241 questions APCO

What is radio

Radio is a communication system based on broadcasting electromagnetic waves.

Describe the basic functions of a transmitter.

The transmitter's function is to convert the message signal into a form which is suitable for transmission over the communication channel or medium. This technique is called modulation. What is the least weight of the RF receiver and transmitter module?

Explain the Communicator's responsibilities regarding confidentiality.

Being privy to many sources of private, confidential and highly sensitive information, the public safety communicator must possess the ability to keep information confidential. They must understand that the information they are privy to regarding criminal activity, law enforcement operations, building plans, medical histories, driving records and all other information that may be of interest to the general public, is not to be shared. They must also be able to ignore the urge to "share" if they are ever faced with that feeling.

List the common elements of basic telecommunications.

The elements of basic telecommunications are:-Information gathering-Radio and telephone communications-Resource allocation-Records management-Functioning under CRTC rules-Handling requests and being responsive to calls from the public

Explain the purpose of a formal organizational structure.

It is critical to have rules and policies that leave little discretion for interpretation. To outline the accomplishments and goals of the PSAP. Having attainable goal for each employee. Following the chain of command. Knowing who the managers and supervisors are within the PSAP to ensure that all questions and grievances are handled in a professional timely manner.

Describe the relationship between a Communicator's code of ethics and that of the PSAP.

We all should have one common goal, assist the public in an emergency situation. The communicator must follow the "code of ethics" for the better of PSAP. Follow all procedures to achieve goals and policies. Ensure that the chain of command is respected at all times. Have a clear definition of roles of your manager and supervisor.

Explain the term "service area" in the context of EMS.

The area may vary depending on the type of service provider. Depending on the size and severity of the incident; there are different levels of providers, ALS, BLS units, fire department or volunteer may be dispatched.

Summarize the attributes of a professional public safety communicator.

Professional public safety communicator is someone that has respect for themselves, others and their profession. They have a strong sense of duty and desire to help others and are passionate about their job. They are able to maintain a positive attitude towards their job and those they work or communicate with. They are polite and courteous, have a strong sense of ethics and always take responsibility for their behaviour, performance and decisions.A professional public safety communicator is proficient at multi-tasking, is able to stay focused under pressure and is professional in the performing their job related tasks. He/she is able to control their emotions under stress by approaching their job with empathy rather than sympathy. They are able to use their discretion and maintain the utmost confidentiality and also show pride in presenting a professional physical appearance while on the job.A professional public safety communicator has a strong inner character that is reflected in the behaviour they exhibit as well as the image they project.

Describe what fire services communications involves.

Dispatch, communications and resource management of fire service units (response personnel, fire marshals, arson investigation units, HAZMAT units, specialty rescue units.Requires specialized training.Knowing your geographical area.

Describe what emergency medical services communications involves.

EMS communications involves the dispatch communications and resource management of:EMS units; emergency medical responders (EMR); air ambulances (fixed wing and rotor); ground ambulances, coroners ,Communicators handling requests for medical assistance require specialized training in caller questioning, caller management and the provision of medical instructions via the telephone (referred to as pre-arrival instructions).

List and describe the vital services provided by PSAPs.

The vital services of PSAP are:1.Communication with the public is to provide assistance to the public who are in need of help quickly, without typing up emergency lines The communicator then needs to prioritize the calls so that the best kind of service is received by the caller. On the other hand, sometimes, response units will ask communicators to contact people for instances such an arrest or stolen property.2. Communication between members of the same agency is the service where communicators convey messages via radio, telephone, electronic or digital. This is to assign response units, keep supervisors up to date, and maintain response unit status,3. Communication between public safety agencies is to provide information about incidents to neighboring agencies in the event that law enforcement, EMS and fire services are required. It is the communicators responsibility to be able to determine what services are needed and which ones will be unnecessary in certain incidents.4.Communication between public safety agencies and support services. This is where communicators speak with support services on behalf of response units for many reasons, such as preparing a hospital for mass injuries.

Define "Duty to Serve".

"Duty to Serve" means a communicator is expected to handle situations where call volumes are sometimes higher than usual and not enough staff are on.It means they have a duty to serve all members of society and will do so, even when it effects a communicator personally, let it be a family member, co worker or friend.Communicators have to work every scheduled shift and may sometimes be called in during natural disasters or man made disasters.

Describe what law enforcement communications involves.

