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404 Cards in this Set
- Front
- Back
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The following are examples of ________________________:- How will I feel about myself?- Will my actions violate any laws, codes, or constitutional rights?- Is it against my agency/department's guidelines? |
Ethics check questions |
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Any type of system in which electric or electromagnetic signals are used to transmit information is known as ________________________. |
Communication |
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A ________________________ is an individual employed by or serving a law enforcement agency who receives, processes, and transmits public safety information. |
Telecommunicator |
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If in doubt about the confidential nature of some information, you should ask a supervisor and ________________________. |
b. Refer to your department's policy |
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Communication transmits information by: |
A combination of any factor listed above |
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The definition of ________________________ includes the discipline of dealing with what is good and bad; or a moral duty and obligation. |
Ethics |
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Misconceptions about ethics include: |
d. All of the above Good people don't have to worry about them b. Idealism is incompatible with realism c. Is only a concern to the holier-than-thou |
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Ethical decision-making tools include: |
d. All of the above Trustworthiness, integrity, loyalty, and justice and fairness b. Promise-keeping, responsibility, accountability, and caring c. Pursuit of excellence, self-restraint, respect, and civic virtue |
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To intentionally solicit or accept any benefit for having exercised the officer's powers, or the powers in favor of another, is an example of: |
b. A breach of the Standards of Conduct |
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The Principles of Public Service includes ________________________,which is to safeguard public appearances of impropriety and conduct unbefittinga public official. |
d. Respectability |
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In the roll of a telecommunicator, you should be able to explain the relationship with ________________________. |
c. The community and public safety |
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The telecommunicator should know the importance of ________________________, which is being able to distinguish between the public or private nature of information. |
c. Confidentiality |
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The telecommunicator roles include the value of an emergency telecommunicator and the ________________________ . |
b. Goals and objectives |
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An emergency is the occurrence or imminent threat of: |
d. A combination of any factor listed above |
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The occurrence or imminent threat of damage, injury, or loss of life or property resulting from an extraordinary natural or man-made cause is known as ________________________. |
c. An emergency |
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There are two types of causation; cause in fact and ________________________. |
b. Cause in action |
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Labor Code §22.001(3) Employment discrimination for participating in emergency evacuation, provides employment protection to emergency services personnel who are required in the scope of their employment to provide services during emergency situations. This personnel includes: |
a. Firefighters, EMTs, and Law enforcement officers |
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The failure to use even a slight degree of care and/or representing extremely unreasonable conduct is ________________________. |
b. Gross negligence |
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________________________ is failure to do what a reasonable person would do; or exercise the level of care required by law. |
c. Negligence |
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________________________ means freedom from duty or penalty. |
Immunity |
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The legal doctrine which states the government holds a responsibility of care only to the public at large unless a special relationship exists, like with a public official, is called ________________________. |
d. Public duty doctrine |
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A telecommunicator should know his or her agency's organizational structure; functional relationship and duties; missions and goals, and ________________________. |
c. Service/geographic area |
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________________________ is a monetary compensation to the injured person(s), which is determined by the court but paid by the person(s) who committed the wrong. |
Damages |
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Committing an action which has deemed a liability or a vicarious liability can result in ________________________. |
a. Being suspended or fired |
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________________________ is a private or civil wrong, for which the court will provide a remedy in the form of an action for damages. |
Tort |
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HSC §771.061, Confidentiality of information, information a service provider of telecommunications services is required to furnish to a government entity in providing computerized 9-1-1 service is confidential and ________________________. |
c. Not available for public inspection |
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A telecommunicator should be able to discuss some ________________________ or improper practices as they relate to liability issues. |
Discriminatory |
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A method for reducing exposure to liability includes being accountable. The accountability entities include:- Peace officers, firefighters, and EMT personnel- Your supervisors and department- ________________________ |
c. The general public |
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Elements of negligence, which can lead to liability, include:- ________________________- Definition of breach of duty- Causation- Definition of damages |
b. Definition of duty |
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Health and Safety Code §576.01, Rights of a person with mental illness under the Constitution and law, basically strips the mentally ill of all rights and privileges. |
FALSE |
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Each call that comes into a call center can increase an exposure to liability. Areas of potential liability include:1. Failure to classify or prioritize calls correctly2. Failure to follow agency guidelines and protocols3. ________________________ |
a. Failure to maintain contact with a caller on a high-risk or high-priority call |
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A method for reducing exposure to liability includes having high public expectations. These expectations include:- Quality of service- Improved customer service- ________________________ |
b. Prioritizing of calls |
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In the roll of a telecommunicator, you should be able to explain the relationship with ________________________. |
c. The community and public safety |
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The telecommunicator should know the importance of ________________________, which is being able to distinguish between the public or private nature of information. |
Confidentiality |
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Under HSC §576.001, the mentally ill have the right to: |
d. All of the above |
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The telecommunicator will be able to demonstrate the methods for using ________________________ and mobile data systems. |
CAD |
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When dealing with individuals who are deaf and handling a call requiring text communication, the telecommunicator should be ________________________. |
d. All of the above Aware of causes and solutions of transmission difficulties b. Able to identify incoming TTY calls c. Knowledgeable of basic guidelines on etiquette and protocol |
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ANI stands for ________________________. |
d. Automatic Number Identification |
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A telecommunicator should be able to identify the Basic and Enhanced ________________________ system. |
b. 9-1-1 |
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A telecommunicator should be able to explain Baudot's signaling use in text phones and its ________________________. |
d. Impact on 9-1-1 service |
