911 Public Safety Telecommunicators State Exam Study Guide-Section 1

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Section 1

To properly classify a call the telecommunicator will need to use the basic questioning techniques of: ________, _________, ________, ________, ________, and _________ (p17)
a. What, when, weapons, who, where, and how
b. Where, what, when, weapons, who, and how
c. When, where, what, weapons, who, and how
d. How, where, weapons, what, when, and who

b. Where, what, when ,weapons, who, and how

Vital piece of information that should be obtained first is __________
a. How many people
b. Any weapons
c. Any injuries
d. Location

d. Location

Communication cycle is composed of 5-parts (p19)
________, _________, ________, ________, and ________
a. Message, medium, sender, receiver, and followup
b. Sender, message, receiver, medium, and feedback
c. Sender, message, medium, feedback, and receiver
d. Sender, receiver, message, medium, and feedback

d. Sender, Receiver, Message, Medium, and Feedback

Basic principles of telephone techniques _______
a. Speak directly into the mouthpiece
b. Show interest in caller
c. Take charge of the conversation
d. All of the above
e. none of the above

d. All of the above

Interpersonal skills encompass communications between two or more people, including verbal and non-verbal communications
a. true
b. false

a. true

Can be defined as the principles of honor, morality, and accepted rules of conduct that govern an individual or group
a. Ethics
b. Professionalism
c. Duty to Act
d. Agency Values

a. Ethics

Can be defined as behavior and attitude patterns exhibiting standards and character marked by pride in oneself and one's career, respect for the people served and commitment to the continued development of skills in the pursuit of excellence.
a. Duty to Act
b. Professionalism
c. Agency Values
d. Ethics

b. Professionalism

As anything of value intended to benefit the giver more than the receiver, given to a person because of position and authority rather than because of individual or personal qualities.
a. Doing Business with ones Agency
b. Personal Gain
c. Team Concept
d. Gratuity

d. Gratuity

A team consists of two or more people working together to accomplish a common goal
a. Team Concept
b. Duty to Act
c. Agency Values
d. Doing Business with ones Agency

a. Team Concept

Violations of criminal laws and regulations, such as perjury, bribery, theft, identification theft, false report to law enforcement, false official statement, vandalism, burglary, firearms violations, etc
a. Negligence on Duty
b. Criminal Acts
c. Personal Gain
d. Illegal activities

b. Criminal Acts

What is this term: Public safety telecommunicators will not use their official positions to secure privileges or advantages for themselves.
a. gratuity
b. gifts
c. personal gain
d. duty to act

c. Personal gain

Most public safety agencies have rules that prohibit employees from conducting personal business for profit with their agencies. Public safety telecommunicators should refer to s.112.313, F.S., Standards of Conduct for Public Officers, Employees of Agencies and Local Government Attorneys.
a. Professionalism
b. Confidentially
c. Doing Business w/ ones Agency
d. Negligence on Duty

c. Doing Business w/ ones Agency

The failure to do that which a public safety telecommunicator has a directed or moral obligation to do; careless or reckless performance of one's duties
a. Negligence of Duty
b. Low Morale
c. Burnout
d. Duty to Act

a. Negligence on Duty

The duty of a responsible party to take action to prevent harm to the public or another party. This duty may be directed by agency policy and procedure or may result from a moral obligation.
a. Negligence on Duty
b. Duty to Act
c. Agency Values
d. Moral Duty

d. Duty to Act

Telecommunicators must be familiar with and follow all codes of ethics, professional conduct codes, standards, policies and procedures as determined by their agency. They must always uphold and follow the values and mission of their agency
a. Personal Gain
b. Team Concept
c. Agency Values
d. Doing Business with ones Agency

c. Agency Values

Name the term: PSTs will maintain the integrity of private information; they will neither seek personal data beyond that needed to perform their professional responsibilities, nor reveal case information to anyone not having proper professional use for such. Violations of confidentiality are subject to disciplinary actions and/or civil liability and/or criminal prosecution
a. HIPPA
b. Security law
c. Confidentially
d. Privacy

