Telecommunicator I
All of the following are considered verbal suicide warning signs EXCEPT: A - "I get nervous in large groups of people." B - "Everyone would be better off without me." C - "If I see you again..." D - "No one cares about me."
A - "I get nervous in large groups of people."
Identify the TRUE statement about Emergency Medical Dispatch (EMD) programs. A - The EMD program provides telecommunicators with a series of specifically sequenced questions and directions for handling the situation. B - Regardless of your agency's specific methods of operation, all telecommunicators must follow the EMD system when preparing data for dispatch or referral. C - The use of an EMD program may complicate the status of resources or delay further responses. D - The information gained through the EMD program can help the telecommunicator refer service requests to the agency that is best suited to do that evaluation.
A - The EMD program provides telecommunicators with a series of specifically sequenced questions and directions for handling the situation.
Basic Life Support (BLS) situations require responders to: A - administer bandaging B - administer fluids C - perform intubation D - perform defibrillation
A - administer bandaging
Telephone relay services: A - are time-consuming and not as effective for emergencies B - are the quickest way for a hearing- or speech-impaired person to receive help during an emergency C - involve relaying information between two TTYs D - are no longer required to be an available service provided by the PSAPs
A - are time-consuming and not as effective for emergencies
Equipment used to move information or data from one place to another is called a: A - communication device B - telephone system C - panic button D - two-way radio
A - communication device
To reduce the liability of the 9-1-1 dispatch center, telecommunicators are expected to: A - create a log of each emergency call handled B - post the status of emergency calls on social media C - disregard good customer service skills in order to answer calls quicker during the busiest hour D - provide the customer with your personal information in order to build a rapport and gain their trust
A - create a log of each emergency call handled
The purpose of eliciting information in a logical sequence during an emergency call is to: A - ensure an accurate and complete dispatch of emergency resources B - be able to answer the phone with the correct greeting C - meet the communication standards set forth by the International Fire Service Accreditation Congress D - ensure your customer service skills are outstanding
A - ensure an accurate and complete dispatch of emergency resources
Fire departments usually divide where they respond to a certain district or divided highway. This is an example of: A - geographically-based assignment plans B - incident-based plans C - a resource list D - resource capabilities
A - geographically-based assignment plans
The variable that may influence predetermined response plans is: A - incident location B - time of day C - public opinion D - local news
A - incident location
Equal access means that the telephone emergency services provided for teletype (TTY) users must: A - include all features offered for persons who are able to make voice calls B - come from an outside service or third party service C - be offered during special hours of operation D - have an average response time of three minutes or less
A - include all features offered for persons who are able to make voice calls
Suicidal talk: A - is a verbal warning sign that a person is contemplating committing suicide B - is taking unnecessary risks as if the person has a death wish C - is seeking access to guns, pills, knives, or other objects that could be used in a suicide attempt D - in increasing social isolation and withdrawing from friends and family
A - is a verbal warning sign that a person is contemplating committing suicide
Most agencies have gone to computerized dispatching, and therefore the skill that is not as widely used as it used to be is: A - keyboarding B - verbal communication C - map reading D - nonverbal communication
A - keyboarding
Residential smoke detectors and carbon monoxide detectors are examples of: A - local alarm systems B - systems that are monitored directly by the local fire department C - infrared and heat detectors D - contact switches
A - local alarm systems
According to the International Association of Fire Chiefs, the greatest percentage of 9-1-1 calls and requests for service are due to: A - medical incidents B - fire incidents C - misdials D - noise complaints
A - medical incidents
How many TTY or TTY-compatible systems or pieces of equipment should a PSAP have per telecommunicator? A - one B - two C - three D - four
A - one
Local alarm systems: A - only provide an alert on the protected premises B - are monitored by the communications center at night C - are likely to be installed in schools, hospitals and nursing homes D - automatically notify local police of the emergency