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A telecommunicator will be able to identify the requirements of the ADA involving public safety and emergency telecommunications, including:1. The ADA and public safety2. The ADA and the 9-1-1 system3. State requirements4. ________________________ |
c. Your department policies and procedures |
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The telecommunicator will be able to explain the ________________________ and ________________________ of a radio. |
b. Functions, operations |
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________________________ is a method of responding to a telephone request for emergency services by which a public safety answering point decides on the proper action to be taken and dispatches, when necessary, the appropriate emergency service unit. |
b. Dispatch method |
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________________________ is a feature which automatically displays the telephone number of the caller and the address or location from where the call was made. |
a. Automatic Location Identification |
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The 14th Amendment of the U.S. Constitution lists three class of rights, which are:- Privileges and immunities of U.S. citizens- Due process of law- ________________________ |
c. Equal protection under the law |
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To be able to identify various types of mapping tools utilized in a communications department, a telecommunicator will refer to their department's policies and procedures and be knowledgeable about ________________________. |
b. Mapping equipment |
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The purpose of a telecommunicator being able to identify various types of recording equipment is ________________________. |
d. To assist in documenting conversations transmitted over phone or radio |
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A telecommunicator should be able to describe the ________________________ of a wired telephone system. |
a. General configuration |
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When approaching a problem with a CAD system, a telecommunicator should consult with the ________________________ and their department's policies and procedures. |
b. Basic guidelines |
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A portable home phone is also known as a ________________________. |
d. Land line |
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The telecommunicator will be able to define ________________________ and ________________________ associated with radio technology. |
a. Terms, concepts |
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Deaf means ________________________. |
a. Hard-of-hearing or unable to hear at all |
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________________________ is the method of responding to a telephone request for emergency service by which a public safety answering point notes pertinent information and passes that information on to the appropriate agency for action. |
c. Relay method |
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Text phones use the Baudot and ________________________ signaling. |
b. ASCII |
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A telecommunicator will be able to demonstrate the methods for using ________________________ and recorders. |
b. Maps |
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Communicating via radio across interagency systems includes: |
e. All of the above . Mobile to base b. Base to base c. Base to mobile d. Mobile to mobile |
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A telecommunicator should be able to distinguish between the mechanics of a portable handset versus a cellular phone, and their effects on ________________________. |
9-1-1 calls |
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The two types of 9-1-1 systems are Basic and ________________________. |
Enhanced |
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CAD stands for ________________________. |
Computer Aided Dispatch |
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Civil Practices and Remedies Code, §74.151, Liability for Emergency Care, a person who in good faith administers care at the scene of an emergency is not liable for civil damages, is also known as the ________________________. |
Good Samaritan law |
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In order to trace a call, a telecommunicator will need to know the proper steps and ________________________. |
a. Equipment |
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A telecommunicator should be able to describe the general configuration of a wired ________________________ system. |
Telephone |
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In a Computer Aided Dispatch System, a telecommunicator should be able to tell the difference between a CAD and a ________________________ system. |
Mobile data |
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The FCC gives licenses to ________________________. |
c. Radio stations |
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Communication transmits information by: |
d. A combination of any factor listed above . Radio waves b. Light waves c. Wire and/or cable |
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Some liability concerns in emergency situations that involve a telecommunicator are:- Expectation of service- Standard of care- ________________________ |
d. Response time |
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People who believe they have no duty other than to themselves will act differently than those who believe they have a duty to assist others in many circumstances. |
TRUE |
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The purpose of a telecommunicator being able to identify various mapping tools is ________________________. |
c. To provide assistance in locating callers and tracking responders |
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Traits and qualities of a good telecommunicator include: |
Understanding |
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________________________ is a monetary compensation to the injured person(s), which is determined by the court but paid by the person(s) who committed the wrong. |
Damages |
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Some methods of dealing with calls from children and the elderly include:- ________________________- Be patient- Follow your department's polices and procedures |
Talk slowly |
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When dealing with individuals who are deaf, hard-of-hearing, and/or speech impaired, a telecommunicator may encounter ________________________ to meet State and Federal law. |
Specialized equipment |
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The active listening technique of Effective Pauses uses ________________________ to encourage callers to continue speaking. |
Silence |
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"Effective communication that involves asking questions that begin with what, who, when, how, why, weapon, and where, is called ________________________. " |
Effective intervention technique |
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Effective intervention techniques include: |
c. Putting actions in perspective |
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Civil Practices and Remedies Code, §74.151, Liability for Emergency Care, a person who in good faith administers care at the scene of an emergency is not liable for civil damages, is also known as the ________________________. |
b. Good Samaritan law |
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If the telecommunicator is the recipient of a barrage of verbal abuse or profanity, they should respond by ________________________. |
a. Not reacting, but maintaining a tone of calmness |
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Location history, automatic prioritizing of calls, and emergency message communications are all components of a ________________________and how they relate to other computer systems. |
CAD |
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Giving the caller their story back to them in your own words demonstrates the active listening technique of ________________________. |
Paraphrasing |
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"Are you telling me...?" "Are you saying...?" are examples of the active listening technique ________________________. |
Paraphrasing |
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"You sound really angry about that," is an example of ________________________, an active listening technique. |
c. Emotional labeling |
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Timely and accurate communication between the telecommunicator and the caller can lead to ________________________. |
b. Safety of the victim(s) |
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ADA stands for ________________________. |
b. Americans with Disabilities Act |
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The telecommunicator will be able to explain some methods for handling problems with a CAD system and/or a ________________________. |
