APCO 9-1-1 Call-Taker
70%
as of 2010, the FCC stated that approximately ________ of all calls to PSAPs were originating from cell phones
observation
based on facts
dedicated lines to send the caller to the correct answering point
which of the following is part of a Basic 9-1-1 system?
true
(sik) Liability is something that is claimed as existing or being as described but not yet proven
Do Not Resuscitate
DNR stands for...
true
an accurate description of weapons is critical information for response units
150
the average individual speaks at a rate of approximately how many words per minute(WPM)?
spectrum
the complete range of radio frequencies
standard of care
the duty of one person to another is defined as
direct dispatch, call transfer, call relay, and call referral
the four basic operational methods for call routing are...
burnout
the long-term effect of mental stress is sometimes called...
P-ANI
the number used by wireless carriers to route the call and identify the cell site from which the call originates is referred to as the...
sender, receiver, context, message, medium, feedback
the six components of the communications cycle are...
"reasonable and prudent"
the standard used in decided liability is what a _______ person would do in a similar set of circumstances
Telematics
the term for the industry involved in delivering location based service to consumer driven vehicles is...
AMBER Alert
this system is a nationwide system organized under state or regional plans to assist in the recovery of abducted or endangered children
Voice Carry Over (VCO)
uses both voice and text communication in the same call
false
very few public safety organizations have websites and/or social media presences
17
victims of _____ years of age or younger may be entered into the AMBER Alert system
true
video, text, and other data features of smartphones are posing new challenges to PSAPs to adapt to new technologies
true
when communicating with a TTY caller, the TC should type GA to indicate they want the other person to speak
false
when communicating with a TTY caller, the TC should type SK to indicate they want the other person to speak
preliminary information
when handling fire service calls, what should be kept to a minimum?
Next generaton 9-1-1
which system will allow anybody to contact 9-1-1 from any internet enabled device or through existing telephone systems?
guide to thinking
A policy is a...
guide to action
A procedure is a...
false
CAD system configurations are the same in all PSAPs
if one portion of CAD fails backup systems can keep CAD running
CAD systems are usually designed with the built-in redundancies because...
Critical Incident Stress Debreifing
CISD stands for
employee assistance programs
EAP
CAD, maps, and the internet
Examples of PSAP informational sources are...
false
MDT/MDC systems can increase the amount of air time by a telecommunicator
Master Street Address Guide
MSAG stands for...
National Crime Information Center
NCIC stands for...
false
PBX systems pinpoint the exact location of the caller
Who you are, what you do, and how others perceive you
Professionalism is defined by...
false
TC's should depend on their recording devices to remember information missed during a call
false
The "Echo Procedure" is used in radio transmission to assign response units
"9-1-1 where is your emergency?"
The 9-1-1 line should be answered with the greeting...
Radio interoperability
The ability for multiple agencies to converse with one another using common radio frequencies
ANI
The calling party's number
Chain of Command
The relationship between PSAPS telecommunicators, supervisors, and managers, is defined as...
Public Safety Answering Point
The term "PSAP" stands for...
law enforcement, fire service, and emergency medical
The three primary fields of public safety communications are...
The public, agency personnel, other agencies, and support services
The vital services of a public safety communications system are to provide communications between the PSAP and...
Quality Assurance programs
___________ include actions taken to ensure that standards and procedures are met and followed
just occured
a hold-up call reported within a minute of the suspect fleeing the scene could be classified as...
emergency medical dispatch
a program that helps TC's properly categorize emergency EMS calls and provide pre-arrival instructions is...
true
a silent open line call must be considered a potential TTY call until proven otherwise
MDT/MDC
a small computer terminal that permits data transfer between the response units and PSAP
an emergency button activation, no voice call
a telematics call that is similar to a 911 open line call is...
mobile radio
a transmitter and receiver mounted in a response vehicle is a...
Discretionary act
actions taken where there are no hard and fast rules
soreness in the back
an example of physical stress in the communication center might be...
true
as a part of customer service, callers expect to talk to a professional be treated with courtesy, and speak to a person who can solve their problem
false
because telecommunicator cannot see callers on the phone, nonverbal communication plays no part in handling public safety calls
30 seconds
broadcasts should last no longer than...
false
calls via a video relay service can only come into the PSAP on special 7-1-1 lines
Terrorism
criminal acts involving the unlawful use of force against persons or property to intimidate or coerce a government, civilian population, or any element of society in furtherance of political or social objectives
false
emergency calls can only come in on emergency lines
2045hrs
forty-five minutes after 8:00pm in 24-hour (military) time is...
false
giving legal advice and/or personal opinions to callers is a part of a telecommunicator's job
public safety mobile systems
in addition to the AVL, the department of homeland security is continuing to develop what to improve unit safety and deployment?
exposure
in the fire service, this means anything in close proximity to a fire that could become involved
false
it is acceptable not to acknowledge certain units
false
it's very uncommon for Telematics operators to relay wireless 911 phase 1 or 2 data via the telephone
Federal Communications Commission
limitations on radio power, antenna height, and frequency use are set by the...
escalating emergencies
little prioritization is needed for fire service calls because they are generally...
