When gathering data, most of your data comes from:
B the caller
The generally accepted time period for effective dispatching is:
B one minute from the time the call is answered
A system of principals and personal conduct bestdescribes:
B ethics
Based on protocols, the most important piece of information required is:
D the location of the incident being reported
The default routing of 9-1-1 calls is based upon
B the telephone exchange area
The three main features of Enhanced 9-1-1 emergency telephone service are
A ANI, ALI, and selective routing
Cordless telephones at low battery power may:
B cause false calls to 9-1-1
When a call is received from an individual who is contemplating suicide, the call:
A is a true emergency and must be handled professionally
The bestway to control the conversation of a caller is by:
D taking a calm and professional approach
VHF (very high frequency) low band frequencies range from
A 25 MHz to 50 Mhz
Once the fire location information for a reported structure fire has been obtained, the nextmost critical information would be type of structure, as well as:
D what's burning and possible hazards or exposures
Information concerning _______ that may be close to the structure, vehicle, or brush on fire is also very important
C exposure
Prearrival instructions for medical emergencies:
C help calm the caller
The four key questions a telecommunicator uses for a call requiring emergency medical dispatch protocols are: What is the chief complaint?", "What is the patient's approximate age?", "Is the patient conscious?", and:
B "Is the patient breathing?"
When advising an owner or manager of a business about a potential bomb, the telecommunicator should:
D not advise that the building be evacuated
Telecommunicators should obtain the name, address, and call back number of persons reporting incidents to the department. If a caller insists on remaining anonymous:
A do not persist in trying to obtain the name, but get as much other information as possible
On a "shooting" complaint, the telecommunicator should determine:
A whether the shot was fatal
B how many times the victim was shot
whether the shooting was accidental or a deliberate act
C whether the shooting was accidental or deliberate act
D the description of the suspect
C whether the shooting was accidental or deliberate act
When communicating with a Telecommunication Device for the Deaf (TDD), what abbreviation is used to alert the other person it is his/her turn to type?
D GA
When a silent call is received, the telecommunicatior should:
B verify the use of a Telecommunication Device for the Deaf (TDD)
When a telecommunicator receives a request for assistance on a nonverbal communications device what is the most important information to obtain
C location of the incident
When communication with a Telecommunication Device for the Deaf (TDD) the abbreviation ______ of the statement is used to indicate that a questing is being asked
A Q GA at the end
An alarm system connected to the local fire and police is known as a ______ alarm
D direct-connect
The calltaker can obtain and record concise information from the caller by
A using a protocol listing specific questions
What statement best describes a policy?
C a policy is a general course of action that is desired
Standard operating procedures are often referred to as policy and procedures or rules for:
C decision making
The correct processing of emergency calls is greatly facilitated by the use of:
B SOP's
If there is no policy, procedure, or protocol for a certain type of event, the telecommunicator should
A rely on professional experience as a guide
In handling a lost child complaint, the telecommunicator should always:
D follow policy, procedure, and protocol
When an emergency call is received, the telecommunicator must strive to:
C hear and understand what the caller is saying
A policy is normally described as
D general issues or actions that are required in certain circumstances or events
Adopted practices based on general information and accepted practices defines:
A priority systems
B resources status monitoring
C response criteria
D standard operating procedures
D standard operating procedures
Wireless 9-1-1 standards will require
D all of the above
T/F A key component of the decision-making process is to know what resources are available and their location
T
The telecommunicator controls the telephone conversation through
D all of the above
On a "motor vehicle accident" call, any report of gasoline spillage should result in:
D a fire dispatch
The actual unit assignment may result in the modification of the response based on the nature of the incident, location, resources available for assignment, and:
C the volume of calls received
You are about to enter a call when your coworker tells you to proceed differently than you were taught. The supervisor is unavailable. What do you do?
B follow your standard operating procedures
Callers who are unwilling to give their names should be:
advised that responders cannot respond without proper identification of the caller
D advised that the caller's name is not needed.
A assured that good-faith callers are not punished in any way, but the information is vital for proper response
Police units often patrol set geographical areas called
D all of the above
Many of the newest computer-aided dispatch (CAD) systems contain sophisticated
D mapping displays
In an age of computers and electronic displays, it is still vital for the telecommunicator to be able to locate specific points on a
C conventional map
When someone calls to report a violent crime, once the telecommunicator determines the location of the crime, the next question should determine:
C whether the incident is still in progress
When a calltaker transfers a caller to another extension or number without first checking to see whether anyone is there to take the call, it is referred to as a ____transfer
B blind
You answer a 9-1-1 call from a caller who reports a chid has fallen into a pool and is not breathing. You should refer to the agency's:
B medical protocols
What protocol should be followed for calls involving entry into a structure
D burglary
It is early morning on a day in Feb. You are the calltaker when the 9-1-1 phone rings. The ANI/ALI display shows nothing and the caller is reporting that he ran his car off an icy road. The sound is scratch and you cannot understand some words. You think the caller says people are hurt, but you are not sure. The caller says he is on Hwy 7 near Main St. Then the call terminates in a rush of static
What important piece of information should the calltaker have obtained?
D callback number
A few callers are so excited or emotional that initially they do not hear or respond to the calltaker. In these cases, the calltaker can use a technique to get through the emotions and calm the caller. This technique is called:
B repetitive persistence
When obtaining information regarding an incident, which of the following would not beconsidered a challenging caller?