A - only provide an alert on the protected premises
When speaking with an excited or hysterical caller, the telecommunicator must be able to: A - quickly calm and reassure the caller B - confidently tell the caller that everything will be all right C - gather all pertinent information from the caller even if their speech is incoherent D - diffuse the situation completely
A - quickly calm and reassure the caller
1. All of the following are routine responsibilities telecommunicators are expected to perform when there isn't an active request for service EXCEPT: A - reboot all GPS systems B - complete equipment maintenance and testing duties C - receive calls to direct new media to appropriate personnel D - manage resource status and locations
A - reboot all GPS systems
Identify the situation that is considered a non-emergency. A - reporting a non-threatening suspicious person, vehicle, or situation B - a traffic accident where this is personal injury C - technological disasters, such as a hazardous materials release D - requesting the police department to stand by for a fireworks display
A - reporting a non-threatening suspicious person, vehicle, or situation
Identify THREE factors that must be taken into consideration when dispatching for a structure fire. A - size of the structure B - obstacles to hazardous materials mitigation C - number of people threatened D - obstacles to firefighting operations E - hazards of the environment
A - size of the structure C - number of people threatened D - obstacles to firefighting operations
During an incident, it is the telecommunicator's responsibility to: A - stay in touch with the responding resources for coordination and tracking B - provide the media with live updates of the incident C - stay out of the way of the emergency responders D - perform routine communications in support of the parent agency
A - stay in touch with the responding resources for coordination and tracking
To operate TTY equipment, telecommunicators must be properly trained by: A - their department B - a representative from the FCC C - a deaf person D - a person who is either deaf, hard of hearing, or has a speech impairment
A - their department
A slow dial tone usually indicates: A - there is heavy traffic on the switched network B - the receiver is disconnected from the base C - the talk battery isn't working properly D - the telephone system is functioning properly
A - there is heavy traffic on the switched network
A call comes in at 1:00 in the morning. The caller reports a knife fight involving five people. Identify THREE risk factors the telecommunicator should take into consideration when selecting the appropriate response. A - time of day B - situation C - weather D - weapons E - available resources
A - time of day B - situation D - weapons
Title II of the ADA requires all PSAPs to provide direct, equal access to their services for persons with disabilities who: A - use TTYs to communicate B - rely on third-party services to communicate C - have medical and physical disabilities D - do not know how to use a telephone properly
A - use TTYs to communicate
You receive a call from a customer who is speaking so quietly that you can hardly hear them. The most appropriate response would be: A - "May I connect you with a department who has better audio equipment? They will be able to hear you better." B - "I'm having trouble hearing you. Are you able to speak louder?" C - "Speak up! I can't help you if I can't hear you." D - "I'm sorry, I can't hear you well. I think we have a bad connection. Please hang up and call again if this is an actual emergency."
B - "I'm having trouble hearing you. Are you able to speak louder?"
According to the National Emergency Number Association (NENA) call taking standards, 90% of all 9-1-1 calls arriving at the public safety answering point during the busiest hour must be answered within _____ seconds. A - 20 B - 10 C - 12 D - 60
B - 10
The call-taking standard established by the National Emergency Number Association (NENA) states that during the busy hour 90% of all 9-1-1 calls should be answered within _____, and _____ or all other 9-1-1 calls answered within 20 seconds. A - 10 seconds; 85% B - 10 seconds; 95% C - 15 seconds; 90% D - 15 seconds; 95%
B - 10 seconds; 95%
Crisis hotlines offer: A - in-home appointments with psychologists or licensed clinicians B - 24-hour, toll-free, confidential suicide prevention to anyone in suicidal crisis or emotional distress C - confidential suicide prevention only to those eliciting suicidal talk D - dispatch of emergency responders
B - 24-hour, toll-free, confidential suicide prevention to anyone in suicidal crisis or emotional distress
You receive a call from a customer who seems very anxious. Identify THREE ways to properly handle the call. A - Yell back at the customer. B - Ask questions that clarify the customer's situation. C - Remain calm. D - Tell the customer to call back when they are calm, and disconnect the line. E - Listen empathetically. F - Take what they are saying personally.