d. Mobile data system |
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The Principles of Public Service includes ________________________, which is to safeguard public appearances of impropriety and conduct unbefitting a public official. |
Respectability |
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To disseminate facts means to ________________________. |
a. Deliver the information via phone or written communication |
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The Effective Pauses active listening technique can only be used ________________________. |
c. Once a rapport has been established |
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The purpose of a telecommunicator being able to identify various mapping tools is ________________________. |
c. To provide assistance in locating callers and tracking responders |
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An important goal of a telecommunicator is to buy time. Reason(s) to buy time include: |
c. Decreases emotion |
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The telecommunicator will be able to identify components of a CAD system, including:- Unit status and recommendations- TLETS/TCIC/NCIC interface- ________________________ |
b. Automatic functions |
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A common example of unethical behavior is: |
c. Sexual harassment |
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Under HSC §576.001, the mentally ill have the right to: |
d. All of the above Vote b. Own property c. Worship as they please |
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The first active listening skill to be used in an incident is called ________________________. |
b. Emotional labeling |
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A telecommunicator should know his or her agency's organizational structure; functional relationship and duties; missions and goals, and ________________________. |
c. Service/geographic area |
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Active listening techniques include: |
d. A combination of any factor listed above . Effective pauses b. Reflective/Mirroring c. Open ended questions |
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________________________ is a feature which automatically displays the telephone number of the caller and the address or location from where the call was made. |
a. Automatic Location Identification |
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Telecommunicators' responsibilities include:- Giving pre-arrival medical instructions to EMS personnel- Updating pertinent information to responders- ________________________ |
a. Providing a reasonable standard of care to the caller |
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Not paying attention, being passive, and being self-consciousness are ________________________. |
c. Barriers to good listening |
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The telecommunicator will be able to demonstrate the methods for using ________________________ and mobile data systems. |
CAD |
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"Effective communication that involves asking questions that begin with what, who, when, how, why, weapon, and where, is called ________________________. " |
d. The Journalistic/Investigative approach |
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Vehicle accidents, childbirth, and drowning are all types of ________________________-related calls. |
EMS |
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A telecommunicator should be able to discuss some ________________________ or improper practices as they relate to liability issues. |
Discriminatory |
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Call guides for telecommunicators can include: |
d. All of the above |
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Rescue-related calls can include drowning, medical emergencies, and ________________________. |
b. Natural disasters |
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In order to maintain an officer's and the public's safety, the telecommunicator may need to ________________________. |
d. All of the above . Find out if the suspect is still on the scene b. Find out if there are weapons involved c. Find out if the suspect is impaired |
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Family violence, assault, and kidnapping are some types of ________________________ calls. |
d. Police-related calls |
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Residential, commercial, and environmental are all types of ________________________-related calls. |
Fire |
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After the victim is away from danger, you should advise bystanders to ________________________. |
d. Not move the victim |
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A telecommunicator should be able to describe the general configuration of a wired ________________________ system. |
Telephone |
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A telecommunicator should be able to identify the Basic and Enhanced ________________________ system. |
9-1-1 |
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An important goal of a telecommunicator is to buy time. Reason(s) to buy time include: |
c. Decreases emotion |
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When dealing with individuals who are deaf, hard-of-hearing, and/or speech impaired, a telecommunicator may encounter ________________________ to meet State and Federal law. |
c. Specialized equipment |
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Have the caller check the victim for stains or burns around the mouth. This may indicate ________________________. |
a. A possible drug overdose |
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In order to trace a call, a telecommunicator will need to know the proper steps and ________________________. |
a. Equipment |
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Emergency calls are interpreted differently by each person. |
TRUE |
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Being alert, a good note taker and detail orientated are ________________________ and ________________________ good telecommunicator. |
Traits, qualities of a |
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EMS-related calls can include:- Stabbing/Gunshots- Heat exhaustion- ________________________ |
d. All of the above a. Choking b. Poisoning c. Suicide |
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Repeating back the last word or phrase the caller has just said is an example of the active listening technique, ________________________. |
a. Reflective/Mirroring |
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A telecommunicator should be able to distinguish between the mechanics of a portable handset versus a cellular phone, and their effects on ________________________. |
c. 9-1-1 calls |
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After having some experience in taking emergency calls, there is a danger in ________________________ common or routine calls. |
Minimizing |
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Directories, computerized records, and contact information for other agencies, organizations, or services are examples of ________________________. |
a. Resources available in a communications department/center |
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In-progress situations can include:- Pursuits- Robberies- ________________________ |
b. Riots or violent demonstrations |
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A telecommunicator should know which resources are available in their agency's communications department/center. These resources may include: |
d. All of the above . Note or flip cards b. Supervisors c. Training manuals and handbooks |
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A common example of unethical behavior is: |
c. Sexual harassment |
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To be able to identify various types of mapping tools utilized in a communications department, a telecommunicator will refer to their department's policies and procedures and be knowledgeable about ________________________. |
b. Mapping equipment |
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The last steps for a caller that is telling you about clothing or people on fire is to ________________________ and assure them that help is on the way. |
a. Evacuate to a safe place |
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ADA stands for ________________________. |
b. Americans with Disabilities Act |
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Call guides for telecommunicators can include: |
d. All of the above . Flip cards b. Scripts c. Decision trees |
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In-progress situations can include:- Pursuits- Robberies- ________________________ |
b. Riots or violent demonstrations |
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The principle stating that a person, who decides to act for the benefit of another, even though under no obligation, is then under a duty to act in a reasonable manner is called ________________________. |
