Chapter 2: Communications

Question 1

What guidelines should be followed when receiving nonemergency calls?

Answer 1

• Answer calls promptly
• Be pleasant and identify the department, station, unit, and yourself
• Be prepared to record messages accurately by including date, time, name of caller, telephone number, message and your name.
• Never leave the line open or caller on hold for a long period of time.
• Post message or deliver it promptly
• If you don’t know the answer, refer them to someone who does.
• End the call courteously.

Question 2

What types of communications systems and equipment are used to receive and process emergency calls?

Answer 2

• Emergency Service Telecommunications Center

* Public Safety Answering Point (PSAP)

Question 3

How should emergency calls be received and dispatched?

Answer 3

Calls must be handled quickly

Collect the important information:
Type, location, number of involved people, name and location of caller, and callback number.

Relay the informationto the responding units or personnel.

Question 4

What types or Radio systems are used for internal communications?

Answer 4

Base station radios, mobile radios, and portable radios

Question 5

What are some limitations that may impact internal communication?

Answer 5

• Distance
• Physical barriers
• Deadzones
• Interference
• Ambient noise

Question 6

What guidelines should be followed when using fire department radios?

Answer 6

• Be accurate, and concise.
• Know what you are going to say
• Speak at a moderate pace
• Speak confidently
• Use common terminology
• Speak with a loud, controlled, and clear voice

Question 7

Term:

Base Station Radio

Answer 7

Fixed, nonmobile radio at a central location

Question 8

Term:

Clear text

Answer 8

Use of plain English in radio communications transmissions. No 10-codes or agency specific codes are used when using clear text.

Question 9

Term:

Federal Communications Commission (FCC)

Answer 9

U.S. government agency charged with the control of all radio and television communications; acts as the main regulator of radio frequencies in both the public and private sectors.

Question 10

Term:

Mobile Data Terminal (MDT)

Answer 10

Mobile computer that communicates with other computers a radio system.

Question 11

Term:

Public Safety Answering Point

Answer 11

An entity responsible for receiving 9-1-1 calls and processing those calls according to specific operational policy.