9-1-1 Dispatch Study Guide

BOLO/ATL

"Be On The Look Out" / "Attempt To Locate": Broadcasts of important information regarding missing or wanted people, or stolen or wanted vehicles. Provide vehicle description and a brief description of suspect(s).

What should you never say when taking calls?

"Units Will Be Right There" bcus you don't know when they'll be there

Telematics

(*ONSTAR*) Delivering location-based services to consumer-driven vehicles (personal vehicles and rental cars) uses 2-way wireless communication between a vehicle and a processing center to transmit voice and data information for a vehicle and driver. ANI/ALI NOT AVAILABLE

MDT/MDC

(Mobile Data Terminals/ Mobile Data Computers) Small computer terminals in the vehicles of response units that are connected to the CAD system by radio. They permit data transfer between the response unit and the PSAP in real-time format . Linked with CAD system to receive text data on calls for service, messages and other information. Links allow response unit in field direct, quick access to important information.

P-ANI

(Psuedo ANI) A number used by the wireless carrier to route the call and identify the cell site (and sector, if it's a sectored site) from which a wireless call originates.

TCC

(Telematics Call Center) 24/7 call center that services both inbound and outbound (land to mobile & mobile to land) calls from vehicle's equipped with telematics devices.

ASL

(american Sign Language) Language expressed through hands and body movements to express concepts rather than complete sentences.

IT IS CRITICAL TO GET THE DESCRIPTION OF WEAPONS!!!!

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Remember To TAKE NOTES AND NEVER RELY ON MEMORY!!!

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Vital Services

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 principal link between public and public safety response system. These functions facilitate communication with the public.

5 Components of Communications Cycle

5 components that when combined reach the goal of communication. Sender-Receiver-Message-Medium-Feedback

Conventional Radio System

A group of Radio assigned a frequency, or channel, and one radio may be transmitting at any time on the frequency to which thos radios are assigned.

Procedure

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?"

Policy

A guide to thinking; states what should happen in term of outcomes, sometimes in very general terms.

Basic 9-1-1

A system that provides dedicated lines for carrying 9-1-1 calls to the correct PSAP.

Difference between ANI v.s. ALI

ANI: is the party's telephone # ALI: is the party's physical address and dispatch info.

Discretionary Act

An act wherein their is no hard and fast rule as to the course of conduct one must or must not take. If there is a clearly defined rule, it eliminates discretion.

Exposure

Anything in close proximity to the fire that may become involved in or which, if involved , may escalate to danger greatly.

ANI

Automatic Number Identification; The calling party's telephone #

AVL

Automatic Vehicle Locator: System technology incorporated into their CAD system that can be used to provide a mapped location of response units. Locations show-up on a digital map and are stored for use in the system. When a call is received and entered into CAD, it automatically finds the closest in-service response unit and recommends sending that response unit to the incident.

ACN

Automatic crash notification: the automatic transmission to a TCC via wireless technology of critical vehicle and occupant data immediately following a crash, or when tensions have been exceeded. After transfer of all crash-related data, the system automatically establishes a voice connection between the vehicle and the TCC.

ALI

Automatic location Identification; The calling party's address and dispatch information

What is P-ANI used to identify?

Cell site from where you are calling

Phonetic Alphabet

Certain Alpha characters may sound the same as other letters or numbers, so this is a system that associates words with specific letters of the alphabet.

Non-verbal Communication

Communication is defined as the transmission of an idea from the mind of one to the mind of another, with understanding.

Conventional Radio Systems v.s. Trucked Radio Systems

Conventional Radio Systems is group of radios are assigned a frequency or chanel where in a Trunked Radio system many talk.groups share available frequencies

DNR

DO NOT RESUSCITATE: *self-explanatory* Legal order written either in the hospital or on a legal form to with hold CPR.

Repeater

Device used to extend the effective range of communication by receiving and re-transmitting radio signals automatically and simultaneously.

Examples of Logging Recorders

Dispatching Tapes

Assault

Does NOT involve any physical contact, can be merely verbal. Threatened.

Which classification of calls has a higher rate of attacks on Law Enforcement?

Domestic Violence Calls

Who initiates a conference-in

Done by telematics operator

Inference

Drawn from our observations. (Assumptions)

EMD

Emergency Medial Dispatcher: program utilized by some PSAP's that helps telecommunicators properly categorize emergency calls for EMS response, and provide pre-arrival medical instructions to the caller prior to response units arriving on scene.

One thing to remember about VOiP

Emergency call can come over ANY line

What Do Status Checks do?

