Module 3 Call Handling
The first information you should obtain from a caller is
What is the EXACT location? (pg. 3-5)
Code for "off duty"
What is 10-7
When we talk most of our message is conveyed by?
What is tone and body language? (pg 2-1)
Communication with the public, between members of the same agency, public safety agency, public safety agency and support staff.
What is vital service. (pg. 1-7)
The term “PSAP” stands for?
What is Public Safety Answering Point. (pg.1-1)
Answering the telephone, handling the conversation and gathering pertinent information is?
What is call processing? 3-1
Need backup/assistance
What is 10-94.
Sender is to the initiator.
Receiver is to target.
Message is to idea.
Medium is to transfer.
Context is to take place.
Feedback is to receive back to the sender.
What the 6 components of the communication cycle. (pg. 2-2)
Telephone books, internet & search engines, maps, CAD system, cross reference/city directors, and CAMEO are known as?
What are the most common used tools. (pg. 1-9)
The ability to rise to occasion and serve the community is identified as?
What is the "duty to serve." (pg. 1-3)
When providing acceptable alternatives, never.
What is legal advise. pg 3-4
Assignment completed, back in service
What is 10-98?
A brief rephrasing of information provided by the sender.
What is paraphrasing. (pg. 2-5)
Which law enforcement powers maybe affected when crossing jurisdiction boundaries.
What is arrest powers. (pg. 1-10)
A system of principles, also referred to as the rules of conduct.
What is ethics. (pg. 1-4)
The acronym CYMBALS is recommended for.
What is obtaining and relaying all descriptive information pertaining to vehicles. (pg. 3-8)
10-4
What is acknowledged?
The deriving of a conclusion based upon something known or assumed.
What is inference? (pg. 2-8)
The process of providing supplemental personnel, equipment, and resources to assist preventing overwhelming situations vs simultaneously dispatch multiple resources.
What is "mutual aid vs mutual response." (pg. 1-11)
Different organizational structure of personnel and job responsibility is referred to as.
What is the "chain of command." (pg. 1-5)
A technique often successfully used in calming a highly emotional caller down.
What is persistent repetition. (pg 3-9)
10-50
What is traffic stop?
Distinguishing between observation and inference.
What is observation (facts) and inference (assumptions). pg. 2-8
PSAP standard SOP's policy vs procedure.
What is to "think" vs "act." (pg. 1-12)
Fire service communication, law enforcement communication, and emergency medical service are
Are the three primary disciplines of public safety communications. (pg. 1-6)