QA/QI purposes
logging recorder information can be used for...
residence phone numbers
mapping systems integrated with CAD can provide all the following except...
non-verbal attending
physically signaling that you are listening is applying the listening technique of...
risk management
preventing, eliminating, or mitigating exposure to adverse circumstances is a process referred to as...
enter the vehicle into the NCIC system
prior to contacting a telematics operator for stolen vehicle tracking, the telecommunicator must....
speak unemotionally
proper radio demeanor and attitude requires that you...
false
public safety agencies generally do not have access to closed circuit TV (CCTV)
true
radio consoles are devices used to operate remote radio equipment from a central location
false
repeating in a short declarative statement the emotions or feelings the speaker is communicating is applying the active listening technique of paraphrasing
simple and to the point
sentence structure in TTY should be
false
shift-workers experience the same amount of stress as non-shift workers
robbery
taking property by force or threat of force is...
response units
the TC is a vital link between callers and...
false
the TC should always reassure callers that response units will be right there
vehicle descriptions
the acronym "CYMBALS" is designed to assist when taking...
MSAG
9-1-1 calls are selectively routed to the correct PSAP based on the...
Mutual Aid
A process for supplying supplemental personnel, equipment, or other resources to assist other agencies in time of need is referred to as...
open-ended
A type of question that cannot be answered "yes" or "no" is referred to as...
an individual's personal, professional, and organization rules of conduct
Ethics involves...
ALI
The calling party's address
Guidecards
Which item provides questions for telecommunicators to use for obtaining pertinent information, analyzing incidents, and determining response units?
E9-1-1
Which systems enhance Basic 9-1-1 by automatically providing the caller's telephone number and physical address?
repeater
a device that extends the range of radio communications is a...
true
a radio pager is a device containing a one-way receiver and decoder that may be activated from the PSAP
false
a simplex radio system allows for many talk groups to share the same frequencies
TTY
a terminal type device with a keyboard and a display used by the hearing impaired to communicate via telephone line is a
Conference In
allows the TC to communicate directly with the Telematics subscriber reporting the emergency
a brief statement explaining the reason for the hold
always preface holds with...
inference
based on assumptions
active listening
demonstrating and interest and understanding in what is being said by staying focused, asking questions, and listening for the main point and rationale behind what is being said is the definition of...
where
if a telecommunicator can only get one piece of information from a caller it should be...
proper prioritization
in law enforcement calls, what is essential?
XXXXXXX
indicates a mistake
QA
indicates a question is being asked
Response unit safety
performing regular radio status checks on response units can enhance...
a technique used with hysterical callers
persistently asking for the same information without changing the words spoken is...
False
portable radios allow response units to communicate only amongst themselves
younger residents, hearing and speech-impaired residents, anyone who cannot make a voice call due to safety concerns
text to 9-1-1 is especially important to which demographic?
distinctly spell words which could be misinterpreted
the Phonetic Alphabet is used in radio broadcasting to...
Telematics Call Center
the abbreviated TCC stands for...
BOLO
the abbreviation ATL refers to the same type of radio broadcast as...
ASL
the abbreviation for the language expressed through hands and body movements to relate concepts rather than complete sentences is...
AVL
the abbreviation for the technology that provides a mapped location of response units is...
ACN
the abbreviation used to describe the automatic transmission via wireless technology of critical vehicle and occupant data immediately following a crash is...
willingness to upgrade skills, commitment to ongoing training
the increasing pace of change of technology in the public safety sector presents which of the following challenges specifically to the telecommunicator?
VoIP
the technology that allows you to make telephone calls using the internet is...
the primary functions or tasks of public safety communications systems
the term "vital services" defines...
at the time of the call and/or whenever the TCC operator asks the location
when is the location determined at the TCC?
transmitter
when someone keys a radio's microphone and speaks, a ________ turns the voice into an electronic signal
emergency key press, automatic crash notifications, vehicle location assistance
which is a type of call the PSAP may receive from a TCC?
a federal initiative to create a network to support improved communication
which of the following best describes the FirstNet concept?
directly dispatch an ambulance
which of the following is not a service of TCC's?
smart vest
which of the following technologies can potentially detect an impact like a gunshot to a first responder?