d. Voluntary assumption of duty |
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The telecommunicator should always be able to explain the importance of maintaining firefighter/rescuer's and the public's ________________________. |
Safety |
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In order to maintain an officer's and the public's safety, the telecommunicator may need to ________________________. |
d. All of the above Find out if the suspect is still on the scene b. Find out if there are weapons involved c. Find out if the suspect is impaired |
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Rescue-related calls can include drowning, medical emergencies, and ________________________. |
b. Natural disasters |
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Have the caller check the victim for stains or burns around the mouth. This may indicate ________________________. |
a. A possible drug overdose |
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If the victim says they are fine, you should ________________________. |
If the victim says they are fine, you should ________________________. |
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"Effective communication that involves asking questions that begin with what, who, when, how, why, weapon, and where, is called ________________________. " |
d. The Journalistic/Investigative approach |
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The telecommunicator will be able to identify components of a CAD system, including:- Unit status and recommendations- TLETS/TCIC/NCIC interface- ________________________ |
b. Automatic functions |
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Emergency calls are interpreted differently by each person. |
TRUE |
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Residential, commercial, and environmental are all types of ________________________-related calls. |
Fire |
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Public safety agency is the division of a public agency that provides ________________________. |
d. All of the above . Fire-fighting b. Law enforcement c. Ambulance |
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When dealing with individuals who are deaf and handling a call requiring text communication, the telecommunicator should be ________________________. |
d. All of the above Aware of causes and solutions of transmission difficulties b. Able to identify incoming TTY calls c. Knowledgeable of basic guidelines on etiquette and protocol |
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If clothing or people are on fire, instruct the caller to stop, drop, and ________________________, followed by a drench from water. |
Roll |
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A powerful tool for effective communication is ________________________. This is demonstrated by using a calm and soothing manner when talking with a caller. |
b. The tone of voice |
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If caller needs to evacuate a building due to fire, instruct them to use windows or ________________________. |
Doors |
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Displaying good ethics and accountability, meeting the mission and goals of public safety, and possible captures of suspects all illustrate the importance of ________________________ between the telecommunicator and the caller. |
a. Timely and accurate communication |
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The types of radio communication systems include: |
d. All of the above Half-duplex b. Simplex c. Repeater system |
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Ethical decision-making tools include: |
d. All of the above Trustworthiness, integrity, loyalty, and justice and fairness b. Promise-keeping, responsibility, accountability, and caring c. Pursuit of excellence, self-restraint, respect, and civic virtue |
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Not paying attention, being passive, and being self-consciousness are ________________________. |
c. Barriers to good listening |
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Directories, computerized records, and contact information for other agencies, organizations, or services are examples of ________________________. |
a. Resources available in a communications department/center |
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If the victim is suffering from serious bleeding, direct the caller to ________________________. |
b. Apply direct pressure to the wound |
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If the caller is reporting wild or irrational things, the telecommunicator should ________________________. |
d. Respond by expressing empathy and concern |
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Some ways of reducing exposure to liability include:- Training and education- Using common sense - ________________________ |
d. Following department policies and procedures |
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Being calm, alert, and maintaining control are very important when ________________________. |
d. Broadcasting information over the radio |
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A powerful tool for effective communication is ________________________. This is demonstrated by using a calm and soothing manner when talking with a caller. |
b. The tone of voice |
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In order to maintain an officer's and the public's safety, the telecommunicator may need to ________________________. |
d. All of the above |
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A telecommunicator will be able to identify the requirements of the ADA involving public safety and emergency telecommunications, including:1. The ADA and public safety2. The ADA and the 9-1-1 system3. State requirements4. ________________________ |
c. Your department policies and procedures |
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Some liability concerns in emergency situations that involve a telecommunicator are:- Expectation of service- Standard of care- ________________________ |
d. Response time |
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A radio dispatcher may have to ________________________. |
c. Respond to multiple incidents at the same time |
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A telecommunicator should be able to describe the ________________________ of a wired telephone system. |
a. General configuration |
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Giving the caller their story back to them in your own words demonstrates the active listening technique of ________________________. |
Paraphrasing |
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Repeating back the last word or phrase the caller has just said is an example of the active listening technique, ________________________. |
a. Reflective/Mirroring |
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EMS-related calls can include:- Stabbing/Gunshots- Heat exhaustion- ________________________ |
d. All of the above a. Choking b. Poisoning c. Suicide |
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Being alert, a good note taker and detail orientated are ________________________ and ________________________ good telecommunicator. |
c. Traits, qualities of a |
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After the call-taker receives a call for service, the call is sent to the radio dispatcher ________________________. |
d. For assignments to field units |
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Ethical decision-making tools include: |
d. All of the above |
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"Are you telling me...?" "Are you saying...?" are examples of the active listening technique ________________________. |
Paraphrasing |
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There are two types of causation; cause in fact and ________________________. |
b. Cause in action |
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During radio dispatch, the dispatcher will use phonetic alphabets and ________________________. |
a. Numeric codes |
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Directories, computerized records, and contact information for other agencies, organizations, or services are examples of ________________________. |
a. Resources available in a communications department/center |
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A phonetic alphabet is ________________________. |
b. Specific words to represent each letter of the alphabet |
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Labor Code §22.001(3) Employment discrimination for participating in emergency evacuation, provides employment protection to emergency services personnel who are required in the scope of their employment to provide services during emergency situations. This personnel includes: |
a. Firefighters, EMTs, and Law enforcement officers |
|
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If the caller is challenged, angered, or embarrassed, a crisis will often ________________________. |
Escalate |
