APCO

What does PSAP stand for

Public Safety Answering Point

The definition of Ethics implies

Involves an individual’s personal, professional and organizational rules of conduct including options and feelings

The three basic telecommunications

Law enforcement, fire service and EMS

Vital services

Primary functions facilitate communication with the public, members of the same agencies, between public and support services

Vital services performed in the PSAP is to provide:

Assistance or referral between public and public safety services: calls from citizens in need and must be handled quickly

Mutual aid

Supplying supplemental personnel, equipment or other resources in an incident to assist that may be in danger of becoming overwhelmed

TERT stands for

Telecommunicator Emergency Response Taskforce

6 components of the communication cycle

Sender, receiver, message, medium, context, feedback

Active listening involves demonstrating:

An interest and understanding in what is being said through staying focused, asking questions, listening for the main point and listening for the rationale behind what is being said

Nonverbal attending:

Physically signaling that you are listening

Paraphrasing

Brief rephrasing information provided by the sender

Observation

What we see, hear, and think we see and hear

Inferences

Drawn from our observations; what we think or believe to be true

Caller expectations

Act like professionals, treat with courtesy, talk with authority

QA/QI

Aim is to ensure that services and deliverables meet the performance requirements

Any type of call can come in on any line at-

Any time

Always attempt to provide the caller with acceptable alternative but never-

Legal advice

The 4 w’s

Where, what, when, who (weapons when applicable)

What does the acronym CYMBALS stand for

C-Color ; Y- Year of Vehicle; M- Make/Model; B- Body ; A- Additional information; L- license number/expiration date; S- state of license

Persistent repetition requires:

That the request be repeated each time in the same way

Guide cards provide what

Questions for telecommunicators to use for obtaining pertinent ii, analyzing incidents and determining response levels

E9-1-1

Automatically providing the callers telephone number and physical address

ANI

Telephone number of caller

ALI

Address and dispatch information

P-ANI

Number used by the wireless carrier to route the subscribers call to the correct PSAP

VoIP

technology that allows you to make telephone calls from your personal computer or PDA using the internet

4 basic operational methods

Direct dispatch, call transfer, call relay and call referral

Cells phones have now evolved into what

Smart phones

TTY

Teletypewriter is a terminal-type device with a keyboard and display and optionally a printer used by a person who are communications impaired

baudot code

5 bit encoding

A silent open-line call must be considered a potential what call until proven otherwise

TTY

7-1-1 number is for what

Relay systems for callers who are hearing-or- speech impaired

TRS

Connects to TTY equipped callers to a relay service where a speaking communications assistant can provide various combinations of TTY to voice

Telematics is the general term referring to

Technology and the industry involved in delivering location based services to consumer driven vehicles

Onboard telematics devices can open up a voice channel and transmit the location and other vehicular data via a wireless connection to :

TCC ( telematics call center)

AACN

Advanced automatic crash notification

Conference-in

TCC operators, telematics user, and PSAP are connected to a 3 way call

Once a subscriber has filed a report and obtained a law enforcement agency case number, they will re-contact the TCC for:

Requesting vehicle tracking/location assistance

CAD

Computer aided dispatch

Computer aided dispatch is a system that

Provides call information, response unit’s availability and other resources

Most CAD use what hour time

24- hour time

AVL

Automated vehicle locator

Automated vehicle locator provide what

Mapped location of response units

Call-up method 1

Calls stating call sign of the station or unit being called followed by the call sign of the station calling

Call-up method 2

the station calling followed by the call sign of the station or unit being called

Alert tones

Distinguishes routine messages from urgent ones

Radio transmission must be

Brief and to the point

Radio broadcasts should be no longer than

30 seconds in duration

Way to eliminate the confusion is to use

Phonetic alphabet

Echo procedures

Emphasize certain important parts of a message and to ensure the message is received correctly

Performing regular status checks of response units help what

Track their locations and conditions, especially if a response units has been at a scene for some time

BOLO

Be on the lookout

ATL

Attempt to locate

Broadcasts of information regarding missing or wanted people or stolen or wanted vehicles are known as

BOLO/ATL

Preliminary dispatch

Information consists of the specific units to respond, the location, and type of incident and any important information received

FFC

Federal Communications Commission

FCC rules limitations on:

Radio power, antenna height and frequency use

Radio means what

Transmitting information without physical connections between the sender and receiver

Repeaters are used to what

Extend the effective range of communication by receiving and re-transmitting radio signals automatically and simultaneously

Mobile radio

Radios that are permanently installed in response unit vehicles and apparatus

Public safety agencies across the US and Canada use many channels for communication that have full range of radio frequencies used for communication called

Spectrum

Radio interoperability

The ability for multiple agencies to converse with one another using common radio frequencies

Time lapses are classified as

In progress, just occurred or delayed

NCIC

National crime information center

NCIC is a computerized index of what information

Criminal justice

Proper prioritization of calls are what

Essential

Law enforcement confirms what age of a child has been abducted

17 or younger

Assault typically does not involve any physical contact but can merely be

Verbal

Battery

Type of physical contact has occurred

Similar to burglary

Home invasion-when residents are home

Most hazardous calls to which public safety officials respond

Family disturbances

When confronted with I’ve been robbed what should you clarify

Were threatened in any way and how long ago

terrorism

Unlawful use of force against persons or property to intimidate or coerce a government

Carjacking

Combination of robbery and vehicle theft

Fire calls require what

Immediate response

Exposure in fire service

Close proximity to the fire that may become involved or which if involved, may escalate the danger greatly

Time is critical factor in what

Structure fires

EMD program helps with what

Properly categorize emergency calls for EMS response and provide medical instructions to the caller prior to response units arriving on scene

What does the NIMS provide

a set of standardized organizational structures- including the Incident Command System (ICS)

Telecommunicatiors will function as a type of liaison officer by informing what

responding units of exactly where to go once they arrive on scene (staging areas, command post, etc)

Logistics system

responsible for all support requirements needed to facilitate effective and efficient incident management, including ordering resources from off-incident locations, providing facilities, transportation, supplies, equipment maintenance/fuel, food services, communications and information technology support and emergency responder medical services, including inoculations, as required.

Liability

refers to the responsibility one has for one’s acts or omissions

Standard of Care (Duty of Care)

Negligence may be found when the actions of public safety personnel fall short

Liability exposure

typically revolve around issues where the service and standard of care provided did not meet the expectations of public

Standard of Care

refers to quality of job performance to be expected of persons who have a duty of care

exposure to personal liability may depend on whether or not what applies

official immunity

discretionary acts

one for which there is no hard and fast rule as to the course of conduct one must or must not take

the calltaker should never advise a call that any response unit will be:

right there or other similar assurances

Telecommunicator should actively seek out and request what

training as they learn about opportunities

risk management is defined as

evaluating current risk exposures

lock of policy and procedure, operations that are not aligned to best practices, national standards or countervail federal, state, or local law, and improper or lack of training, etc is an evaluation risk exposure of what

Risk Management

Keep answers simple and, if possible, answer yes or no

No More- No Less