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Assignment 1

Public Safety Telecommunicator

Advance Law Enforcement & Investigations

Durham College
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MODULE 1

Question 1: Summarize the attributes of a professional public safety telecommunicator?

Answer 1:

 Effective Communication: Ability to communicate clearly, concisely, and accurately,

both verbally and in writing.

 Problem-Solving: Skill in assessing emergency situations, identifying appropriate

resources, and dispatching them in a timely manner.

 Multitasking: Capacity to handle multiple calls and tasks simultaneously while

maintaining focus and accuracy.

 Technical Proficiency: Knowledge of emergency dispatch systems, radio

communications, and other relevant technologies.

 Stress Management: Ability to remain calm and composed under pressure.

Question 2: Define Duty to Serve?

Answer 2: The duty to serve for public safety telecommunicators includes:

 Being at work and ready to work every scheduled shift: This includes weekends,

holidays, family birthdays, and night shifts.

 Providing coverage and assistance in the PSAP during disasters and emergencies: This

means being available to help even when the telecommunicator themselves may be

directly affected by the disaster.

 Serving the public, co-workers, members of other public safety agencies, and members

of support agencies: This involves providing assistance to all individuals who need help.
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Essentially, the duty to serve means that public safety telecommunicators are expected to be

dedicated and professional in their work, even under difficult circumstances, and to prioritize the

needs of others above their own. “This duty to serve also means that a telecommunicator

may be called upon to provide coverage and assistance in the PSAP during disasters and

emergencies that may also directly affect the telecommunicator, their families and friends.

Many dedicated and professional telecommunicators have spent time helping others and

protecting lives and property at a PSAP, while they themselves have lost their homes,

property and sometimes even loved ones. It truly takes a unique individual to work in this

profession!”

Question 3: Explain the telecommunicator’s responsibilities regarding confidentiality?

Answer 3: Public safety telecommunicators handle sensitive information and must keep it strictly

confidential. They cannot share this information with unauthorized individuals, even if it seems

harmless. This includes discussions with friends, family, or acquaintances. Telecommunicators

must follow their agency's specific guidelines regarding information access and avoid discussing

sensitive topics like incident responses or individuals' criminal records. By adhering to these

responsibilities, telecommunicators help protect privacy and maintain the integrity of law

enforcement operations.

Question 4: Describe the relationship between a telecommunicator’s code of ethics and that

of the PSAP?
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Answer 4: The telecommunicator's code of ethics is directly linked to the PSAP's mission and

objectives. The PSAP must establish a code of ethics that reflects the community's expectations

and guides the behavior of its employees, including telecommunicators. By adopting and

adhering to this code, telecommunicators contribute to the PSAP's overall ethical standards and

ensure that the organization meets or exceeds the public's expectations.

In essence, the telecommunicator's code of ethics serves as a framework for their professional

conduct, ensuring that their actions align with the PSAP's values and mission. This relationship

is essential for maintaining public trust and confidence in the emergency services provided by

the PSAP.

Question 5: Explain the purpose of a formal organizational structure?

Answer 5: The purpose of a formal organizational structure is that, It defines the roles and

responsibilities of each employee, establishes clear lines of authority, and provides a framework

for decision-making and problem-solving. This structure ensures that all personnel understand

their place within the organization and how their work contributes to the overall mission.

Question 6: List the common elements of basic telecommunications?

Answer 6: "Common elements of telecommunications include:

 Information gathering

 Radio and telephone communications

 Resource allocation

 Records management

 Functioning under CRTC rules

 Cohesive teamwork

 Handling requests and being responsive to calls from the public”

Question 7: Describe what fire service communication involve?

Answer 7: Fire service communication involves call taking, dispatch, and resource management

for fire service apparatus and personnel. Telecommunicators need specialized training in fire-

related areas, including fire alarm dispatching, incident command systems, and potentially

hazardous materials or technical rescue operations.

