PST Workbook Exercises

Where was the first 911 call made?

Haleyville, Alabama

What is the Wireless Communications and Safety Act

Established 911 as the national emergency number and added mandates to preserve the integrity of emergency services

PSAP stands for:

Public Safety Answering Point

Orange County was the first place to implement what?

Enhanced 911/E911

What is E911?

Pinpoints callers location with greater precision

Primary responsibilities of the call-taker?

Answers emergency and non-emergency calls, gathers info, provides pre-arrival instructions and/or CPR, and prioritizes calls

____ and _____ communication includes communicating information accurately and succinctly, ensuring that responders receive clear details without ambiguity.

clear and concise

______ communication can greatly reassure and comfort individuals in crisis.

Compassionate

PSTs must be available in the event of _____, _____, or other declarations of emergency.

national disasters, emergency mobilizations

PSTs must adhere to _____ and _____ to ensure consistent and effective handling of emergency calls.

policies and procedures

What is ethical conduct?

Treating all individuals with respect and impartiality, regardless of the conquences

Florida Communication Act

Florida Public Records Law

HIPAA

The actions and decisions of PSTs have a profound impact on the ____ and _____ of their communities

safety and well-being

PSTs must demonstrate ______ and ______ during times of crisis, offering support and guidance.

Compassion and understanding

______ defines the PSTs demeanor and approach to their work

professionalism

____ law deals with offenses against society, where the government prosecutes individuals who violated established laws

Criminal

__________ occurs when a person fails to meet the legal standard of care owed to another person

breach of duty

The Telecommunications Act:

Regulates the telecommunications networks and services, including obligation to provide assistance to persons with disabilites.

The __________ regulates the use of telecommunications equipment and services, and PSTs must comply with these regulations when handling emergency calls

Federal Communications Commission

The _________ regulates the transportation of hazardous materials, and PSTs must be aware of these regulations.

Department of Transportation

What does CAD stand for?

Computer Aided Dispatch

PSTs must maintain ______ of any sensitive information they possess, even in court.

confidentiality

PSTs will receive a ______, a legal document ordering their appearance in court to testify.

subpeona

What are 3 types of mass notification systems used to inform the public about an emergency?

Emergency alert system, wireless emergency alerts, and reverse 911

ANI

automatic number identification

ALI

automatic location identification

Vehicles with emergency notification features have:

telematics

True or false: text to 911, social media, and emails are all considered modern communication streams

true

The number for deaf or hard of hearing callers to communicate with when requesting emergency responders or other service providers

7-1-1

What special devices are used to communicate with the deaf or speech impaired?

TDD/TTY

What law ensures equal access to 911 for everyone?

Americans with Disabilities Act

What are the 4 components of a radio system?

Base station, handheld radios, mobile radios, and radio console

Radio protocols with built in mutual aid features and a dedicated frequency to enable cross-agency communication is called what?

Project 25

Scams that attempt to steal login credentials or sensitive information are known as _______

phishing

Chat, email, and voice communication systems are examples of _____ resources

Internal

What are the stages of the communication cycle?

Sender, message, transmission, receiver, feedback, context, and noise

_____ refers to the correct way to say words, including the sounds, stress, and intonation patterns specific to a language

Pronounciation

________ involves the articulation and clarity with which words are spoken.

enunciation

A _______ is a statement that can be objectively verified or proven to be true. It is based on observable, concrete evidence.

Fact

An _______ is a conclusion or interpretation drawn from available evidence or facts. It involves making deductions or educated guesses based on the information at hand

inference

Mastery of ________ and __________ elevates the effectiveness of emergency response systems and ensures swift and appropriate assistance during crises

problem-solving and critical thinking

__________ helps in obtaining essential information, clarifying details, and ensuring comprehensive understanding of the situation

Strategic questioning

Categorizing calls according to their urgency enables __________, ensuring that critical incidents receive immediate attention.

effective resource allocation

What voice control strategies do PSTs utilize?

Modulation and pitch, breath control, and avoiding vocal fatigue

PSTs must ask ____ questions to gather accurate information

Appropriate

Prioritizing incidents involves balancing urgency with resource limitations. PSTs must consider factors such as:

Severity of the incident, number of people affected, availability of resources, and public safety risks

What are the 3 major incidents types?

Police, fire, and medical

What other incident types may PSTs provide assistance for?

Environmental emergencies and public service calls

What is the difference between assault and battery?

Assault is a threat of bodily harm, battery is unwanted physical contact

What is the difference between Advanced Life Support (ALS) and Basic Life Support (BLS)?