B - Ask questions that clarify the customer's situation. C - Remain calm. E - Listen empathetically.
Telephone relay services are just as effective as TTY in emergency situations. A - True B - False
B - False
Identify the TRUE statement about predetermined response plans. A - Incident location is the least common base by which public safety agencies set up predetermined response plans. B - The nature of the incident will dictate the resources to be used. C - Priority systems are only needed when there are adequate resources available to respond to every call for service. D - Resource levels should not be modified or set based upon weather-related conditions.
B - The nature of the incident will dictate the resources to be used.
At a dispatch center, the verbal communication process is as follows: A - identify the nature of the request > obtain vital information > practice good customer service B - answer promptly > identify the nature of the request > obtain vital information C - identify the nature of the request > answer promptly > obtain vital information D - answer promptly > practice good customer service > identify the nature of the request
B - answer promptly > identify the nature of the request > obtain vital information
Contact switches: A - detect motion in a protected area B - are activated when window or door in a protected facility is opened or broken C - detect noise or sound waves in areas that should not have noise or sound D - detect the body heat of an intruder in a protected space
B - are activated when window or door in a protected facility is opened or broken
Predetermined response plans based on weather-related conditions: A - are the most common type of predetermined response plan B - are typically used in regions where wildland fires are common C - determine the most appropriate resource based on incident type D - rely on computer-aided dispatch (CAD) systems
B - are typically used in regions where wildland fires are common
An example of an alarm system that is likely to be monitored directly by the communications center is a: A - residential carbon monoxide detector B - bank or financial institution C - car alarm D - smoke detector
B - bank or financial institution
The ADA requires that every PSAP have one TTY or TTY-compatible equipment per: A - jurisdiction B - call-taking position C - two call-taking positions D - telecommunicator fluent in sign language
B - call-taking position
All of the following include pertinent information the telecommunicator must gather about an emergency EXCEPT the: A - caller's name B - caller's ethnicity C - location of the incident D - nature of the incident/situation
B - caller's ethnicity
The ADA requires 9-1-1 or other telephone emergency service providers to provide TTY users with: A - equipment for use at home during emergency situations B - direct and equal access to benefit from emergency services C - more features than voice calls to make up for the process being time-consuming D - special hours of operation
B - direct and equal access to benefit from emergency services
When gathering information from a caller, the guiding principle will always be to: A - let the customer control the conversation B - extract the most accurate information as quickly as possible C - complete the customer log while you are asking the basic questions D - converse with all customers in the same way
B - extract the most accurate information as quickly as possible
Incident completion can include: A - staying in touch with emergency responders for coordination and tracking B - extracting tapes from recorders C - completing equipment maintenance and testing D - acquiring accurate information from the service requestor
B - extracting tapes from recorders
The type and amount of information that is gathered from the customer is dependent upon: A - the emergency responder's location in relation to the scene B - how the telecommunicator elicits information C - the appropriateness of the telecommunicator's greeting D - the personal relationship between the customer and the telecommunicator
B - how the telecommunicator elicits information
All silent calls should be: A - treated as a misdial B - interrogated with a text telephone/telecommunication device for the deaf (TTY/TDD) C - transferred to a foreign language translation device D - reported for abusing the 9-1-1 system
B - interrogated with a text telephone/telecommunication device for the deaf (TTY/TDD)
Refresher training on non-verbal communication protocol and TDDs equipment operation: A - is not required for DoD telecommunicators B - is required or offered at least as often as training for voice calls C - is designed to ascertain whether personnel have been adequately trained to recognize TTY calls quickly D - must be conducted annually by your department
B - is required or offered at least as often as training for voice calls
Stressors that are unique to telecommunicators include: A - divorce, family issues, and death in the family B - life or death situations and dealing with verbal abuse C - heavy rush hour traffic or long commute D - problems with coworkers, managers or supervisors