Question 8: Describe what law enforcement communication involves?

Answer 8: Law enforcement communication involves call taking, dispatching, and resource

management for various law enforcement units. Telecommunicators need specialized training in

officer safety, handling reports of crimes, and managing special situations like vehicle pursuits.

They also coordinate the deployment of units such as SWAT, crisis negotiation teams, and

explosive disposal units.

Question 9: Describe what emergency medical service communications involves?

Answer 9: Emergency medical service (EMS) communication involves call taking, dispatching,

and resource management for EMS units. Telecommunicators need specialized training in caller

management, medical instruction provision, and pre-arrival medical instructions. They also

coordinate the deployment of various EMS units, including ground ambulances, air ambulances,

and paramedics of different levels.

Question 10: List and describe the vital services provided by PSAPs?

Answer 10: Vital services provided by PSAPs include:

 Communication with the public: This includes taking calls for assistance, providing

information, and referring callers to appropriate agencies.

 Communication between members of the same agency: This involves relaying messages,

maintaining response unit status, and assigning units to calls for service.

 Communication between public safety agencies: This includes exchanging information

about incidents, coordinating responses, and disseminating information regarding single

incidents.

 Communication between public safety agencies and support services: This involves

facilitating communication between response units and support services such as towing

companies, social services, or utility companies. Telecommunicators act as a liaison

between these agencies to ensure timely and accurate communication.

Question 11: List and describe the informational resources available in a PSAP?

Answer 11: Resources available in PSAPs include:

 Internet and search engines: For accessing information and research.

 Telephone book: For finding contact information.

 Cross-reference or city directory: For matching names, addresses, and phone numbers.

 Maps: For understanding geographic areas and locations.

 CAD systems: For information management and resource allocation.

 Senior/experienced staff: For knowledge and expertise.

 Other resources: Such as street maintenance notifications, water lines, hydrant locations,

warrants, CAMEO software, weather services, and language lines.

Question 12: Explain the term service area in context of law enforcement?

Answer 12: Service areas in law enforcement refer to the geographical regions where specific

agencies operate. These areas can be defined by city, municipality, county, or provincial limits.

Understanding these boundaries is crucial for telecommunicators to ensure that officers are

dispatched to the correct locations and that jurisdictional issues are addressed appropriately.

Question 13: Explain the term service area in context of fire services?

Answer 13: Service areas in fire services refer to the geographical regions where specific fire

departments operate. These areas can be defined by city, municipality, or county boundaries, and

may sometimes differ from political jurisdictions. Understanding these boundaries is crucial for

telecommunicators to ensure that fire units are dispatched to the correct locations and that mutual

aid agreements are followed appropriately.

Question 14: Explain the term service area in context of EMS?

Answer 14: EMS service areas refer to the geographical regions where specific EMS providers

operate. These areas can vary depending on the type of EMS provider and may not always align

with law enforcement or fire service boundaries. Understanding these areas is essential for

ensuring that the closest and most appropriate EMS units are dispatched when needed.

Question 15: Explain the difference between a policy and a procedure?

Answer 15: A policy is a general guideline that establishes expectations and sets the tone for

behavior. It outlines desired outcomes but lacks specific instructions. A procedure is a step-by-

step guide that outlines the actions to be taken to achieve a policy's goal. Procedures provide

clear instructions and are easier to enforce than policies.

Question 16: What do telecommunicators need to know about agency emergency plans?

Answer 16: Telecommunicators need to know:

 The agency's emergency plan: This includes understanding the plan's purpose, objectives,

and activation procedures.

 Their role in the plan: Telecommunicators should know their specific responsibilities

during emergencies, such as activating alerts, coordinating responses, and providing

information.

 How to access and use emergency resources: This includes knowing the location of

emergency supplies, equipment, and personnel.

 Communication protocols: Telecommunicators should understand the communication

channels and procedures to be used during emergencies.

