APCO TEST STUDY GUIDE | 160 Questions with 100% Correct Answers | Verified | Latest Update, Exams of Study of Commodities

Download APCO TEST STUDY GUIDE | 160 Questions with 100% Correct Answers | Verified | Latest Update and more Exams Study of Commodities in PDF only on Docsity! APCO TEST STUDY GUIDE | 160 Questions with 100% Correct Answers | Verified | Latest Update |25 Pages List the combined verbal and nonverbal elements that communicate to the telecommunicator the situation being reported - ✓✓Comfortable tone Encourages conversation Demonstrates interest Signals understanding Message format List and describe the six components of the communications cycle - ✓✓The sender: the person who initiates the conversation Receiver: The target of the conversation. Can be a person or group. Message: THe idea/purpose of the conversation Medium: The form in which the message is transferred between the sender and receiver. Context: The situation in which the exchange takes place, this includes the relationship between the sender and receiver. Feedback: The response from the receiver to the sender as perceived by the receiver Define active listening - ✓✓Showing interest and understanding in the conversation through a means of physical and verbal cues Define open-ended questions and give an example - ✓✓Questions that require a response beyond a "yes" or "no" forcing the receiver to provide more information. Ex: "How did this happen?" Define "in progress" calls. - ✓✓Those with an imminent threat to life or property and require an immediate dispatch P a g e 1 | 24 Define "just occurred" calls. - ✓✓There is no immediate threat to life or property Define "delayed" calls. - ✓✓When the time of occurrence is unknown and the incident requires a report or investigation Define "abduction/kidnapping" - ✓✓The forcible taking of a person or persons against their will, sometimes with the goal of demanding a ransom or other type of compensation for their return. Explain what the word telematics refers to - ✓✓The technology and industry involved in delivering location based services to consumer driven vehicles. Explain the AMBER Alert system and how it works. - ✓✓A nationwide system that is organized under state or regional plans for the purpose of assisting in the recovery of abducted or endangered children. It uses the Emergency Alert System (EAS) to broadcast a description of the missing child and the suspected abductor throughout the affected community and neighbouring areas. Define paraphrasing and give an example. - ✓✓A short restatement of a previous statement showing understanding. Ex: Sender: "He has a gun!" Receiver: "So you say he has a gun?" Define reflecting feelings and give an example. - ✓✓A short statement restating the feelings or emotions of the sender. Ex: "I understand that you're feeling scared" List the common traps that may prevent or discourage active listening. - ✓✓Conversation overload Personal preoccupation Rate of thought Noise Assumptions P a g e 2 | 24 Potential exposure problems (anything close to the proximity to the fire that may become involved or which, if involved, may escalate the danger greatly) List what fire alarms are designed to detect. - ✓✓Heat, light, flame, smoke, or water flow State what the telecommunicator's first responsibility is in a structure fire. - ✓✓To determine the presence of an actual fire, and determine if the caller is threatened. List the two levels of EMS response and what differentiates them. - ✓✓Basic Life Support: Basic (EMT-B) personnel. EMT-Bs have at least 110 hours of training in patient assessment and treatment of fractures, lacerations, and other minor injuries. They are also CPR trained and are able to provide appropriate care. EMT-Bs provide treatment and transport the sick and injured in cases where more advanced treatments and interventions are not required. Advanced Life Support: Intermediate (EMT-I) or Paramedic (EMT-P) personnel who have advanced training in the care and treatment of the sick and injured. Describe an Emergency Medical Dispatch (EMD) program. - ✓✓A program that helps telecommunicators properly categorize emergency calls for EMS response, and provide medical instructions to the caller prior to response units arriving on scene (pre-arrival instructions). EMD programs use guide cards to assist the telecommunicator in making these response decisions. Explain " call processing ". - ✓✓Actions that include answering the phone, handling the conversation, and gathering incident info Explain why it is important to answer the calls promptly. - ✓✓Because the caller has a problem and expects public safety to help solve it. Describe the proper greeting for the emergency line. - ✓✓" 9-1-1, Where is your emergency?" P a g e 5 | 24 Describe the proper greeting for the non-emergency line. - ✓✓Answer by saying the PSAP or agency you are. Describe the call processing techniques for displaying professionalism and courtesy. - ✓✓Speak directly into the phone mouthpiece, use appropriate tone and manner, show interest in the caller, take charge of the conversation, explain hold/pauses, never argue. Describe how calls should be ended. - ✓✓End the calls positively and politely Define "pertinent information." - ✓✓The info needed to get response unites to the correct location List the four W's. - ✓✓Where, What, When, Who, Weapons Describe the pertinent information that should be gathered under the category of "Where". - ✓✓Where is the exact location, and where inside (if applicable) Describe the pertinent information that should be