person is dependent on a prescription or illicit drug -_______________________________________ a. The missing person owes you money b. The missing person has a cold c. The missing person's safety is in question d. You believe the missing person has left town

c. The missing person's safety in question

The purpose of a telecommunicator being able to identify various mapping tools is ____________________________________. a. To be knowledgeable about the inventory at the communications center b. To able to send a picture of the caller's house to a responder's cell phone c. To provide assistance in locating callers and tracking responders d. To draw detailed topographical renderings of the call center's jurisdiction

c. To provide assistance in locating callers and tracking responders

Being alert, a good note taker, and detail oriented are _________________ and ___________________________ of a good telecommunicator a. Requirements, necessities b. Options, not present c. Traits, qualities d. All of the above

c. Traits, qualities

Dispatcher stressors of lighting, ventilation, noise, and ergonomics can be lumped under the category of ______________________________. a. Poor diets b. Lack of time off c. Work environment d. Home environment

c. Work environment

The telecommunicator will be able to identify the requirements of the ADA involving public safety and emergency telecommunications, including: 1. The ADA and public safety 2. The ADA and the 911 system 3. State Requirements 4. _______________________________________________ a. Union regulations b. Zoning rules c. Your department policies and procedures d. none of the above

c. Your department policies and procedures

The Principles of Public Service includes __________, which is to have government conducted openly, efficiently, suitably, and honorably, so the public can make informed judgements and to hold public officials answerable a. liability b. immunity c. accountability d. exemptions

c. accountability

The occurrence or imminent threat of damage, injury, or loss of life or property, resulting from an extraordinary natural or man-made cause is known as _____________ a. an anxiety attack b. an event c. an emergency d. a priority

c. an emergency

The telecommunicator should know the importance of _______________________, which is being able to distinguish between the public or private nature of information a. trust b. discernment c. confidentiality d. incompatibility

c. confidentiality

This __________________________ statute exists in some states which protects volunteer rescuers from negligence lawsuits a. stop and frisk b. no fault c. good samaritan d. immunity

c. good samaritan

If a person's conduct falls below _________________________________, it may result in a breach of duty; ultimately ending in liability under negligence law a. The voluntary assumption of duty b. The public duty doctrine c. The standard of care d. the good samaritan statute

c. the standard of care

The criteria for an Amber Alert includes: a. The child is at risk of serious injury or death b. An abduction must be confirmed by law enforcement c. There is sufficient information of the child, captor, or captor's vehicle d. All of the above

d. All of the above

The telecommunicator will be able to identify specific methods for gathering pertinent information, which include: - Separating facts from useless information - ________________________ - Following the department's policies and procedures a. Perceptions b. Observations c. Inferences d. All of the above

d. All of the above

Active listening techniques include: a. Effective pauses b. reflective/mirroring c. Open ended questions d. A combination of any factor listed above

d. A combination of any factor listed above

Communication transmits information by: a. Radio waves b. Light waves c. Wire and/or cable d. A combination of any factor listed above

d. A combination of any factor listed above

A telecommunicator should know which resources are available in their agency's communications department/center. These resources may include: a. Note or flip cards b. Supervisors c. Training manuals and handbooks d. All of the above

d. All of the above

Batterers often have the following traits: a. Communication deficits b. Abusive childhood c. Denial d. All of the above

d. All of the above

Call guides for telecommunicators can include: a. Flip cards b. Scripts c. Decision trees d. All of the above

d. All of the above

Criteria for a Silver Alert include: a. The missing person is 65 years of age or older b. The missing person has a diagnosed impaired mental condition c. The request is made within 72 hours of the senior citizen's disappearance d. All of the above

d. All of the above

EMS-related calls can include: -Stabbing/Gunshots -Heat exhaustion -_________________________ a. Choking b. Poisoning c. Suicide d. All of the above

d. All of the above

Ethical decision-making tools include: a. Trustworthiness, integrity, loyalty, and justice and fairness b. Promise-keeping, responsibility, accountability, and caring c. Pursuit of excellence, self-restraint, respect, and civic virtue d. All of the above