 Evacuation and shelter plans: Telecommunicators should be familiar with the agency's

evacuation and shelter plans, including designated safe areas and evacuation routes.
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MODULE 2

Question 1: List the combined verbal and nonverbal elements that communicate to the

telecommunicator the situation being reported?

Answer 1: Verbal and nonverbal cues, such as tone, speed, words, and background noises,

provide valuable insights into the situation being reported in 911 calls. Telecommunicators use

these elements to assess the urgency and dispatch appropriate resources.

Question 2: List and describe the six components of the communication cycle?

Answer 2: “The six components of the communications cycle are:

 Sender: The person who initiates the communication.

 Receiver: The person or group who is the target of the communication.

 Message: The idea itself, in whatever forms it may take.

 Medium: The way the message is transferred from the sender to the receiver.

 Context: The situation in which the exchange takes place, including the relationship

between sender and receiver

 Feedback: Communication from the receiver back to the sender in reaction to the message

as perceived by the receiver.”

Question 3: Define active listening?

Answer 3: “Active listening involves demonstrating an interest and understanding in what is

being said through staying focused, asking questions, listening for the main point and listening

for the rationale behind what is being said. As with any skill, active listening is learned through

the recognition and application of certain basic techniques. The basic techniques for active

listening are nonverbal attending, open-ended questions, paraphrasing and reflecting feelings.”
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Question 4: Define open-ended questions and give an example?

Answer 4: “Open-Ended Questions - are questions that cannot be answered "yes" or "no",

requiring the sender to provide more information. Open-ended questions begin with words like

"Tell me about... Why...How...Describe...Explain...

The use of open-ended questions:

 Encourages the sender to open up

 Allows the sender to expand on the subject in a free-ranging, comprehensive way

 Allows the sender know what they are thinking matters to you

 Loosens up quiet or reticent people

 Helps vent anger or negative emotions

Example:

 "Someone broke into my house!"

Open-ended question response: "When did this happen?"”

Question 5: Define paraphrasing and give an example?

Answer 5: “Paraphrasing - is a brief rephrasing of information provided by the sender. It

provides the restatement of the essence of the information in your own words.

The use of paraphrasing:

 Demonstrates that you are listening and that you understand what the sender is saying

 Helps you make sure your interpretation or understanding is correct

 Allows the sender to explore the issues more fully, but does not suggest that you agree

 Encourages the sender to more fully analyze and discuss the subject matter
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Example:

 Caller: "....and he has a gun"”

 Paraphrasing response: "You say you saw a gun?"

Question 6: Define reflecting feelings and give an example?

Answer 6: “Reflecting feelings is repeating in a short declarative statement the emotions or

feelings that the sender is communicating. It asserts your awareness and understanding of the

sender's feelings without indicating agreement.

The use of reflecting feelings:

 Helps open communication channels and establish rapport

 Causes the sender to feel understood

 Gives the sender the freedom to explore the issue further

 Helps the sender to vent emotions or "let off steam"

Examples:

 Caller: "Please help me - I don't know what to do".

Reflecting feelings response: "I understand you're scared. I'll stay on the line with you until

help arrives.”

Question 7: List the common traps that may prevent or discourage active listening?

Answer 7: Active listening is crucial for effective communication, but several pitfalls can hinder

its effectiveness. These include:

 Conversation overload: The abundance of conversations in a telecommunication center can

make it challenging to prioritize and focus on each call.

 Personal preoccupation: Personal thoughts and concerns can distract listeners from actively

engaging with the caller.

 Rate of thought: The difference between speaking and understanding speeds can lead to

"spare time" that should be used to process information rather than daydreaming or

planning responses.

 Noise: Distractions in the work environment can make it difficult to concentrate on the

conversation.

 Assumptions: Prejudging a caller based on past interactions can lead to missed

information.

Question 8: Explain why it is important that telecommunicators use clear speech and

proper diction?

