APCO Exam and answers
PSAPPublic Safety Answering Point
ProfessionalismWho you are (inner character), what you do (behavior
exhibited) and how others perceive you (image projected)
EthicsInvolves an individual's personal, professional and organizational
rules of conduct
Code of EthicsPr...
APCO Exam and answers
PSAP✔✔Public Safety Answering Point
Professionalism✔✔Who you are (inner character), what you do (behavior
exhibited) and how others perceive you (image projected)
Ethics✔✔Involves an individual's personal, professional and organizational
rules of conduct
Code of Ethics✔✔Professional conduct code or some other formal guide for
actions and behavior, based on the community's expectations
PSAP's Chain of Command✔✔Defines the relationships between frontline
telecommunicators, supervisors and managers
Three Primary Disciplines of Public Safety Communications✔✔Law
enforcement communications, fire service communications, and emergency
medical service communications
Tasks of Public Safety Communications✔✔Communication with the public,
communication between members of the same agency, communication
between public safety agencies, communication between public safety
agencies and support services
Mutual Aid✔✔A process of supplying supplemental personnel, equipment or
other resources to an incident to assist agencies that may be in danger of
becoming overwhelmed in their response
Policy✔✔A guide to thinking
, Procedure✔✔A guide to action
Six components of the Communication Cycle✔✔Sender, receiver, message,
medium, context and feedback
Active Listening✔✔Demonstrating an interest and understanding in what is
being said through staying focused, asking questions, listening for the main
point and listening for the rationale behind what is being said
Nonverbal Attending✔✔Physically signaling that you are listening
Open-ended questions✔✔Questions that cannot be answered with yes or no
Reflecting Feelings✔✔Repeating in a short, declarative statement the
emotions or feelings that the sender is communicating
Observation✔✔Based on facts
Inference✔✔Based on assumptions
Define the acronym CYMBALS✔✔Color, Year, Make, Body, Additional
Information, License Number, State of License
What is the most important information to gather from a call✔✔Where the
incident is
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