gathered under the category of "What". - ✓✓Have a brief description of what was happening at the incident Describe the pertinent information that should be gathered under the category of "When." - ✓✓Get a time frame for when the incident occurred Describe the pertinent information that should be gathered under the category of "Who-SUSP info". - ✓✓Descriptive info, name/address, physical and clothing direction of travel. Describe the pertinent information that should be gathered under the category of weapons. - ✓✓Are there weapons at the scene or is someone threatening to use one P a g e 6 | 24 Describe the pertinent information that should be gathered under the category of "Who- Caller info." - ✓✓Caller name, location, and callback number State what telecommunicators should not interject into call information. - ✓✓They should not assert their personal point of view, opinions, supposition, and/or theories List the type of info that should be gathered when taking descriptive info of people. - ✓✓Name, race,sex,age,height,weight,hair,eye color, other noticeable descriptions,clothing List the types of info that should be gathered when taking clothing descriptive info of people. - ✓✓Start at the top and work down, you need the color and style Define the acronym " CYMBALS." - ✓✓Color, Year, Make/Model, Body, Additional info, License number, State license Summarize the suggestions for handling highly emotional callers. - ✓✓Speak in a calm competent voice with a decisive tone Summarize the suggestions for handling child callers. - ✓✓Repeat and rephrase questions so they understand, don't judge the severity of the call for the tone of the child. Explain the purpose of NIMS. - ✓✓NIMS provides a set of standardized organizational structures, including the Incident Command System (ICS) as well as requirements for processes, procedures, and systems to improve interoperability among jurisdictions and disciplines in various areas. Explain the NIMS impact on the telecommunicator. - ✓✓The initial assessment of call details becomes even more critical at the PSAP level. P a g e 7 | 24 Summarize the suggestions for handling demanding "social status" calls. - ✓✓Never allow a caller social status to override a decision as to the priority of the call Summarize the suggestions for handling intoxicated callers - ✓✓Control the call and gather the info about the call and dispatch the help required Describe what ALI stands for - ✓✓Automatic Location Identification Describe what ANI stands for and what it does - ✓✓Automatic Number Identification Describe how a Basic 9-1-1 system works - ✓✓All 911 calls must be relayed to a call center, regardless of whether or not the mobile phone user is already a customer of the network being used Describe how a enhanced 9-1-1 system works - ✓✓Automatically displays the telephone number and physical location of the 911 caller on the emergency operator's screen. Its uses ANI/ALI to locate Describe the difference between Basic 9-1-1 system enhanced 9-1-1 - ✓✓E911 is a service that automatically displays the telephone number and physical location of the 911 caller on the emergency operator's screen. This is unlike Basic 911 service, where the distressed caller has to tell the operator where he or she is calling from Explain why wireless calls may be challenging for telecommunicators. - ✓✓It's hard for PSAP to locate the caller because of the use of a portable divice. There is no permanent location associated with the phone so pinning down where they are becomes difficult. Describe the purpose of an MSAG and the type of information it provides - ✓✓MSAG stands for Master Street Address Guide. What MSAG does is the 9-1-1 calls are selectively routed to the correct PSAP based on the the information that was given through MSAG P a g e 10 | 24 Explain why it's important to verify the incident location prior to terminating the call - ✓✓You need to verify the location because the ALI isn't always right so don't assume the location is right rather double check Describe the type of location information that should be gathered for calls received from PBX system and call boxes - ✓✓You will want to gather the ubit,room,apartment,or office number, floor, street address and city, and any and all other identifying location information. Describe What "liability" generally refers to in legal class. - ✓✓The responsibility one has for his/her actions or omissions. Describe the public's expectation of "standard of care" and how it relates to liability exposure. - ✓✓The standard of care is the level of duty owed by one person to another generally based on what a reasonable person would do in a similar situation. Describe special concerns for liability that occur in call handling. - ✓✓We have to do our job the best that we can because when we are on the phone, we are responsible for caring for those people. It's up to the general public to decide if we were wrong. Briefly explain the importance of keeping work related information Strictly confidential. - ✓✓We keep work related information confidential because we have a duty to keep people safe and when they give us their address and personal info we cannot share this information. Describe three ways to minimize telecommunicator liability. - ✓✓Always follow policy and procedure and you will be okay. P a g e 11 | 24 Describe the difference between the two standards of proof, "preponderance of evidence" and "beyond a reasonable doubt." Which one applies in civil class? - ✓✓Preponderance of the evidence is when one side wins by having more