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the skill, good judgment, polite behavior that is expected from a person who is trained to do a job.
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A system of principles; the rules of conduct recognized in respect to a particular group, culture, ect
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APCO Test
APCO
| Question | Answer |
|---|---|
| the skill, good judgment, polite behavior that is expected from a person who is trained to do a job. | Professionalism |
| A system of principles; the rules of conduct recognized in respect to a particular group, culture, ect | Ethics |
| Defines the relationships between frontline telecommunicators, supervisors and managers | Chain of Command |
| Law Enforcement, Fire and EMS | 3 disciplines of public safety |
| Primary functions including communication; with the public, between members of the same agency and between public and agancies | Vital Services |
| Is a guide that states what should happen in terms of outcomes. (thinking) | Policy |
| PSAP | Public Safety Answering Point |
| The specific guideline to achieve the goal of the policy (action) | Procedure |
| The tone in which these are delivered; words, tone of voice, inflection, background noises | Non-Verbal |
| Evaluating current risk exposures preventing, eliminating or mitigating exposure to adverse circumstances | Risk Management |
| No more or less then what is being asked | Testifying |
| How a typical person with ordinary prudence would act in certain circumstances. | Reasonable and Prudent person |
| The operational methods used to route call information through and between agencies. | Call Routing |
| Sender, Receiver, message, medium, context and feedback | Communication Cycle |
| Physically signaling that you are listening | Non-verbal Attennding |
| Questions that cannot be answered with a yes or no | Open ended Questions |
| A brief rephrasing of the information provided by the sender | Paraphrasing |
| Conversation over load, personal preoccupation, rate of though, noise and assumptions | Active listening pitfalls |
| The act or practice of noting and recording facts and events. | Observation |
| Meeting or exceeding customer expectations | Customer service |
| A Process of supplying supplemental personnel , equipment to an incident | Mutual Aid |
| A number used by wireless telephone carriers to route the call and identify the cell site from which the call originates | P-ANI |
| Term used to describe the complete range of radio frequencies used for communication | Spectrum |
| Accept and respect each individual as a unique person | Diversity |
| There is no hard and fast rule as to the course of conduct one must or must not tact | Discretionary Act |
| Programs in place to oversee the performance of staff, that standards and procedures are met | Quality Assurance |
| Color, Year, Make/Model, Body, Additional info, License # expiration | CYMBALS |
| May need to raise your voice to match the caller or use persistent repetition | Hysterical callers |
| A tool to help public safety telecommunicators perform the duties of call taking and dispatch | Guidecards |
| Provide dedicated lines for sending the caller to the correct answering point | Basic 911 |
| Upgrade from basic 911 automatically provides telephone number and address of the caller | Enhanced/ E911 |
| Automatic Location Identification | ALI |
| ANI | Automatic Number Identification |
| Always verify ______ information | Location |
| Technology that allows you to make a telephone call from the computer using the internet | VoIP |
| Anything in close proximity to the fire that may become involved or which if involved may escalate the danger greatly | Fire exposure |
| a routing table that identifies all street names, range of theoretically possible house numbers for each street | MSAG |
| System often provides a address and phone number of a single, central location within the system. | PBX |
| Must be considered a potential TTY call until proven otherwise | Silent call |
| Connects the user to a service provider by video phone | Video Relay service |
| Technology and industry involved in delivering location based services to consumer driven vehicles | Telematics |
| Telematics Call Center | TCC |
| activation of crash sensors | Automatic crash notification (ACN) |
| TCC operator, the Telematics user and the PSAP are connected in a 3 way call | Conference in |
| The in the vehicle emergency button, but no voice contact can be made | Emergency button |
| Incorporated into CAD that can be used to provide a mapped location of repose units | Automated Vehicle Locator (AVL) |
| Record radio and telephone conversation | Logging Recorders |
| The length of a radio must be brief but no longer than...... | 30 seconds |
| Used to emphasize certain important part of a message and to ensure the message is correct | Echo Procedures |
| Should contain sufficient specific information o give the responders a good chance to identify | BOLO/ATL Be on the Look Out/ Attempt to Locate |
| An independent US government agency, directly responsible to congress/ they license for frequencies for public safety responders | Federal Communications Commission (FCC) |
| Used to extend the effective range of communication by receiving and retransmitting radio signals | Repeaters |
| Are permanently installed in response unit vehicles and apparatus | Mobile Radio |
| Uses only one frequency to transmit outgoing and incoming messages | Simplex System |
| The ability for multiple agencies to conserve with one another using common radio frequencies | Radio Interoperability |
| Sort through variables and categorize them. It is then possible to prioritize the call, decide what response is necessary and take appropriate action. | Call Classification/ Call Type |
| System is nationwide that organized under state or regional plans for the purpose of assisting in the recovery of abducted or endangered children. | AMBER |
| Typically doesn't involve any physical contact | Assault |
| Some type of physical contact has occurred | Battery |
| Typically considered the most hazardous calls to which public safety officers respond | Family disturbances |
| Greatest disturbance, often involve numerous casualties, and serious damage to buildings or infrastructure | Terrorism |
| Combination of a Robbery and Stolen Vehicle | Carjacking |
| Provides a set of standardized organizational structures including ICS, as well as requirements for processes, procedures and systems to improve interoperability in various areas | NIMS National Incident Mangement |
| Used in both short-term and long-term field-level operations. Used by all levels of government, private sector, and non government. Works in a Top-down format and designed for all incidents. | ICS |
| Point of contact for reps of other agencies responding to the incident | Liaison |
| The responsibility one has for ones acts or omissions | Liability |
| The omission to do something a reasonable person, guided by those ordinary considerations which ordinarily regulate human affairs would do so, or the doing of something a reasonable and prudent person would not do | Negligence |
| The level of duty owed by one person to another, generally based on what a reasonable person would do in a similar situation// quality of job performance to be expected of persons who have a duty of care | Standard of care |
Created by:
CCSODISP1