Answer 8: Clear communication is vital for telecommunicators to ensure effective public safety

responses. Misunderstandings can lead to delays, inaccuracies, and potentially dangerous

situations. By using clear speech and proper diction, telecommunicators can:

 Improve efficiency by avoiding confusion and minimizing response times.

 Enhance accuracy by ensuring that information is transmitted correctly.

 Demonstrate professionalism and build trust with callers and response units.

 Save lives by facilitating timely and accurate emergency assistance.

Question 9: Explain the difference between an observation and an inference?

Answer 9: Observation is the act of directly noticing and recording facts or events. It's based on

what we see, hear, or experience firsthand. For example, seeing someone walk into a building is

an observation.
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Inference is a conclusion drawn from observations or assumptions. It's a deduction made based

on what we think we know, but it hasn't been directly verified. For instance, assuming someone

is going to a meeting because they entered a building marked "Conference Center" is an

inference.

Key differences:

 Directness: Observations are direct experiences, while inferences are interpretations of

those experiences.

 Certainty: Observations are more certain, while inferences carry a degree of uncertainty.

 Verification: Observations can be verified through additional evidence, while inferences

may require further investigation.

Question 10: Describe how a telecommunicator can provide good customer service?

Answer 10: A telecommunicator can provide good customer service by:

 Focusing on the caller

 Gathering the facts the caller is reporting

 Carrying a approachable attitude

 Giving respect to the caller

 Being responsive

 Giving fast and reliable service

 Always have a can-do attitude

Question 11: Describe the purpose of a PSAP’s quality assurance/quality improvement

program?
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Answer 11: Purpose of PSAP QA/QI Programs

PSAP QA/QI programs ensure high-quality telecommunicator performance. They monitor

adherence to standards, provide feedback, identify training needs, and improve overall service

quality.

MODULE 3

Question 1: Explain “call processing”?

Answer 1: “Call processing is an al-encompassing term for actions that include answering the

telephone, handling the conversation and gathering pertinent incident information.”

Question 2: Explain why it is important to answer calls promptly?

Answer 2: Importance of Prompt Call:

Prompt call answering is crucial in PSAPs. It reduces caller anxiety, prevents missed

opportunities for intervention, and maintains public trust.

Question 3: Describe the proper greeting for emergency lines?

Answer 3: The recommended greeting for emergency lines is "911, Where is your emergency?"

This direct approach immediately establishes the purpose of the call and prioritizes obtaining the

caller's location, which is the most critical piece of information in an emergency.

Question 4: Describe the proper greeting for non-emergency lines?

Answer 4: Proper Greeting for Non-Emergency Lines

While there's no universally accepted standard, a common greeting for non-emergency lines is

"This is [PSAP name]. How may I help you today?" This greeting provides a clear indication

that the caller has reached the appropriate agency and is ready to assist with their inquiry.
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Question 5: Describe the call processing techniques for displaying professionalism and

courtesy?

Answer 5: Call Processing Techniques: Displaying Professionalism and Courtesy

To demonstrate professionalism and courtesy:

 Speak clearly and directly: Use appropriate tone and manner of speech.

 Show interest: Note the caller's name and use it when appropriate.

 Take charge: Guide the caller through the information gathering process.

 Explain holds and delays: Provide clear explanations for any delays or pauses.

 Explain referrals: Offer alternative solutions or suggestions when appropriate.

 Never argue with the caller: Always remain calm and be professional.

Question 6: Describe how calls should be ended?

Answer 6: “Leave a positive impression of your PSAP and agencies it serves”.

Question 7: Define “pertinent information”?

Answer 7: "Pertinent information" is defined as:

 The information needed to get response units to the incident location;

 The information needed to prepare the response units to deal with what may confront them

when they get there.”

Question 8: List the six W’s?

Answer 8: The six W’s are:

 WHERE

 WHAT

 WHEN

 WHO
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 WEAPONS

 WITNESSES

Question 9: Describe the pertinent information that should be gathered under the category

of “WHERE”?

