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