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Call Taking - SOP's & Scenarios > SOP's > Flashcards

SOP's Flashcards

1
Q

A break-in to a shed or garage is NOT considered a BNE and can be done by the RRC

A) True

B) False

A

B) False

Any outbuilding or attached garage is considered a BNE

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2
Q

If an involuntary patient is missing from Ontario Shores what is the call type?

A) MISPE

B) ELOPE

C) ESCAPE

A

B) ELOPE

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3
Q

If the suspect vehicle of an Impaired is registered in Durham Region, what is your next step as a Call Taker?

A

Create a follow-up for a unit to attend the RO address (unless in the SAME division as the call takes place)

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4
Q

“My car was hit while parked on the road overnight. I thought I heard something, but I didn’t see any vehicles”

A) CRC can handle
B) Road unit to handle

A

A) CRC

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5
Q

Once you have determined someone on scene has been choked, what is your next step as a Call Taker?

A) Ask them if the person choked would like an Ambulance to attend

B) Move on to your next question

C) Send a callback to the room for Ambulance to attend

D) A and B

A

C) Send a callback to the room for Ambulance to attend

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6
Q

Once you have obtained all information needed for a robbery in progress call, you can disconnect from the caller.

A) TRUE

B) FALSE

A

B) FALSE

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7
Q

The Distracted Driving Legislation exempts all drivers if they must call 9-1-1

A) TRUE

B) FALSE

A

A) TRUE

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8
Q

Which of the following is NOT true of a KTPDOM:

A) Police do not drop off, or pick up, property

B) An appointment cannot be made

C) Police will often drive a person to a call

D) Police cannot force children to go with anyone

A

C) Police will often drive a person to a call

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9
Q

Which one of the following calls are NOT eligible for the RRC to handle?

A) Theft from vehicle

B) Harassment (not DOM related)

C) 13 yr old missing from Iris Group Home

D) Reports from CAS

A

C) 13 yr old missing from Iris Group Home

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10
Q

If an involuntary patient is missing from Ontario Shores, what is the priority?

A) Priority 1

B) Priority 2

C) Priority 3

A

A) Priority 1

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11
Q

The RRC is able to handle the following situation:

A 16yr old female resident has gone missing from a group home. She has not taken her depression medications and has been suicidal in the past. She did not mention suicide today.

A) Yes, RRC can handle this

B) No, a road unit must attend

A

B) No, a road unit must attend

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12
Q

It is the responsibility of the Dispatcher to put the General Broadcast request to the other dispatchers for all Impaired and Impaired Following calls

A) TRUE

B) FALSE

A

B) FALSE - it is the responsibility of the Call Taker

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13
Q

You take a 911 No Voice contact call from a landline in Uxbridge, you are then required to send Ambulance and Fire

A) TRUE

B) FALSE

A

B) FALSE - Fire is not sent to 911UK calls in 15DIV

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14
Q

If you take a 911 call from a VOIP Operator who advises you there was a call but no voice contact, you proceed to the process the call as:

A) Dismiss - No call entered

B) Cell Abandoned

C) 911 Unknown

A

C) 911 Unknown

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15
Q

If you receive a call on 911 from a landline where only static is heard, you can dismiss the call as phone issues and send an email to Bell SMC

A) TRUE

B) FALSE

A

B) FALSE

You must enter a 911UK stay on the line AND send an email to Bell SMC

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16
Q

A 911 call from a cell phone with the class of service as TXE or TXF (text English/text French) that has no voice contact will be processed as a Cell Abandoned

A) TRUE

B) FALSE

A

B) FALSE

The call will be processed as a 911TX until contact is made an the appropriate call type can be select.

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17
Q

A verbal exchange between a perceived perpetrator and a child will be entered as the following:

A) SUSPE

B) CHECK

C) ABDUCT

A

C) ABDUCT

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18
Q

When an alarm company advises there is audio or video communication at the premise, this is considered a verified priority 2 alarm regardless of whether keyholders or premise contacted

A) TRUE

B) FALSE

A

A) TRUE

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19
Q

When an involuntary patient goes missing from Ontario Shores, as a call taker you ask whether the following has been completed.

A) Code Red has been completed

B) Code Yellow has been completed

C) Code White has been completed

A

B) Code Yellow

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20
Q

All low priority calls for callers 65 and older must be directed to the road for an officer to attend.

A) TRUE

B) FALSE

A

B) FALSE

This applies only to Fraud related calls. If the complainant is 65 yrs old or older and reporting a FRAUD a road unit must attend.

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21
Q

When you create a follow-up for an Impaired call to check the registered owners address, what priority should the follow-up be?

