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STATE EXAM > test > Flashcards

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1
Q

Which of the telecommunicator core competencies encompasses emotional intelligence, customer service, and stress management? (1.3.6)
Question 1Select one:

a.
Interpersonal Skills

b.
Communication Skills

c.
Professionalism

d.
Geography

A

a.
Interpersonal Skills

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2
Q

Skills Performance Evaluations evaluate each trainee in categories that should be rooted in which of the following? (1.3.5)
Question 2Select one:

a.
Job Task Analysis

b.
Daily Observation Report

c.
Supervisor Task Analysis

d.
Daily Supervisor Observations

A

a.
Job Task Analysis

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3
Q

A system for controlling and maintaining the desired level of quality in an existing service is part of this performance standard process. (1.3.2)
Question 3Select one:

a.
Quality Assurance

b.
Quality Control

c.
Quality Improvement

d.
Quality Promotion

A

b.
Quality Control

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4
Q

If an agency has licensees who are in non-compliance with legislatively required continuing education, who is responsible for submitting a report to the Commission explaining the reasons for non-compliance? (1.1.5)
Question 4Select one:

a.
Department Head

b.
Chief Administrator

c.
Lead Investigator

d.
Those in non-compliance

A

b.
Chief Administrator

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5
Q

Which of the following are roles at a PSAP? (1.2.5)
Question 5Select one:

a.
Law Enforcement Dispatcher

b.
Chief Administrator

c.
Lead Investigator

d.
9-1-1 Representative

A

a.
Law Enforcement Dispatcher

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6
Q

The Commission shall issue a license to an applicant who possess: (1.1.3)
Question 6Select one:

a.
Letter of endorsement from congressman

b.
Notarized letter from current employer

c.
High school diploma

d.
Credit score over 650

A

c.
High school diploma

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7
Q

Before a law enforcement agency may appoint a licensee as a telecommunicator, the agency head must obtain which of the following? (1.1.6)
Question 7Select one:

a. Licensee consent to view employment records
b. Copy of the licensee Personal Status Report (PSR)
c. Computerized Criminal History from TCIC and NCIC
d. All of the above

A

d.All of the above

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8
Q

The license of a person who fails to comply with legislative continuing education requirements may be suspended up to __________________ days for first-time noncompliance? (1.1.7)
Question 8Select one:

a.30
b.60
c. 90
d. 180

A

c.90

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9
Q

A person who receives, processes, and transmits public safety information is referred to as a __________________. (1.2.1)
Question 9Select one:

a.
PSAP

b.
telecommunications operator

c.
point of contact

d.
telecommunicator

A

d.
telecommunicator

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10
Q

An occurrence of damage resulting from an extraordinary natural or man-made cause is a(n) __________________. (1.2.2)
Question 10Select one:

a.
PSAP

b.
Preventable Tragedy

c.
Emergency

d.
Unavoidable Incident

A

c.
Emergency

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11
Q

Form F5 is filed with the Commission in which of the following scenarios? (1.1.6)
Question 11Select one:

a.
Officer deciding to leave their current agency

b.
Agency firing an officer for misconduct

c.
Officer receiving an appointment

d.
Officer filing for physical assessment

A

b.
Agency firing an officer for misconduct

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12
Q

Suspension of a license based on a Class A misdemeanor shall be at least __________________ days. (1.1.7)
Question 12Select one:

a. 30

b. 90

c. 120

d. 180

A

c. 120

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13
Q

Failure to report any completed training to the Commission within __________________ days is a violation of Commission rules. (1.1.5)
Question 13Select one:

a.
10

b.
15

c.
30

d.
45

A

c.
30

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14
Q

According to Texas Administrative Code Section 218, telecommunicators will complete at least 20 hours of continuing education per __________________ year(s). (1.1.4)
Question 14Select one:

a.
one

b.
two

c.
three

d.
four

A

b.
two

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15
Q

The Commission may suspend a license for violating any provision of Texas Occupations Code __________________. (1.1.7)
Question 15Select one:

a.
1649

b.
1701

c.
1776

d.
1889

A

b.
1701

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16
Q

The title of Chapter 218 of Title 37 Texas Administrative Code is __________________. (1.1.2)
Question 16Select one:

a.
Administration

b.
Enrollment, Licensing, Appointment, and Separation

c.
Continuing Education

d.
Enforcement

A

c.
Continuing Education

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17
Q

A law enforcement agency submitting continuing education courses must have which of the following on file and available to the Commission? (1.1.4)
Question 17Select one:

a.
Lesson plans

b.
Numbers of students from outside the agency

c.
Students personal information

d.
Certificate of completion with name of instructor indicated

A

a.
Lesson plans

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18
Q

The title of Chapter 211 of Title 37 Texas Administrative Code is __________________. (1.1.2)
Question 18Select one:

a.
Administration

b.
Enrollment, Licensing, Appointment, and Separation

c.
Continuing Education

d.
Enforcement

A

a.
Administration

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19
Q

The mission of TCOLE is to establish and enforce standards so the people of Texas are served by highly __________________ and __________________ telecommunications personnel. (1.1.1)
Question 19Select one:

a.
reliable; valid

b.
trained; ethical

c.
efficient; effective

d.
professional; ethical

A

b.
trained; ethical

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20
Q

An officer is convicted of a felony that is not related in any way to their office. What would be the course of action for the Commission in regards to their licenses? (1.1.8)
Question 20Select one:

a.
Suspension for 180 days

b.
Suspension for 10 years

c.
Suspension for 30 years

d.
Immediate revocation

A

d.
Immediate revocation

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21
Q

Which of the following is a standardized evaluation guideline to record observed performance to an established standard during training? (1.3.4)
Question 21Select one:

a.
Daily Quality Inspection

b.
Daily Inspection Report

c.
Daily Observation Report

d.
Daily Standard Observation

A

c.
Daily Observation Report

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22
Q

Dispatchers may receive calls for service by CAD incidents. What does CAD stand for? (1.2.5)
Question 22Select one:

a.
Callous And Direct

b.
Chief Analyzer Desk

c.
Conscious Analysis Dispensary

d.
Computer-Aided Dispatch

A

d.
Computer-Aided Dispatch

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23
Q

The title of Chapter 217 of Title 37 Texas Administrative Code is __________________. (1.1.2)
Question 23Select one:

a.
Administration

b.
Enrollment, Licensing, Appointment, and Separation

c.
Continuing Education

d.
Enforcement

A

b.
Enrollment, Licensing, Appointment, and Separation

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24
Q

If evaluation documents measure employee behaviors as they are meant to be measured in specific categories, these documents would be called __________________. (1.3.5)
Question 24Select one:

a.
Fair

b.
Reliable

c.
Valid

d.
Equal

A

c.
Valid

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25
Q

_____________ is the process of exchanging information using symbols, signs, and behavior. (1.2.3)
Question 25Select one:

a.
Communication

b.
Telecommunication

c.
Downloading

d.
Commiserating

A

a.
Communication

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26
Q

The license of a licensee found to be non-compliant with continuing education requirements could be __________________. (1.1.8)
Question 26Select one:

a.
suspended 1 year

b.
suspended 3 years

c.
suspended Indefinitely

d.
revoked

A

d.
revoked

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27
Q

What is the title of Form L1? (1.1.6)
Question 27Select one:

a.
Licensee Medical Condition Declaration

b.
Licensee Psych Health

c.
Appointment of Licensee

d.
Telecommunicator Appointment

A

Appointment of Licensee

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28
Q

The entity responsible for receiving and processing 9-1-1 calls directly from the 9-1-1 Control Office is the __________________. (1.2.4)
Question 28Select one:

a.
Consolidated PSAP

b.
Primary PSAP

c.
Emergency PSAP

d.
Telecommunicator PSAP

A

b.
Primary PSAP

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29
Q

If evaluation guidelines are accurately described, allowing the evaluator to consistently describe employee behaviors, these guidelines would be called __________________. (1.3.5)
Question 29Select one:

a.
Fair

b.
Reliable

c.
Valid

d.
Equal

A

b.
Reliable

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30
Q

The PSAP to which a call would normally be routed is the __________________. (1.2.4)
Question 30Select one:

a.
Primary PSAP

b.
Consolidated PSAP

c.
Legacy PSAP

d.
Serving PSAP

A

d.
Serving PSAP

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31
Q

A system for controlling and maintaining the desired level of quality in an existing service is part of this performance standard process. (1.3.2)
Question 1Select one:

a.
Quality Assurance

b.
Quality Control

c.
Quality Improvement

d.
Quality Promotion

A

b.
Quality Control

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32
Q

An individual from the TXDPS __________________ Division serves as the state representative for the Nlets. (2.1.2)
Question 2Select one:

a.
Administration

b.
Criminal Investigations

c.
Emergency Management

d.
Law Enforcement Support

A

d.
Law Enforcement Support

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33
Q

Which of the following is web-based help file for OMNIXX Force users? (2.1.3)
Question 3Select one:

a.
DPS Contact List

b.
DPS Training Policy

c.
Nlets User Guide

d.
All of the above

A

d.
All of the above

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34
Q

___________ states that a person commits an offense if the person knowingly or intentionally obtains criminal history record information in an unauthorized manner. (2.2.3)
Question 4Select one:

a.
Sec. 411.084

b.
Sec. 411.085

c.
Sec. 411.086

d.
Sec. 411.087

A

b.
Sec. 411.085

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35
Q

Secondary dissemination of TLETS/Nlets data by criminal justice agencies is __________________. (2.2.3)
Question 5Select one:

a.
always prohibited

b.
permissible when authorized by law

c.
illegal

d.
None of the above

A

b.
permissible when authorized by law

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36
Q

Texas state laws and legislation strengthen the protection of individuals __________________ personal information (2.2.3)
Question 6Select one:

a.
personal

b.
protected

c.
sensitive

d.
private

A

c.
sensitive

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37
Q

“A person knowingly or intentionally obtains criminal history record information for remuneration” is a: (2.2.3)
Question 7Select one:

a.
Class A misdemeanor

b.
Class B misdemeanor

c.
Class C misdemeanor

d.
felony of the second degree

A

d.
felony of the second degree

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38
Q

EMD cards have a __________________ implementation process. (2.1.12)
Question 8Select one:

a.
universal

b.
exclusive

c.
standardized

d.
specialized

A

standardized

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39
Q

There are __________________ possible “N11” codes. (2.1.10)
Question 9Select one:

a.
six

b.
seven

c.
eight

d.
nine

A

c.
eight

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40
Q

Form F5 is filed with the Commission in which of the following scenarios? (1.1.6)
Question 10Select one:

a.
Officer deciding to leave their current agency

b.
Agency firing an officer for misconduct

c.
Officer receiving an appointment

d.
Officer filing for physical assessment

A

a.
Officer deciding to leave their current agency

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41
Q

Which of the following is the definition of social media? (2.2.2)
Question 11Select one:

a.
Any of a number of integrated web-based technology tools

b.
Allows users to generate their own content

c.
Allows users to share that content through various connections

d.
All of the above

A

d.
All of the above

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42
Q

Timeliness and validity of entry and __________________ are the Crime Records priorities. (2.1.5)
Question 12Select one:

a.
identification of stolen and wanted records

b.
removal of stolen and wanted records

c.
identification of terrorists and wanted records

d.
removal and recovery of stolen property

A

removal of stolen and wanted records

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43
Q

____________ is the process of exchanging information using symbols, signs, and behavior. (1.2.3)
Question 13Select one:

a.
Communication

b.
Telecommunication

c.
Downloading

d.
Commiserating

A

a.
Communication

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44
Q

Contracted providers are mandated to follow: (2.2.3)
Question 14Select one:

a.
HIPAA

b.
Privacy laws

c.
State legislation

d.
All of the above

A

d.
All of the above

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45
Q

The title of Chapter 211 of Title 37 Texas Administrative Code is __________________. (1.1.2)
Question 15Select one:

a.
Administration

b.
Enrollment, Licensing, Appointment, and Separation

c.
Continuing Education

d.
Enforcement

A

Administration

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46
Q

Translation services can be accessed via: (2.1.7)
Question 16Select one:

a.
Phone

b.
Mobile app

c.
Written text

d.
In person

e.
All of the above

A

e.
All of the above

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47
Q

All of the following rights of requestors are included in the Texas Public Information Act EXCEPT: (2.2.3)
Question 17Select one:

a.
Prompt access to information that is not confidential or otherwise protected

b.
Receive treatment equal to all other requestors

c.
Receive certain kinds of information with exceptions

d.
Receive a copy of the communication from the governmental body

A

a.
Prompt access to information that is not confidential or otherwise protected

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48
Q

The license of a licensee found to be non-compliant with continuing education requirements could be __________________. (1.1.8)
Question 18Select one:

a.
suspended 1 year

b.
suspended 3 years

c.
suspended Indefinitely

d.
revoked

A

d.
revoked

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49
Q

_______________ is used by local exchange carriers for business office use. (2.1.10)
Question 19Select one:

a.
211

b.
411

c.
611

d.
811

A

d.
811

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50
Q

The title of Chapter 218 of Title 37 Texas Administrative Code is __________________. (1.1.2)
Question 20Select one:

a.
Administration

b.
Enrollment, Licensing, Appointment, and Separation

c.
Continuing Education

d.
Enforcement

A

c.
Continuing Education

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51
Q

Which of the telecommunicator core competencies encompasses emotional intelligence, customer service, and stress management? (1.3.6)
Question 21Select one:

a.
Interpersonal Skills

b.
Communication Skills

c.
Professionalism

d.
Geography

A

Interpersonal Skills

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52
Q

All of the following are examples of record medium for public information EXCEPT: (2.1.11)
Question 22Select one:

a.
Paper

b.
Mylar

c.
Silk

d.
Oil

A

d.
Oil

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53
Q

All callers must be __________________ to make a call through Internet-based relay. (2.1.8)
Question 23Select one:

a.
recorded

b.
registered

c.
guided

d.
transferred

A

d.
transferred

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54
Q

According to Texas Public Information Act, requestors have the right to receive a written itemized statement of estimated charges, when charges will exceed __________________, in advance of work being started. (2.2.3)
Question 24Select one:

a.
40 dollars

b.
50 dollars

c.
100 dollars

d.
200 dollars

A

a.
40 dollars

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55
Q

The telecommunicator should know the importance of __________________, which is being able to distinguish between the public or private nature of information. (2.2.2)
Question 25Select one:

a.
trust

b.
discernment

c.
confidentiality

d.
incompatibility

A

c.
confidentiality

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56
Q

The first digit of N-1-1 codes can be any digit other than __________________. (2.1.10)
Question 26Select one:

a.
0

b.
1

c.
1 or 0

d.
1 or 2

A

c.
1 or 0

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57
Q

___________ is assigned nationwide for non-emergency police and other government services. (2.1.10)
Question 27Select one:

a.
311

b.
411

c.
511

d.
611

A

a.
311

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58
Q

__ is a statewide telecommunications network composed of computer terminals, interfaces, and databases representing the city, county, state, federal, military law enforcement, and criminal justice agencies in Texas. (2.1.2)
Question 28Select one:

a.
Texas Law Enforcement Telecommunications System (TLETS)

b.
Texas Commission on Law Enforcement (TCOLE)

c.
Texas Department of Public Safety (TXDPS)

d.
International Justice and Public Safety Network (Nlets)

A

a.
Texas Law Enforcement Telecommunications System (TLETS)

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59
Q

The Director of the __________________ has the direct responsibility for the administrative control, access and operation of TLETS. (2.1.2)
Question 29Select one:

a.
Texas Commission on Law Enforcement

b.
Texas Department of Public Safety

c.
Texas Health and Human Services

d.
Federal Communications Commission

A

b.
Texas Department of Public Safety

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60
Q

Caption service is provided by a __________________ using voice recognition technology. (2.1.8)
Question 30Select one:

a.
service provider

b.
call center agent

c.
relay company

d.
PSAP

A

Call center agent

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61
Q

What is the title of Form L1? (1.1.6)
Question 31Select one:

a.
Licensee Medical Condition Declaration

b.
Licensee Psych Health

c.
Appointment of Licensee

d.
Telecommunicator Appointment

A

Appointment of Licensee

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62
Q

Database is defined as “a usually large collection of data organized especially for __________________ search and retrieval (as by a computer). (2.1.1)
Question 32Select one:

a.
on-demand

b.
rapid

c.
accurate

d.
efficient

A

b.
rapid

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63
Q

The title of Chapter 223 of Title 37 Texas Administrative Code is __________________. (1.1.2)
Question 33Select one:

a.
Administration

b.
Enrollment, Licensing, Appointment, and Separation

c.
Continuing Education

d.
Enforcement

A

d.
Enforcement

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64
Q

Protocols are agency-adopted __________________. (2.1.12)
Question 34Select one:

a.
standardizations

b.
implementation plan

c.
operation procedure

d.
code of conduct

A

a.
standardizations

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65
Q

All of the following describe the National Crime Information Center (NCIC) EXCEPT: (2.1.6)
Question 35Select one:

a.
It is a nationwide computerized information system established as a service to all criminal justice agencies local, state, and federal

b.
It is an electronic clearinghouse of crime data consisting of 21 files

c.
It helps criminal justice professionals apprehend fugitives, locate missing persons, recover stolen property, and identify terrorists

d.
It contains textual records only

A

d.
It contains textual records only

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66
Q

An applicant seeking a license from the Commission must be a citizen of which country? (1.1.3)
Question 36Select one:

a.
Any North or South American Country

b.
Canada

c.
United States of America

d.
Mexico

A

c.
United States of America

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67
Q

Speech to Speech (STS) allows persons with a __________________ disability to voice for themselves. (2.1.8)
Question 37Select one:

a.
hearing

b.
speech

c.
vision

d.
intellectual

A

b.
speech

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68
Q

___________ requires that agencies must ensure that the system terminals are secure from any unauthorized use. (2.2.3)
Question 38Select one:

a.
TLETS/NLETS

b.
NCIC

c.
TCIC

d.
All of the above

A

d.
All of the above

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69
Q

According to Texas Public Information Act, requestors have the right to lodge a written complaint about overcharges for public information with __________________. (2.2.3)
Question 39Select one:

a.
county attorney

b.
district attorney

c.
the Office of the Attorney General

d.
None of the above

A

c.
the Office of the Attorney General

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70
Q

________ allows persons with a hearing disability to speak directly to a hearing person. (2.1.8)
Question 40Select one:

a.
Voice to Relay

b.
TTY/ASCII/TeleBraille

c.
Voice Carry-Over

d.
Speech-to-Speech

A

c.
Voice Carry-Over

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71
Q

_______________ is unassigned, but used nationwide for emergency services. (2.1.10)
Question 41Select one:

a.
211

b.
511

c.
711

d.
911

A

911

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72
Q

_________ public safety documents may contain information whose unauthorized disclosure could be prejudicial to the national interest. (2.2.1)
Question 42Select one:

a.
Secret

b.
Confidential

c.
Archived

d.
None of the above

A

b.
Confidential

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73
Q

_________________ allows you to read transcriptions of your calls on a computer monitor or laptop. (2.1.8)
Question 43Select one:

a.
Video Relay

b.
CapTel Phones

c.
WebCapTel

d.
Voice to Relay

A

c.
WebCapTel

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74
Q

Which of the following is Internet Realy service? (2.1.8)
Question 44Select one:

a.
Voice Carry-Over

b.
WebCapTel

c.
Speech-to-Speech

d.
Voice to Relay

A

b.
WebCapTel

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75
Q

The bandwidth of a radio channel depends upon the __________________ and the frequency tolerance. (3.5.2)
Question 1Select one:

a.
transmitter output power

b.
type of transmission

c.
sensitivity of receiver

d.
network speed

A

type of transmission

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76
Q

For TTY users, GA is the abbreviation of: (3.2.1)

a.
Question mark

b.
Hold, please

c.
Go ahead, or goodbye

d.
Could

A

c.
Go ahead, or goodbye

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77
Q

A system for evaluating the current quality of the services provided is part of this performance standard process. (1.3.3)
Question 3Select one:

a.
Quality Assurance

b.
Quality Control

c.
Quality Improvement

d.
Quality Promotion

A

c.
Quality Improvement

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78
Q

_______ is often used by individuals who become deaf or hard of hearing later in life and prefer to speak instead of type. (3.2.1)
Question 4Select one:

a.
Voice Carry-Over (VCO)

b.
Hearing Carry-Over (HCO)

c.
Teletypewriter (TTY)

d.
Telecommunications Device for the Deaf (TDD)

A

a.
Voice Carry-Over (VCO)

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79
Q

Texas state laws and legislation strengthen the protection of individuals __________________ personal information (2.2.3)
Question 5Select one:

a.
personal

b.
protected

c.
sensitive

d.
private

A

c.
sensitive

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80
Q

Talk group refers to virtual radio channels created for/by a __________________. (3.5.2)
Question 6Select one:

a.
repeater system

b.
Trunked Radio System (TRS)

c.
base/fixed station radio

d.
RoIP

A

b.
Trunked Radio System (TRS)