Law enforcement communications involves the dispatch, communications and resource management of law enforcement units (police personnel, detective bureaus, tactical support/hostage rescue teams, crime scene investigation units, explosive ordinance disposal units, ect. ) Communicators handling requests for law enforcement assistance require specialized training in officer safety, handling reports of crimes and handling special situations such as foot or vehicle pursuits.

Explain the term "service area" in the context of fire service.

They may differ from political jurisdictional lines or cities or municipalities. There could be local or rural services. Arrangements can be made under certain circumstances, ie; emergency, disaster or volunteer situations. Know your geographical area.

Explain the difference between a policy and a procedure.

A policy is a system of principles to guide decisions and arrive at rational outcomes. It is the end result, the goal. The procedure is the method or official way of achieving the policy (steps to achieve the goal).

Explain the term "service area" in the context of law enforcement.

Operate within certain geographical areas defined by local, regional, provincial or federal limits. The area in which the officer has jurisdiction to arrest. They may be asked or contracted to cross these lines in the event of a contract or an emergency situation. Know your geographical area.

List and describe the informational resources available in a PSAP.

Information resources available in a PSAP are;-The telephone book. There is a lot of information available that may be overlooked in a phone book, like something as little as an area code, neighbourhood listings, campus maps, etc.-Cross reference or city directory. A telecommunicator can match a name to a phone number and address, or vice versa. It also may show cross streets in connection to building and house numbers.-Maps. They are a great and clear tool. Some jurisdictions have more detailed maps versus commercial maps may include footprints and addresses and in rural locations, private roads and dirt paths.-Internet and search engines. The Internet is vast and contains a lot of information, as well as key words can be used and high lighted when searching information.-Other resources. They can include route books, street maintenance guide,warrants, CAMEO software, weather services and language lines.

Define paraphrasing and give an example.

It is important that Communicators use clear speech and proper diction in order to ensure that their message is understood.The Communicator needs to speak clearly so that the caller understands any instructions the Communicator provides as well as be able to confirm whether or not the information the Communicator repeats back is correct.By controlling their rate of speech, the Communicator can help ensure that the caller can take in what they are saying. Controlling their rate of speech can also impact the callers to control their own rate of speech so that the Communicator has a better chance of understanding what the caller is saying.Using clear speech and proper diction can help ensure that both caller and Communicator understand what is being communicated and decrease the chances of miscommunication.

List and describe the five components of the communications cycle.

The five components of the communications cycle are :1. Sender- The person who initiates the communication 2. Receiver- The person or group who is the target of the communication 3. Message- The idea itself, in whatever forms it may be 4. Medium- The manner in which the message is transfered from the sender to the receiver 5. Feedback- Communication from the receiver to the sender to verify the message was understood.

Describe how a Communicator can provide good customer service.

A Communicator can provide good customer service by actively listening to the caller (using nonverbal attending, asking open-ended questions, paraphrasing what the caller is saying, and reflecting the callers feelings) an avoiding the pitfalls of active listening (conversational overload, personal preoccupation, controlling rate of thought, blocking out noise and avoiding making assumptions). The Communicator must make the caller feel "heard" and "understood" and avoid "trigger phrases" that might enrage or upset the caller. Providing good customer service involves focusing on the caller and showing the respect the Communicator would show a member of their family that needed public safety assistance.

Define open-ended questions and give an example.

Open-ended questions are questions that cannot be answered with a simple "yes" or "no" and require the sender to provide more information. They assist the receiver in remaining clear on what is being said and encourages the sender to open up and expand on what they are saying as they demonstrate the receivers interest in the conversation. They let the sender know that they matter to the receiver, help vent anger or negative emotions and loosen up a quiet or reticent sender. Open-ended questions begin with Who, What, Where, When, Why, How, Tell me about…,Describe…, Explain, to name a few.Example:Sender: "My sister's leg is broken."Receiver: "Tell me exactly what happened." Or "What happened?"

Define reflecting feelings and give and example.

This is repeating in a short declarative statement the emotions and feelings that the sender is communicating. It asserts your awareness and understanding of the caller's feelings without agreeing on what is said. An example is "I understand that you are upset and afraid, but I am here to assist you in anyway that I am able".

List the combined verbal and non-verbal elements that communicate to the Communicator the situation being reported.

These set the tone of the call.. Words, tone of voice, inflection, and background noise.

Explain the difference between an observation and an inference.