evidence to prove they are in the right than the other side, this applies in civil court. Beyond a reasonable doubt is when the defendant uses points to create doubt in the jury without using evidence of his own. List some typical assumptions a caller might have when contacting 911 - ✓✓They have reached the proper agency The person answering the phone is trained to handle their request The person answering will immediately dispatch the proper agencies The proper agencies will arrive quickly and provide the required assistance The situation will be resolved in an acceptable manner. List three specific types of information the telecommunicator is required to keep strictly confidential. - ✓✓Name, Address, In terms of minimizing a PSAP's risk of liability, briefly explain the importance of training, and standard operating procedures.. - ✓✓As long as people follow a PSAP's policy and procedures there isn't a way people can sue you because there was nothing better you could do. This is very important. State the best method a telecommunicator can use to reduce liability exposure. - ✓✓Always follow policies and procedures, do not stray from these at all costs. Describe Direct Dispatch - ✓✓This is where the call is directly dispatched from the PSAP right after being answered. Describe Call Transfer - ✓✓This is where the call is transferred to the appropriate PSAP for the call P a g e 12 | 24 citizens. The telecommunicator is also in charge of notifying any other departments of the situation at hand, as it is needed. Describe the FCC and their role in public safety radio communications - ✓✓The FCC is a government agency responsible for regulating the use of radio, television, wire, satellite, and cable to communicate. The FCC is the organization that regulates the radio transmissions and, if needed, will enforce them with fines and suspensions. List two incidents that may be considered "High Risk" calls and two that may be considered "Specialty" calls. - ✓✓High risk calls include situations that have additional danger for the response units. Ex. Domestic calls, Shot heard/shots fired, a fight, etc. A specialty call includes any call that would need additional personnel that can handle complex responses or technical issues. Ex. Bomb squad, Hazmat units, airport fire units, etc Explain what "radio" is. - ✓✓"Radio is a means of transmitting information without physical connections between the engender and receiver. Radios are designed for one person to talk at a time. Because radio frequency energy can be transmitted without wires, it is a valuable way of conveying information when the ender, the receiver, or both are in motion." Wireless communication :) Describe the basic functions of a transmitter - ✓✓The radio transmitter hears the message from the speaker, and transforms it into an electrical signal. Describe the basic functions of a receiver - ✓✓The receiver hears the electrical signal, changes it back into audio, and emits it from a speaker. Describe the basic functions of a base station - ✓✓The base station radio has powerful transmitters and receivers with antenna systems that can receive weak signals. Because it is more powerful, the P a g e 15 | 24 base station may be able to hear messages that other mobile radios didn't receive, so it may have to rebroadcast more powerful messages. Describe the basic functions of a repeater - ✓✓Repeaters are used to extend the range of a radio. It receives the electric signal, duplicates it, and sends out a more powerful signal. Describe the basic functions of a mobile radio - ✓✓Mobile radios are permanently connected to a vehicle, and are more powerful than a portable radio but less powerful than a base station. Where and why do responders use portable radios - ✓✓Portable radios are used away from the vehicle and by units to communicate among themselves or the PSAP, however the range is limited. Describe the basic functions of a radio pager - ✓✓A radio pager can only receive radio information and can be programmed to receive certain messages. Explain the evolution of today's modern public safety radio systems - ✓✓Um no It was shit, then it wasn't. What do you want from me Before was ever a thing, communication happened through street lights and telephones which weren't very effective. Once AM radio was invented the government began to interrupt public broadcasting with calling all cars messages. Explain "front end" and "Rear end" clipping - ✓✓Front end and rear end clipping are when the broadcaster pushes the button too late to properly broadcast their message and when they let go of the button too early to properly broadcast their message. List and describe the basic equipment and components of a public safety radio system. - ✓✓The basic equipment consists of a base station, a remote repeater site, and a portable or mobile radio. P a g e 16 | 24 Explain the telecommunication's roles in equipment care and maintenance - ✓✓In a PSAP, there is usually a set schedule consisting of regular testing of a radio system. While a telecommunicator may not be directly responsible to maintain the radio system, they are responsible to report any lapse in radio effectiveness. Describe the types of radio systems typically used in public safety communications - ✓✓The types of radio systems used in public safety consist of the simplex and duplex systems. The simplex system uses one frequency to transmit and receive all broadcasted messages for each channel, while the duplex system has two frequencies per channel, one to receive and one to transmit, to avoid