c. Confidentially

(Tactics used by opposing Counsel)
Used to confuse and attempt to force inconsistent answers
a. Condescending Counsel
b. Rapid Fire Questions
c. Staring
d. Conflicting Answers

b. Rapid Fire Questions

(Tactics used by opposing Counsel)
To give impression witness in inept, lacks confidence or is unreliable
a. Condescending Counsel
b. Rapid Fire Questions
c. Staring
d. Conflicting Answers

a. Condescending Counsel

(Tactics used by opposing Counsel)
To lull witness into a false sense of security to give answers in favor of defense
a. Repetitious Questions
b. Friendly Counsel
c. Badgering/ Belligerent
d. Suggestive Questioning

b. Friendly Counsel

(Tactics used by opposing Counsel)
To make witness angry so sense of logic and calmness is lost and PST is portrayed as one who can lose temper
a. Suggestive Questioning
b. Demanding Yes or No Answer
c. Reversing Witness's Words
d. Badgering/ Belligerent

d. Badgering / Belligerent

(Tactics used by opposing Counsel)
To cause lack of concentration on witness' part (focus on error rather than question)
a. Reversing Witness's Words
b. Conflicting Answers
c. Mispronouncing Telecommunicator's Name
d. Staring

c. Mispronouncing Telecommunicators Name

(Tactics used by opposing Counsel)
Attempt to confuse or lead witness
a. Suggestive Questioning
b. Condescending Counsel
c. Rapid Fire Questions
c. Conflicting Answers

a. Suggestive Questioning

(Tactics used by opposing Counsel)
To prevent pertinent and mitigating details from being considered by the jury
a. Reversing Witness's Words
b. Conflicting Answers
c. Demanding Yes or No Answer
d. Badgering / Belligerent

c. Demanding Yes or No Answer

(Tactics used by opposing Counsel)
To confuse witness and demonstrate lack of confidence in witness
a. Friendly Counsel
b. Repetitious Questions
c. Staring
d. Reversing Witness's Words

d. Reversing Witness's Words

(Tactics used by opposing Counsel)
To obtain inconsistent or conflicting answers from witness
a. Repetitus Questions
b. Staring
c. Mispronouncing Telecommunicators Name
d. Reversing Witness's Words

a. Repetitious Questions

(Tactics used by opposing Counsel)
To show inconsistency in the investigation or testimony
a. Conflicting Answers
b. Demanding Yes or No Answers
c. Condescending Counsel
d. Repetitious Questions

a. Conflicting Answers

(Tactics used by opposing Counsel)
To provoke witness into offering more than the question called for
a. Staring
b. Rapid Fire Questions
c. Friendly Counsel
d. Suggestive Questioning

a. Staring

___________to lull witness into a false sense of security to give answers in favor of defense (this tactic is used by the defense during cross examination)
a. condescending councel
b. badgering, belligerent
c. suggestive question
d. friendliness

d. friendliness

Confidential information may include:
a. The name, address, & phone number of 911 caller
b. Name of Domestic Violence Victim, Juvenile victim or offender, or sexual assault victim
c. The identity of the deceased before the next of kin is notified
d. All of the above
e. B & C

d. All of the above

__________can be awarded during civil law violations
a. monies
b. compensation
c. gratuity
d. gifts

b. compensation

(What type of information) ___________that which can be given at their request or is provided in the interest of the safety and welfare of the community. It can be disseminated through records such as reports, or recordings and may be issued through the media.
a. Public Information
b. Confidential information
c. Public records
d. Confidential records

a. Public Information

Initially, you called _______ for the ________ for 911
a. 1, operator
b. 211, police
c. zero, operator
d. zero, police

c. zero, operator

(What type of objection is this)
Objection withheld, witness may not answer, could result in mistrial if witness answers, and witness could be held in contempt
a. overrule
b. sustain
c. irrelevancy
d. refrain

b. sustain

Sunshine Law was passed in what year_______ and what is another name for it __________
a. 1909, Public Records Law
b. 1909, Security Rule
c. 1996, HIPAA Privacy Rule
d. 1996, Private Records Law

a. 1909, Public Records Law

On what date, city, and state was the 911 system developed and first test call made
a. 02/16/1968 Clarksburg, West Virginia
b. 02/16/1968 Tallahassee, Florida
c. 02/16/1968, Haleyville, Alabama
d. 02/16/1968, Jacksonville, Florida

c. 02/16/1968, Haleyville, Alabama

PSTs do not need to discern the difference between criminal and civil law
a. true
b. false

b. False
(We need to know the difference and what level of response is required or refer to other resources)