B - life or death situations and dealing with verbal abuse
In the event of a mass casualty incident, all of the following are responsibilities of the telecommunicator EXCEPT to: A - obtain, prioritize, and relay pertinent information for the safety of the responders in a timely manner B - relay a detailed status report of each victim to the hospital staff C - dispatch additional resources D - make notification and requests of other agencies
B - relay a detailed status report of each victim to the hospital staff
Prearrival instructions are: A - physical direction the telecommunicator gives to the emergency responders B - sequenced questions and directions given to the caller while the emergency responders are en route C - questions the telecommunicator must ask callers to assess their risk level of being exposed to hazardous materials D - a sequential touch-tone pattern the caller types on their phone to let the telecommunicator know that they are not safe and cannot talk
B - sequenced questions and directions given to the caller while the emergency responders are en route
The telecommunicator is often the voice of the agency, therefore, telecommunicators should: A - master a second language B - speak clearly C - block out background noise D - answer multiple calls at once
B - speak clearly
The ADA contains specific provisions for accessibility equipment, obligating PSAPs to do all of the following regarding TTYs, EXCEPT: A - have a plan for using back-up TTY equipment in case on an equipment malfunction B - test their TTY equipment twice as often as voice telephone equipment C - maintain their accessibility features and equipment in operable working condition D - have a plan for receiving TTY calls should there be a power failure
B - test their TTY equipment twice as often as voice telephone equipment
The Federal Communications Commission and the International Telecommunications Union tightly control: A - alarm systems monitored by the communications center B - the allocation of radio frequencies C - the permit and application process for alarm systems D - voice network connections provided on a two-way radio
B - the allocation of radio frequencies
The logging voice recorder feature of Next Generation 9-1-1 automatically logs: A - a transcript of recorded voice conversations B - the date and time of recorded voice conversations C - the customer's call history D - personally identifiable information about the caller
B - the date and time of recorded voice conversations
An example of a service call is: A - a parking violation B - the disposal of an animal carcass C - vandalism or property damage D - a medical emergency
B - the disposal of an animal carcass
All of the following are appropriate things to do to prepare for calls from non-English speaking persons EXCEPT having: A - some knowledge of common foreign languages B - the foreign language department on speed dial for quick transfers C - an interpreter available D - a bilingual dictionary available
B - the foreign language department on speed dial for quick transfers
When evaluating possible risk factors, the telecommunicator should consider: A - weather B - time of day C - area response plan D - available resources
B - time of day
A device for transmitting a coded signal when operated by any one of a group of actuating devices is called a: A - receiver B - transmitter C - two-way radio D - radio transmitter
B - transmitter
When the telephone system is not functioning properly, the telecommunicator is expected to: A - contact the telephone company immediately B - troubleshoot the telephone system C - repair the telephone system D - leave work and not return until it is repaired
B - troubleshoot the telephone system
Identify the TRUE statement about evaluating data. A - Time lost in the dispatch function can be "made up" by responders. B - The telecommunicator does not directly handle misdirected calls. C - Any call to the telecommunications center must be treated as a possible emergency until it can be determined otherwise. D - After dispatching the resources needed to mitigate the incident, the telecommunicator determines whether or not the request is an emergency.
C - Any call to the telecommunications center must be treated as a possible emergency until it can be determined otherwise.
Every agency should provide access to a _____ team, who are trained to speak with telecommunicators about upsetting incidents. A - Mass Casualty Incident Support B - Telecommunicators Against Stress C - Disaster Mental Health D - Dispatch Center Incident Support
C - Disaster Mental Health
The main regulator of radio frequencies in the United States is the: A - International Telecommunications Union (ITU) B - National Fire Protection Agency (NFPA) C - Federal Communications Commission (FCC) D - National Emergency Number Association (NENA)
C - Federal Communications Commission (FCC)
Identify the appropriate type of question to ask in response to a service call reporting a shoplifter. A - What day of the week or time of year is it? B - What is the time of day? C - Is the perpetrator still in the area? D - Are there chemicals stored on the premises?
C - Is the perpetrator still in the area?