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81
Q

Interoperability is more a function of the __________________ factors involved in network operations. (3.5.1)
Question 7Select one:

a.
human

b.
technical

c.
non-technical

d.
multi-dimensional

A

a.
human

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82
Q

Which of the following should be included in the TTY test call results? (3.2.1)
Question 8Select one:

a.
The date and time of each call

b.
The identification of the call taker and the call taking position

c.
Whether the caller received a TTY response and the content of the TTY response

d.
The time elapsed and the number of rings

e.
All of the above

A

e.
All of the above

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83
Q

The types of radio communication systems include: (3.5.1)

Question 9Select one:

a.
Consolette radio

b.
Trunking system

c.
Repeater system

d.
All of the above

A

d.
All of the above

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84
Q

Access must be equal in terms of: (3.2.1)
Question 10Select one:

a.
Response time and quality

b.
Hours of operation

c.
Features offered such as ANI, ALI, and ACD

d.
All of the above

A

All of the above

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85
Q

Mobile radios typically have a transmitter output power from __________________ watt to __________________ watt. (3.5.1)
Question 11Select one:

a.
1; 5

b.
5; 10

c.
5; 50

d.
5; 100

A

c.
5; 50

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86
Q

The Director of the __________________ has the direct responsibility for the administrative control, access and operation of TLETS. (2.1.2)
Question 12Select one:

a.
Texas Commission on Law Enforcement

b.
Texas Department of Public Safety

c.
Texas Health and Human Services

d.
Federal Communications Commission

A

b.
Texas Department of Public Safety

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87
Q

When receiving a silent, open line, you should query the line verbally a second time, and then __________________. (3.2.4)
Question 13Select one:

a.
query the line repeatedly until a response received

b.
query the line using a TTY to determine if the call is from a TTY user

c.
ask your supervisor for advice

d.
treat the call as hang-up if no response received

A

b.
query the line using a TTY to determine if the call is from a TTY user

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88
Q

The benefits of mobile computing technology include: (3.3.2)
Question 14Select one:

a.
Reduced radio congestion and dispatch workload

b.
Easier resource management, allocation, and supervision

c.
Lower costs for report updating and training

d.
Increased officer confidence and improved professional image for the department

e.
All of the above

A

e.
All of the above

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89
Q

Incoming calls are placed into a queue by __________________. (3.2.1)
Question 15Select one:

a.
Automatic Number Identification (ANI)

b.
Automatic Location Identification (ALI)

c.
Automatic Call Distribution (ACD)

d.
Voice Carry-Over (VCO)

A

c.
Automatic Call Distribution (ACD)

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90
Q

According to ADA, access to 911 services should be made available to people with __________________ disabilities who use communication technologies other than standard telephones or TTYs. (3.2.1)
Question 16Select one:

a.
physical

b.
intellectual

c.
hearing and speech

d.
vision

A

c.
hearing and speech

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91
Q

Title II of the ADA requires that telephone emergency service systems be compatible with all __________________ used for TTY communications. (3.2.1)
Question 17Select one:

a.
devices

b.
equipment

c.
codes

d.
standards

A

c.
codes

92
Q

The FCC only allows TRS providers who offer Spanish language relay services to be compensated from the federal TRS fund. (3.2.2)
Question 18Select one:
True
False

A

False

93
Q

Councils of governments (COGs) and Regional Councils (RCs) are accountable to __________________ and effective partners for __________________. (3.1.1)
Question 19Select one:

a.
state; federal

b.
state; local units of government

c.
local units of government; state & federal governments

d.
state & federal governments; local units of government

A

c.
local units of government; state & federal governments

94
Q

If a secondary PSAP is needed for handling an emergency call, the caller should be __________________ there. (3.1.7)
Question 20Select one:

a.
informed that he/she needs to call

b.
transferred to

c.
provided with the telephone number of

d.
provided with the procedure to call

A

b.
transferred to

95
Q

________________ regulates the types of communication that an FCC licensed radio station may transmit. (3.5.4)
Question 21Select one:

a.
47 CFR Section 90.403 - General Operating Requirements

b.
47 CFR Section 90.405 - Permissible Communications

c.
47 CFR Section 90.407 - Emergency Communications

A

47 CFR Section 90.405 - Permissible Communications

96
Q

A telephone line that transmits signals from one station to another directly along a wire without the use of radio waves is the definition of: (3.1.3)
Question 22Select one:

a.
Landline phone

b.
Cellular phone

c.
VoIP

d.
Pre-paid phone

A

.
Landline phone

97
Q

To be able to identify various types of mapping tools utilized in a communications department, a telecommunicator will refer to their department’s policies and procedures and be knowledgeable about __________________. (3.4.1)

Question 23Select one:

a.
the computer server

b.
mapping equipment

c.
call center’s jurisdiction borders

d.
All of the above

A

a.
the computer server

98
Q

Portable radios usually contain all of the following EXCEPT: (3.5.1)
Question 24Select one:

a.
A transmitter, a receiver, and antenna

b.
A self-contained microphone and speaker

c.
An external electrical power system

d.
An attached power supply (typically a rechargeable battery)

A

c.
An external electrical power system

99
Q

A telecommunicator should be able to identify the Basic, Enhanced, and NexGen (NG) __________________ system. (3.1.4)
Question 25Select one:

a.
smart phone

b.
9-1-1

c.
communication

d.
speaker

A

b.
9-1-1

100
Q

Under Section 217.1 Minimum Standards for Enrollment and Initial Licensure, what is the age requirement for telecommunicators? (1.1.3)
Question 26Select one:

a.
18

b.
21

c.
25

d.
27

A

a.
18

101
Q

Mobile Data Terminal (MDT) basic functions include all of the following EXCEPT: (3.3.2)
Question 27Select one:

a.
View and receive calls for service

b.
View all units and their status

c.
Tell the call taker the phone number and address from which a call originates

d.
Location history, information/warning

A

c.
Tell the call taker the phone number and address from which a call originates

102
Q

ADA stands for __________________. (3.2.1)
Question 28Select one:

a.
Automatic Development Array

b.
Americans with Disabilities Act

c.
Accident Display Act

d.
Auxiliary Display Alignment

A

b.
Americans with Disabilities Act

103
Q

A device that records, stores and is capable of playing back all communication media within the domain to which it is assigned is the definition of __________________. (3.4.3)
Question 29Select one:

a.
logging recorder

b.
call recorder

c.
N-1-1 call recorder

d.
telecommunication recorder

A

a.
logging recorder

104
Q

Automatic Call Distribution (ACD) informs callers that their calls have been received and will be distributed to __________________. (3.2.1)
Question 30Select one:

a.
appropriate emergency response unit(s)

b.
the next available call taker

c.
a secondary PSAP

d.
a telephone service provider

A

b.
the next available call taker

105
Q

Which of the following components holds the handset of a TTY equipment? (3.2.3)
Question 31Select one:

a.
Acoustic Coupler

b.
Dual Phone Jacks

c.
Paper Cover

d.
Printer

A

a.
Acoustic Coupler

106
Q

You can dial __________________ to connect to certain forms of TRS anywhere in the United States. (3.2.2)
Question 33Select one:

a.
311

b.
511

c.
711

d.
911

A

c.
711

107
Q

Prior to the designation of 9-1-1 as the nationwide emergency call number, if someone had an emergency, s/he dialed __________________ for an operator. (3.1.4)
Question 34Select one:

a.
0

b.
1

c.
2

d.
3

A

a.
0

108
Q

______________ is assigned to traffic and transportation information. (2.1.10)
Question 35Select one:

a.
411

b.
511

c.
611

d.
711

A

b.
511

109
Q

Caption service is provided by a __________________ using voice recognition technology. (2.1.8)
Question 36Select one:

a.
service provider

b.
call center agent

c.
relay company

d.
PSAP

A

b.
call center agent

110
Q

A person knowingly or intentionally obtains criminal history record information for remuneration” is a: (2.2.3)
Question 37Select one:

a.
Class A misdemeanor

b.
Class B misdemeanor

c.
Class C misdemeanor

d.
felony of the second degree

A

d.
felony of the second degree

111
Q

Compared with VoIP, Radio over Internet Protocol (RoIP) has an additional __________________ to control basic radio functions. (3.5.1)
Question 38Select one:

a.
system

b.
channel

c.
operation layer

d.
command layer

A

d.
command layer

112
Q

VoIP phone allows you to make voice calls using a __________________ instead of a regular (or analog) phone line. (3.1.3)
Question 39Select one:

a.
computer

b.
Internet connection

c.
cable

d.
radio band

A

b.
Internet connection

113
Q

The three types of 9-1-1 systems are Basic, __________________, and NexGen (NG). (3.1.4)
Question 40Select one:

a.
Platinum

b.
General

c.
Enhanced

d.
Advanced

A

c.
Enhanced

114
Q

State and local governments are responsible under Title II of the ADA for providing effective __________________ and equal access to 911 and other emergency services. (3.2.1)
Question 42Select one:

a.
personnel

b.
equipment

c.
trainings

d.
communication

A

d.
communication?

115
Q

__________________ of all 911 calls arriving at the PSAP shall be answered within __________________ seconds during the busy hour (the hour each day with the greatest call volume). (3.1.7)
Question 43Select one:

a.
90%; 10

b.
90%; 15

c.
95%; 10

d.
95%; 15

A

a.
90%; 10

116
Q

To communicate by TTY, TTY equipment is needed for __________________. (3.2.1)
Question 44Select one:

a.
the caller

b.
the call taker

c.
the PSAP

d.
both parties

A

d.
both parties

117
Q

Which of the following are trending topics for training in 2019? (1.3.7)
Question 45Select one:

a.
Critical Incident Training

b.
Active Shooter/Attack Situations

c.
Mental Health and Wellness

d.
All of the above

A

d.
All of the above

118
Q

_______ radio systems typically allocate 20 or more talk groups (logical channels) to a particular radio frequency channel. (3.5.1)
Question 46Select one:

a.
Conventional

b.
Trunked

c.
Portable

d.
Mobile

A

b.
Trunked

119
Q

ANI stands for __________________. (3.1.5)
Question 47Select one:

a.
Auxiliary Name Identification

b.
Additional Nexus Instruction

c.
Automation Name Instagram

d.
Automatic Number Identification

A

d.
Automatic Number Identification

120
Q

Where was the first 911 call made? (3.1.1)
Question 48Select one:

a.
Alabama

b.
California

c.
New York

d.
Texas

A

a.
Alabama

121
Q

Mobile Data Terminal (MDT) is used in a __________________ to exchange information between an end user and a communications center. (3.3.2)
Question 49Select one:

a.
telephone company

b.
vehicle

c.
public safety agency

d.
radio station

A

b.
vehicle

122
Q

All of the following are reasons why the CAD system is considered the heart of public safety operations EXCEPT: (3.3.1)
Question 50Select one:

a.
Virtually all law enforcement, fire, and EMS incidents flow through the CAD system

b.
Many public safety technology systems are either an integrated part of, or are interfaced with, the CAD system

c.
It is the only tool used for public safety resource management

d.
It is often the primary connection to external systems

A

c.
It is the only tool used for public safety resource management

123
Q

______________ provide directions on policy and procedures, difficult callers, geography, etc. (2.1.13)
Question 51Select one:

a.
Officers

b.
Supervisors

c.
Telecommunicators

d.
Agency Directors

A

b.
Supervisors

124
Q

Prior to the designation of 9-1-1 as the nationwide emergency call number, if someone had an emergency, s/he dialed __________________ for an operator. (3.1.4)
Question 52Select one:

a. 0

b.1

c. 2

d. 3

A

a. 0

125
Q

TTYs use the Baudot and __________________ signaling. (3.2.1)
Question 53Select one:

a.
ASL

b.
ASCII

c.
ASCAP

d.
ASIC

A

b.
ASCII

126
Q

________________ is unassigned, but used nationwide for emergency services. (2.1.10)
Question 54Select one:

a.
211

b.
511

c.
711

d.
911

A

d.
911

127
Q

When the end-user is operating in an area that is either away from an established road network or impacted by a natural disaster where road signs have been destroyed, the __________________ may be the only unambiguous way to describe locations. (3.4.1)
Question 55Select one:

a.
building blueprints

b.
AVL maps

c.
beat maps

d.
USNG

A

d.
USNG

128
Q

_____ refers to the method of responding to a telephone request for emergency service by which a PSAP transfers the call directly to the appropriate public safety agency or other emergency service providers. (3.1.7)
Question 56Select one:

a.
Call answering

b.
Transfer protocol

c.
Transfer method

d.
Routing method

A

c.
Transfer method

129
Q

The license of a person who fails to comply with legislative continuing education requirements may be suspended up to __________________ days for first-time noncompliance? (1.1.7)
Question 57Select one:

a.
30

b.
60

c.
90

d.
180

A

c.
90

130
Q

_____________ means that PSAPs must directly receive TTY calls without relying on an outside relay service or third-party services. (3.2.1)
Question 58Select one:

a.
Direct access

b.
Equal access

c.
Unique access

d.
Sufficient access

A

a.
Direct access

131
Q

A person who receives, processes, and transmits public safety information is referred to as a __________________. (1.2.1)
Question 59Select one:

a.
PSAP

b.
telecommunications operator

c.
point of contact

d.
telecommunicator

A

d.
telecommunicator

132
Q

As a minimum, which of the following must be recorded on a logging recorder? (3.4.3)
Question 60Select one:

a.
Emergency call

b.
Emergency telephone line/answering position

c.
N-1-1 call

d.
Conversation

A

b.
Emergency telephone line/answering position

133
Q

IP relay service is not required by the __________________ but is offered by several TRS providers. (3.2.2)
Question 61Select one:

a.
ADA

b.
FCC

c.
Department of Justice

d.
Department of Public Safety

A

d.
Department of Public Safety

134
Q

It is desirable that the recall recorder has the ability to __________________ and __________________ simultaneously. (3.4.3)
Question 62Select one:

a.
play; pause

b.
play; record

c.
pause; record

d.
play; erase

A

b.
play; record

135
Q

Repeaters increase the __________________ for portable, mobile, or base station radios that otherwise could not communicate with one another. (3.5.1)
Question 63Select one:

a.
channel capacity

b.
effective communications coverage area

c.
sensitivity of receiver

d.
output power of transmitter

A

b.
effective communications coverage area

136
Q

______________ is a feature that enables a service supplier to identify and forward the telephone number of a caller to the public safety answering point. (3.1.5)
Question 64Select one:

a.
ALI

b.
ANI

c.
VoIP

d.
ACD

A

b.
ANI

137
Q

CAD stands for __________________. (3.3.1)
Question 65Select one:

a.
Call Assistance Dispatch

b.
Computer-Aided Dispatch

c.
Counter Alien Discord

d.
Continual Assisted Dispatch

A

b.
Computer-Aided Dispatch

138
Q

Teletypewriter (TTY) is a device that is used with a __________________ to communicate with persons with hearing/speech disabilities. (3.2.1)
Question 66Select one:

a.
computer

b.
telephone

c.
printer

d.
hearing-aid

A

b.
telephone

139
Q

An apparatus for transmitting radio or television signals is the definition of __________________. (3.5.2)
Question 67Select one:

a.
channel

b.
noise

c.
receiver

d.
transmitter

A

d.
transmitter

140
Q

ADA requires that all PSAPs provide __________________ and __________________ access to their services for people with disabilities who use TTYs. (3.2.1)
Question 68Select one:

a.
fair; sufficient

b.
direct; equal

c.
direct; sufficient

d.
equal; sufficient

A

b.
direct; equal

141
Q

Which of the following best describes the designation of 9-1-1? (3.1.1)
Question 69Select one:

a.
Fire emergency number

b.
Medical emergency number

c.
Police emergency number

d.
Universal Emergency Number

A

d.
Universal Emergency Number

142
Q

All of the following are responsibilities of public safety answering point EXCEPT: (3.1.6)
Question 70Select one:

a.
Receiving 9-1-1 calls

b.
Dispatching emergency response services directly

c.
The second point of reception by a public safety agency of a 911 call

d.
Transferring or relaying emergency 911 calls to other public safety agencies

A

b.
Dispatching emergency response services directly

143
Q

Which of the following is a statement of Internet Relay? (2.1.8)
Question 71Select one:

a.
It allows individuals with hearing loss to make relay calls over the Internet

b.
There is no need for traditional TTY equipment

c.
It is a free service

d.
All of the above

A

d.
All of the above

144
Q

EMD cards have a __________________ implementation process. (2.1.12)
Question 72Select one:

a.
universal

b.
exclusive

c.
standardized

d.
specialized

A

c.
standardized

145
Q

During 911 call process, __________________ database return name and address information along with the appropriate emergency responders. (3.1.2)
Question 73Select one:

a.
ANI

b.
ALI

c.
TLETS

d.
Nlets

A

b.
ALI

146
Q

______________ is assigned nationwide for non-emergency police and other government services. (2.1.10)
Question 74Select one:

a
311

b.
411

c.
511

d.
611

A

a.
311

147
Q

Most public safety communications radios transmit frequencies between __________________ MHz and __________________ MHz. (3.5.2)
Question 75Select one:

a.
0.05; 850

b.
0.05; 900

c.
30; 850

d.
30; 900

A

30; 900

148
Q

This active listening technique is a good way to bolster the self-esteem of the caller. (4.1.4)
Question 1Select one:

a.
Reflecting words, thoughts, feelings

b.
Affirmative responses

c.
Ask relevant and clarifying questions

d.
Short interjections

A

b.
Affirmative responses

149
Q

At what point should you hang up? (4.2.9)
Question 2Select one:

a.
When a caller uses profanity

b.
When a caller denigrates the call taker

c.
When you are comfortable with the information

d.
When the first responders arrive on scene

A

c.
When you are comfortable with the information

150
Q

Teletypewriter (TTY) is a device that is used with a __________________ to communicate with persons with hearing/speech disabilities. (3.2.1)
Question 3Select one:

a.
computer

b.
telephone

c.
printer

d.
hearing-aid

A

b.
telephone

151
Q

Which of these calls would requires a crisis call taking strategy? (4.3.4)
Question 4Select one:

a.
Child caller

b.
Angry caller

c.
Suicidal caller

d.
Elderly caller

A

c.
Suicidal caller

152
Q

As a minimum, which of the following must be recorded on a logging recorder? (3.4.3)
Question 5Select one:

a.
Emergency call

b.
Emergency telephone line/answering position

c.
N-1-1 call

d.
Conversation

A

b.
Emergency telephone line/answering position

153
Q

The type of incident must be determined in order to dispatch the proper responders. Which active listening technique would help gain more information about the type of incident? (4.2.3)
Question 6Select one:

a.
Affirmative responses

b.
Summarization

c.
Short interjections

d.
Ask clarifying questions

A

.
Ask clarifying questions

154
Q

The receiver is also known as which of these? (4.1.2)
Question 7Select one:

a.
Recipient

b.
Interviewer

c.
Interpreter

d.
All of the above

A

c.
Interpreter

155
Q

For an individual who use Hearing Carry Over service, he/she: (3.2.2)
Question 8Select one:

a.
Has a speech disability

b.
Wants to use his/her own hearing to listen to the called party

c.
Types his/her part of the conversation on a TTY

d.
All of the above

A

d.
All of the above

156
Q

Are you telling me…?” “Are you saying…?” are examples of the active listening technique __________________. (4.1.5)

Question 9Select one:

a.
emotional labeling

b.
paraphrasing

c.
open-ended question

d.
effective pauses

A

b.
paraphrasing

157
Q

To be an effective communicator, align your __________________, appearance, body language, and __________________. (4.1.6)
Question 10Select one:

a.
visual aids; tone

b.
tone; words

c.
visual aids; words

d.
tone; facial expressions

A

b.
tone; words

158
Q

After the call-taker receives a call for service, the call is sent to the radio dispatcher __________________. (4.3.3)
Question 11Select one:

a.
for confirmation of actions by the call-taker

b.
to free up the line for the next caller

c.
because the caller is being abusive

d.
for passing the relevant information quickly and accurately to the responding officers

A

.
for passing the relevant information quickly and accurately to the responding officers

159
Q

Which type of listening requires you to hear the words, understand the body language, and extract the key message from a long speech? (4.1.3)
Question 12Select one:

a.
Discriminative

b.
Comprehensive

c.
Critical

d.
Appreciative

A

b.
Comprehensive

160
Q

The quality of appreciative listening depends on three factors, including __________________, perception, and __________________. (4.1.3)
Question 13Select one:

a.
perspiration; past experience

b.
participation; presence

c.
presentation; past experience

d.
presence; perspiration

A

c.
presentation; past experience

161
Q

_____________ is assigned nationwide for non-emergency police and other government services. (2.1.10)
Question 14Select one:

a.
311

b.
411

c.
511

d.
611

A

a.
311

162
Q

Which technique allows you to tell the caller how their actions, words, and tone are making you feel? (4.1.5)
Question 15Select one:

a.
“I” Messages

b.
Emotional labeling

c.
Reflecting/mirroring

d.
Commiserating

A

a.
“I” Messages

163
Q

Medical care that is not an emergency is the definition of __________________. (4.3.1)
Question 16Select one:

a.
routine

b.
non-emergency

c.
in progress

d.
standard operating procedure

A

b.
non-emergency

164
Q

It is estimated that about __________________ of 911 calls are placed from wireless phones. (3.1.3)
Question 17Select one:

a.
50%

b.
60%

c.
70%

d.
80%

A

c.
70%

165
Q

Which of the following components enables mobile radios to have a higher transmitter output power than portable radios? (3.5.1)
Question 18Select one:

a.
Transmitter

b.
Receiver

c.
Internal speaker

d.
Power supply unit

A

d.
Power supply unit

166
Q

Which call taking listening technique should be employed when taking a call from an angry caller? (4.3.6)
Question 19Select one:

a.
Effective pauses

b.
Open-ended questions

c.
Signs of encouragement

d.
Short interjections

A

Effective pauses

167
Q

_______ is the setting a situation in which communication takes place. (4.1.2)
Question 20Select one:

a.
Context

b.
Environment

c.
Noise

d.
Surrounding

A

a.
Context

168
Q

All of the following rights of requestors are included in the Texas Public Information Act EXCEPT: (2.2.3)
Question 21Select one:

a.
Prompt access to information that is not confidential or otherwise protected

b.
Receive treatment equal to all other requestors

c.
Receive certain kinds of information with exceptions

d.
Receive a copy of the communication from the governmental body

A

c.
Receive certain kinds of information with exceptions

169
Q

During a call, asking questions that cannot be answered with a yes or no is asking __________________. (4.1.5)
Question 22Select one:

a.
leading questions

b.
the caller to speed things up

c.
closed-ended questions

d.
open-ended question

A

open-ended question

170
Q

The United States National Grid (USNG) does not replace data storage formats for either Geographic Information Systems (GIS) or the State Plane Coordinate System (SPCS) for __________________ applications. (3.4.1)
Question 23Select one:

a.
research

b.
engineering and survey

c.
travel

d.
business management

A

b.
engineering and survey

171
Q

Which of the following radio systems has the most powerful transmitters and the most sensitive receivers? (3.5.1)
Question 24Select one:

a.
Portable

b.
Mobile

c.
Portable and mobile

d.
Base/fixed station

A

d.
Base/fixed station

172
Q

Which type of question requires the caller to explain a piece of information? (4.2.9)
Question 25Select one:

a.
Personal

b.
Opinion

c.
Open-Ended

d.
Closed-Ended

A

c.
Open-Ended

173
Q

Relevant and clarifying questions __________________. (4.1.4)
Question 27Select one:

a.
keep the caller on the line

b.
briefly recap the conversation

c.
are most helpful when based on the conversation

d.
use your facial muscles to convey understanding

A

b.
briefly recap the conversation

174
Q

Unobtrusive signals that show you are listening are an active listening technique referred to as __________________. (4.1.4)
Question 28Select one:

a.
affirmative responses

b.
summarization

c.
nodding

d.
short interjections

A

d.
short interjections

175
Q

In a Computer Aided Dispatch (CAD) System, a telecommunicator should be able to tell the difference between a CAD and a __________________ system. (3.3.2)
Question 29Select one:

a.
mobile data

b.
video game

c.
smart phone

d.
wireless computer router

A

a.
mobile data

176
Q

An individual from the TXDPS __________________ Division serves as the state representative for the Nlets. (2.1.2)
Question 30Select one:

a.
Administration

b.
Criminal Investigations

c.
Emergency Management

d.
Law Enforcement Support

A

d.
Law Enforcement Support

177
Q

Style of speaking, tone, emotion, stress, pitch, intonation, and voice quality are all elements of which of the following? (4.1.6)
Question 31Select one:

a.
Oral communication

b.
Physical nonverbal

c.
Paralanguage

d.
Face to face communication

A

c.
Paralanguage

178
Q

Which of the following is the most hazardous calls for an officer to respond to, according to the APCO Public Safety Telecommunicator course? (4.3.3)
Question 32Select one:

a.
Armed robbery

b.
Family disturbances

c.
Hostage situations

d.
Traffic violations

A

b.
Family disturbances

179
Q

Report writing is one of the basic functions of Mobile Data Terminal (MDT). (3.3.2)
Question 33Select one:
True
False

A

True

180
Q

Call classification involves the sorting of calls for service by __________________, enabling the appropriate level of response. (4.3.2)
Question 34Select one:

a.
urgency

b.
services requested

c.
gender of caller

d.
volume of caller

A

a.
urgency

181
Q

Radio network interoperability is achieved via: (3.5.1)
Question 35Select one:

a.
Compatible communications equipment

b.
Adequate signal coverage

c.
Network scaling

d.
All of the above

A

d.
All of the above

182
Q

What should be documented for record keeping purposes after obtaining details of the call? (4.2.8)
Question 36Select one:

a.
Basic reporting party data

b.
Standard victim injury report

c.
Ticket for service

d.
Request for law enforcement

A

a.
Basic reporting party data

183
Q

What is the first question you should ask a caller when weapons are present? (4.2.5)
Question 37Select one:

a.
What other weapons are present?

b.
What type of weapon is present?

c.
Were you aware of the weapons presence before the attack?

d.
What is the attacker motivation?

A

b.
What type of weapon is present?

184
Q

____________ is the first listening technique you would attempt to use in a critical conversation. (4.1.5)
Question 38Select one:

a.
Emotional labeling

b.
Paraphrasing

c.
“I” Messages

d.
Open-ended questions

A

a.
Emotional labeling

185
Q

Vocabulary, Concentration, and Memory are the three variables involved in __________________ listening. (4.1.3)
Question 39Select one:

a.
discriminative

b.
comprehensive

c.
appreciative

d.
relationship

A

b.
comprehensive

186
Q

The telecommunicator will be able to identify basic functions of a CAD system, including: (3.3.1)

  • Unit status and recommendations
  • Emergency message communications
  • __________________

Question 40Select one:

a.
Manual functions

b.
Automatic functions

c.
Toggle functions

d.
Algebraic functions

A

b.
Automatic functions

187
Q

Active listening techniques include __________________. (4.1.5)
Question 41Select one:

a.
effective pauses

b.
reflective/mirroring

c.
open-ended questions

d.
All of the above

A

d.
All of the above

188
Q

If the call is dealing with children or the elderly, there are special __________________. (4.3.5)
Question 42Select one:

a.
vocabulary words used

b.
cognitive levels addressed

c.
communication techniques

d.
reduced responses from law enforcement officers

A

c.
communication techniques

189
Q

When documenting a call, it is best to avoid using __________________, and to use clear language. (4.2.9)
Question 43Select one:

a.
cliches

b.
idioms

c.
police or fire slang

d.
the CAD system

A

c.
police or fire slang

190
Q

Which of these may result in the unpredictability the behavior of a suspect, thereby raising the priority of the call? (4.2.6)
Question 44Select one:

a.
Alcohol

b.
Drugs

c.
Steroids

d.
A and B

e.
All of the above

A

d.
A and B

191
Q

The effectiveness of the communication cycle depends on the time it takes feedback to reach the __________________. (4.1.1)
Question 45Select one:

a.
initial recipient

b.
initial sender

c.
initial medium

d.
communication platform

A

b.
initial sender

192
Q

According to FCC 47 CFR Section 90.405 - Permissible Communications, a licensed station may transmit: (3.5.4)
Question 46Select one:

a.
Any communication related directly to the imminent safety-of-life or property

b.
Communications for testing purposes required for the proper station and system maintenance