Answer 9: The pertinent information that should be gathered under the category of “WHERE” is

Where is help needed as in the “Location” where the emergency is.

Question 10: Describe the pertinent information that should be gathered under the

category of “WHAT”?

Answer 10: The pertinent information that should be gathered under the category of “WHAT” is:

“WHAT is happening?

“What" is tee nature of the incident? Have the caller briefly describe what is happening or

happened.

Determine it a life threatening or medical situation exists,”

Question 11: Describe the pertinent information that should be gathered under the

category of “WHEN”?

Answer 11: The pertinent information that should be gathered under the category of “WHEN” is:

“WHEN did the event occur?

Is it in progress? If not - How long ago did it occur? Keep in mind "just happened" is subjective -

it can mean 5 minutes ago or two days ago. Ask for a specific time frame. Ask questions in the

present tense instead of past tense until it is determined that it is not an incident in progress or

just occurred.

Keep the caller focused on what is happening now and what type of assistance is needed now.”
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Question 12: Describe the pertinent information that should be gathered under the

category of “WHO-Suspect Information”?

Answer 12: The pertinent information that should be gathered under the category of “WHO-

Suspect Information” is: Obtain all known descriptive information including name/address,

physical and clothing description, means and direction of travel, vehicle description and

WEAPONS.

Question 13: Describe the pertinent information that should be gathered under the category

of “WHO-Patient Information”?

Answer 13: The pertinent information that should be gathered under the category of “WHO-

Patient Information” is: “Obtain all known and required information such as age, sex, level of

consciousness, breathing status, chief complaint, details of injury/illness, recent medical history,

medications, and allergies.”

Question 14: Describe the pertinent information that should be gathered for weapons?

Answer 14: The pertinent information that should be gathered for weapons is:

Assessing Weapon Presence and Location

 Gather Information: Identify weapon type, location, and threat level.

 Consider Context: Evaluate location, time, people involved, and history of violence.

 Inform Response: Use information to plan safety protocols, force levels, and staging areas.

Question 15: Describe the pertinent information that should be gathered under the

category of “Who-Witness Information”?

Answer 15: The pertinent information that should be gathered under the category of “Who-

Witness Information” is: Witness Information

 Name: What is the witness's full name?

 Contact Information: How can the witness be contacted (e.g., phone number, email

address)?

 Description: Can you describe the witness's appearance (e.g., age, gender, height, weight,

clothing)?

 Location: Where was the witness located at the time of the incident?

 Statement: What did the witness see or hear? Can they provide a detailed statement?

Question 16: State what telecommunicators should not interject into call information?

Answer 16: According to APCO's standards, telecommunicators should avoid interjecting

personal opinions, assumptions, or judgments into call information. This includes:

 Leading questions: Avoid asking questions that suggest a particular answer (e.g., "Is the

suspect wearing a blue shirt?").

 Personal opinions: Do not express personal opinions or beliefs about the situation.

 Assumptions: Avoid making assumptions about the caller's situation or the incident.

Question 17: List the type of information that should be gathered when taking physical

descriptive information of people?

Answer 17: Physical Descriptive Information

 Name: If known, including nicknames

 Race: Use simple descriptors (e.g., white, black, brown)

 Gender: Male, female, or unknown

 Age: Approximate age (e.g., juvenile, 20s, over 50)

 Height: Estimate height

 Weight: Estimate weight and build

 Hair: Color, style, and length

 Eye Color: If noticeable

 Other Identifiers: Scars, marks, tattoos, piercings, disabilities

 Clothing: Shirt, coat, pants, shoes, accessories

Question 18: List the type of information that should be gathered when taking clothing

descriptive information of people?

Answer 18: Start at the top and work down:

 Shirt color and style

 Coat color and style, including jacket, sweater, etc.