A) Priority 1

B) Priority 2

C) Priority 3

D) Priority depends on the time delay

A

B) Priority 2

The follow-up will be created with a priority 4 by default, you must upgrade to a Priority 2

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22
Q

O.P.P are notified of possible impaireds only if they are close to O.P.P policed highways

A) TRUE

B) FALSE

A

B) FALSE

O.P.P are notified by the Call Taker for every single impaired call.

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23
Q

If a caller requests Police to standby while documents are served, you can enter a KTP (Keep the Peace) call.

A) TRUE

B) FALSE

A

B) FALSE

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24
Q

If the registered owner of an suspected impaired vehicle resides well outside our border agencies area (Ottawa for example) you are still required to notified the agency where the registered owner lives.

A) TRUE

B) FALSE

A

A) TRUE

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25
Q

We will take appointments for a KTP (Keep the Peace) call

A) TRUE

B) FALSE

A

B) FALSE

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26
Q

What is NCR?

A

Not Criminally Responsible

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27
Q

At 2200HRS you take a call from a complainant reporting their vehicle was stolen in Oshawa. The RRC will handle this call.

A) TRUE

B) FALSE

A

FALSE

After hours you place the call on the board (R QUEUE) and advise the Front Desk Officer at 17 Division the call is there. Front Desk will complete the report.

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28
Q

You receive a call from another Police Service regarding a report they received involving an Impaired Driver who resides in our region. You complete the following:

A) Create an Impaired call card as a ‘General Broadcast only’ and send a call back to dispatch for a GB

B) Create an Impaired call card with the location the vehicle was last scene and also create a follow-up to check the registered owners address

C) Create a Impaired call card with the location of the registered owners address and send a General Broadcast request to dispatch

A

C) Create a Impaired call card with the location of the registered owners address and send a General Broadcast request to dispatch

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29
Q

You receive a call from a cell phone you hear machinery in the background and the line then disconnects. You process this call as a 911 Unknown (911UK)

A) TRUE
B) FALSE

A

B) FALSE

This call will be processed as a Cellphone Abandoned (CELAB)

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30
Q

All System Generated Abandoned Call red messages are processed as Cellphone Abandons

A) TRUE

B) FALSE

A

B) FALSE

The class of service will dictate the call type. If the Abandoned call is from a Landline (For Example, RES, PBX, COM) the call will be processed as a 911UK

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31
Q

When both parties are on scene of a Domestic the call Priority is 2

A) TRUE

B) FALSE

A

B) FALSE

Default priority of a Domestic is 2, if both parties are on scene you must upgrade to Priority 1

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32
Q

What additional registry must be checked on all Domestics?

A

CFRO

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33
Q

For all call cards you must obtain full name, DOB, address and telephone number of your complainant with the exception of these 3 types of callers.

A

Loss Prevention, CAS staff and Group Home Workers

In these cases, name and telephone number is sufficient

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34
Q

A caller has reported a death threat over the phone by an ex coworker. After you enter the call, the caller advises they are going away for a week and are unavailable.

A) You cancel the call, provide the caller with the incident number and advise them to call back when they are available.

B) Place the call on hold for when the caller expects to return and be available

C) Advise the caller police will handle the call over the phone and obtain their telephone availability and leave the call on the board.

A

A) You cancel the call, provide the caller with the incident number and advise them to call back when they are available.

35
Q

You receive a callback request from a dispatcher to get a Tow truck for an Impaired call. Do you SUP or MEMO that the Tow is enroute.

A

SUP

Always SUP results of any request from dispatch

36
Q

Negative returns (CPIC, CNI, RMS & CFRO) should be noted and attached to the call card.

A) TRUE

B) FALSE

A

B) FALSE

Negative returns should be noted (via SUP or MEMO) and NOT attached

For Example: ml is 10-60 cni neg and neg on locs

37
Q

When you transfer a call to another service (for example AMB or FIRE)

A) Once the line is answered by the other service you can disconnect

B) You can disconnect when you hear it ringing

C) Once you hear 2 way communication between the caller and the other service you can disconnect

A

C) Once you hear 2 way communication between the caller and the other service you can disconnect

38
Q

You receive a 911 call from a residence and the line hangs up with no voice contact heard. What is your next step?

A

Enter 911UK call while using the Ringback feature to keep the line open (do not disconnect and callback)

39
Q

You receive a call requesting Toronto Police for an emergency, you feature your caller to Toronto Police and you hear the recording that “All their operators are currently busy”. There are 911 calls waiting in our own queue.

A) Since your caller is in the TPS queue you disconnect and allow them to wait

B) Bank your caller on a line and answer a 911 call waiting in our queue and then return to your caller when you can

C) Stay on the line with the caller until Toronto Police answer the line

A

C) Stay on the line with the caller until Toronto Police answer the line​

40
Q

How many times do you call back a cell phone where there was no voice contact?