self interference. Describe what is meant by "radio frequency" and how it relates to public safety communications. - ✓✓Radio frequency is the signal used by each radio system. Radio frequency is used in public safety to denote different channels and different organizations as a whole, so they don't interfere with each other's messages. Describe radio interoperability and why is it necessary in public safety communications. - ✓✓Radio interoperability is when multiple psaps or agencies communicate with one another using a dedicated frequency. It becomes necessary during large-scale disasters so multiple agencies can communicate. Describe the relationship between a telecommunicator's code of ethics and that of the PSAP. - ✓✓In all we should all have the same goal, to assist the public in an emergency situation. We as telecommunicators should follow the "code of ethics" for the good of our PSAP. Respect the chain of command at all times. Have a clear definition of roles for managers and supervisors. Explain the purpose of a formal organizational structure. - ✓✓It is important to have rules and policies that leave little discretion for interpretation. Meaning that a formal organizational structure is to have P a g e 17 | 24 List the type of info provided by CAD mapping systems - ✓✓CAD mapping systems can show the location of a caller based off their location. CAD mapping shows the area around and is very useful when communicating with ground teams. What is the appropriate attire for telecommunicators when appearing in court? - ✓✓Wear business attire, men should always wear a tie, women always wear a dress. Hair and beards need to be groomed. Name three tips for effective delivery of courtroom testimony. - ✓✓Keep your voice and style of speech business like. Speak in a moderate tone and loud enough for everyone to hear you. When answering questions face the judge and jury, but acknowledge the prosecutor. Describe the concept of "negligence" and how it is proven in a lawsuit. - ✓✓Negligence is failure to act to help someone when you have the ability and are responsible for making sure that person is safe. Explain why standard operating procedures (SOP'ss) are important in terms of PSAP operations and Liability. - ✓✓These are important because they are less important than POPs (policy and procedures) but they steer you on the right track to hit the POPs. What five categories of preparation for a court appearance are given in Module 13? - ✓✓Know your policies and procedures. Stay in constant contact with the prosecutor. Keep all facets of your case confidential. Review all information several times before court date. Keep your Ethics intact. P a g e 20 | 24 Describe one special liability concern related to media inquiries. - ✓✓You never want to give away information to the media that is not public, so before you give anything out be sure to refer to your PSAP's Policies and procedures. When speaking of a civil case, like liability, what does the term "damages" refer to? - ✓✓The term damages refers to any money being taken/owed in the civil situation. What is meant by the "reasonable and prudent person" standard? How is this standard used by the courts? - ✓✓This is the difference between civil court and criminal court, civil court whoever has more evidence wins, in criminal court it is the jury's opinion. Describe why shift work is stressful on the mind and body. - ✓✓It forces your body out of its biological clock. List the most apparent signs of mental stress. - ✓✓Headaches, sleep disturbances, short temper, job dissatisfaction, low morale, and difficulty concentrating. List the most apparent signs in physical stress. - ✓✓Soreness in the back, neck, shoulders or joints, indigestion or heartburn, headaches, weight gain, and sleeplessness. List and describe the most apparent signs of secondary stress. - ✓✓A loss of innocence, cognitive distortion, more aware of what actually goes on in the world. Describe three strategies for coping with secondary stress. - ✓✓Do self assessments regularly, ask yourself how am i doing, ect... List and describe tips for reducing stress. - ✓✓Eat good meals before going to work Make sure you get lots of sleep P a g e 21 | 24 Schedule vacations Alternate between workstations and stand up Leave work problems at work and home problems at home Accept that one cannot solve every single problem. Describe three essential success factors in teamwork in the PSAP. - ✓✓Team leadership that clearly identifies the common goal. All team members must communicate and coordinate efforts. All team members must know their role. List three possible sources for interpersonal conflict in a PSAP. - ✓✓Personal clashes, discrimination, or harassment. State who has ultimate control over your state of mind. - ✓✓You are the only one who has ultimate control over your state of mind. Explain the purpose of critical incident stress debriefing (CISD). - ✓✓This is a process that helps employees get through highly stressful, traumatic times. The CISD is designed to lessen the overall impact of the event. Describe why telecommunicators need continuing education. - ✓✓Because there is always something new to learn when it comes to dispatching, and technology can sometimes change rapidly. Describe three ways telecommunicators can have ongoing professional development. - ✓✓Training, professional affiliations, and community outreach. Describe what is involved in law enforcement communications. - ✓✓Dispatch communications and resource management of law enforcement units such as: P a g e 22 | 24