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APCO PST1 Study Guide With Correct Answers.
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APCO PST1 Study Guide With Correct Answers.
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APCO PST1 Study Guide With Correct Answers.The term "PSAP" stands for "Public Safety Access Point" - Answer FALSE
Professionalism is defined by who you are, what you do and how others
perceive you. - Answer TRUE
Ethics involves an individual's personal, professional and organizational
rules of conduct. - Answer TRUE
The operational relationship between telecommunicators, supervisors
and managers is defined by the PSAP's: - Answer Chain of
Command
The three primary disciplines of public safety communications are law
enforcement communications, fire service communications and
emergency management communications. - Answer FALSE
The term "vital services" defines the primary functions or tasks of public
safety communications systems. - Answer TRUE
The vital services of a public safety communications system are to
provide communication between the PSAP and: - Answer The public, agency personnel, and other agencies
A process for supplying supplemental personnel, equipment or other
resources to assist other agencies in time of need is referred to as: - Answer Mutual Aid
A policy is a guide to action and a procedure is a guide to thinking. - Answer FALSE
The six components of the communications cycle are: - Answer Sender, receiver
Demonstrating an interest and understanding in what is being said by
staying focused, asking questions, listening for the main point and
listening for the rationale behind what is being said is the definition of: - Answer Active Listening
Physically signaling that you are listening is applying the listening
technique of: - Answer B. Nonverbal attending
Because the telecommunicator cannot see callers on the phone,
nonverbal communication plays no part in handling public safety calls for
service. - Answer FALSE
A question that cannot be answered "yes" or "no" is referred to as an
open-ended question. - Answer TRUE
Repeating in a short declarative statement the emotions or feelings the
speaker is communicating is applying the active listening technique of APCO PST1 Study Guide With Correct Answers.
paraphrasing. - Answer FALSE
An observation is based on assumptions and an inference is based on
facts. - Answer FALSE
As 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. - Answer TRUE
Quality Assurance programs in the PSAP include actions taken to
ensure that standards and procedures are met and followed. - Answer TRUE
Emergency calls can only come in on emergency lines - Answer FALSE
If a Telecommunicator can only get one piece of information from a
caller, it should be: - Answer Where
Giving legal advice and/or personal opinions to callers is all part of a
telecommunicator's job. - Answer FALSE
An accurate description of weapons is critical information for response
units. - Answer TRUE
The telecommunicator should always verify the: - Answer Incident location
The most important information the telecommunicator needs to receive
when processing wireless calls is: - Answer Where (location)
Relying on memory during information gathering is a good way to get all
the details. - Answer FALSE
The acronym "CYMBALS" is designed to assist telecommunicators when
taking: - Answer Vehicle description
Persistently asking for the same information without changing the words
spoken is: - Answer A technique used with hysterical callers
Guidecards provide questions for telecommunicators to use for obtaining
pertinent information, analyzing incidents, and determining response
level. - Answer TRUE
The ALI is the calling party's telephone number and the ANI is the calling
party's address and dispatch information. - Answer FALSE
E9-1-1 systems enhance Basic 9-1-1 systems by automatically providing
the caller's telephone number and physical address. - Answer TRUE
The number used by wireless carriers to route the call and identify the
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