Blue Book Test Questions

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  1. PSAP stands for...
    Public Safety Answering Point
  2. A Primary PSAP is...
    the first communications center to asnwer a 9-1-1 call; it may also be the point from which calls are dispatched
  3. Professionalism is...
    a rather vague concept that encopasses honesty, integrity, humility, accountability, and a desire to learn new techniques to perfect job skills. It is defined by who you are (inner character), what you do (behavior exhibited), and how others perceive you (image projected)
  4. Successful public safety telecommunicators have...
    inherent traits and abilities that set them apart as professionals.
  5. What are the three primary fields of public safety communications?
    • Law Enforcement Communications
    • Fire Service Communications
    • Emergency Medical Service Communications
  6. Communication is defined as...
    the transmission of an idea from the mind of one to the mind of another, with understanding.
  7. What are the five components of the communications cycle?
    • Sender
    • Receiver
    • Message
    • Medium
    • Feedback
  8. Sender
    The person who initiates the communication
  9. Sender
    The person or group who is the target of the communication
  10. Sender
    The idea itself, in whatever form it may take
  11. Sender
    The manner in which the message is transferred from the sender to the receiver
  12. Sender
    Communication from the receiver to the sender to verify the message was understood
  13. Active listening...
    involves an interest and understanding in what is being said by staying focused, asking questions, listening for the main point, and listening for the rationale behind what is being said.
  14. Nonverbal attending:
    is physically signaling that you are listening
  15. Open-Ended Questions:
    are questions that cannot be answered "yes" or "no", requiring the sender to provide more information. Open-ended questions begin with words like "Tell me about...Why...How...Describe...Explain...
  16. Paraphrasing:
    is a brief rephrasing of information provided by the sender. It provides the restatement of the essense of the information in your own words.
  17. Reflective Feelings is...
    repeating in a short declarative statement the emotions or feelings that the sender is communicating. It asserts your awareness and understanding of the sender's feelings without indicating agreement.
  18. Observation:
    the act of practice of noting and recording facts and events
  19. Inference:
    the deriving of a conclusion based upon something known or assumed
  20. To provide good customer service...
    treat each caller with the same diligence, consideration, and respect you'd show a member of your own family.
  21. What is call processing?
    Call processing is an all-emcompassing term for actions that include answering the telephone, handling the conversation, and gathering pertinent incident information.
  22. What order should calls be answered?
    9-1-1 calls are answered first, followed by non-emergency lines. However, always remember that any type of call can come in on any line at any time.
  23. Never give what?
    Legal Advice
  24. The 5 W's are:
  25. WHERE...
    Where is help needed?

    It is important to get this information first because the exact location is important and if in any case the call is disconnected units can still be dispathced if the reason for the call is unknown!
  26. WHAT...
    What is happening?

    Have the caller briefly describe what is happening and determine whether it is life threateing or medical situation.

    Send medical, fire, police?
  27. WHEN...
    When did the event occur?

    It is important to know the time frame such, five minutes ago, or two weeks ago, etc!

    Need to stay focused on what is happening now and what type of assistance is needed now
  28. WHO...
    This is where you need to get descriptive, address, suspect physical and clothing description, means and direction of travel, etc.
  29. WEAPONS...
    Find out if any weapons are being used, threatened, or available, and where the weapons are.

    An accurate description of weapons is a critical factor in the decision-making process.
  30. Call taking...
    make a practice of recording facts as they are received. Never leave details to memory
  31. Vehicle Descriptions
    The acronym C-Y-M-B-A-L-S is recommended to assist telecommunicators in remembering to obtain and relay all descriptive information pertaining to vehicles.
  32. C-Y-M-B-A-L-S
    • C- color
    • Y- year of vehicle
    • M- make/model
    • B- body
    • A-additional information/accesories
    • L- license number/expiration date
    • S- state of license