A customer calls 9-1-1 from a wireless phone and you receive the call via enhanced 9-1-1 service. The customer sounds frantic at first, then her voice lowers to the point that you can only hear her breathing and she stops answering your questions. Before you have a chance to obtain vital information or identify the nature of the emergency, the customer disconnects the line. Determine the best course of action to take in this situation. A - Use the ring back feature to call the customer back and tell her not to call again unless it is an actual emergency. B - Contact the telephone company to determine the status of the telephone system. C - Make an automatic location information inquiry to request the customer's phone number, address, & type of service. D - Call the wireless phone company to get a GPS location of the customer's location.
C - Make an automatic location information inquiry to request the customer's phone number, address, & type of service.
Identify the TRUE statement about misdirected calls. A - The telecommunicator does not directly handle misdirected calls. B - The telecommunicator should evaluate the worthiness of individuals requesting assistance. C - Misdirected calls are transferred or referred according to the telecommunicator's knowledge and the telecommunications center guidelines. D - During typical operations, 5 to 10 percent of calls answered by telecommunicators are calls tat should not have come into the center.
C - Misdirected calls are transferred or referred according to the telecommunicator's knowledge and the telecommunications center guidelines.
Identify the TRUE statement about response plans based on incident location. A - Fire departments and EMS agencies do not use geographically-based plans for divided or limited access highways. B - The majority of units are primary responders in a given area, with one or two units serving as backup or secondary responders. C - Police units often patrol set geographical areas and respond to calls in those assigned districts. D - Area response plans are designed to meet desired response times and require extremely complex algorithms.
C - Police units often patrol set geographical areas and respond to calls in those assigned districts.
All of the following statements about teletypewriter (TTY) detection equipment are true EXCEPT: A - TTY detection equipment detects TTY calls and produces a voice announcement to the TC that a TTY call B - TTY detection equipment only recognized TTY calls that transmit tones C - TTY detection equipment eliminates the need for telecommunicators to query every silent line with a TTY D - TTY detection equipment will not identify a call as TTY if the caller waits for a TTY response before transmitting tones
C - TTY detection equipment eliminates the need for telecommunicators to query every silent line with a TTY
The use of the IMS establishes: A - the correct order in which all communication runs through the Fire Chief B - the Operations Officer as the person responsible for the incident C - a primary flow of communication D - a hierarchy that positions the Incident Safety Officer in charge
C - a primary flow of communication
When a suicidal individual actively does harm to themselves, it is called: A - a suicide threat B - suicidal talk C - a suicide attempt D - a cry for help
C - a suicide attempt
By participating in incident critiques, telecommunicators can learn: A - the basic operations of each public safety agency B - how to transfer misrouted calls C - about communications problems that occurred D - fire danger ratings
C - about communications problems that occurred
When talking with a suicidal caller, telecommunicators are expected to: A - act as a psychologist and diffuse the situation entirely B - transfer the caller to a crisis hotline C - attempt to keep the situation from getting worse until emergency responders arrive D - provide the caller with suicide prevention resources
C - attempt to keep the situation from getting worse until emergency responders arrive
Telecommunicators need to be able to recognize, activate, silence, and control devices such as buzzers, bells, and lights. Which physical ability required of telecommunicators is this an example of? A - reaching and strength B - standing and walking C - audiovisual capabilities D - sitting
C - audiovisual capabilities
When coworkers show signs of emotional and behavioral distress, maintain _____, keep lines of _____ open, and remain _____. A - composure, access, nonjudgmental B - order, communication, calm C - confidentiality, communication, nonjudgmental D - confidentiality, communication, focused
C - confidentiality, communication, nonjudgmental
A call comes into the dispatch center from a customer who is eliciting suicidal talk. The telecommunicator is expected to do all of the following EXCEPT: A - dispatch resources to the scene while the telecommunicator remains on the phone with the caller B - listen attentively, stay calm, and be kind C - diffuse the situation by telling the customer that everything will be all right D - attempt to keep the situation from getting worse
