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PST 2015 Sections 1-5

Terms in this set (112)

In what country was the first documented police communications where the constable carried a hand bell or rattle?
Old England
Signal lights were updated with "call booths" called "private boxes", where only officers and reputable citizen were issued keys that would allow them access to the private box. What agency was the first to do this and what year did it occur?
Chicago Police Department in 1870
Was the first to use an "on the air" voice transmission which enabled one-way radio communication from the police department to the officer
Detroit Police Department
Radio communication evolved when this state equipped their police cars with radio receivers.
California
Which city and state improved radio communications by implementing the first two-way radio system?
Bayonne, New Jersey
Citizens would dial which number for the operator who was responsible in determining the appropriate agency to use for an emergency.
"0" Zero
Which section of the Florida Statute requires anyone working in a public safety answer point (PSAP) to receive mandated training and certification prior to working independently?
401.465
In what year did they implement section 401.465 of the Florida statute, which requires all PSTs to become state certified?
2010
When and in what location was the first 911 test call made?
Haleyville Alabama in 1968
When and in what location was the first to include the enhanced 911 feature where the phone number, address and the name of the caller was automatically displayed?
Orange County, Florida in 1980
In 1999, who declared 911 as the National Communications Number?
President Bill Clinton
911 is the emergency number used in what two countries?
United States and Canada
PSTs will not engage in conduct which discredits the profession or its members, or which impairs the operations of the agency. Behaviors that might discredit the profession, the agency, or its members include?
Negative attitude and demeanor; gossiping; making derogatory statement about other agencies or its members; insubordination; misuse of equipment; inappropriate use of social media
is responsible for answering incoming calls; having working knowledge of their agency's resources; determining if it's an emergency or non-emergency call; classifying as a law, fire or EMS response, gathering pertinent responder and life safety information and relaying information in a timely manner
Call Taker
is responsible for receiving and transmitting pertinent information, tracking responders, vehicles, equipment and recording other information; determining the appropriate type and number of resources to send in a timely fashion, while keeping responder safety in mind
Dispatcher
How do absences impact a communications center?
Increases cost due to overtime; puts additional workload on others; lowers morale; adversely affects staffing; adversely affects standard of care provided to the public
the principles of honor, morality and accepted rules of conduct that govern and individual or group
Ethics
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
Professionalism
Unethical conduct by an individual PSTs is viewed by the public as a reflection on whom?
the individual, their agency, and entire profession
What Florida Statute deals with public safety telecommunicator or any employee of state, city or county agency having and interest, financial or otherwise, direct or indirect engaging 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?
112.311
Acts that are considered unethical include
dishonesty, malicious defamation, prejudice, accepting gratuities/gifts, giving false testimony, violation of laws, discourteousness; willful neglect of duty, discrimination, harassment, violation of confidential/privileged information
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.
Criminal Acts
Using one's position to secure privileges or advantages for themselves
Personal Gain
What questions should a PST consider when deciding whether or not a gratuity or gift is being offered?
would this person have given this to me if I were not a PST? and does this place me under any obligation?
Which Florida Statute explains the Standards of conduct for Public Officers, Employees of Agencies and Local Government Attorneys?
112.313
the failure to do that which a PST has a directed or moral obligation to do: careless or reckless performance of one's duties
Negligence of 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
Duty to Act
PSTs 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
Agency Values
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.
Confidentiality
Violations of confidentiality are subject to
disciplinary actions and/or civil liability and/or criminal prosecution
deals with disputes between individual or organizations. It seeks to resolve these non-criminal disputes peacefully
Civil Law
What can be awarded for violations of civil law
Compensation
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 the laws
Criminal Law
Violation of criminal law sanctions can include
imprisonment
HIPAA
Health Insurance Portability and Accountability Act
In what year was the Health Insurance Portability and Accountability Act established?
1996
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
The Security Rule
was designed to protect patients from disclosure of protected health information that is oral, written or electronic
Health Insurance Portability and Accountability Act (HIPAA)
PHI
Protected Health Information
provides federal protections for personal health information held by covered entities and gives patients an array of rights with respect to that information
The HIPAA Privacy Rule
is the taking of testimony under oath
Deposition
The scope for questioning during a deposition is
Unlimited
What is the appropriate demeanor, procedure and behavior a PST should portray during a courtroom appearance?
present a professional image, convey signs of confidence, be courteous, use proper titles, never guess an answer, and never provide more information than asked
receives incoming calls and used to make callback and notifications
Telephones
receives calls and communicates with citizens who are hearing impaired and/or unable to verbally communicate
Telecommunications Device for the Deaf (TDD)/Teletypewriter (TTY)
is an agency/vendor specific electronic database that provides the PST with call information, information from field units, response unit availability, and other resources such as criminal records, vehicle registration and other outside information sources.
Computer Aided Dispatch (CAD)
search engines that provide accurate locations based on physical address and/or longitude and latitude coordinates
Mapping Systems
enables communication between PSTs and field personnel; dispatches field units to routine and emergency scents; receives verbal communications from field units relating to self-initiated events
Radio
used to obtain criminal justice intelligence utilizing local, state, and national databases; input criminal justice information that will be added to the FCIC/NCIC hot files; send and receive state and national messages pertaining to criminal justice information
Teletype
enables a pathway for radio communications between multiple jurisdictions, multiple disciplines, and/or disparate radio systems
Interoperable Radio Systems
is an automated voice system to collect audio recordings as permanent records that may be used in criminal or civil actions, providing exact recollection of events as they happened
Recording Equipment
provide frequency based communications between the PSTs and field personnel to relay and receive information pertaining to public safety response
Radio Systems
receives calls from the public on 911 emergency lines or routine calls on administrative lines. Outgoing calls can be made to gather information, update previous calls, make notifications, etc.
