PDS Protocol
“Help, my husband isn’t breathing! He just collapsed!” the proper protocol here is…?
What is EMDing CPR while sending EMS and PD
What can be done to fill silent gaps in calls?
Tell the caller what you are doing and why.
A situation in which you would use the phrase “This is Westcomm, what is the status of our account?”
What is a bank alarm
What is it called when different agencies assist each other/offer resources during an emergency?
What is mutual aid.
Any PSAP personnel certified and in compliance, according to the State 911 Department standards, for answering emergency 9-1-1 calls for service.
What is a telecommunicator
A caller is on the line saying there was a car accident with multiple injuries and the vehicles are on fire, the proper response to send to the scene is…?
What are fire, EMS, and police
What should the dispatcher do when potentially facing a duplicate call?
answer the next call(s) with the expectation that the caller is reporting new information
What are the requirements to issue an AMBER Alert?
Law enforcement has confirmed they are missing.
Believe child is in danger
Enough descriptive information about child abductor/ or suspects vehicle to help
What is important to our job and can be defined as a set of rules that limits access or places restrictions on the use of certain types of information
What is confidentiality
If the Emergency Dispatcher does not meet the minimum performance within the specified time frame, a new one of these will be issued, and the remediation extended, which will contain any unmet criteria, as well as more focused and/or new educational strategies.
what is a Performance Improvement Plan (or PIP).
When can an ECS override the determinant code?
When the ECS believes that there is a need for a higher determinant code.
What is one example of how to release a caller?
“I need to hang up now to take another call, the police have been notified. If the situation gets worse in any way, call us back immediately”
How is a media inquiry handled?
It is sent to the Public Information Officer (PIO)
What is a placed 911 call in which the caller disconnects before the dispatcher can answer the call?
Abandoned 911
The use of requesting an action, followed by a reason for complying with the action or the using of exactly the same phrasing and tone of voice until the caller listens
What is repetitive persistence.
When can a question be ommited?
If the caller is in immediate danger, the answer is unquestionably obvious or the answer has been spontaneously given by the caller
The correct common phrasing to answer the emergency line
“911 this line is recorded, what is the address of your emergency?”
When must an ECS use the language line?
When the ECS does not speak or understand the callers language and there is nobody in the room that speaks the language.
The process by which a telecommunicator may obtain subscriber information when an exigent public safety need for subscriber information from the cellular provider of record exists.
What is a phone trace.
The most important information taken during a call.
What is the location
How are PDS protocols approved?
Protocols are approved by Response Agency Department Heads or their designees, and the Director of the Agency Communications Center
What must an ECS assume when taking a call from a 3rd party caller?
Assume the caller has the necessary info to process the call.
When is the emergency rule activated?
When there are numerous unanswered call/texts, mass casualty incidents, extreme weather conditions and emergency situations that profoundly impact the operation of the center.
A caller is on the line screaming and not listening to your instructions, this kind of caller is called…?
What is a hysterical caller
What do you not say when you are on the phone with a suicidal caller?
You do not say what, you ask them why and try to help.