Enhance Response Unit Safety

E 9-1-1

Enhanced 9-1-1 system. A system that enhances basic 9-1-1 by automatically providing the caller's phone # (ANI) and physical address (ALI)

What does the repeater do?

Extends range of radio communications system

FCC

Federal Communications Commission: establishes certain basic technical requirements and specifications for radio equipment.

GA

Go ahead

PBX Systems

If a call for service comes from the system, the telecommunicator must obtain exact location information; ex: our school

What is ICS?

Incident Command System

What is ICP?

Incident Commend Post: The location of on scene incident commend. It typically houses the I.C. and immediate staff.

What is Preliminary Dispatch?

Information is kept to a minimum, get supplemental info

Incident Command System (ICS)

Integral parts of N.I.M.S; method used to effectively manage resources and personnel during an incident.

Active Listening

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.

Issues with PBX System

It doesn't give the EXACT location

Ethics

It involves an individuals personal, professional, & organizational rules of conduct; it includes opinions & feelings about certain manners and behaviors.

Liability

Legal Responsibility for one's act or omission's. Typical standard used in deciding these cases is what a "reasonable & prudent person" would do in a similar set of circumstances.

Silent line

MUST be considered TTY until verified

How do you maintain a low stress level?

Maintain a POSITIVE attitude

MSAG

Master Street Address Guide: 9-1-1 calls are selectively routed to the current PSAP based on the MSAG. It's essentially a "routing table" that identifies all street names, a range of theoretically possible house #'s for each street and which unique set of law enforcement, fire and emergency medical service providers are responsible for that address.

What can't be involved when working in the atmosphere?

NO EMOTION INVOLVED!!!

NCIC

National Crime Information Center: a computerized index of criminal justice information used by law enforcement agencies; in order for telematics to track a stolen vehicle a stolen vehicle report must be filed by the appropriate PSAP and an entry made into NCIC by the PSAP prior.

What is NIMS?

National Incident Management System.

NIMS

National Incident Management System.; Provides a consistent nationwide template to enable all gov't private-sector & non-gov't organizations to work together during domestic incidents. * A Comprehensive, national approach to incident management that's applicable at all jurisdictional levels and across functional disciplines.

AMBER Alert System

Nationwide system that is organized under state or regional plans for the purpose of assisting in the recovery of abducted or endangered children. * CONFIRMS A CHILD (17 YEARS OR YOUNGER) HAS BEEN ABDUCTED*

Fire Dispatch

No prioritization of calls

Communications between Members of the Same Agency

PSAP is main component of telecommunications system.

What is needed when dealing with a hysterical caller?

Persistent Repetition

Sender

Person who initiates the communication

Battery

Physical Contact is MADE

What is the Difference between Policy and Procedure

Policy is a guide to thinking, while procedure is a guide to action.

Mutual Aid

Process of supporting supplemental personnel, equipment or other resources to an incident to assist agencies that may be in danger of becoming overwhelmed in their response. Procedures are normally predetermined and are spelled out in "mutual aid agreements" between response agencies.

Communication w/ the public

Provide assistance or referral between the public and public safety services.

Open-ended Questions

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...."

Logging Recorder

Record radio and telephone conversations and, if integrated into CAD, field events as well, they store specific information so that archives can be searched quickly for retrieval and playback. Also used for Quality Assurance/ Quality Improvement (QA/QI) purposes.

Audible Tones from TTY

Some callers may press TTY keys to emit audible tones to notify telecommunicator that a TTY a call is being placed.

Recorded Announcement from the TTY

Some emit a recorded spoken announcement to telecommunicator that a TTY is being placed as "Hearing Impaired Caller, use TTY."

SK

Stop Keying; type when conversation is finshed

What is most critical in a structural fire?

TIME

Communications between Public Safety & Support Services

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

TTY Calls

Teletypewriter; a terminal-type device with a keyboard and display and optionally printer, used by deaf, hearing impaired and speech impaired people to communicate via telephone lines. -A silent open line MUST be considered a TTY call until proven otherwise-

Myth Of Suicidal Callers

That they won't commit suicide

Radio Interoperability

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

Observation

The act or practice of noting and recording facts and events. (what we see and hear.) ( what we think we see and hear)

What is the Chain of Command?

The line between dispatchers, supervisors and managers and workers.

Incident Command Post

The location of on scene incident commend. It typically houses the I.C. and immediate staff.

Call Routing

The operational methods used to route call information through and between agencies. The 4 basic operational methods of call routing are direct dispatch, call transfer, call relay and call referral.