C Victim
Providing direct assistance or advice to callers for handling their emergency situation defines:
A prearrival instructions
T/F Prearrival instructions can be provided by the professional telecommunications without the use of an agency-approved protocol.
F
A special form of communications where by ideas are conveyed over a distance utilizing media such as telegraph, telephone, cable, or radio is called
A Telecommunications
The telecommunicator receives notification of incidents by various methods, including:
B alarm systems, radios, and telephone
The most significant benefit of 9-1-1 emergency telephone services is that it:
C reduces response time from emergency service agencies
Two Forms of communication are:
B verbal and non verbal
On "bomb threat" calls, it is important to note background noises to:
D provide clues to the origin of the call
The loop of understanding is the process of:
B providing or requiring feedback
When taking calls involving mentally ill individuals, it is required that the telecommunicator determine whether the person is:
B homicidal or suicidal
When answering multiple calls, the telecommunicator should:
C handle emergency calls first
A negative ________ can block, inhibit, or distort communications.
C attitude
In order for the telecommunicator to obtain pertinent information, it may be necessary to:
C elicit necessary information quickly and accurately from the caller
The three most common barriers to effective communications are physical barriers, language barriers, and _______ barriers.
D emotional
To overcome the highly emotional state of mind of some callers, it may be necessary to use various forms and stages of personality projection and:
B repetitive persistence
Protected premises that transmit an alarm to a nonlocal location use a ______ system
B remote station
An alarm system connected to a community-based alarm company is known as a _________system.
C central station monitoring
The acronym TDD stands for
A telecommunication device for the deaf
The quality of a response is based on the quality of:
B interrogation
A highly defined procedure placed into a reference system is known as a:
A protocol
Which statement best describes a protocol?
B a protocol is a highly defined procedure placed into a reference system
The correct international spelling of the chemical name Ethanol is:
A Echo Tango Hotel Alpha November Oscar Lima
T/F The calltaker has to collect the same basic information regardless of the type of structure fire reported
T
A telecommunicator receiving a call must first determine:
B whether emergency help is needed
Of the following EMS units, which are equipped with specialized medical paramedics trained to handle the most serious medical emergencies?
A ALS units
An emergency call may come from some place other than the location of the emergency. In such instances, it is important to obtain the:
D location of both the caller and the emergency incident
The telecommunicator may obtain the caller's phone number by a communication display. However, the telecommunicator should:
A confirm the phone number with the caller
Using maps, the telecommunicator can select the best ____ for a responding unit or select the ____ resources for an incident.
B route, closest
The emergency telecommunicator must possess various knowledge elements, skills, and abilities. Which of the following is an example of an ability?
A keeping track of multiple field units
T/F The telecommunicator should always err on the side of caution and send units if there is any doubt.
T
Telecommunicators should process a reported fire alarm sounding basically the same as they would a/an:
C structure fire
Providing direct assistance or advice to callers for handling their emergency situation defines:
A prearrival instructions
T/F Prearrival instructions can be provided by the professional telecommunicator without the use of an agency-approved protocol.
F
Call control refers to:
D the average call processing times
T/F If utilizing a CAD, the telecommunicator need not be concerned with resources since the CAD will recommend units.
F
What is the most important instruction to provide a caller who reports an in progress incident?
D tell the caller to get to a safe place.
T/F Radio logs, status lights, and AVL are ways to monitor resources
T
An authoritative voice is used to
A. intimidate the caller
B make the dispatcher seem important
C give credibility to your instructions
D get a caller to raise his voice
C give credibility to your instructions
It is important that telecommunicators be familiar with the geography of the area that they serve. One of the primary reasons for this is that:
D calltakers must ensure that a call for service is within the agency's scope of responsibility
Following specific prearrival instructions, the telecommunicator may have to advise the caller to
D evacuate the patient/victim from immediate hazards if it is safe to do so
A method was devised to allow for the clear transmission of letters over the phone and radio. This method uses the ______ alphabet.
A international phonetic
Which of the following is not a skill to be used by a call taker to communicate with an hysterical caller?
A call referral
A vital role of the telecommunicator is to provide:
B additional information that affects the incident
An electronic way to be notified of a fire is through a/an:
D direct-connect alarm
The incident term that represents contacting outside agencies for additional resources is:
A mutual aid
An emergency call is received at your center. By following a protocol system, the call is determined to be a fall--no priority symptoms. An ambulance, no lights or sirens, is dispatched and the call disconnected. About two minutes later the same party calls back reporting an unconscious person. Your next course of action would be to:
D relay the new information to the dispatcher to upgrade the response
A call is received via 9-1-1 for a dog running loose in the neighborhood. To clear this call from the 9-1-1 line, the telecommunicator might:
B obtain the location and other pertinent information and relay the information to animal control
T/F radio transmissions are not governed by the rules of confidentiality
F
Telecommunicators can release time, names, and addresses of homicide victims to the media
F
T/F customer service and public relations are not important to telecommunicators
F
T/F the improper use of confidential information can be a violation of both criminal and cival law.
T
T/F Disclosure of criminal history information by a telecommunicator to a local newspaper reporter is acceptable since it is public information.
F
Many agencies require their call takers and dispatchers to refer questions from the media to the:
C supervisor
Author
josandrajcalves
ID
224222
Card Set
T1/T2
Description
International Fire Service Training Association; First Edition
