Chapter 1
When faced with an ethical dilemma in the communication center , the ETC should First
Follow established protocol , procedure and policy
What does the acronym TDD stand for?
what is Telecommunications device for the deaf
When communicating with a caller suffering from hallucinations or delusions, the ETC should challenge the caller’s false assertions and beliefs.
what is false
When an ETC is having trouble communicating with a caller who primarily speaks a foregin language, the ETC should:
Obtain foreign language support, if available
For many law enforcement/police calls, the most important characteristic of the reported event is the:
what is time of occurence
A procedure that has been highly defined and structured and placed into a reference system is known as ?
Protocol
In recent years, the total number of emergency calls has increased dramatically due to:
what is Wireless technology
On of the best techniques for reducing the negative effect of call-processing gaps is to
what is tell the caller wyd and why
Which of the following is the best definition for “repetitive persistence”?
A calming technique in which the calltaker repeats a phrase verbatim using a firm but caring tone. The phrase should contain both an action and a reason for the action
A caller reports a heavy, black smoke coming from the window of a nearby building. What is the most appropriate fire/rescue call classification for this case?
what is structure fire
In this course the 3 P's refer to ?
Protocol , procedure and policy
In an emergency telecommunications context, what does the acronym CAD stand for?
what is Computer-aided dispatch
Most emergency callers are uncooperative or hysterical.
false
For the caller, the perceived response time is often longer than the actual response time.
true
An incident requiring a HAZMAT response involves:
The release or escape of a gas, liquid, or solid that, in any quantity, poses a threat to life, health, or property
In some emergency communication centers , the responsibilities of calltaking and dispatching are distinct roles performed by seperate individuals
True
In the context of the communication process, the”medium” is:
what is The channel or means of communication
When a caller is having difficulty understanding you over the phone, speaking louder is generally more helpful than speaking slower.
false
A caller reports someone breaking into a home. What is the most appropriate law enforcement/police call classification for this case?
Burglary (Break-and-Enter)/Home Invasion
In the context of firefighting, what does bunker (or turnout) gear referred to?
Either the basic trousers, boots, and jacket worn by firefighters or the entire combination of personal protective gear
If a responder or field unit needs additional resources at the scene , who would typically be responsible for locating , notifying and coordinating those additional resources ?
The emergency telecommunicator
The International Academies of Emergency Dispatch (IAED) recommends that emergency telecommunicators verify the address and callback number by repeating the information back to the caller.
what is true
The hysteria threshold refers to:
The point at which a caller loses control over her/his actions and emotions
A caller reports a strange person hanging around the neighborhood. What is the most appropriate law enforcement/police call classification for this case?
Suspicious/Wanted (Person, Circumstances,Vehicle)
A fire/rescue apparatus is:
A mobile fire/rescue unit that responds to the scene of fire/rescue incidents