 Pants color and style

 Shoes color and style

 Other noticeable identifiers such as bandages, a purse, a backpack, hats, glasses, etc.

Question 19: Define the acronym “CYMBALS”?

Answer 19: C - Color

Y - Year of Vehicle

M – Make/Model

B – Body

A – Additional Information

L – License Number/Expiration Date

S – Province/State of License
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Question 20: Describe the type of information that should be gathered when taking

descriptive information of vehicles?

Answer 20: When gathering descriptive information about vehicles, telecommunicators should

obtain the following details:

 Make and model: This includes the brand and specific type of vehicle.

 Color: The color of the vehicle can aid in identification.

 License plate number: This is the most crucial piece of information for tracking and

locating a vehicle.

 Direction of travel: Knowing where the vehicle is going can help guide law enforcement

efforts.

 Any distinguishing features: This could include damage, stickers, or other unique

characteristics.

Question 21: Summarize the suggestions for handling highly emotional callers?

Answer 21: Handling Highly Emotional Callers

Key Strategies:

 Maintain Calm: Use a calm, confident, and decisive tone of voice.

 Take Control: Be firm and in charge. Guide the conversation and avoid letting the caller

dominate.

 Use Persistent Repetition: Repeat requests or questions consistently to regain control and

focus the caller.

 Focus on the Big Picture: Avoid getting caught up in insignificant details.

 Avoid Arguments: Stay calm and avoid engaging in arguments with the caller.

Emotional callers may need guidance and reassurance. By maintaining a calm and controlled

demeanor, you can help them regain their composure and provide the assistance they need.

Question 22: Summarize the suggestions for handling child callers?

Answer 22: Handling Calls from Child Callers

Key Considerations:

 Assess Gravity: Don't judge the severity of a call based solely on the child's emotional

state.

 Understand Terminology: Children may use terms like "asleep" or "sleeping" to describe

unconsciousness.

 Ask Clear Questions: Break down questions into simple terms and repeat them if

necessary.

 Reassure the Child: Let them know they did the right thing by calling 9-1-1.

 Check for Adults: If the child is translating, ask if other adults are present.

Children may be nervous or unsure about calling 9-1-1. Be patient, reassuring, and focus on

getting the necessary information.

Question 23: Summarize the suggestions for handling old callers?

Answer 23: Handling Calls from Older Adults

Key Considerations:

 Understand Their Thought Process: Older adults may need to provide background

information before getting to the point.

 Pace Your Questions: Ask one question at a time and allow for thoughtful responses.

 Address Concerns: Reassure callers who may feel they are bothering you or that their

problem is insignificant.

 Communicate Clearly: Adjust your communication style if the caller has difficulty

hearing.

Patience and understanding are essential when dealing with older adult callers. By adapting your

approach, you can help them feel comfortable and ensure they receive the assistance they need.

Question 24: Summarize the suggestions for handling calls involving a mentally disturbed

person?

Answer 24: Handling Calls Involving Mentally Disturbed Individuals

Key Considerations:

 Gather Information: Obtain as much information as possible about the person's mental

health history, including diagnosed conditions, medications, and substance abuse.

 Assess Potential Threats: Determine if the individual is armed or if there are weapons

nearby.

 Understand Background: If the caller knows the individual, inquire about prior incidents

or concerning behaviors.

When dealing with calls involving mentally disturbed individuals, it is important to approach the

situation with empathy and understanding. Gather as much information as possible to ensure the

safety of all involved.

Question 25: Summarize the suggestion for handling demanding “social status” callers?

Answer 25: Handling Demanding Social Status Callers

 Maintain Professionalism: Treat all callers with respect and courtesy, regardless of their

perceived social status.

 Follow SOPs: Adhere to established protocols and avoid making promises you cannot

keep.

 Prioritize Calls: Assign priority based on the severity of the emergency, not the caller's

social status.

Question 26: Summarize the suggestions for handling intoxicated callers?

