JSO 3A Review Exam Study Guide: 911 Operator Procedures, Exams of Production Planning and Control

Download JSO 3A Review Exam Study Guide: 911 Operator Procedures and more Exams Production Planning and Control in PDF only on Docsity! JSO- Lesson Plan 3A Review Exam Study Guide Questions and Answers. Jax 911 & Surname - Correct answer The PECO shall answer all incoming 911 calls with Jacksonville Sheriff's Office and their Surname - Correct answer The PECO shall answer all incoming non-emergency calls with 3 Rings or 10 Seconds - Correct answer All calls must be answered within ______ or ______ per the Florida Plan Adminstrative Rule 362. Public Safety Answering Point - Correct answer What does PSAP stand for? Police, is this an emergency? or Police Department, can you hold? - Correct answer PECO's shall never answer the telephone? 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? Transfer to a Supervisor - Correct answer What should a PECO do with time consuming calls? Professional and Courteous - Correct answer PECO's telephone demeanor shall remain what at all times? Attempt to de-escalate the situation - Correct answer If a PECO is unable to resolve an irate callers issue what should the PECO do? Tact & Voice Control - Correct answer What can help calm callers who are angry or upset? 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? 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? Caller's Location Information - Correct answer What does the Automatic Location Information (ALI) display? Caller's Name and Phone Number Only - Correct answer What does the Automatic Number Identification (ANI) display? allows consumers to make & receive calls using high speed internet connection - Correct answer What is VoIP? 911 or non-emergency - Correct answer VoIP calls can be received on what lines into the Communications Center? Signal 76 - Correct answer When initiating a call for assistance with JFRD on medical calls it should be sent as a what? Location & Telephone Number - Correct answer Prior to transferring and call to JFRD what will be verified? 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? Stay on the line and be prepared to take over the call if needed - Correct answer Most signal 60 callers should not be transfered 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? 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. 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/ Expolsion 2. Wire Down 3. Arson 4. Haz Mat 5. Railroad Crash 6. Someone Hurt - Correct answer Give 6 examples of calls that require immediate transfer to JFRD. If there is a crime - Correct answer What must the PECO determine on calls received of someone hurt? YES - Correct answer can a fellow PECO who is not currently handling a call relay info to JFRD? Transfer to JFRD - Correct answer Once the PECO has gathered the necessary information on calls with injuries that resulted in a criminal act what should the PECO do? 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 the _______________. 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 suspects 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? School Board Transportation Office - Correct answer Calls from parents regarding transportation of thier children on public school buses during the hours of 0730-1630 are referred where? 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) Language Line - Correct answer If a caller speaks a foreign language and no one with him speaks English what the PECO shall utilized this? Call Taker - Correct answer The concept of Call Management begin with the 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. 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. Contact Finance Company - Correct answer Caller's will be advised when their vehicle has been repossessed to? Name, Address, Phone # - Correct answer PECO's will not give out the towing company's_______, _________, _______ or vehicle storage address to a citizen with reards to vehicle repossesions. Tele Serv or State Attorney's Office (SAO) - Correct answer Calls regarding legal questons will be refered to _______ or ________ during normal business hours. What is a Voice Carry Over call? - Correct answer Calls where the caller uses his own voice to speak rather than type What are Hearing Over calls? - Correct answer Calls where the caller listens with a telephone receiver rather than read a TDD "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.