(Term)
Witness may answer question
a. Overrule
b. Sustain
c. Irrelevancy
d. Refrain

a. Overrule

(Term)
Behavior and attitude patterns exhibiting standards and character marked by pride in oneself and ones career, respect for the people served, and commitment to the continued development of skills in the pursuit of excellence
a. Professionalism
b. Empathetic
c. Courteous
d. Moral Obligation

a. Professionalism

What is the year and the location of the 1st enhanced call ____________
a. January 1928, Detroit, Michigan
b. January 1933, Bayonne, New Jersey
c. January 1980, Orange County, Florida
d. 1870, Chicago, Illinois

c. January 1980, Orange County, Florida

What is the taking of testimony under oath?
a. Swearing
b. Testimony
c. Obligation
d. Deposition

d. Deposition

Principles of honor, morality, & accepted rules of conduct that govern an individual or group is defined as ___________
a. Ethics
b. Duty to Respond
c. Professionalism
d. Team

a. Ethics

What information is given to the public at their request or is provided in the interest of the safety and welfare of the community____________
a. Public information
b. Public records
c. Private information
d. Media information

a. Public information

Unethical conduct by an individual telecommunicator is a reflection on their agency and is not a reflection on the entire profession
a. true
b. false

b. false

A high standard of ethical and moral conduct is essential in the development of a professional public safety telecommunicator both on and off duty
a. true
b. false

a. true

Accepting gratuities is not considered as unethical
a. true
b. false

b. false

Violations of confidentiality is subject to disciplinary action and/or civil liability not criminal
a. true
b. false

b. false

The _________________ was the first to use an "on the air" voice communication system in what year ___________
a. Chicago Police Department, 1870
b. California Police Department, 1929
c. Detroit Police Department, 1928
d. New Jersey Police Department, 1933

c. Detroit Police Department, 1928

A wrong classification can delay a priority call
a. true
b. false

a. true

It is important to develop interpersonal skills with co-workers and supervisors and not with the public
a. true
b. false

b. false
(have to with the public as well as other agency colleagues)

To the public the telecommunicator is the voice of authority for your agency
a. true
b. false

a. true

Good sense of humor is part of having good interpersonal skills
a. true
b. false

a. true

Understanding the communications cycle is not essential to have effective communications
a. true
b. false

b. false

What statute advises that no public safety telecommunicator or employee of a state agency or county, city or other political subdivision in the state shall have any interest financial or otherwise, direct or indirect, engages in any business transaction or professional activity; or incur any obligation of any nature, which is in substantial conflict with the proper discharge of his/her duties in the public interest
a. 119
b. 114
c. 112
d. 136

c. 112

A high standard of ethical and moral conduct is an essential ingredient in the development of a professional public safety telecommunicator on or off duty
a. true
b. false

a. true

A _________is anything of value intended to benefit the giver more than the receiver, given to a person because of position and authority rather than because of individual or personal qualities.
a. Gift
b. Reward
c. Gratuity
d. Benefit

c. Gratuity

What state was the first to utilize 2 way radios in 1933
a. California
b. New Jersey
c. Illinois
d. Florida

b. New Jersey

In what year was Senate Bill 800 declaring 911 as the National Communications number
a. 2004
b. 1961
c. 1999
d. 2001

c. 1999

Civil Law deals with the body of statutes and other laws that define conduct which is prohibited by the government and that sets out government sanctions to be imposed on those that breach laws.
a. true
b. false

b. false

When a judge "sustains" an objection
a. The witness may answer
b. The witness should ask his attorney
c. The witness should not answer
d. The witness should ask a question

c. The witness should not answer

What statute governs the Florida "Sunshine Law"
a. 114
b. 121
c. 119
d. 111

c. 119

The _________ specifies a series of administrative, physical, and technical safeguards for covered entities to use to assure the confidentiality, integrity, and availability of electronically protected health information.
a. The Sunshine Law
b. The Security Rule
c. Hippa Privacy Rule
d. Public Records Law

