APCO Test Word Scramble

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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