d. All of the above

In order to maintain an officer's and the public's safety, the telecommunicator may need to ________________ a. Find out if the suspect is still on the scene b. Find out if there are weapons involved c. Find out if the suspect is impaired d. All of the above

d. All of the above

In the case of police suicide: a. 95% commit suicide with their service weapon b. Alcohol abuse is often a factor c. Constant exposure to human misery is a motivating factor d. All of the above

d. All of the above

Persons with mental retardation may have difficulties with: a. Understanding questions b. Understanding social cues, like personal space c. Communicating clearly without speech defects d. All of the above

d. All of the above

Public safety agency is the division of a public agency that provides ________________________. a. Fire-fighting b. Law enforcement c. Ambulance d. All of the above

d. All of the above

Some general characteristics of a suspicious package include: a. Inaccurate addressee's name or title b. The package is ticking c. The package has protruding wires d. All of the above

d. All of the above

Some methods of effective communication are: a. Knowing barriers to good listening b. Using the correct tone of voice c. Effective intervention techniques d. All of the above

d. All of the above

Some warning indicators of a suspected bomb should include: a. Abandoned vehicles b. A strong chemical smell c. Anything that the caller feels is strange or out of the ordinary d. All of the above

d. All of the above

Something that will lessen stress in a dispatcher's life is _______________________________. a. Hobbies b. Going to school c. Community activities d. All of the above

d. All of the above

Techniques for diffusing a difficult caller include: a. be patient b. Try to understand the caller's predicament c. Look for alternative solutions d. All of the above

d. All of the above

The types of radio communication systems include: a. Half-duplex b. Simplex c. Repeater system d. All of the above

d. All of the above

ANI stands for ________________________. a. Auxiliary Name Identification b. Additional Nexus Instruction c. Automation Name Instagram d. Automatic Number Identification

d. Automatic Number Identification

Being calm, alert, and maintaining control are very important when ______________________________________. a. Having a shift change b. Practicing ones diction c. Asking for everyone's opinion about a caller d. Broadcasting information over the radio

d. Broadcasting information over the radio

________________________ commit thousands of acts of violence against working women in the workplace every year a. Husbands and boyfriends b. Fired ex-employees c. supervisors d. co-workers

d. Co-workers

Death of a person (especially a child), a suicide, or a rescue operation, where the victim dies can all be classified as a __________________________. a. Routine call b. Stressless incident c. Non-emergency event d. Critical incident

d. Critical incident

FCC stands for ________________________. a. Fiscal Calling Committee b. Federal Calling Commission c. Fiscal Communication Corporation d. Federal Communication Commission

d. Federal Communication Commission

After the call-taker receives a call for service, the call is sent to the radio dispatcher ________________________. a. For confirmation of actions by the call-taker b. To free up the line for the next caller c. Because the caller is being abusive d. For assignments to field units

d. For assignments to field units

Dispatchers diets often include: a. Salads d. Fried fast foods c. Vegetarian fare d. Small portions

d. Fried fast foods

A _____________________________ is a person(s) held and threatened by another person(s) in order to bring about the fulfillment of certain demands by a third party, usually law enforcement a. Prison escapee b. First responder c. Criminal d. Hostage

d. Hostage

A telecommunicator should be able to explain Baudot's signaling use in text phones and its ________________________. a. Need for specialized wiring b. Use of call center equipment c. Need for foreign language translation d. Impact on 9-1-1 service

d. Impact on 9-1-1 service

Some specialized techniques for handling calls involving persons who are mentally ill include: -De-escalating techniques -Recognizing signs of instability -Distinguishing between criminal behavior and signs of mental illness -_________________________________________ a. Diagnosing techniques b. Intolerance and judgmental attitudes c. Cultural baises d. Interacting with mental health professionals

d. Interacting with mental health professionals

_______________________________ is the unlawful use of force or violence by a group or individual who has some connection to a foreign power or whose activities transcend national boundaries a. Neighborhood terrorism b. Transnational terrorism c. Domestic terrorism d. International terrorism

d. International terrorism

A portable home phone is also known as a ____________________. a. Hearing aid b. Mobile phone c. Speaker system d. Landline