b. The Security Rule

Behaviors a Telecommunicator might engage in that might discredit their professionalism, the agency they work for or its members might include:
a. Negative attitude, gossiping or making derogatory statements about the agency
b. Not knowing SOP's
c. Laughing with a coworker
d. Taking frequent breaks and long lunches

a. Negative attitude, gossiping or making derogatory statements about the agency

The first 911 test call was made on February 16, 1968 in __________
a. Detroit, Michigan
b. Evanston, Illinois
c. Fort Myers, Florida
d. Haleyville, Alabama

d. Haleyville, Alabama

The information needed for basic questioning for a Telecommunicator include:
a. getting the callers first and last name, address and date of birth
b. Where, what, when, weapons, who, and how
c. finding out if the call just occured or if its past occured
d. asking if the patient needs an ambulance

b. Where, what, when, weapons, who, and how

The five parts of the communications cycle is active listening, patience, open minded acceptance, positive thinking, and sensitivity to others
a. true
b. false

b. false

Ethics can be defined as:
a. Principles of honor, morality and accepted rules of conduct an individual or group
b. Behavior and attitude patterns exhibiting standards and character marked in pride in onself
c. Respect for the people one serves
d. Commitment in one's career

a. Principles of honor, morality and accepted rules of conduct an individual or group

The first documented form of police communication was:
a. a bell
b. a whistle
c. a horn
d. a flag

a. a bell

The first hand- held radios were introduced in:
a. 1940
b. 1950
c. 1960
d. 1970

c. 1960

An ________incident is one that requires an immediate response due to persons in imminent danger of loss of life or limb, or injuries beyond immediate first aid
a. Emergency
b. Non-emergency
c. Routine
d. Urgent

a. Emergency

The acronym HIPPA stands for:
a. Health Insurance Protective and Accountability Act
b. Health Insurance Portability and Accountability Act
c. Health Integrity Protection and Assurance Act
d. Health Information Protection and Accountability Act

b. Health Insurance Portability and Accountability Act

What is now known as the "Sunshine Law" was passed in 1909 was originally known as the:
a. Florida's Law
b. Public Records Law
c. Open Records Law

b. Public Records Law

Utilizing basic questioning techniques will assit in properly classifying a call
a. true
b. false

a. true

Information being disseminated to the public is governed by the following:
a. Agency policies and local government
b. Individual agencies, state laws, and federal laws
c. Local government, state laws, and federal laws
d. Agency policies, local government, state laws, and federal laws

d. Agency policies, local government, state laws, and federal laws

Comprehend acts that are considered professionally unethical are:
a. Honesty
b. Courteousness
c. Offering or accepting gratuities
d. Judging every one alike

c. Offering or accepting gratuities

The first test call was made using the 911 system in Haleyville, Alabama on February 16, 1968
a. true
b. false

a. true

The number 911 is used as the emergency number only in the United States and Canada
a. true
b. false

a. true

Section 119.01, F.S., provides that all state, county and municipal records are closed for personal inspection and copy by any person
a. true
b. false

b. false

A telecommunicator can not be held criminally liable if they violate a law or statute
a. true
b. false

b. false

Confidential information may include all except:
a. name, address, and phone number
b. patient care information
c. suspect information
d. The identity of the deceased before the next of kin is notified

c. suspect information

A deposition, also known as a depo, is the taking of testimony under oath.
a. true
b. false

a. true

HIPPA was designed to protect patients from disclosure of protected health information that is oral, written, or electronic
a. true
b. false

a. true

What vital information should be obtained first in order to properly classify a call?
a. What the nature of the incident is
b. When did the event actually take place
c. Are there weapons
d. Where or location of the event

d. Where or the location of the event

Interpersonal skills encompass communications between two or more people and include only verbal communications
a. true
b. false

b. false

"Feedback" is not one of the 5 parts that make up the communications cycle
a. true
b. false

b. false

In 1940 the first statewide radio system was implemented by the Connecticut State Police
a. true
b. false

a. true

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