    in Yuma we get the state first and the the license plate number
  33. Calming highly emotional callers...
    this can be done by persistent repetition. Persistent repetition requires that the request be repeated each time in the same way. Varying the content or structure of the statement lessens its impact on a highly emotianal caller and renders ineffective.
  34. ALI:
    Automatic Locations Identification(Information). The calling party's address and dispatch information.
  35. ANI:
    Automatic Number Identification(Information). The calling party's telephone number.
  36. Cordless phones...
    are considered part of a wire line system
  37. Master Street Address Guide (MSAG)
    9-1-1 calls are selectively routed on the correct PSAP based on the Master Street Address Guide(MSAG). The MSAG is essentially a "routing table" that identifies all street names, a range of theoretically possible house numbers for each street and which unique set of law enforcement, fire, and emergency medical service providers are responsible for that address.
  38. The four basic operational methods for call routing are...
    direct dispatch, call transfer, call relay, and referral.
  39. Multi-line telephone systems such as Private Branch Exchange (PBX) systems...
    often provide PSAPs with only the address and telephone number of a single, central location within the system.
  40. P-ANI (Pseudo ANI):
    A number used by the wireless carrier to route the call and identify the cell site (and sector, if it's a sectored site) from which a wireless call originates.
  41. Voice over Internet Protocol (VoIP):
    A technology that allows you to make telephone calls using the internet.
  42. Wireless E9-1-1 Phase I:
    The delivery of the wireless 9-1-1 call to the appropriate PSAP along with the call-back number and the cell site (and sector, if the site is sectored) from which the call originated.
  43. Wireless E9-1-1 Phase II:
    The delivery of wireless 9-1-1 call to approriate PSAP along with the call-back number, cell site (and sector, if the site is sectored) and an estimate of the 9-1-1 caller's longitude and latitude.
  44. Handset Based:
    Provides location based on GPS satellites. The FCC has established that the location accuracy based location technology must be within 50 meters for 67% of calls; within 150 meters for 95% of calls.
  45. The bottom line in processing wireless calls is...
  46. Some ISPs...
    market and offer what they describe as "Limited 9-1-1 Servive" where calls are delivered to the PSAP's administrative telephone lines rather than through the dedicated 9-1-1 network. This creates several problems. The 9-1-1 call may never reach the PSAP, but if it does the administrative line may be in use, resulting in the caller only hearing a busy signal.
  47. A TTY (teletypewriter)...
    is 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 contact. The device may also be a personal computer using special hardware, modems and software.
  48. American Sign Language (ASL):
    Language expressed through hands and body movements to express concepts rather than complete sentences.
  49. Hearing Carry Over (HCO):
    Method which utilizes both voice and text communications on the same cell, allowing a person who is speech impaired to listen to the other party's conversation and respond by typing via a TTY or other means of text communications.
  50. A silent open line call...
    must be considered a potential TTY call until proven otherwise.
  51. GA:
    Type "GA" when you want the other person to respond. GA means "go ahead".
  52. SK or SKSK:
    Type "SK" when the conversation is finished.
  53. What is Telematics?
    Telematics is the general term referring to the emerging technology and the industry involved in delivering location-based services to consumer-driven vehicles.
  54. The TCC is...
    a 24/7 call center that services both inbound and outbound (land-to-mobile and mobile-to-land) calls from vehicles equipped with telematics devices.
  55. Automatic Collision Notification (ACN):
    The automatic transmission to a TCC via wireless technology of critical vehicle and occupant date immediately following a crash, or when seatbelt tensions have been exceeded. After trasnfer of all crash-related date, the system automatically establishes a voice connection between the vehicle and the TCC.
  56. Conference-In:
    a mode of telematics operations where the TCC operator, the telematics subscriber and the PSAP telecommunicator are connected in a three-way call configuration and all parties can speak to and hear each other simultaneosly
  57. Emergency Button Activation
    This type of call is similar to a 9-1-1 open line call and the telecommunicator should follow thier PSAP's standard operating procedure for processing 9-1-1 open line calls
  58. A stolen vehicle report...
    must be filed by the subscriber with the approriate PSAP and an entry mode into NCIC by the PSAP prior to any telematics tracking taking place.
  59. Some CAD systems...
    incorporate small computer terminals in the vehicles of response units that are connected to the CAD system by radio. These computers are known as mobile date terminals (MDT) or mobile data computers (MDC).
  60. Some PSAPs have Automated Vehicle Locator (AVL) system technology...
    incorporated into thier CAD system that can be used to provide a mapped location of response units.
  61. Logging recorder information is...
    also used for quality assurance/quality improvement (QA/QI) purposes.
  62. Control your emotions.
    Dont get excited when someone else on the radio sounds excited; remain calm.
  63. Radio broadcasts...
    should take no longer than 30 seconds in duration. Messages that exceed thirty seconds shoud be paused at approriate intervals. Breaks provide an opportunity for response units to request a repeat of parts of the message and allow interruptions for priority messages.
  64. The phonetic alphabet...
    is a system that associates words with specific letters of the alphabet
  65. Echo Procedures...
    are used to emphasize certain important parts of a message and to ensure the message is received correctly. The echo principle simply requires important parts of radio messages be repeated.
  66. Performing regular status checks of response units...
    help track their locations and condition.
  67. Missing/wanted people broadcasts...
    "Be on the Look Out" (BOLO) or "Attempt to Locate" (ATL)
  68. Preliminary Dispatch...
    information is kept to a minimum due, in part, to personnel that may be rushing to apparatus bays, donning protective clotihng, opening bay doors and starting apparatus.
  69. FCC
    Federal Communications Commission
  70. FCC rules...
    include limitations on radio power, antenna height and frequency use.
  71. Repeater:
    Device used to extend the effective range of communication by receiving and re-transmissting radio signals automatically and simultaneoulsy.
  72. Spectrum:
    Term used to describe the complete range of radio frequencies used for communication
  73. Mobile Radio:
    Transmitter and receiver mounted in a vehicle. Requires power from the vehicle and an antenna mounted on the vehicle.
  74. Radio Interoperability:
    The ability for mulitple agencies to converse with one another using common radio frequencies.
  75. In the conventional radio system,...
    a group of radios is assigned a frequency, or channel, and one radio may be transmitting at any time on the frequency to which those radios are assigned.
  76. In a trunked radio system,...
    many talk groups share the available frequencies, with the central controller sorting out the transmissions instantaneously.
  77. Just occured example
    A holdup reported within a minute of the suspect fleeing on foot could be classified as just occured.
  78. Call taking prioritization
    Proper prioritization of calls is essential
  79. The AMBER Alert system is...
    a nationwide system that is organized under state or regional plans for the purpose of assisting in the recovery of abducted or endangered children.
  80. Who confirms a child has been abducted?
    Law enforcement confirms a child (under age of 17) has been abducted.