Mobile Radio

Transmitter and receiver mounted in a vehicle. Requires power from the vehicle and an antenna mounted on the vehicle

Larceny

Unauthorized removal or concealment of property. * Misdemeanor: under $300* * Felony: over $300*

What are Logging Recorders Used for?

Used for Improvement

What;s the same about a BOLO/ATL

Used for same broadcasting purposes

ECHO Procedure

Used to emphasize certain important parts of a message and to ensure the message is received correctly. Principal simply requires important parts of radio messages be repeated.

One thing yo must do before call ends?

Verify Location

Communications between Public Safety Agencies

Vital to the community's public safety system

VOiP Calls

Voice Over Internet Protocol; A technology that allows you to make telephone calls using the internet. * May come in over an administrative line*

Reasonable & Prudent Person

What the average, normal person would do

If you can only get ONE piece of information, what piece should you get?

Where

Direct Dispatch

Where call is dispatched directly by the PSAP that receives the call.

Call Relay

Where information obtained from a caller is provided (relayed) to the appropriate PSAP, department, agency. Gather's all pertinent information and advises the caller the appropriate agency or department will be notified.

Call Referral

Where the caller is provided the telephone # and asked to call the appropriate agency, non-emergency and administrative calls.

Call Transfer

Where the caller is transferred to the appropriate PSAP for dispatch after incident, location and nature is obtained.

CYMBALS

acronym recommended to assist telecomunnicators in remembering to obtain and relay all descriptive information pertaining to vehicles. C: Color of vehicle Y: Year of vehicle M: make/model B: Body A: Additional Info. L: License #/ Expiration Date S: State of License

What are ethics?

an individuals personal, professional, & organizational rules of conduct; it includes opinions & feelings about certain manners and behaviors.

Good Customer Service

avoid "trigger phrases" and concentrate on serving the caller to the best of your ability. Treat each caller with the same diligence, consideration, and respect you'd show a member of your own family that requested public safety assistance.

Paraphrasing

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.

Robbery

can generate an excited emotional state in victims and witnesses that interferes with communication. Taking property unlawfully from (a person) that has value by intimidation, force or threat.

Delayed

classified as this when the time of occurrence is unknown and the incident requires a report or investigation

Just Occurred

classified as this when there's no immediate threat to life or property.

Carjacking

combination of auto-theft and robbery

Feedback

communication from the receiver to the sender to verify the message was understood.

Risk Management

defined as preventing, eliminating, or mitigating exposure to adverse circumstances.

In Progress

defined as those with an imminent threat to life or property and requires an immediate dispatch

Chain Of Command

defines a relationship between front line telecommunicators, supervisor's and managers. Having this clear definition of roles provides guidance for personnel in requests for information, routing, of complaints or issues, and emergency notifications.

Staging Area

established for temporary location of available resources not immediately assigned; can be any location in which personnel, supplies, and equipment can be temporarily housed or parked while awaiting operational assignment.

EVEN CORDLESS PHONES CAN BE HARDWIRED

example: house phones

Wireless Phase 2

gives call back number, cell site and tracks latitude and longitude of location

Wireless Phase 1

gives call-back number and cell site from which call originated from

One definition Of Professionalism

inner character

Medium

manner in which the message is transferred from sender to receiver.

What are Some Informational Resources?

maps, telephone books.

What is the difference between Observation and Inference?

observation is fact based on what you heard and or see where as, inference is an assumption.

Receiver

person or group who is the target of the communication

What is Non-verbal Attending?

physically signaling that your are listening examples are: encouraging sender to keep talking, demonstrates concern and interest

What are the 3 primary fields of public safety communications?

police, fire and EMS.

What are Vital Services?

principal link between public and public safety response unit

PSAP

public safety answering point; answer 9-1-1 calls; sometimes dispatch: receive emergency calls requesting police, fire, and emergency medical.

Logistics Section

responsible for effective and efficient incident management, including ordering resources from off-incident locations, providing facilities , transportation, supplies, equipment, maintenance, fuel , food services, communications, and informational tech. support,a dn EMR services.

Spectrum

term used to describe the complete range of radio frequencies used for communication.

Liaison Officer

the LNO is the point of contact for representatives of other agencies responding to the incident such as support services, mutual aid agencies, etc.

Message

the idea itself, in whatever form it may take.

Standard Of Care

the level of duty owed by one person to another, generally based on what a reasonable and prudent person would do in a similar situation. Failure to meet this standard is negligence.

Burglary

unlawful entry into a structure to commit theft or a felony. ( A victim doesn't have to be present)

Professionalism

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)