Ethics & Professionalism
Keeping private information from people who are not allowed to know it.
Confidentiality
The computer system dispatchers use to enter and track calls.
CAD — Computer-Aided Dispatch
Someone spray-paints a building without permission.
Vandalism
A caller is crying and having trouble talking. How should you speak?
Calmly and clearly.
What is the phonetic word for the letter A?
Alpha
Being truthful, even when admitting a mistake.
Honesty
A caller hangs up before giving all the information. What information would help the calltaker reach them again?
Callback number
A caller sees someone looking into parked cars and acting strangely.
Suspicious person
A caller is speaking too quickly for you to understand the address. What should you do?
Ask them politely to slow down and repeat it.
What is the phonetic word for the letter B?
Bravo
Taking responsibility for your actions and decisions.
Accountability
The person who answers a 911 call and gathers information.
Calltaker
Someone takes merchandise from a store without paying.
Shoplifting
A caller is angry and swearing at you. What should you do?
Stay professional and focus on getting the information needed.
What is the phonetic word for the letter M?
Mike.
Treating callers, coworkers, and the public politely and fairly.
Respect
The process of sending police, fire, or medical responders to an emergency.
Dispatching
Neighbors report people yelling and arguing loudly.
Disturbance
A caller tells a long story but has not given a location. What should you do?
Politely redirect the caller and ask for the location.
Using the NATO phonetic alphabet, spell the letters C-A-T.
Charlie – Alfa – Tango.
Working together toward the same goal.
Teamwork
Information about possible dangers responders may face when arriving at a call.
Scene safety information
A driver is swerving across lanes and nearly hitting other cars.
Erratic operator
A caller is whispering because they are afraid someone will hear them. What should you do?
Speak calmly, listen carefully, and use brief questions that help keep the caller safe.
Using the NATO phonetic alphabet, spell the letters S-T-O-P.
Sierra – Tango – Oscar – Papa.