An observation is "the act or practice of noting and recording facts and events" - observation is based on what a person actually sees; while an inference is "the deriving of a conclusion based upon something known or assumed" - inference is based on what a person assumes based on what they observe.Where the observation is the factual component of what the person actually saw or were told inference is what the person "assumed" based on this information.

Define "active listening".

Active listening includes showing an interest and an understanding of what is said by staying focuses, asking questions, listening for main points and the rationale behind what is being said.Active listening is learned through recognizing and applying certain basic techniques such as nonverbal attending, open-ended questions, paraphrasing and reflecting thoughts.

Define non-verbal attending and give an example.

The transmission of an idea from the mind of one to the mind of the other, with understanding. Ie: Body language, rolling of eyes, crossing your arms while the other person is talking, simply ignoring someone.

communication network

links together devices so data and information can be shared among them

PAN

-personal area network-within range of 30ft without cables-single individual-send to printer, sync data, transmit to a wireless headset

LAN

-local area network-usually single building-school computer labs, WiFi at airports and coffee shops

WAN

-wide area network-large area, usually several smaller networks which might use different computer platforms and network technologies- the internet is the largest WAN- telephone lines, TV, satellite based communication systems

Bandwidth

transmission capacity of a communication channel

network topology

the layout of the computers and devices in a communications network

Star Topology

A LAN configuration in which a central node controls all message traffic

DTE

stands for data terminal equipment and can be any device that stores and generates data

DCE

stands for data communication equipment; these devices control the speed of data over networks, convert signals from cables to wireless, check for corrupted data, and route data to its destination- DCEs such as repeaters, switches, and hubs can extend the range of your home network

Router

A device that transfers data from one network to another in an intelligent way

modem

contains circuitry that converts the data-carrying signals from a digital device to signals that can travel over various communications channels

communication protocol

set of rules for efficiently transmitting data from one network node to another- aka handshaking-networks can use more than one protocol, which together would make protocol stack- protocols must agree before transmitting

Digital Networks

The transmission of programming via broadband Internet without the need to be packaged on a tier by cable/DBS systems.

ICANN

Internet Corporation for Assigned Names and Numbers, organizes internet addressing

ISP

Internet Service Provider, networks that form the internet are maintained by theseISPs exchange data at internet exchange points

TCP

Transmission Control Protocol; one of the core internet protocols, responsible for dividing files into chunks, adding headers containing information for reassembling packets in their original order, and verifying that the data was not corrupted while in transit (a process called error checking)

UDP

User Datagram Protocol, an alternative transport protocol which is faster than TCP, but does not perform error checking and cannot reorder packets

IP

internet addresses are controlled by IP (internet protocol), which is part of the internet protocol suite

Static Address

many devices on the internet have permanently assigned IP addresses

DNS

domain name system; the mechanism for tracking domain names and their corresponding IP addresses- they are scattered around the world-user types it domain name into search engine, router sends it to DNS server which checks the list for the IP address, goes back to the router and tells it to display nike.com at that ip address

CATV

Community Antenna Television community antenna television; with cables branching out from a central location, the topology of a CATV system works well as the infrastructure for a digital data network

DSL

digital subscriber line; a high-speed, digital, always-on, internet access technology that runs over standard phone lines; it is offered by AT&T's U-verse service

Child Callers

RPs who are children. Special considerations when speaking to a child caller.

cymbals

Acronym for vehicle description: Color, Year, Make, Body type, Accessories, License plate #, State vehicle is registered in

Elderly callers

Older RPs. Special considerations when speaking to an elderly caller.

Emergency Call Boxes

System of telephones connected by private line telephone, radio frequency or cellular technology used to report emergency situations.

Emotional callers

RPs who have lost control, often looking for someone to take control and help them. Use of persistent repetition more frequently may help to calm RP.

Pertinent Information

Information which may be useful to first responders or helpful in determining response and treatment of PT.

Private Branch Exchange (PBX)

A generic name for multi-line private telephone exchange that serves a particular business or office that may present unique challenges for telecommunications.

`Professionalism

Speak directly into the telephone mouth piece Use the appropriate tone and manner of speech Show interest in the caller Take charge of the conversation Explain holds, pauses, delays, and referrals NEVER argue with the caller

Public Alarm System

Type A: A system in which an alarm from a fire alarm box is received and is retransmitted to fire stations either manually or automatically.Type B: A system in which an alarm from a fire alarm box is automatically transmitted to fire stations and, if used, to outside alerting devices.