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Have the caller check the victim for stains or burns around the mouth. This may indicate ________________________. |
a. A possible drug overdose |
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If you have to contact appropriate response units, you should: |
d. All of the above |
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When dealing with a person in crisis, you should move away from emotional escalations and more towards ________________________. |
d. Specific actions and solutions |
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To broadcast over the radio effectively, you should be familiar with ________________________ and ________________________. |
c. Microphones, headsets |
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Reflecting/Mirroring during a call gives feedback that is ________________________. |
exact |
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Call guides for telecommunicators can include: |
d. All of the above |
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If clothing or people are on fire, instruct the caller to stop, drop, and ________________________, followed by a drench from water. |
Roll |
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Repeating a request in exactly the same way, using the same tone of voice, is using the technique________________________. |
d. Repetitive persistence |
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An individual in ________________________ often exhibits the following:- Turning away from their usual support systems- Normal coping mechanisms don't work |
Crisis |
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Civil Practices and Remedies Code, §74.151, Liability for Emergency Care, a person who in good faith administers care at the scene of an emergency is not liable for civil damages, is also known as the ________________________. |
b. Good Samaritan law |
|
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The telecommunicator will be able to define ________________________ and ________________________ associated with radio technology. |
a. Terms, concepts |
|
|
An emergency is the occurrence or imminent threat of: |
d. A combination of any factor listed above |
|
|
Text phones use the Baudot and ________________________ signaling. |
ASCII |
|
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Some liability concerns in emergency situations that involve a telecommunicator are:- Expectation of service- Standard of care- ________________________ |
d. Response time |
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An individual in ________________________ often exhibits the following:- Turning away from their usual support systems- Normal coping mechanisms don't work |
Crisis |
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________________________ is the process of entering into an individual's life in order to defuse the destructive effects of unusual stress being experienced. This often emphasizes the immediate management, rather than the resolution, of a crisis. |
b. Crisis intervention |
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Timely and accurate communication between the telecommunicator and the caller can lead to ________________________. |
b. Safety of the victim(s) |
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When a telecommunicator knows his or her agency's service/geographic area, they will know area landmarks, reference points, and ________________________. |
Jurisdictions |
|
|
A telecommunicator will be able to demonstrate the methods for using ________________________ and recorders. |
Maps |
|
|
During a call, "I" messages helps to humanize yourself to the caller and ________________________. |
c. Convey your message in a non-threatening manner |
|
|
If the victim is suffering from serious bleeding, direct the caller to ________________________. |
b. Apply direct pressure to the wound |
|
|
Ethical decision-making tools include: |
d. All of the above |
|
|
Health and Safety Code §576.01, Rights of a person with mental illness under the Constitution and law, basically strips the mentally ill of all rights and privileges. |
FALSE |
|
|
After the call-taker receives a call for service, the call is sent to the radio dispatcher ________________________. |
d. For assignments to field units |
|
|
Repeating a request in exactly the same way, using the same tone of voice, is using the technique________________________. |
d. Repetitive persistence |
|
|
Some ________________________ include:- Staying calm- Being non-judgmental- Using active listening skills |
c. Crisis intervention methods |
|
|
When dealing with a person in crisis, you should move away from emotional escalations and more towards ________________________. |
d. Specific actions and solutions |
|
|
Being knowledgeable about FCC requirements includes knowing the ________________________. |
a. Radio frequencies for department/call centers |
|
|
Instructions for using a fire extinguisher include the acronym PASS. PASS stands for Pull, Aim, Squeeze, and ________________________. |
Sweep |
|
|
In order to maintain an officer's and the public's safety, the telecommunicator may need to ________________________. |
d. All of the above |
|
|
In order to maintain an officer's and the public's safety, the telecommunicator may need to ________________________. |
d. All of the above |
|
|
The ________________________ administers and enforces provisions relating to the standards of conduct of state officers and employees. |
a. Texas Ethics Commission |
|
|
A telecommunicator should be able to discuss some ________________________ or improper practices as they relate to liability issues. |
c. Discriminatory |
|
|
The telecommunicator can use these types of indicators that can help a person who is suffering from mental illness. |
d. All of the above |
|
|
A person suffering from ________________________ has a condition that impairs that person's thoughts, perceptions of reality, emotional processes, and judgment. |
c. Mental illness |
|
|
Call guides for telecommunicators can include: |
d. All of the above |
|
|
During a call, "I" messages helps to humanize yourself to the caller and ________________________. |
c. Convey your message in a non-threatening manner |
|
|
Deaf means ________________________. |
a. Hard-of-hearing or unable to hear at all |
|
|
Person(s) with mental retardation may have difficulties with: |
d. All of the above |
|
|
When dealing with a person with a mental impairment some important considerations include: |
a. Recognize your own prejudices |
|
|
Someone with ________________________ has a sub-average intelligence with an IQ of 70 or less and often requires special training, education, supervision, and treatment. |
b. Mental retardation |
|
|
After the victim is away from danger, you should advise bystanders to ________________________. |
d. Not move the victim |
|
|
Someone with a major depressive issue will display the following symptoms:- Weight loss/gain- Difficulty concentrating- ________________________ |
d. Depressed mood lasting at least two weeks |
|
|
If you have to contact appropriate response units, you should: |
d. All of the above |
|
|
"You are wrong." "I can't help you." "Things could be worse." These are examples of phrases that ________________________. |
c. Should be avoided by the telecommunicator |
|
|
A telecommunicator should be able to identify the Basic and Enhanced ________________________ system. |
b. 9-1-1 |
|
|
If a person's conduct falls below ________________________, it may result in a breach of duty; ultimately ending in liability under negligence law. |
c. The standard of care |
|
|
If a person claims to be Abraham Lincoln, they are suffering from ________________________. |
b. Delusions |
|
|
When broadcasting information over the radio, you should be aware of the following:- Clarity- Voice projection (loudness)- ________________________ |
c. Rate of speech |
|
|
If the telecommunicator is the recipient of a barrage of verbal abuse or profanity, they should respond by ________________________. |
a. Not reacting, but maintaining a tone of calmness |
|
|
An older person displaying signs of dementia, poor memory, and being easily agitated may be suffering from ________________________. |
Alzheimer's |
|
|
The occurrence or imminent threat of damage, injury, or loss of life or property resulting from an extraordinary natural or man-made cause is known as ________________________. |
c. An emergency |
|
|
________________________ is a juvenile or adult with mental illness, mental retardation, or developmental disability, who is arrested or charged with a criminal offense. |
a. An offender with mental impairment |
|
|
More than 80% of people ________________________ before they attempt to do so. |
c. Talk about their intention to kill themselves |
|
|
A family history of abuse, suicidal behavior in friends or family, and having a firearm in the home can all be placed in the ________________________view of suicide. |
Sociological |
|
|
In the case of police suicide: |
d. All of the above |
|
|
"Go away. We don't need or want you here." "This is none of your business" These are typical responses from a ________________________. |