Answer 26: Handling Intoxicated Callers

 Maintain Professionalism: Remain calm and composed, even when dealing with difficult

callers.

 Control the Call: Guide the conversation and avoid getting drawn into arguments.

 Gather Information: Obtain necessary details, such as the caller's location and the nature

of the emergency.

 Dispatch Assistance: If required, dispatch appropriate resources to the scene.

 Consider Underlying Issues: Be mindful that intoxication may mask other medical

conditions or injuries.

MODULE 13

Question 1: Describe what liability generally refers to in legal cases?

Answer 1: Liability generally refers to legal responsibility for one's actions or omissions. It can

arise from negligence, breach of contract, or other wrongful conduct. In legal cases, the

determination of liability often involves assessing whether a party's actions or omissions caused

harm to another.

Question 2: Identify the typical standard used in deciding liability cases?

Answer 2: Liability in Telecommunications

 Reasonable Person Standard: Telecommunicators are held to the standard of a reasonably

prudent telecommunicator.

 Key Considerations: Training, experience, policies, procedures, and foreseeability.

 Assessment: Determine if actions or omissions were negligent based on the standard.

Question 3: Describe what a discretionary act is?

Answer 3: Discrete Discretionary Acts in Telecommunications

 Decision-Making: Actions based on judgment and discretion, not specific rules.

 Examples: Dispatching resources, providing instructions, prioritizing calls, transferring

calls.

 Scope: Must act within training, policies, and procedures.

Question 4: Define ministerial duty?

Answer 4: Ministerial Duties in Telecommunications

 Mandatory Tasks: Legal or professional responsibilities that cannot be delegated.

 Examples: Answering calls, gathering information, dispatching resources, following

protocols.

 Consequences: Failure to fulfill duties can lead to legal liability.

Question 5: Define negligence?

Answer 5: “Negligence is the omission to do something a reasonable person, guided by those

ordinary considerations which ordinarily regulate human affairs would do or the doing of

something which a reasonable and prudent person would not do. All negligence cases fall under

tort law.”

Question 6: How is negligence proven?

Answer 6: “To prove negligence, the injured party must show:

1) that the defendant had a legal duty to the injured party

2) that the actions taken (or failure to act) were negligent, not what a reasonable, prudent

person would have done and

3) that the damage or injury was caused by the negligence.”

Question 7: Define Vicarious liability?

Answer 7: “Vicarious Liability, that is indirect legal responsibility, such as the liability of an

employer for the actions or inactions of an employee, may apply to supervisors or other agency

personnel.”

Question 8: List the assumptions a caller may have when contacting 9-1-1?

Answer 8: The assumptions a caller may have when contacting 9-1-1 are:

 “They have reached the proper agency;

 The person answering the telephone is trained to handle their request;

 The person answering the phone will immediately dispatch the proper agencies;

 The proper agencies will arrive quickly and provide the required assistance; and

 The situation will be resolved in an acceptable manner.”

Question 9: Name three tips for the effective delivery of court testimony?

Answer 9: Three tips for the effective delivery of court testimony are:

 Think about the question before giving your answer.

 Don’t interrupt a question from the assumption with answer.

 If not heard, ask to repeat the question

Question 10: Describe the duty of telecommunicator in the call taking phase?

Answer 10: The telecommunicator's duty in call taking involves:

 Gathering accurate information.

 Classifying the incident correctly.

 Verifying information.

 Recording details.

 Remaining in contact with the caller.

 Following PSAP procedures.

 Avoiding false assurances.

Question 11: State how the telecommunicator can reduce liability exposure during the call

taking phase?

Answer 11: To reduce liability during the call taking phase, the telecommunicator should:

 Follow PSAP policies and procedures.

 Gather accurate information.

 Avoid making false assurances.

 Verify information.

 Document all details.

Question 12: Describe the duty of the telecommunicator in the dispatch phase?