C - diffuse the situation by telling the customer that everything will be all right
All of the following are elements of formatting data EXCEPT: A - knowing how to dispatch B - notifying staff and other agencies C - documenting incident information D - knowing who to dispatch
C - documenting incident information
The telecommunicator translates caller information into: A - useable information B - requests for service C - emergency action D - dispatching operations
C - emergency action
Answering incoming 9-1-1 calls promptly is critical because: A - you don't want the customer to be annoyed and file a complaint B - customer service standards for telecommunicators state that calls must be answered promptly C - every second that can be saved places emergency responders that much closer to the scene of the incident D - the resources you may need could be sent to another call
C - every second that can be saved places emergency responders that much closer to the scene of the incident
A type of telephone relay service that allows people to type their words on a TTY to call takers and hear the call taker's spoken response through a headset is called: A - voice carry over B - a silent or open line C - hearing carry over D - TTY carry over
C - hearing carry over
A useful personal characteristic of a telecommunicator is: A- ability to work alone B - having strong upper body strength C - maintaining composure D - ability to read technical content
C - maintaining composure
It is important for the telecommunicator to communicate effectively, as well as have good pronunciation and grammar because: A - the ability to speak clearly is a required NFPA guideline for public safety telecommunicator B - foreign language speakers will not be able to understand you if you do not speak clearly C - people tend to form their opinions of the department based on their dealings with the telecommunicator D - telecommunicators must develop readable reports than can be shared with the media, the courts, or the general public
C - people tend to form their opinions of the department based on their dealings with the telecommunicator
A 9-1-1 telecommunicator answers a call, responds with a standard spoken greeting, and expects to hear a spoken response. If the telecommunicator receives a silent, open line, the telecommunicator should query the line verbally a second time, and then: A - use TTY detection equipment to determine if the call is from a TTY user B - disconnect the line because it is probably a prank call or misdial C - query the line using a TTY to determine if the call is from a TTY user D - dispatch police to the origin of the silent, open line
C - query the line using a TTY to determine if the call is from a TTY user
All of the following are verbal processes that telecommunicators should use to elicit information except: A - identifying the nature of the request B - answering promptly C - reassuring the customer everything will be fine D - obtaining vital information
C - reassuring the customer everything will be fine
Active listening: A - requires the same amount of effort as hearing B - is more effective during face-to-face interactions C - requires you to concentrate on the caller without attempting to do other work during an emergency call D - requires you to smile and stand up during an emergency call
C - requires you to concentrate on the caller without attempting to do other work during an emergency call
A high level of performance is the key factor in creating and maintaining quality service. This ultimately: A - reduces liability risk but increases the amount of complaints received B - increases the number of calls you answer C - satisfies the customers and reduces the risk of liability D - increases the average call length
C - satisfies the customers and reduces the risk of liability
All of the following are important concepts relating to customer service EXCEPT: A - remain calm despite chaos B - be courteous, helpful and kind C - take everything personally D - listen empathetically
C - take everything personally
Two examples of mass casualty incidents are a: A - school shooting and a bomb threat B - bomb threat and a single-car accident C - terrorist attack and a natural disaster D - natural disaster and a single-car accident
C - terrorist attack and a natural disaster
Identify two types of radios used by telecommunicators regularly. A - mobile radio and station radio B - transmission radio and mobile radio C - two-way radio and portable radio D - station radio and two-way radio
C - two-way radio and portable radio
When troubleshooting the telephone system, you should check each line on the phone set to see that there is a: A - blinking light on the display B - headset connected to the phone base C - visual indication that the line is activated D - error message on the display
C - visual indication that the line is activated
Basic questioning involves the telecommunicator asking: A - whether the caller has a cell phone that is charged B - the location, the nature of incident, and time or occurrence C - where ,what, when, weapons, who, and how D - "What is your emergency?"