ALS involves invasive procedures, and BLS is non-invasive procedures

What are the 6 Ws?

Where, what, weapons, when, who and why

What does CYMBALS stand for?

Color, year, make, body, additional descriptors, license plate, and state

How do PSTs sort calls based on urgency?

Threat to life, then threat to property

What communications tool differentiates between incident severities and attracts field personnel’s attention?

Alert tones

PSTs are entrusted to follow agency protocols for data security and access restrictions to protect _______ and _____________.

Personal details and confidential information

This serves as a vital record for future reference and potential follow up

Document clearly

Keep the unit informed throughout the process, updating them on ________ and _______, and any changes in the situation

resource availability and ETA

PSTs should thoroughly familiarize themselves with their agency’s jurisdiction, incorporating ______, ______, and ________.

Boundaries, landmarks, and neighboring agencies

Name 3 reasons why multi-functional dexterity is important for PSTs

faster response times, improved caller experience, and enhanced situational awareness

What is 988

National Suicide Prevention Hotline, provides 24/7 crisis intervention and prevention services

What hotline provides confidential support and resources for victims and survivors of domestic violence

National Domestic Violence Hotline

________ is enhanced when PSTs play a vital role in ensuring everyone remains informed and facilitates coordinated response strategies by sharing updates on ongoing incidents, resource deployment, and potential risk

Situational Awareness

_______ is established hierarchy of authority and responsibility within the ECC or any command structure

Chain of Command

NIMS stands for:

National Incident Management System

FCIC stands for

Florida Crime Information Center

What are the primary duties of law enforcement officers?

Maintain order, prevent crime, and protect individuals and communities

The sharing of information by the PST provides officers with ______ information about the situation, ____, and _____.

accurate and timely, caller details, and potential risks

Knowing the different types and their specialties is crucial for _____ and ______

efficient response and accurate resource allocation

3 Examples of federal law enforcement agencies

FBI, DEA, and secret service

As a PST your primary focus is on gathering ______, _______, and connecting callers to _______

accurate information, assessing the situation, to the right resources

List 3 reasons PSTs should not offer legal advice

Unqualified expertise, ethical boundaries, and resource misdirection

Crossing the line into legal advice violates ______ and potentially puts the PST at risk of legal ______

professional ethics, and legal liability

When prioritizing calls, events are classified as either _____, ______, or _____

in-progress, just-occurred or past events

To prioritize effectively the PST must allocate resources and support based on ____ and _____ of each situation

urgency and potential impact

The two response modes are:

Emergency and routine

During critical incidents the role of the PST is to _______

gather and summarize pertinent info and relay it in a timely manner to the responder

Wrongfully taking or carrying away another person by force, fraud, or persuasion is defined as:

abduction

The PSTs top priority is

responder safety

An _____ is issued for missing children under 18 in imminent danger

amber alert

_______ possess advanced medical training and equipment, providing a higher level of care

paramedics

_____ provide basic life support care in pre-hospital settings

EMTs

List four skills a PST should use during an MCI to ensure success

Emotional resilience, multi-functional dexterity, critical thinking, and adaptability

True or false: A method for grading injury severity and determining trauma center transport is known as trauma alert criteria

True

What are reasons law enforcement might respond to an EMS incident?

Potential crime, combative patients, suicide/OD/DV, evacuations

What is a location away from the scene where units wait for their assigned position called?

Staging

What is the internationally recognized distress signal?

mayday

List 3 functions of firefighters

Extrications, conduct fire inspections, maintain fire hydrants

What are trucks that carry large amounts of foam to fight fires accelerated by airplane fuel called?

Foam truck

What is a mobile water source called?

tanker

What is the response plan for Community Wildfire Protection Plan?

Assess the situation, activate warnings, and coordinate evalutation

During a hazardous material incident, responders should be aware of wind ______.

Speed and direction

List 4 typical locations hazardous materials could be stored:

industrial facilities, commercial establishments, homes and farms, and transportation conveyances

Define a mayday

Firefighters desperate call for help, and their life is in immediate danger

What kind of information should a PST gather during a mayday?

Location, nature of distress, and injuries

Telecommunication Emergency Response Taskforce

Group of trained PSTs sent to disaster zones, who help overwhelmed ECCs

List 3 notification systems used during weather emergencies

Reverse911, state emergency alert system, and national weather service

What is reverse 911?

A system that allows targeted calls to specific geographic areas

SEAS stands for:

State Emergency Alert System