b. Person who has barricaded themselves |
|
|
During a hostage crisis, the goal of the call-taker should be ________________________ with the hostage taker to order to bond with them, establish rapport, and defuse the situation. |
a. To effectively communicate |
|
|
Call guides for telecommunicators can include: |
d. All of the above |
|
|
Verbal cues of a planned suicide include: |
d. All of the above |
|
|
The use of active listening skills causes time to pass negatively, breaks down rapport, and causes loss of intelligence or insight. |
FALSE |
|
|
When dealing with a person with a mental impairment some important considerations include:- Be specific about expectations- Communicate tolerance and acceptance- ________________________ |
a. Recognize your own prejudices |
|
|
Any type of system in which electric or electromagnetic signals are used to transmit information is known as ________________________. |
Communication |
|
|
Some specialized techniques for handling calls involving persons who are mentally ill include:- De-escalating techniques- Recognizing signs of instability- Distinguishing between criminal behavior and signs of mental illness- ________________________ |
d. Interacting with mental health professionals |
|
|
When we hear what we want, are expecting, or are taught to hear, we are listening through a ________________________ filter. |
Programming |
|
|
After establishing a rapport with a suicidal caller, you should ________________________. |
b. Stay on the line until police or EMS arrive |
|
|
________________________ is the act of killing oneself that is often seen as a way of taking control or elevating pain. However, it is a permanent solution to a temporary problem. |
Suicide |
|
|
Each call that comes into a call center can increase an exposure to liability. Areas of potential liability include:1. Failure to classify or prioritize calls correctly2. Failure to follow agency guidelines and protocols3. ________________________ |
a. Failure to maintain contact with a caller on a high-risk or high-priority call |
|
|
In order to trace a call, a telecommunicator will need to know the proper steps and ________________________. |
Equipment |
|
|
In-progress situations can include:- Pursuits- Robberies- ________________________ |
b. Riots or violent demonstrations |
|
|
A portable home phone is also known as a ________________________. |
Land line |
|
|
People with ________________________ will have an abnormally high, expansive, or irritated mood. They may be very talkative, are easily distracted, and engage in risky/self-destructive behavior. |
a. Bipolar disorder |
|
|
"When broadcasting over the radio, you should consider descriptions of motor vehicles, persons, and ________________________. " |
a. Events/situations |
|
|
If you have to contact appropriate response units, you should: |
d. All of the above |
|
|
A ________________________ is an individual employed by or serving a law enforcement agency who receives, processes, and transmits public safety information. |
b. Telecommunicator |
|
|
Under HSC §576.001, the mentally ill have the right to: |
d. All of the above |
|
|
A radio dispatcher may have to ________________________. |
c. Respond to multiple incidents at the same time |
|
|
Suicide is not a phenomena affecting only the rich or very poor. All groups of people are proportionately represented with suicide cases. |
TRUE |
|
|
"Go away. We don't need or want you here." "This is none of your business" These are typical responses from a ________________________. |
b. Person who has barricaded themselves |
|
|
________________________ is the act of killing oneself that is often seen as a way of taking control or elevating pain. However, it is a permanent solution to a temporary problem. |
Suicide |
|
|
When dealing with a person with a mental impairment some important considerations include:- Be specific about expectations- Communicate tolerance and acceptance- ________________________ |
a. Recognize your own prejudices |
|
|
Instructions for using a fire extinguisher include the acronym PASS. PASS stands for Pull, Aim, Squeeze, and ________________________. |
Sweep |
|
|
Select the ethics check question. |
b. Is my decision fair to everyone concerned? |
|
|
A method for dealing with a barricaded caller is: |
d. Working toward building trust and rapport |
|
|
Elements of negligence, which can lead to liability, include: |
b. Definition of duty |
|
|
The FCC gives licenses to ________________________. |
c. Radio stations |
|
|
Some methods of effective communication are: |
d. All of the above |
|
|
The 14th Amendment of the U.S. Constitution lists three class of rights, which are:- Privileges and immunities of U.S. citizens- Due process of law- ________________________ |
c. Equal protection under the law |
|
|
Telecommunicators' responsibilities include:- Giving pre-arrival medical instructions to EMS personnel- Updating pertinent information to responders- ________________________ |
a. Providing a reasonable standard of care to the caller |
|
|
If the caller is challenged, angered, or embarrassed, a crisis will often ________________________. |
Escalate |
|
|
The purpose of a telecommunicator being able to identify various mapping tools is ________________________. |
c. To provide assistance in locating callers and tracking responders |
|
|
Communication transmits information by: |
d. A combination of any factor listed above |
|
|
More than 80% of people ________________________ before they attempt to do so. |
c. Talk about their intention to kill themselves |
|
|
When dealing with a suicidal caller, you are giving ________________________, not trying to resolve the problems that brought the caller to the crisis point. |
c. Psychological first aid in a crisis |
|
|
People with ________________________ will have an abnormally high, expansive, or irritated mood. They may be very talkative, are easily distracted, and engage in risky/self-destructive behavior. |
a. Bipolar disorder |
|
|
Verbal cues of a planned suicide include: |
d. All of the above |
|
|
A family history of abuse, suicidal behavior in friends or family, and having a firearm in the home can all be placed in the ________________________view of suicide. |
Sociological |
|
|
"You are wrong." "I can't help you." "Things could be worse." These are examples of phrases that ________________________. |
c. Should be avoided by the telecommunicator |
|
|
A telecommunicator should know his or her agency's organizational structure; functional relationship and duties; missions and goals, and ________________________. |
c. Service/geographic area |
|
|
Family violence, assault, and kidnapping are some types of ________________________ calls. |
d. Police-related calls |
|
|
Being calm, alert, and maintaining control are very important when ________________________. |
d. Broadcasting information over the radio |
|
|
A batterer's potential to commit murder often includes the following:- Obsession with the victim- Access and previous use of weapons- ________________________ |
d. All of the above |
|
|
Batterers often have the following traits: |
d. All of the above |
|
|
Person(s) with mental retardation may have difficulties with: |
d. All of the above |
|
|
Text phones use the Baudot and ________________________ signaling. |
b. ASCII |
|
|
A telecommunicator will be able to identity incoming ________________________text calls. |
TTY |
|
|
Most hostage takers will show ________________________, by using the hostages as leverage to get that they want. |
c. A goal-oriented and purposeful manner |
|
|
________________________ is a private or civil wrong, for which the court will provide a remedy in the form of an action for damages. |
Tort |
|
|
Some ________________________ include:- Staying calm- Being non-judgmental- Using active listening skills |
c. Crisis intervention methods |
|
|
The root cause of spouse and partner abuse is ________________________. |
c. The abuser's need for power and control |
|
|
Laws specifically targeting domestic violence include mandatory arrests, stalking laws, and ________________________. |
b. Protective orders |
|
|
After having some experience in taking emergency calls, there is a danger in ________________________ common or routine calls. |
b. Minimizing |
|
|
________________________ during a call creates empathy and rapport, clarifies content, and demonstrates you have listened and understood. |
Paraphrasing |
|
|
Often during a domestic violence call, ________________________ are assaulted. |
b. Law enforcement officers |
|
|
Some specialized techniques for handling calls involving persons who are mentally ill include:- De-escalating techniques- Recognizing signs of instability- Distinguishing between criminal behavior and signs of mental illness- ________________________ |
d. Interacting with mental health professionals |
|
|
The telecommunicator roles include the value of an emergency telecommunicator and the ________________________ . |
b. Goals and objectives |
|
|
Children have to be in the room where the assault occurred to witness the assault. |
FALSE |
|
|
Financial dependence, undocumented immigrant status, and family or cultural pressure are some of the reasons ________________________. |