Answer 12: The telecommunicator's duties in the dispatch phase include:

 Assessing potential risks: Identifying potential hazards or threats to response units.

 Gathering information: Obtaining information about weapons, environmental hazards, and

other risk factors.

 Relaying information: Communicating accurate information to response units during

dispatch.

 Prioritizing calls: Determining the appropriate use of allocated resources.

 Deciding on response units: Determining the number and type of response units to deploy.

 Considering responder safety: Considering the safety of response units when making

decisions.

Question 13: State how the telecommunicator can reduce liability exposure during the

dispatch phase?

Answer 13: The telecommunicator's role in reducing liability exposure during the dispatch

phase:

 Follow procedures: Adhere to PSAP policies.

 Gather accurate info: Obtain accurate information.

 Prioritize calls: Allocate resources effectively.

 Provide clear instructions: Give clear guidance to response units.

 Use technology: Utilize APCU for tracking and dispatch.

 Document actions: Maintain detailed records.

Question 14: Describe the duty of the telecommunicator in the post-dispatch phase?
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Answer 14: The telecommunicator's duty in the post-dispatch phase is to ensure the safe and

efficient resolution of the incident. This includes relaying information, acting, verifying

information, and monitoring the situation. Failure to fulfill these duties can have serious

consequences.

Question 15: List some types of information the telecommunicator is required to keep

strictly confidential?

Answer 15: The telecommunicator is required to keep strictly confidential information such as:

 Criminal activity: Information about crimes or suspects.

 Law enforcement actions: Details of police operations or investigations.

 Building plans: Floor plans or blueprints of buildings.

 Medical histories: Patient health records.

 Driving records: Information about a person's driving history.

 Operational information: Sensitive information about the PSAP or its operations.

Question 16: State why standard operating procedures (SOP) are necessary?

Answer 16: Standard Operating Procedures (SOPs) are necessary to:

 Define ministerial duties: Clearly outline the specific tasks and responsibilities of

telecommunicators.

 Limit discretion: Reduce the reliance on personal judgment and ensure consistent

application of procedures.

 Reduce the risk of operational mistakes: Provide clear guidelines to help

telecommunicators avoid errors and ensure efficient operations.

 Minimize liability: Protect the PSAP and its employees from legal consequences by

establishing clear standards of conduct.

Question 17: State why training assists in minimizing liability risk?

Answer 17: Telecommunicators receive comprehensive training on medical terminology,

protocols, and procedures to minimize liability risks.

Question 18: State the best method a telecommunicator can use to reduce their liability?

Answer 18: The best method a telecommunicator can use to reduce liability is to follow Standard

Operating Procedures (SOPs) consistently. SOPs provide clear guidelines and procedures for

handling various situations, minimizing the risk of errors and ensuring compliance with legal and

ethical standards. Additionally, staying up to date with training and continuing education can

help telecommunicators stay informed about best practices and avoid potential pitfalls.

Question 19: What is subpoena?

Answer 19: A subpoena is a legal document that compels a person to appear in court to testify or

provide evidence. It can be issued by a court, a grand jury, or a government agency.

Question 20: What is the difference between a “witness” and a “expert witness”?

Answer 20: A witness provides firsthand testimony about events they have observed or

experienced. They are typically not considered experts in a particular field.

An expert witness is someone who has specialized knowledge or training in a particular field.

They can provide expert opinions on matters related to their area of expertise. Expert witnesses

are often hired by one of the parties in a legal case to provide their specialized knowledge and

opinions to the court.

Question 21: What are three things regarding your testimony that, once lost, is difficult to

regain?

Answer 21: Three things regarding your testimony that once lost is difficult to regain":
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 Credibility: Once your credibility is damaged, it can be very difficult to regain trust.

 Clarity: If your testimony is unclear or inconsistent, it can be difficult to clarify your

statements later.

 Relevance: If your testimony is not relevant to the case, it may be difficult to introduce it at

a later time.