CONFIDENTIALITY BASICS
This is the rule that says you cannot share caller information with friends, family, or social media.
What is confidentiality?
This federal law protects medical information shared during 911 calls.
What is HIPPA?
The tone you should always use when speaking on the radio or phone.
What is calm and professional?
This is the best way to ask a coworker for help during a high‑stress call.
What is direct, clear communication?
A friend asks, “Did you take that call about the car crash?” You should respond with this.
What is “I can’t discuss calls”?
This term means sharing information only with people who have a legitimate need to know.
What is need to know basis
Sharing a patient’s condition with someone not involved in their care is called this.
What is a HIPAA violation?
This is the reason you avoid slang or jokes on the radio.
What is clarity and professionalism?
This type of communication helps prevent misunderstandings between dispatchers and responders.
What is closed‑loop communication?
A caller gives you medical info. A firefighter asks for details. You can share only this.
What is information relevant to their response?
Saying a caller’s name out loud in a public hallway violates this principle.
What is privacy?
This type of record is legally protected and must be stored securely.
What are call recordings?
When a caller is yelling, this communication skill helps you stay in control.
What is active listening?
This is the respectful way to correct a coworker who made a mistake.
What is private, constructive feedback?
You overhear coworkers gossiping about a caller. The correct action is this.
What is reminding them of confidentiality or reporting it?
This is the type of information that must always be protected, even after your shift ends.
What is personally identifiable information (PII)?
This is the maximum penalty for severe HIPAA violations.
What is a large fine or criminal charges?
This technique involves repeating key information back to confirm accuracy.
What is echoing or read‑back?
This is the skill of understanding coworkers’ emotions and responding appropriately.
What is emotional intelligence?
A caller is panicking and talking fast. This technique helps you guide them.
What is using calm, simple, direct instructions?
This is the consequence that can happen if you intentionally leak sensitive call details.
What is termination or legal action?
This legal concept means you can only access information required to do your job.
What is minimum necessary standard?
This is the term for speaking clearly, slowly, and with purpose during emergencies
What is clear and concise communication?
This is the communication style that balances assertiveness with respect.
What is assertive communication?
A responder snaps at you over the radio. The best professional response is this.
What is staying calm and addressing it privately later?