a. A victim stays with her batterer |
|
|
One in five teenage girls will be _______________________ in a dating relationship. |
d. Physically and/or sexually abused |
|
|
A ________________________ is a person(s) held and threatened by another person(s) in order to bring about the fulfillment of certain demands by a third party, usually law enforcement. |
Hostage |
|
|
During a call, "I" messages helps to humanize yourself to the caller and ________________________. |
c. Convey your message in a non-threatening manner |
|
|
If the government is going to take away a citizen's life, liberty, or property, they must give that person sufficient notice of their intention and allow that person a fair hearing before depriving him or her of their rights. This is called ________________________. |
d. Due process of law |
|
|
A juvenile is ________________________. |
d. A person under the age of 21 |
|
|
A person suffering from ________________________ has a condition that impairs that person's thoughts, perceptions of reality, emotional processes, and judgment. |
c. Mental illness |
|
|
During a hostage crisis, the goal of the call-taker should be ________________________ with the hostage taker to order to bond with them, establish rapport, and defuse the situation. |
a. To effectively communicate |
|
|
Children have to be in the room where the assault occurred to witness the assault. |
FALSE |
|
|
Most hostage takers will show ________________________, by using the hostages as leverage to get that they want. |
c. A goal-oriented and purposeful manner |
|
|
A ________________________ or parental abduction are those involving someone related to the missing child or someone acting on behalf of that relation. |
Family |
|
|
The following are examples of ________________________:- How will I feel about myself?- Will my actions violate any laws, codes, or constitutional rights?- Is it against my agency/department's guidelines? |
a. Ethics check questions |
|
|
If clothing or people are on fire, instruct the caller to stop, drop, and ________________________, followed by a drench from water. |
Roll |
|
|
When taking a report of a missing person, a telecommunicator should: |
c. Obtain and verify the incident location along with the caller's contact information |
|
|
A radio dispatcher may have to ________________________. |
c. Respond to multiple incidents at the same time |
|
|
The types of radio communication systems include: |
d. All of the above |
|
|
Civil Practices and Remedies Code, §74.151, Liability for Emergency Care, a person who in good faith administers care at the scene of an emergency is not liable for civil damages, is also known as the ________________________. |
b. Good Samaritan law |
|
|
Categories of missing persons established by NCIC include:- Endangered- Involuntary- Juvenile- Catastrophe- Other- ________________________ |
Disabled |
|
|
One in five teenage girls will be _______________________ in a dating relationship. |
d. Physically and/or sexually abused |
|
|
________________________ is the process of entering into an individual's life in order to defuse the destructive effects of unusual stress being experienced. This often emphasizes the immediate management, rather than the resolution, of a crisis. |
b. Crisis intervention |
|
|
A method for reducing exposure to liability includes having high public expectations. These expectations include:- Quality of service- Improved customer service- ________________________ |
b. Prioritizing of calls |
|
|
A(n) ________________________ alert is used to assist law enforcement in the recovery of missing senior citizens statewide. |
Silver |
|
|
When a telecommunicator is directed to know the recording equipment used in a communications center, they should know the types of equipment and their ________________________. |
Function |
|
|
Rescue-related calls can include drowning, medical emergencies, and ________________________. |
b. Natural disasters |
|
|
Some methods of effective communication are: |
d. All of the above |
|
|
Circumstances which would expediate an adult missing person case could include:- The person is elderly and senile.- The person is dependent on a prescription or illicit drug.- ________________________ |
c. The missing person's safety is in question. |
|
|
________________________ during a call creates empathy and rapport, clarifies content, and demonstrates you have listened and understood. |
c. Paraphrasing |
|
|
A telecommunicator transmits public safety information on a frequency regulated by the ________________________. |
a. Federal Communications Commission |
|
|
If an envelope containing powder is received by the caller, they should: |
d. Not clean up the powder |
|
|
________________________ is the process of entering into an individual's life in order to defuse the destructive effects of unusual stress being experienced. This often emphasizes the immediate management, rather than the resolution, of a crisis. |
b. Crisis intervention |
|
|
A question to ask a caller who is phoning in a bomb threat would be: |
b. Where is the bomb right now? |
|
|
The telecommunicator will be able to define ________________________ and ________________________ associated with radio technology. |
a. Terms, concepts |
|
|
The goal of a(n) ________________________ alert is to instantly galvanize the entire community to assist in the search for and save the child. |
Amber |
|
|
Some common type of Haz-Mat incidents include radiological, biological, gases, and ________________________. |
Chemical |
|
|
If a caller has handled a suspicious package and got some of the substance/product on them, you should advise them to:- Not touch anyone or anything- Isolate themselves from other individuals- ________________________ |
b. Remove their contaminated clothing and place the items in a plastic bag |
|
|
________________________ is the unlawful use of force or violence against persons or property to intimidate or coerce a government or the civilian population in the furtherance of political or social objectives. |
Terrorism |
|
|
If clothing or people are on fire, instruct the caller to stop, drop, and ________________________, followed by a drench from water. |
Roll |
|
|
An employer being legally responsible for the actions of an employee, is an example of ________________________. |
d. Vicarious liability |
|
|
If the telecommunicator is the recipient of a barrage of verbal abuse or profanity, they should respond by ________________________. |
a. Not reacting, but maintaining a tone of calmness |
|
|
Guidelines for handling a bomb threat include:- Record the call- Try to get as much detail about the bomb and its location as possible- ________________________ |
a. Take the caller seriously but remain calm |
|
|
If the telecommunicator receives a call concerning severe weather, they should advise the caller to: |
c. Proceed to the interior of the house or building |
|
|
If a person claims to be Abraham Lincoln, they are suffering from ________________________. |
Delusions |
|
|
When dealing with a suicidal caller, you are giving ________________________, not trying to resolve the problems that brought the caller to the crisis point. |
c. Psychological first aid in a crisis |
|
|
"When broadcasting over the radio, you should consider descriptions of motor vehicles, persons, and ________________________. " |
a. Events/situations |
|
|
A ________________________ is a person(s) held and threatened by another person(s) in order to bring about the fulfillment of certain demands by a third party, usually law enforcement. |
Hostage |
|
|
The criteria for an Amber Alert includes: |
d. All of the above |
|
|
If the caller has received a suspicious package or letter, advise them to: |
c. Evacuate the immediate area |
|
|
________________________ is acts by a member of a family or household against another member of the family that is meant to cause physical harm, injury, or sexual assault. |
a. Family violence |
|
|
Misconceptions about ethics include: |
d. All of the above |
|
|
Some forms of treacherous weather conditions include severe thunderstorms, tornadoes, electrical storms, hurricanes, and ________________________. |
Flooding |
|
|
________________________ is the unlawful use of force or violence by a group or individual who has some connection to a foreign power or whose activities transcend national boundaries. |
d. International terrorism |
|
|
Biological outbreaks or threats include smallpox, the plague, measles, Hepatitis B, Botulism, Hemorrhagic fever viruses, and ________________________. |
Anthrax |
|
|
If a caller wants to create an atmosphere of panic, anxiety, and confusion where normal activities at the location are disrupted, they may call in a ________________________. |
c. Bomb threat |
|
|
If the caller indicates someone has gotten suspicious contaminants in the eye, they should be directed to wash the eyes thoroughly with water and ________________________. |
b. Forcibly hold the eyes open for 15 minutes to ensure a complete washing |
|
|
Laws specifically targeting domestic violence include mandatory arrests, stalking laws, and ________________________. |
b. Protective orders |
|
|
If an envelope containing powder is received by the caller, they should: |