C - where ,what, when, weapons, who, and how
The highest priority of incoming calls to be answered by a telecommunicator are: A - administrative and/or internal phone lines B - non-emergency lines C - personal mobile phone lines D - 9-1-1 and emergency 7-10 digit phone lines
D - 9-1-1 and emergency 7-10 digit phone lines
A TTY call comes into the dispatch center. The message reads: HLP PLS WIFE NO AIR NEED HOSPVAN. Which of the following is the correct translation? A - My wife needs to get to the hospital. She drowned. B - Help please, my wife doesn't have air in her tires. Her car needs to be towed. C - Our house is on fire. My wife and I cannot breathe due to the smoke. Send an ambulance. D - Help please, my wife is not breathing. I think she needs an ambulance.
D - Help please, my wife is not breathing. I think she needs an ambulance.
All of the following are ways a telecommunicator may receive a TTY call EXCEPT: A - a recorded spoken announcement, such as "HEARING IMPAIRED CALLER. USE TTY." B - TTY caller presses keys to emit audible tones C - a silent, open line call D - TTY caller presses keys to emit a flashing light on the TTY equipment
D - TTY caller presses keys to emit a flashing light on the TTY equipment
Read the following TTY conversation between a deaf caller and a telecommunicator and identify what the telecommunicator is doing wrong. Caller: HELP PLS DAUGHTER FALL HIT HEAD BLOOD GA Call Taker: LOC QQ Caller: 123 MAIN ST GA Call Taker: AMBO ENROUTE A - The telecommunicator did not use a common abbreviation for "ambulance" B - The telecommunicator's short responses come off as cold to the caller C - The telecommunicator should have ended the call with "AMBO ENROUTE SKSK" D - The telecommunicator did not indicate that it was the caller's turn by keying "GA"
D - The telecommunicator did not indicate that it was the caller's turn by keying "GA"
The type of 9-1-1 service that can be as fundamental as dialing 9-1-1 and the phone ringing at the designated public safety answering point is known as: A - enhanced 9-1-1 B - selective routing C - automatic number identification D - basic 9-1-1
D - basic 9-1-1
Immediately after acquiring the necessary information about an incident, the telecommunicator must: A - write up an incident report B - relay information and data to other telecommunicators C - update the media D - dispatch the emergency responders needed to mitigate the incident
D - dispatch the emergency responders needed to mitigate the incident
Every call to the communications center should be treated an a(n): A - non-emergency situation, unless it meets criteria to be considered an emergency B - emergency, unless multiple calls are being received about the same incident C - service call, until proven to be either an emergency or a non-emergency D - emergency, unless proven otherwise
D - emergency, unless proven otherwise
Which of the following is the most common apparatus that telecommunicators will dispatch for the FD? A - ARFF apparatus B - rescue vehicle C - aerial apparatus D - engine
D - engine
All of the following are ways to improve customer service EXCEPT: A - learn about your business and be an expert B - personalize your calls C - represent yourself and your agency well D - follow up with each customer a month after their call
D - follow up with each customer a month after their call
An effective telecommunicator: A - will be able to perform basic emergency response activities B - develops a predetermined response to calls for service C - should alert the public when a complex incident is in progress D - is familiar with preincident plans and organization operations
D - is familiar with preincident plans and organization operations
According to predetermined response plans based on incident type: A - the incident location dictates the resources to be used B - the incident priority level dictates the resources to be used C - the closest unit is the most appropriate unit D - the closest unit may not be the most appropriate unit
D - the closest unit may not be the most appropriate unit
Equal access includes all of the following services EXCEPT: A - response time B - response quality C - hours of operation D - third-party services
D - third-party services
PSAPs may use an internal testing program in which they conduct random TTY test calls. These tests are designed to do all of the following EXCEPT: A - ensure direct and equal access B - check that the TTY equipment functions properly C - ascertain whether personnel have been adequately trained to recognize TTY calls quickly D - weed out the telecommunicators that do not know how to use TTY equipment
D - weed out the telecommunicators that do not know how to use TTY equipment
What information should the telecommunicator try to find out during basic questioning techniques? A - whether the caller has a cell phone where he/she can be reached B - location, nature of incident, time of occurrence, caller's name and phone number C - why the caller is in that location D -where, what, when, weapons, who, and how
D -where, what, when, weapons, who, and how