Telematics

General term referring to the emerging technology and the industry involved in delivering location-based services to consumer-driven vehicles.

Teletypewriter (TTY)

a special machine that allows communication on a telephone with a hearing-impaired person,

VoIP

Voice over Internet Protocol; a technology that allows telephone calls to be made using the internet.

echo procedure

immediately repeating each transmission received during radio communications.

Used to emphasize certain important parts of a message and to ensure the message is received correctly.

FCC

Federal Communications Commission

Independent US government agency, directly responsible to Congress. Established by the Communications act of 1934, and is charged with regulating interstate and international communications by radio, television, wire, satellite and cable.

Initial dispatch

The primary assessment of rope rescue begins with the and continues throughout the response.

Information provided in Initial Dispatch is kept to a minimum, due in part to personnel that may be rushing to apparatus bays, donning protective clothing, opening bay doors and starting apparatus. Info consists of the specific units needed to respond, the location and type of incident and any important information received.

Level of Response

The process of dispatching apparatus and personnel varies greatly from one jurisdiction to another.

Mobile command unit

MCUs greatly enhance the overall effectiveness of the communications system in use at the scene of major incidents by providing an on-scene command post from which operations can be directed

Mutual Aid Agreement

A predetermined agreement between agencies to supply supplemental personnel, equipment or other resources to an incident to assist agencies that may be in danger of becoming overwhelmed in their response.

Mutual Response Agreement (Auto Aid)

A type of mutual aid response where an assisting agency automatically responds with the requesting agency on the initial alarm

Staging areas

A location near the incident where additional equipment is being directed to assemble for further instructions and organization. It is very important that responding companies are aware o the location of the Staging Area.

Explain what the term "TTY" refers to

A TTY is a teletypewriter, a terminal type device with a keyboard and display and optionally a printer used by deaf, hearing impaired and speech impaired people to communicate via telephone lines. The device can be connected to telephone lines via an acoustic coupler or by direct connect. The device may also be set up on the Communicator's screen using special hardware, modems and software.

Describe how "TTY" users communicate.

• TTY users communicate by typing and reading their messages rather than speaking and hearing them. To communicate by TTY, a person types their conversation which is read on a TTY display by the person receiving the call. Both parties must have a TTY to communicate. When typing on a TTY, each letter is transmitted by an electronic code that is sent from the TTY on the sending end of the call through the telephone line in the form of tones to the TTY on the receiving end of the call where the TTY transforms the tones back to letters on a small display screen.- Communication between two person using standard TTYs can only occur in one direction at a time. Persons who are conversing cannot type to each other at the same time; they must take turns sending and receiving.

Define American Sign Language (ASL)

Language expressed through hands and body movements to express concepts rather than complete sentences. In its written format, (ASL Gloss/texting) the grammatical structure is different than Standard English.

Define ASL Gloss

"Glossing" is what you call it when you write one language in another. The written information is known as "gloss."When we see someone signing and we write it down or type it out sign for sign and include various notations to account for the facial and body grammar that goes with the signs--we are "glossing ASL."When you gloss, you are not trying to interpret a language. Rather you are attempting to transcribe it. Your goal is to write it down, type it, or otherwise represent it in text form -- word for word.The difference between "writing in a language" and "glossing of a language" has to do with the fact that the target language may not have equivalent words to represent the original language.

Define Hearing Carry Over (HCO).

Method which utilizes both voice and text communications on the same call, allowing a person who is a speech impaired to listen to the other party's conversation and respond by typing via a TTY or other means of text communications.

Define Voice Carry Over (VCO).

Method which utilizes both voice and text communications on the same call, allowing a person who is hearing impaired to speak directly to the other party and receive response via a TTY or other means of text communications.

List the three ways to recognize a potential TTY call.

• 1. Recorded announcement from the TTY - some TTYs emit a recorded spoken announcement to the Communicator that a TTY call is being placed such as "Hearing Impaired Caller, Use TTY"- 2. Audible tones from the TTY - Some TTY callers may press TTY keys to emit audible tones to notify the Communicator that a TTY call is being placed- 3. Silence on the line - Often a person using a TTY will make a call that is perceived by the Communicator as a silent, open line call. This is because the caller's equipment does not recognize that the call has been answered until the Communicator sends a TTY response.

Explain the actions to be taken on a silent, open-line call.