A

You call it back twice as per the CELAB SOP

41
Q

You receive a hangup call from a residential landline. Your next steps include, dialing the 10 digit line twice and then send Ambulance and Fire

A) True

B) False

A

B) False

If the 911 call came from a landline you must use the ‘Ringback’ feature to keep connection with the landline

42
Q

When an officer asks you to put an Arrest call on the board, what information is important to obtain?

A) Prime incident #, address, name of party wanted, offence arrestable for (RPG)

B) Address, arresting officers name, prime incident #

C) Address, warrant #, name of party wanted, offence arrestable for (RPG)

A

A) Prime incident #, address, name, offence arrestable for (RPG)

43
Q

When you transfer a 911 Caller to Ambulance and they disconnect on transfer who’s responsibilty is it to call the caller back? Who owns the call?

A) We do as the PSAP

B) Ambulance

A

B) Ambulance

If Ambulance confirms they have the drop it is their responsibility to call the caller back. This is the case whether it is a cellphone or a landline.

You must disconnect the line in order for them to call back!

44
Q

If CAS reports an assault where the victim is under 16 yrs old, the report can be handled by the RRC.

A) True

B) False

A

A) True

45
Q

Send a ‘General Broadcast’ request (GB) to DSPT (all dispatch bands) for a Robbery in Progress Call.

A) True

B) False

A

A) True

46
Q

What should you advise a caller who reports they were just sexually assaulted?

A

Ensure the victim does not change clothes or shower not clean up the crime scene

47
Q

When an officer requests that you place a SOCO call on the board, what is the first thing you should ask?

A

What is the Prime Incident #?

48
Q

Ambulance calls us and asks us to attend for a male who intentionally took a bottle of pills. What call type will you use to enter the call?

A) SUIAT

B) ASSAM

C) CHECK

D) DRUGS

A

A) SUIAT

49
Q

Upon report of a residential break in what should you advise the caller as they wait for a unit to respond?

A

Advise caller not to touch anything and to make a list of items missing, if they are able to

50
Q

When entering an Elopee call, you must ascertain whether the facility has conducted which of the following?

A) Code White

B) Code Red

C) Code Blue

D) Code Yellow

A

D) Code Yellow

51
Q

A complainant calls in from an apartment and says the tenants upstairs just moved in, she wants to report a Domestic. She doesn’t know them, has never seen them. She can hear yelling and smashing. How do you process this call?

A) Enter a DOM

B) Enter a DISNE

C) Enter a ASSLT

D) Enter a DIST

A

D) Enter a DIST

Unless the complainant can CONFIRM the 2 parties are or previously involved in a intimate relationship we can’t assume it’s a Domestic

52
Q

As you obtain complainant information, the complainant discloses to you that they actually wish to remain anonymous, how do you proceed?

A) Run the complainant, leave their information on the call card and SUP they wish to remain anonymous

B) Remove the complainant information and replace with ‘ANON’

C) Advise the complainant since they called there is not an option to remain anonymous

A

B) Remove the complainant information and replace with ‘ANON’

53
Q

Ambulance calls and asks us to attend for a female who is refusing to attend the hospital with them. How would you handle this call?

A) Enter an ASSAM call

B) Enter a CHECK call

C) Advise Ambulance as per the MOU we do not attend on these calls.

A

A) Enter an ASSAM call

54
Q

A barking dog is entered as a dog complaint?

True or False

A

True

55
Q

A complainant wants to report her ex is breaching his conditions by contacting her. This call would be entered as a:

A) COMCH

B) DOMRE

C) DOM

D) BRECO

A

B) DOMRE

This would be a Domestic Related Breach. You would use the DOMRE call type and articulate at the beginning of the call card that it is a breach.

56
Q

A business owner calls to report pornography on one of his work computers. How would you categorize this call.

A) SEXOF

B) ECRIME

C) SEXAS

D) CHECK

A

B) ECRIME

57
Q

A complainant calling to report his ex who lives in Alberta is constanting harassing him by text. This call can be handled by the RRC (T Queue)

True or False

A

False

This is a domestic related and a road unit must attend.

58
Q

If the complainant has a child custody court order and their ex is refusing to hand over the children the complainant can request a Keep the Peace (KTPDOM)

True or False

A

False

(Unless the court order states ‘Durham Regional Police enforceable’)

59
Q

An off duty Toronto Police officer is involved in a minor accident (over $2000) with no injuries. It occurred at Anderson/Dundas in Whitby. This driver can be referred to the CRC.

A) True

B) False

A

B) False

60
Q

A Hate Crime call type can be handled by the RRC (T Queue)

True or False

A

False

A road unit must attend.

61
Q

A road unit must attend for a Durham Transit Bus that was involved in a minor collision with no injuries.