d. Landline

When you use ________________________, these are the sounds you make to let the caller know you are there and are listening. a. "I" messages b. Emotional labeling c. Effective pauses d. Minimal encouragers

d. Minimal encouragers

The telecommunicator will be able to explain some methods for handling problems with a CAD system and/or a _________________________________________. a. File folder system b. Interrelated cross-reference system c. Associated links system d. Mobile data system

d. Mobile Data System

Family violence, assault, and kidnapping are some types of ________________________ calls. a. Color coded calls b. Routine calls c. Nuisance calls d. Police-related calls

d. Police-related calls

The legal doctrine which states the government holds a responsibility of care only to the public at large unless a special relationship exists, like with a public official is called _________________________ a. Private Duty Doctrine b. Federal Duty Doctrine c. State Duty Doctrine d. Public Duty Doctrine

d. Public Duty Doctrine

Repeating a request in exactly the same way, using the same tone of voice, is using the technique________________________. a. Boring monotone b. Repetitive variety c. Boring persistence d. Repetitive persistence

d. Repetitive persistence

The Principles of Public Service includes ________________________, which is to safeguard public appearances of impropriety and conduct unbefitting a public official. a. Disrespectability b. Repulsivity c. Antipathy d. Respectability

d. Respectability

If the caller is reporting wild or irrational things, the telecommunicator should a. Respond by making fun of the caller b. Respond with an equally nutty story c. Laugh at the caller d. Respond by expressing empathy and concern

d. Respond by expressing empathy and concern

Some liability concerns in emergency situations that involve a telecommunicator are: - Expectation of service - Standard of care - ________________________ a. Telephone service b. Call center layout c. Being empathetic d. Response time

d. Response time

Communicating via radio across interagency systems includes: a. Mobile to base b. Base to base c. Base to mobile d. Mobile to mobile e. All of the above

e. All of the above

A method for dealing with a barricaded caller is: a. Giving deadlines b. Being judgmental c. Being confrontational d. Working toward building trust and rapport

d. Working towards building trust and rapport

Communication transmits information by.. a. radio waves b. light waves c. wire and/or cable d. a combination of any factor listed above

d. a combination of any factor listed above

A juvenile is __________________________. a. A person with a kidney disease b. A person over the age of 21 c. A convicted criminal d. A person under the age of 21

d. a person under the age of 21

A batterer's potential to commit murder often includes the following: -Obsession with the victim -Access and previous use of weapons -__________________________________________ a. Threats of homicide or suicide b. Depression c. Sexual Assaults d. All of the above

d. all of the above

Under HSC 576.001, the mentally ill have the right to... a. vote b. own property c. worship as they please d. all of the above

d. all of the above

Someone with a major depressive issue will display the following symptoms: -Weight loss/gain -Difficulty concentrating -_________________________________ a. Hyper-vigilance b. Anxiety c. Euphoria d. Depressed mood lasting at least 2 weeks

d. depressed mood lasting at least 2 weeks

If the government is going to take away a citizen's life, liberty, or property, they must give that person sufficient notice of their intention and allow that person a fair hearing before depriving him or her of their rights. This is called ____________________________________. a. equal protection under the law b. delayed process of law c. no process of law d. due process of law

d. due process of law

Reflecting/Mirroring during a call gives feedback that is _______________________. a. general b. skewed c. unbiased d. exact

d. exact

Some ways of reducing exposure to liability include: 1. Training and Education 2. Using common sense 3. ________________________________________________________ a. ignoring department policies and procedures b. avoiding training and education c. maintaining confidence d. following department policies and procedures

d. following department policies and procedures

The principle stating that a person, who decides to act for the benefit of another, even though under no obligation, is then under a duty to act in a reasonable manner is called ___________________________________ a. mandatory assumption of duty b. cause in action c. cause in fact d. voluntary assumption of duty

d. voluntary assumption of duty

An emergency is the occurrence or imminent threat of.. a. damage b. injury c. loss of life or property d. a combination of any factor listed above

damage, injury, and loss of life / property