Public Safety Communications Quiz

Public Safety Telecommunicator 1 - Seventh Edition Study Notes

• Copyright and Publication Information: Copyright 2016 by APCO Institute. Published by APCO Institute. ISBN 978-1-57927-055-1. Printed in the United States. Contact information for APCO Institute provided.

Author and Editor

• Author: APCO Institute, APCO International, Daytona Beach, FL
• Editor: Timothy Scanlon, Curriculum Developer, APCO Institute, Daytona Beach, FL
• Contributors: A list of individuals contributing to the text. Includes their professional affiliations and roles.

Dedication

• Dedication: To Diane L. Beatty, a Professional Development Specialist for Allegheny County Emergency Services. A friend, mentor, and instructor who touched the lives of 1800 students.

Table of Contents

• Module 1: Introduction To Your New Career: Covers the role of a Professional Public Safety Telecommunicator, ethics and values, PSAP organizational structure, basic communication elements, services from the system, PSAP resources, geographic service areas, policies and procedures.
• Module 2: Interpersonal Communications: Covers nonverbal communication, the role of the communication cycle, techniques for effective hearing and listening, speech and diction, observations and inferences, customer service and quality assurance in emergency communications.
• Module 3: Telephone Communications Techniques: Call Processing: This module is about call processing, basic call processing techniques, information gathering, describing callers and different caller types, use of guidecards.
• Module 4: Telephony, Traditional Technology: covers the telephone, telephone technologies, call routing (PBX systems and call boxes).
• Module 5: Next Generation 9-1-1: Discusses changes in communication technology related to 9-1-1, the architecture of NG9-1-1, Text-to-9-1-1, other technologies for public safety, and challenges to public safety in the Digital Age.
• Module 6: Telephony: TTY: Covers TTY technology, recognizing TTY calls, understanding TTY communications, techniques for handling TTY calls for service, relay services (TRS) and video relay service (VRS).
• Module 7: Telematics & Collision Notification Systems: Describes the system components and functionality, general guidelines for telematics calls (voice and no voice) , specific call types and other driver assistant systems.
• Module 8: Computer-Aided Dispatch (CAD) and Related Technologies This covers various aspects of CAD, mobile data systems, mapping systems, automated vehicle locators (AVLs), logging recorders, record management, and CAD interoperability.
• Module 9: Radio Communications Techniques: In this module there are sections on initiating radio traffic, broadcast procedures, acknowledging radio transmissions, response unit safety, procedures for law enforcement and fire service and EMS and the role of the FCC
• Module 10: Radio Technology: This module covers what radio is, the history of public safety radio systems, radio equipment, care and maintenance of radio equipment, radio systems, radio Frequency and radio interoperability.
• Module 11: Call Classifications: This module describes different call types, including in progress, just occurred, and delayed. Separate sections on various call types including Law Enforcement, Fire, EMS, and Responder Initiated calls are also included.
• Module 12: NIMS Incident Command System: Defines the National Incident Management System (NIMS), ICS concepts and principles, and explains the role of command and general staff in various roles.
• Module 13: Liability Issues: Explores the overview of civil liability law, exposure, call processing considerations, confidentiality, and minimizing liability risks.
• Module 14: Preparing for Your New Career: This module delves into shift work and stress, mental/physical stress management, secondary stress, tips for reducing stress, teamwork, on-the-job issues, CISD and professional development.
• Glossary: Provides definitions for key terms used throughout the course.

Open Book Exercises

• Module One Summarizes the attributes of a professional telecommunicator, defines “Duty to Serve”, explains confidentiality, organizational structure, basic telecommunications elements, and services.
• Module Two Lists the combined verbal and nonverbal elements that communicate situations, the parts of the communications cycle, defines many interpersonal communication elements, such as active listening, open-ended questions, paraphrasing, and reflecting feelings, and details the common impediments to active listening.
• Module Three Explains call processing, details of appropriate greetings for 9-1-1 and non-emergency calls, call-processing techniques, descriptive information gathering, managing caller types, etc., and defines several useful terms
• Module Four Covers various aspects of telephony technologies (and their functions) that are traditional to communications.
• Module Five Describes changes in consumer communications technology relevant to 9-1-1 service, the basic architecture of NG9-1-1 service, the role of FirstNet in modern public safety communications, text-to-9-1-1 and the implementation timelines
• Module Six Covers TTY technology, and communications issues relevant to those with hearing impairments
• Module Seven Covers telematics and collision notification system components, general guidelines for the handling of telematics calls, and different types of telematics calls
• Module Eight Covers computer-aided dispatch (CAD) systems and many technological components
• Module Nine Covers radio communications techniques, both theoretical and practical
• Module Ten Discusses radio technology, including history, equipment, maintenance, communications, frequency and interoperability.
• Module Eleven Outlines call classifications, including incidents in progress, just occurred, delayed, or those involving a missing person, as example
• Module Twelve Covers the structure and functions of the National Incident Management System (NIMS) and Incident Command System (ICS).
• Module Thirteen Outlines various legal aspects of liability exposure for the telecommunicator including the standard of care, confidentiality, minimizing liability risks.
• Module Fourteen Explores a wide variety of issues related to preparing for a new career in public safety communications, including teamwork, shift work, and stress management.