A) True

B) False

A

B) False

62
Q

Sexual assaults reported by CAS can be handled by the RRC (T Queue)

A) True

B) False

A

A) True

63
Q

Canadian Passports that were lost in Canada need to be reported in person at the divisional front desk.

A) True

B) False

A

B) False

64
Q

For a Commercial Robbery which of the following is one of the questions you are mandated to ask?

A) Advise the complainant to have someone lock the door

B) Advise the complainant to present themselves to the police outside

C) Advise the complainant to gather all witness information

A

A) Advise the complainant to have someone lock the door

65
Q

For a commercial robbery, if the original complainant is a witness and not the victim you are to call the business in an attempt to reach the victim.

A) True

B) False

A

A) True

66
Q

What is important to advise the victim of a sexual assault that just occurred?

A

Advise the caller not to change clothes, shower or clean up the scene

67
Q

When an Officer calls up and advises they would like a SOCO call put on the board, what is the first thing you will ask them?

A) What is the Prime Incident #

B) Will you be attending on the Soco?

C) Who is the contact for the Soco

D) What is the Soco for?

A

A) What is the Prime Incident #

68
Q

Durham Police will not attend for a sudden death that occurred in a Retirement Home?

A) True

B) False

A

A) True

69
Q

The definition of a Suspicious Package is any package/container of unknown content can be treated as a suspicious package.

A) True

B) False

A

A) True

70
Q

A complainant wishes to report a Suspicious Vehicle in their neighbourhood. The caller does not want to be seen and is requesting to have the area checked. As a call taker is it appropriate to simply mark the call for a General Broadcast.

A) True

B) False

A

A) True

71
Q

A theft call with no suspects can be handled by the RRC (T Queue)

A) True

B) False

A

A) True

72
Q

You receive a report of a suspicious package that is possibly a chemical incident as a call taker you complete the following

A) Send Fire as a precaution

B) Send Ambulance as a precaution

C) Send Fire and Ambulance as a precaution

D) Obtain the safe route for DRPS to use

A

C) Send Fire and Ambulance as a precaution

73
Q

If a third party caller calls in to report a friend is actively suicidal, the calltaker will obtain as much information as possible and then contact the suicidal party to obtain accurate information.

A) True

B) False

A

B) False

74
Q

For all robbery call types (Home Invasion, Commerical or Street Level) it is the call takers responsibility to do the following.

A) Send a GB request to the dispatch band the call is on and any bordering divisions.

B) Send a GB request to all dispatch bands

C) A GB request is not required for Robbery call types

D) Advise bordering police services by telephone

A

B) Send a GB request to all dispatch bands

75
Q

If a complainant located a explosive device, instruct them to advise all occupants of the premise to turn off their cell phones.

A) True

B) False

A

A) True

76
Q

On all call cards you must attempt to obtain full complainant information (dob, address and telephone number) with the exception of the following:

A) Loss Prevention, CAS, Group Home Worker

B) Loss Prevention, Retail employees and CAS

C) Loss Prevention, Group Home Worker and Retail employess

A

A) Loss Prevention, CAS, Group Home Worker

77
Q

A verbal threat of death that was stated over the phone can be handled by the RRC (T queue)

A) True

B) False

A

B) False

78
Q

Complainant of a Trespass call must be the property owner or an agent for the owner (such as an employee)

A) True

B) False

A

A) True

79
Q

A hangup from a resident is a Unknown Trouble call type.

A) True

B) False

A

B) False

It is a 911UK, as no voice was heard

80
Q

A caller reports a vehicle has been left in their parking lot for a week. They provide you with the marker and it returns stolen from our service. You process the call as:

A) Create a Stolen Vehicle call

B) Create an Abandoned Vehicle call

C) Locate the original Stolen Vehicle Call and FUP it.

D) Create a Stolen Vehicle Recovered call

A

C) Locate the original Stolen Vehicle Call and FUP it.

81
Q

When you receive a report of a child locked in a vehicle you will send the following resources:

A) Ambulance and Fire

B) Fire and a Tow Truck

C) Ambulance and a Tow Truck

D) Depends on the weather and then assess the situation

A

C) Ambulance and a Tow Truck

82
Q

What information is needed from an officer when they request to be marked on a Paid Duty?

A) Location, callsign, what the paid duty is for, if safeties are required

B) Location, start/end time, if they require safeties or not

C) Location, start/end time, if in a building (ie hospital) note where in the building

A

C) Location, start/end time, if in a building (ie hospital) note where in the building

83
Q

If a phone call is received from a payphone that is a hangup with nothing heard create a 911UK call.

A) True

B) False

A

B) False

We do not attend for no voice calls from pay phones. If the phone repeatedly calls you could enter a CHECK call. If a disturbance is heard you would enter as a UNKTR

Call Taking - SOP's & Scenarios (4 decks)

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