If the Communicator does not get a voice response to the voice query, they should immediately send a TTY query to determine if a TTY caller is on the line. Some PSAPs have required callers using TTYs to press the space bar to notify the Communicator of a TTY call.

Describe how to facilitate a TTY conversation.

It is important for the Communicator to maintain contact with the caller and provide updates to response units if the situation changes and assistance to the caller and response units once they arrive at the scene. The Communicator will need to learn the technology for handling TTY calls within their PSAP. Some 911 systems have incorporated TTY functionality into their CAD system; others have TTY functionality in their 911 telephony.

List and define the standard abbreviations used with all TTY calls.

• GA - Go Ahead - asking the other person for a response.- Q - Question - when you are asking a question- XXXX - when the previous word is misspelled or incorrect. After typing XXXX continue your message with the correct word- SK or SKSK - Stop Keying - when the conversation is finished

Global Positioning System

Satellite navigation method consisting of at least 24 satellites orbiting Earth.

Automated collision notification

Programmed transmission including critical vehicle and occupant data immediately following a crash.

AACN

Abbreviation for the automatic transmission to a TCC of crash-severity data

ANI/ALI

Telecommunicators should be aware that , data is not available on telematics calls.

Phonetic alphabet

an alphabet that contains a different symbol for each individual sound in a language; in this alphabet there is a one to one relationship between sounds and symbols

Telematics

General term referring to the industry involved in delivering location-based services to consumer-driven vehicles.

List the technologies telematics integrates

Telematics integrates cellular communications; GPS satellite technology, in vehicle crash sensors, and off-board processing. This technology enables the simultaneous transmission of an emergency voice call and crash/vehicle/owner data to be transmitted from a telematics-equipped vehicle to a TCC when the driver presses a deism gated emergency button in the vehicle (Mayday button) OR when a crack triggers airbag deployment or activation of crash sensors (called Automatic Crash Notification ACN).

List the information automatically transmitted to a TCC center.

Information transmitted automatically includes but is not limited to client name, vehicle identification number, vehicle description, call-back number for TTC, name address-telephone number of the vehicle number, and vehicle location. If the vehicle is moving, the TCC operator must queasy the vehicle for an updated location. Telematics activations requiring public safety assistance are related by the TCC to the PSAP with jurisdiction in the location of the vehicle emergency.

Define Advanced ACN (AACN).

The automatic transmission to a TCC of crash-severity data and crash pulse data collected by embedded, in-vehicle crash sensors. Data is automatically sent to the TCC via wireless technology.

Define Conference-In.

A mode of telematics operations where the TCC operator, the telematics subscriber and PSAP communicator are connected in a three-way call configuration and all parties can speak to and hear each other simultaneously.

Define GIS.

A geodata system than can reverse-geocode the latitude and longitude of the telematics user vehicle to a specific location on a digital map and can also convert a street address back to a latitude and longitude.

Global Positioning System.

A satellite navigation system consisting of a least 24 satellites that orbit 11,000 nautical miles above the earth. Following six orbital paths, the satellite make two or it's around the globe in a 24 hour period, moving approximately 1.8 miles per second. While there are thousands of civilian users of GPS worldwide, the system was designed for and is operated by the U.S. Military.

list the information of a TCC operator will typically provide a PSAP communicator.

TCC name TCC operator name and identification number Reason for/request for dispatch/nature of the emergency Location with nearest cross street, city or county name or latitude and longitude Injuries Time of call (in time zone of PSAP)Vehicle description if appropriate License plate and VIN (vehicle identification number), if available Movement data, if appropriate Other key event data, especially first responder safety information, if appropriate Telematics subscribers and /or vehicle owner's name TCC voice call-back number TCC incident number which is critical for call backs Offer to conference the Communicator in on the call so you can speak directly with the vehicles occupants.Crash data information

. Describe the Communicators actions for an "emergency button activation, no voice" call.

The Communicators actions for an "emergency button activation, no voice" call are to:* Confirm the call is within the PSAP jurisdiction and transfer or mention a misdirected call to the correct PSAP, if known.* Request the TCC operator quickly and allow the Communicator to conference-in to the vehicle to confirm no-voice contact.* Confirm with the TCC operator all the relevant information concerning the location.* Record the TCC reference number and call-back number to expedite subsequent contact regarding the call.* Advise the TCC operator of the actions to be taken on the call.

ABC

Alcoholic Beverage Control

ATC

Attempt to contact

BURG

Burglary

BW

Bench Warrant

Cii

Criminal identification and information