d. Not clean up the powder |
|
|
________________________ is the process of entering into an individual's life in order to defuse the destructive effects of unusual stress being experienced. This often emphasizes the immediate management, rather than the resolution, of a crisis. |
b. Crisis intervention |
|
|
A question to ask a caller who is phoning in a bomb threat would be: |
b. Where is the bomb right now? |
|
|
The telecommunicator will be able to define ________________________ and ________________________ associated with radio technology. |
a. Terms, concepts |
|
|
The goal of a(n) ________________________ alert is to instantly galvanize the entire community to assist in the search for and save the child. |
Amber |
|
|
Some common type of Haz-Mat incidents include radiological, biological, gases, and ________________________. |
Chemical |
|
|
If a caller has handled a suspicious package and got some of the substance/product on them, you should advise them to:- Not touch anyone or anything- Isolate themselves from other individuals- ________________________ |
b. Remove their contaminated clothing and place the items in a plastic bag |
|
|
________________________ is the unlawful use of force or violence against persons or property to intimidate or coerce a government or the civilian population in the furtherance of political or social objectives. |
Terrorism |
|
|
If clothing or people are on fire, instruct the caller to stop, drop, and ________________________, followed by a drench from water. |
Roll |
|
|
If the telecommunicator is the recipient of a barrage of verbal abuse or profanity, they should respond by ________________________. |
a. Not reacting, but maintaining a tone of calmness |
|
|
Guidelines for handling a bomb threat include:- Record the call- Try to get as much detail about the bomb and its location as possible- ________________________ |
a. Take the caller seriously but remain calm |
|
|
If the telecommunicator receives a call concerning severe weather, they should advise the caller to: |
c. Proceed to the interior of the house or building |
|
|
If a person claims to be Abraham Lincoln, they are suffering from ________________________. |
Delusions |
|
|
When dealing with a suicidal caller, you are giving ________________________, not trying to resolve the problems that brought the caller to the crisis point. |
c. Psychological first aid in a crisis |
|
|
"When broadcasting over the radio, you should consider descriptions of motor vehicles, persons, and ________________________. " |
a. Events/situations |
|
|
A ________________________ is a person(s) held and threatened by another person(s) in order to bring about the fulfillment of certain demands by a third party, usually law enforcement. |
Hostage |
|
|
The criteria for an Amber Alert includes: |
d. All of the above |
|
|
If the caller has received a suspicious package or letter, advise them to: |
c. Evacuate the immediate area |
|
|
________________________ is acts by a member of a family or household against another member of the family that is meant to cause physical harm, injury, or sexual assault. |
a. Family violence |
|
|
Misconceptions about ethics include: |
d. All of the above |
|
|
Some forms of treacherous weather conditions include severe thunderstorms, tornadoes, electrical storms, hurricanes, and ________________________. |
Flooding |
|
|
________________________ is the unlawful use of force or violence by a group or individual who has some connection to a foreign power or whose activities transcend national boundaries. |
d. International terrorism |
|
|
Biological outbreaks or threats include smallpox, the plague, measles, Hepatitis B, Botulism, Hemorrhagic fever viruses, and ________________________. |
Anthrax |
|
|
If a caller wants to create an atmosphere of panic, anxiety, and confusion where normal activities at the location are disrupted, they may call in a ________________________. |
c. Bomb threat |
|
|
If the caller indicates someone has gotten suspicious contaminants in the eye, they should be directed to wash the eyes thoroughly with water and ________________________. |
b. Forcibly hold the eyes open for 15 minutes to ensure a complete washing |
|
|
Laws specifically targeting domestic violence include mandatory arrests, stalking laws, and ________________________. |
b. Protective orders |
|
|
If a caller is reporting a gas, chemical, or radiation leak/spill, they should: |
b. Not attempt to fix the leak |
|
|
Overly high expectations by dispatchers can be very stressful and thus shorten a career. |
a. TRUE |
|
|
Personality traits can be classified as:- Lack of assertiveness- Being selfless- ________________________ |
a. Inability to express anger |
|
|
Emotional outbursts, decreased sexual desire, pacing the floor, isolation, being jumpy, and avoidance are symptoms of ________________________ stress. |
Behavioral |
|
|
To broadcast over the radio effectively, you should be familiar with ________________________ and ________________________. |
c. Microphones, headsets |
|
|
An environmental stressor can include: |
c. Extreme temperatures |
|
|
Another word for stressed is ________________________. |
a. Burnt out |
|
|
Rotating duty assignments, decreasing the workload, and providing professional training are proactive ways of dealing with stress ________________________. |
a. In the workplace |
|
|
The definition of ________________________ includes the discipline of dealing with what is good and bad; or a moral duty and obligation. |
Ethics |
|
|
A positive consequence of minimal stress may include: |
Vitality |
|
|
If the victim is suffering from serious bleeding, direct the caller to ________________________. |
b. Apply direct pressure to the wound |
|
|
In order to trace a call, a telecommunicator will need to know the proper steps and ________________________. |
Equipment |
|
|
Some ways of reducing exposure to liability include:- Training and education- Using common sense - ________________________ |
d. Following department policies and procedures |
|
|
If you have to contact appropriate response units, you should: |
d. All of the above |
|
|
Dispatching can be a stressful job because of its ________________________ nature. |
Sedentary |
|
|
Peer support groups, therapy, relaxing in a quiet room, finding someone who allows us to vent are all ways of ____________________________. |
b. Dealing with stress |
|
|
Something that will help lessen stress in a dispatcher's life is ________________________. |
d. All of the above |
|
|
Criteria for a Silver Alert includes: |
d. All of the above |
|
|
A family history of abuse, suicidal behavior in friends or family, and having a firearm in the home can all be placed in the ________________________view of suicide. |
a. Sociological |
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When dealing with a domestic violence call, law enforcement should ________________________. |
b. Avoid the dual arrest whenever possible |
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________________________ is terrorist acts committed or initiated by rogue terrorists. |
b. Transnational terrorism |
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The goal of a(n) ________________________ alert is to instantly galvanize the entire community to assist in the search for and save the child. |
Amber |
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A negative consequence of stress may include: |
b. Heart disease |
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Blaming someone or yourself, poor decisions, distractibility, hyper-vigilence, forgetfulness, flashbacks, and nightmares are signs of ________________________ stress. |
c. Cognitive |
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Exercising, eating a balanced diet, and getting plenty of rest are all ________________________ ways of reducing or eliminating stress. |
Positive |
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________________________ is an event that can overwhelm an individual's capacity to cope. These are sudden powerful events, which are outside the range of ordinary human experiences. |
c. Critical incident |
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"Uh huh?" "Okay" "I see" are all examples of ________________________. |
b. Minimal encouragers |
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Dispatcher stressors of lighting, ventilation, noise and ergonomics can be lumped under the category of ________________________. |
c. Work environment |
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Dispatchers diets often include: |
b. Fried fast food |
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A person suffering from ________________________ has a condition that impairs that person's thoughts, perceptions of reality, emotional processes, and judgment. |
c. Mental illness |
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If a caller reports an airborne chemical or gaseous release, advise them to: |
c. Move to an interior or windowless room |
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People with Type ___ personalities often are competitive, irritable, always in a hurry, good mid-level managers, and get nervous if they have to sit and relax. |
a. A |