    under age of 21 for Susan's Law
  81. Aircraft emergenicies
    Though rare, calls have been received at PSAP's from callers onboard in-flight aircraft. These calls can pose several problems related to location
  82. The basic difference between an assault and a battery is...
    physical contact. An assault typically does not involve any physical contact. An assault can be merely verbal. Battery infers that some type of physical contact has occured.
  83. What are considered the most hazardous calls to which public safety officials respond?
    Family disturbances
  84. What must be asked when confonted with the state "I've been robbed"?
    were they threatened in any way?
  85. Larceny is...
    the unauthorized removal or concealment of property.
  86. Carjacking is...
    a combination of robbery and auto theft.
  87. Who must you keep talking?
    Suicide callers

    There is a myth that people who talk about suicide do not kill themselves.

    it is okay to confront these callers with questions about their family and how they might feel if they kill themselves
  88. NIMS is...
    a comprehensive, national approach to incident management that is applicable at all jurisdictional levels and across functional disciplines.
  89. An integral part of NIMS is...
    the Incident Command System (ICS)
  90. Incident Command Post (ICP):
    The ICP is the location of on scene incident command.
  91. Stagging Areas:
    are established for temporary location of avaiable resources not immediately assigned
  92. Liaison Officer (LNO):
    is the point of contact for representatives of other agencies responding to the incident such as support services, mutual aid agencies, etc.
  93. Logistics Section...
    is responsible for all support requirements needed to facilitate effectice 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.
  94. The typical standard used in deciding liability cases is...
    what a "reasonable and prudent person" would do in a similar set of circumstances
  95. Alleged:
    something that is claimed as existing or being as described but not yet proven
  96. Discretionary Act:
    An act wherein there is no hard and fast rule as to the course of conduct one must or must not take. If there is a clearly defined rule, it eliminates discretion.
Card Set:
Blue Book Test Questions
2012-06-13 06:06:18

Public Safety Telecommunicator 1-highlighted-it is important to know
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