Telephone systems
a service that is available for translation of calls fro non-English speaking individuals
Foreign Language Interpreter
allow for manual documentation of pertinent information pertaining to emergency and non-emergency events when the CAD is down
Call Cards
forms utilized for the manual documentation of information pertaining to criminal histories, wrecker logs, private property tows, repossessions, etc.
Logs
notify the community or departmental personnel of pertinent information
Notification Systems
Components of communication centers include
911/incoming telephone lines; radio consoles; CAD; teletype; communications personnel
ALI
Automatic Location Identifier
ANI
Automatic Number Identifier
allows communication through text, pictures, and videos
Next Generation 911 (NG911)
What are the 3 types of service radios?
Portable, Mobile and Base Station
are hand-held two-way radios small enough for a responder to carry at all times.
Portable Radio
are more powerful two-way radios permanently mounted in vehicles and powered by the vehicle's electrical system
Mobile Radios
most powerful radio and are permanently mounted in the station or remote transmitter site
Base Station
dictates that 911 services must be accessible to people with hearing and speech impairments
The Americans with Disabilities Act (ADA)
What does GA stand for when using a TDD?
Go Ahead
What does SK stand for when using a TDD?
Stop Keying
What does SK stand for when using a TDD?
Question
What does SKSK stand for when using a TDD?
End of Conversation
What number do you call to reach the Florida Relay Systems?
711
assist individuals with hearing and speech impairments in communications with those without TDD capabilities
Florida Relay Systems
As required by the ADA, communication centers are required to conduct ________ TDD training.
Biannual
What type of language is required when working with mutual aid?
Plain
used to provide seamless communication to all involved for daily operations as well as during emergencies
Florida Interoperability Radio
The Florida Crime Information Center is based in which city?
Tallahassee
Who is the FCIC administered by?
Florida Department of Law Enforcement (FDLE)
is the central repository for criminal records, criminal history, and hot file records throughout the state and is responsible for delivering the FCIC records information to respective states
FDLE
What type of information can be garnered from FCIC?
Wanted/missing persons; Stolen property/guns/vehicles; Criminal histories
NCIC
National Crime Information Center
FCIC
Florida Crime Information Center
The National Crime Information Center was created by whom?
FBI
Where is the National Crime Information Center housed?
Clarksburg, West Virginia
The International Justice and Public Safety Network was formerly known as?
National Law Enforcement Telecommunication System
maintains information on stolen and recovered property as well as wanted and missing person for all 50 US states, Canada, and other US territories
National Crime Information Center (NCIC)
is a computerized high speed message switching system created for and dedicated to the criminal justice community and provides the interstate and/or inter-agency exchange of criminal justice and related information
NLETS
What type of information can be garnered from NCIC?
Securities; Unidentified persons; US Secret Service protective files; Immigration violator files; Foreign fugitive files; gang files; Suspected terrorist files
technology that uses two way wireless communications between a vehicle and a processing center
Telematics
Remaining __ and __ __ conveys credibility and instills confidence in callers and responders
Calm; in control
encompasses communication between two or more people, including verbal and non-verbal communications
Interpersonal Skills
What are the 5 parts of the communication cycle
Sender, Receiver, Message, Medium, and Feedback
initiates communication
Sender
receives communication
Receiver
the content
Message
the means of delivery
Medium
verification that the message was received from the sender
Feedback
Active listening, patience, positive thinking, sensitivity to others, good sense of humor, seek solutions to problems and conflict, treat others with respect, tone of voice, enunciation of words, and non-verbal communication are all examples of
Positive Interpersonal Skills
What are examples of customer service skills?
Courteous and clam demeanor, professional tone of voice, authority and accuracy in answering questions, straight-forward language, control of stressful situation, and clear and concise information.
Excited utterances may be used in prosecution of a case at a later date
True
vary the volume, rate and/or pitch of speech to give particular emphasis on certain words
Inflection
is a conscious effort that requires the listener to understand and interpret what is being heard by showing interest in what the speaker is saying to ensure mutual understanding
Active Listening
refers to something that actually exists and can be verified and has been proven
Fact
refers to a process of deriving a conclusion not only based on fact but also based on human perception, opinion and logical. It is derived by reason.
Inference
provides responding units with initial knowledge of the situation, differentiates emergency calls from non-emergency calls, establishes the order of dispatch, and the level of response
Call Classification and Prioritization
An incorrect classification could potentially lead to
a liability situation for the individual and the agency
What basic questioning techniques will a PST need to use to properly classify a call?
Where, What, When, Weapons, Who, and How
What is the first and most vital piece of information that a PST obtains on a call?
Location
A weapon will always be a gun or a knife.
False
Prioritization based on call type
Law Enforcement: threat to life and/or property and chance of apprehension
Fire Services: threat to life and/or property
Emergency Medical Services: patient condition
It is essential to establish and maintain control of the conversation.
True
When establishing good telephone procedures, it is necessary to recognize that callers come from all levels of socioeconomic backgrounds.
True
Answering incoming calls promptly, managing multiple calls, identifying your agency and yourself, showing interest in the caller, and taking control of the situation are examples of
Basic Telephone Techniques
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