JSO 3A Review Exam Study Guide: PECO Call Handling Procedures, Exams of Production Planning and Control

Download JSO 3A Review Exam Study Guide: PECO Call Handling Procedures and more Exams Production Planning and Control in PDF only on Docsity! JSO- Lesson Plan 3A Review Exam Study Guide Questions and Answers. 1. Jacks 911 & Surname - Correct answer The PECO shall answer all incoming 911 calls with 2. Jacksonville Sheriff's Office and their Surname - Correct answer The PECO shall answer all incoming non-emergency calls with 3. 3 Rings or 10 Seconds - Correct answer all calls must be answered within ______ or ______ per the Florida Plan Administrative Rule 362. 4. Public Safety Answering Point - Correct answer what does PSAP stand for? 5. Police, is this an emergency? Or Police Department, can you hold? - Correct answer PECO's shall never answer the telephone? 6. Answer the other lines on hold - Correct answer what should s PECO do once they have completed a call and see other lines are on hold? 7. Transfer to a Supervisor - Correct answer what should a PECO do with time consuming calls? 8. Professional and Courteous - Correct answer PECO's telephone demeanor shall remain what at all times? 9. Attempt to de-escalate the situation - Correct answer if a PECO is unable to resolve an irate callers issue what should the PECO do? 10. Tact & Voice Control - Correct answer what can help calm callers who are angry or upset? 11. The nature of the call, location and call back number - Correct answer PECO's can receive both emergency and non-emergency calls on 911, what much the PECO quickly ascertain from the caller? 12. Keep the caller on the phone if it is safe to do so - Correct answer if a caller is reporting a crime in progress what must the PECO do? 13. Caller's Location Information - Correct answer what does the Automatic Location Information (ALI) display? 14. Caller's Name and Phone Number Only - Correct answer what does the Automatic Number Identification (ANI) display? 15. Allows consumers to make & receive calls using high speed internet connection - Correct answer what is VoIP? 16. 911 or non-emergency - Correct answer VoIP calls can be received on what lines into the Communications Center? 17. Signal 76 - Correct answer when initiating a call for assistance with JFRD on medical calls it should be sent as a what? 18. Location & Telephone Number - Correct answer prior to transferring and call to JFRD what will be verified? 19. Number & Location has been provided - Correct answer also, after transferring a call to JFRD, PECO's shall stay on the line long enough to verify? 20. Stay on the line and be prepared to take over the call if needed - Correct answer Most signal 60 callers should not be transferred to JFRD. A fellow PECO will relay the information. In cases where the caller is transferred and requests to speak to JFRD what should the PECO do? 21. Transferred to JFRD - Correct answer Calls that involve accidental ingestion of a poisonous substance shall be__________ who will make the determination to contact poison control. 22. JFRD, Service - Correct answer Calls involving children locked in vehicles will be immediately transferred to ______ and a call for _____ to assist will be generated 1. Fire/ Explosion 2. Wire Down 3. Arson 4. Has Mat 5. Railroad Crash 6. Someone Hurt - Correct answer Give 6 examples of calls that require immediate transfer to JFRD. 23. If there is a crime - Correct answer what must the PECO determine on calls received of someone hurt? 24. YES - Correct answer can a fellow PECO who is not currently handling a call relay info to JFRD? 46. Complete a Services Information Form - Correct answer when a caller has information regarding on-going criminal activity, but not sufficient activity to send a patrol unit at the time of the call what should the PECO do? 47. United Way 211 - Correct answer where do calls regarding social services get referred to? 48. Bone fide, Police will be dispatched - Correct answer Calls regarding suspects who have been seen on television, newspaper or other media should be treated as ______ and relayed to the proper division by telephone during normal business hours or a services information form submitted, if the location of the suspect is known at the time of the call them _______________. 1. The suspect or caller could report to the fugitive Office in person 2. Obtain info from a patrol officer or at a substation 3. Report a call to suspect’s current location 4. Use FDLE website 5. Contact local bonding agent - Correct answer Information request regarding warrants/ capiases (signal 99's) should not be transferred to the fugitive office. The caller or suspect has the following options? 49. School Board Transportation Office - Correct answer Calls from parents regarding transportation of their children on public school buses during the hours of 0730-1630 are referred where? 50. 630-CITY or File a complaint with Animal Control via their website - Correct answer For nuisance animal complaints where non-threatening dogs are running loose and there is no immediate or possible danger to people the citizens will be referred to (give both options) 51. Language Line - Correct answer if a caller speaks a foreign language and no one with him speaks English what the PECO shall utilized this? 52. Call Taker - Correct answer the concept of Call Management begin with the 53. Towed Vehicle Tracking Database - Correct answer All repossessions of vehicles and towed vehicles reported within Duval County, including military bases, shall be entered into the. 54. 10-28 & 10-29 - Correct answer PECO's will ensure that _____ and ______ are queried by both vehicle identification number (VIN) and tag before releasing the line with the caller. 55. Contact Finance Company - Correct answer Caller's will be advised when their vehicle has been repossessed to? 56. Name, Address, Phone # - Correct answer PECO's will not give out the towing company's_______, _________, _______ or vehicle storage address to a citizen with regards to vehicle repossessions. 57. Tele Serve or State Attorney's Office (SAO) - Correct answer Calls regarding legal questions will be referred to _______ or ________ during normal business hours. 58. What is a Voice Carry over call? - Correct answer Calls where the caller uses his own voice to speak rather than type 59. What are Hearing Over calls? - Correct answer Calls where the caller listens with a telephone receiver rather than read a TDD 60. "This is the Jacksonville Sheriff's Office, this line is being recorded" - Correct answer the following will be announced on all outbound calls from within the Communications Center.