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22 Cards in this Set
- Front
- Back
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Identify the 7 W's
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*Where
*What *When *Who *Why *Warnings |
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Identify 3 of 4 pieces of info that will assist responders in locating an incident
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*House/apt#
*Building# *Business name *Location within complex/business |
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When ane xact address is not known to caller, identify info to ask
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*Landmarks
*Nearest cross-street *Color/description of house *Location where reporting party can meet responders |
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Which question should be asked to a caller in a dangerous situation
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Is it safe for you to stay on the phone?
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Identify 5 of 9 tips to fast and efficiently gather information
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*Always be prepared
*Speak directly into mouth piece *Identify yourself and your agency *Give your full attention to the caller *Listen to what the person is saying *Make sure you understand what help is needed *Be patient *Answer the phone promptly with a smile *Do not assume anything |
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Identify 2 of 3 general guidelines used for dealing with mental callers
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*Never play with someone who has a mental problem
*Do not discount a call that sounds strange *Determine this time the call is not a real one |
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Identify 3 of 4 tips to dealing with a hysterical caller
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*Use repetitive persistance
*Get control of your own feelings *Increase firmness *Once in control, keep it |
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Two formats/languages to communicate with deaf
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*Baudot
*ASCII |
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Identify the code used when it's the other persons turn to talk on TDD
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GA
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Identify the code to signify the end of a conversation on TDD
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SK
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Identify the concept of positive call termination
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*The caller is left with a clear understanding of what action will be taken
*The caller should always be thanked for taking the time to call *If no response will be made, advise the caller why |
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Two address the responsibile party may give you
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*Address of the incident
*RP's home address |
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Identify the method used for receiving multiple calls about an incident
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*Ask questions - do not assume the call is the same
*The caller may be reporting a different emergency or may have additional information on the first call |
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Identify 3 of 5 questions tha can be asked of children who not know their address
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*Where are you
*What can you see out the window *What are the numbers on the telephone *What is your school teachers last name *Is there anything around the mail man brings |
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What is the #1 rule of dealing with a caller using profanity
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Don't take it personally
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Identify the question that should be asked on a crime in progress or that just occurred
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Did the suspect threaten or cause serious physical injury or death
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What is the answer to be given when callers ask if they should leave their home
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Do what is safest for you
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TDD vs TTY
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TDD=Telecommunications Devise for the Deaf
TTY=Teletypwriter |
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Identify 3 of 4 methods to identify TTD/TTY calls
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*Electronic tones
*Silence *Synthesized voice announcement *Relay agent announcement |
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Identify code used when placing TTD caller on hold while EMS is dispatched
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HD
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Identify the purpose of the Oregon Relay Service
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A translation service for the deaf community. A deaf person calls the Oregon Relay Service and a deaf person can make a call and speak
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Identify two things to consider when receiving an operator assisted call
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*It may be a call from outside your area
*Operator may be able to provide a phone number and a location |
