Who you are, what you do and how others perceive you.
What is Professionalism?
100
Treating callers with the same diligence, consideration and respect you would give to a member of your own family.
What is good customer service?
100
Basic 9-1-1 enhanced with the caller's telephone number and location.
What is E-9-1-1?
100
Sender, receiver, message, medium, and feedback.
What are the five components of the communications cycle?
200
An individual's personal, professional and organizational rules of conduct.
What are ethics?
200
All encompassing term for actions that include annswering the telephone, handling the conversation and gathering information.
What is call processing?
200
Direct dispatch, call transfer, call relay, and call referral.
What are the 4 basic methods of Call Routing?
200
Talking before the repeater has time to receive the signal.
What is front-end clipping?
200
Physically signaling that you are listening.
What is non-verbal attending?
300
Law Enforcement Communications, Fire Service Communications, and Emergency Medical Communications.
What are the three primary fields of public safety communications?
300
The information needed to get response units to an incident location and the information needed to prepare to deal with what they may confront.
What is pertinent information?
300
A multi-line telephone system that only provides 9-1-1 operator with the address and telephone number of a central location within the system.
What is a PBX?
300
Radio broadcasts should last no longer than this.
What is 30 seconds?
300
Briefly rephrasing information provided by the sender.
What is paraphrasing?
400
Communications with the public, communications between members of the same agency, communications between public safety agencies, communications between public safety and support services.
What are the Vital Services?
400
The single most important piece of information you can obtain from a caller.
What is the location or Where?
400
Provides a the phone number of the wireless device and the cell site from which the call originated.
What is Phase I?
400
The term that is used to describe the ability for multiple agencies to converse with one another using a common radio frequency.
What is radio interoperability?
400
Demonstrating an interest and understanding in what is being said.
What is Active Listening?
500
Telephone books, maps,CAD, Crisscross.
What are informational resources?
500
An acronym to assist call takers in remembering all pertinent information needed about vehicles.
What is CYMBALS?
500
Provides a location based on GPS satellites.
What is Handset Based?
500
The term used to describe a complete range of radio frequencies used for communications.
What is a Spectrum?
500
the deriving of a conclusion based upo something that is known or assumed.