c.
Communications directly related and necessary to those activities which make the licensee eligible for the station license held under this part

d.
All of the above

A

d.
All of the above

193
Q

“I want to help, but you’re really starting to scare me,” is an example of the active listening technique __________________. (4.1.5)
Question 47Select one:

a.
“I” messages

b.
paraphrasing

c.
reflective/mirroring

d.
minimal encouragers

A

a.
“I” messages

194
Q

_____________ regulates the special use of authorized communication facilities during natural disasters. (3.5.4)
Question 48Select one:

a.
47 CFR Section 90.403 - General Operating Requirements

b.
47 CFR Section 90.405 - Permissible Communications

c.
47 CFR Section 90.407 - Emergency Communications

A

c.
47 CFR Section 90.407 - Emergency Communications

195
Q

Giving the caller their story back to them in your own words demonstrates the active listening technique of __________________. (4.1.5)
Question 49Select one:

a.
paraphrasing

b.
open-ended questions

c.
“I” messages

d.
effective pauses

A

a.
paraphrasing

196
Q

The purpose of using open-ended questions during a call is to __________________. (4.1.5)
Question 50Select one:

a.
get the subject to stop talking

b.
get the subject to start talking

c.
get the subject to hang up

d.
get the subject to call again

A

get the subject to start talking

197
Q

What percentage of communication is comprised of facial expressions, tone of voice, and body stance? (4.1.6)
Question 51Select one:

a.
7%

b.
10%

c.
38%

d.
55%

A

d.
55%

198
Q

Affirmative responses are useful for __________________. (4.1.4)
Question 53Select one:

a.
bolstering caller self-esteem

b.
serving as unobtrusive signals you are still listening

c.
supplementing eye contact in the conversation

d.
making small talk to keep the caller talking

A

a.
bolstering caller self-esteem

199
Q

If Jack sends Jill a text message, what would be the medium? (4.1.2)
Question 54Select one:

a.
The text message

b.
The cell phone

c.
The satellite signal

d.
Jack typing the message

A

b.
The cell phone

200
Q

Which of the following help differentiate the address of an incident location? (4.2.2)
Question 55Select one:

a.
Pre-directional indicators

b.
Street-type designator

c.
Name of city

d.
All of the above

A

d.
All of the above

201
Q

___________ during a call clarifies content and demonstrates you have listened and understood. (4.1.5)

Question 56Select one:

a.
Minimal encouragers

b.
Reflective/mirroring

c.
Paraphrasing

d.
Effective pauses

A

c.
Paraphrasing

202
Q

Which of the following is one of the Six Ws? (4.2.1)
Question 57Select one:

a.
Witnesses

b.
Weapons

c.
Wheels

d.
Wherefore

A

b.
Weapons

203
Q

When dealing with a hysterical caller, which of the following best practices should be employed? (4.3.4)
Question 58Select one:

a.
Use a firm, calm, authoritative voice

b.
State questions, phrases, or commands simply

c.
Repeat questions the same way each time

d.
All of the above

A

d.
All of the above

204
Q

The four methods of effective communication include __________________, Written, Nonverbal, and Visual. (4.1.6)
Question 59Select one:

a.
Questioning

b.
Verbal

c.
Reacting

d.
Summarization

A

b.
Verbal

205
Q

Speech-to-Speech Relay Service is used by a person with a __________________ disability. (3.2.2)
Question 60Select one:

a.
hearing

b.
speech

c.
vision

d.
mobility

A

b.
speech

206
Q

Telecommunicators coach callers to __________________________ until professional rescuers assume care. (4.2.4)
Question 61Answer

a.
Perform continuous CPR

b.
Perform the Heimlich Maneuver

c.
Perform CPR with compression pauses

d.
Stay calm and call out to the patient

A

Perform continuous CPR

207
Q

Which of the following are best practices to defuse a difficult call? (4.3.7)
Question 62Select one:

a.
Be empathetic and non-judgmental

b.
Avoid overreacting

c.
Ignore challenging questions

d.
All of the above

A

d.
All of the above

208
Q

Storytelling, Crucial Conversations, and Meetings are all components of which method of effective communication? (4.1.6)
Question 63Select one:

a.
Verbal

b.
Written

c.
Nonverbal

d.
Visual

A

a.
Verbal

209
Q

The Commission may suspend a license for violating any provision of Texas Occupations Code __________________. (1.1.7)
Question 64Select one:

a.
1649

b.
1701

c.
1776

d.
1889

A

b.
1701

210
Q

If a caller reports the presence of a weapon, the __________________ changes greatly. (4.2.5)
Question 65Select one:

a.
situation

b.
call priority

c.
amount of responders

d.
responding agency

A

b.
call priority

211
Q

An officer is convicted of a felony that is not related in any way to their office. What would be the course of action for the Commission in regards to their licenses? (1.1.8)
Question 66Select one:

a.
Suspension for 180 days

b.
Suspension for 10 years

c.
Suspension for 30 years

d.
Immediate revocation

A

d.
Immediate revocation

212
Q

Which type of question simply require the caller to reply yes or no? (4.2.9)
Question 67Select one:

a.
Personal

b.
Opinion

c.
Open-Ended

d.
Closed-Ended

A

d.
Closed-Ended

213
Q

________ is a statewide telecommunications network composed of computer terminals, interfaces, and databases representing the city, county, state, federal, military law enforcement, and criminal justice agencies in Texas. (2.1.2)
Question 68Select one:

a.
Texas Law Enforcement Telecommunications System (TLETS)

b.
Texas Commission on Law Enforcement (TCOLE)

c.
Texas Department of Public Safety (TXDPS)

d.
International Justice and Public Safety Network (Nlets)

A

a.
Texas Law Enforcement Telecommunications System (TLETS)

214
Q

The objective of this listening type is to focus on the sounds. (4.1.3)
Question 69Select one:

a.
Appreciative

b.
Comprehensive

c.
Critical

d.
Discriminative

A

d.
Discriminative

215
Q

What is the usual course of action for a call where only a location can be obtained? (4.2.10)
Question 70Select one:

a.
Dispatch law enforcement to the location to determine further response

b.
Dispatch fire services and EMS to the location to determine further response

c.
Hang up due to insufficient information

d.
Place the caller on hold until they can gather more information

A

a.
Dispatch law enforcement to the location to determine further response

216
Q

Consolette radio can be used for wireless access to different system types for increased __________________ between agencies. (3.5.1)
Question 71Select one:

a.
intercommunity

b.
interoperability

c.
cooperation

d.
communication capability

A

b.
interoperability

217
Q

_________ listening is defined as a listener evaluating a message and responding with their opinion. (4.1.3)
Question 72Select one:

a.
Critical

b.
Discriminative

c.
Appreciative

d.
Comprehensive

A

a.
Critical

218
Q

Which of the following is a benefit of the active call-taking listening technique paraphrasing? (4.1.5)
Question 73Select one:

a.
Serves as a suitable replacement for eye contact

b.
Leads to distrust

c.
Emphasize something you have just said

d.
Build rapport with your caller

A

d.
Build rapport with your caller

219
Q

When receiving a silent, open line, you should query the line verbally a second time, and then __________________. (3.2.4)
Question 75Select one:

a.
query the line repeatedly until a response received

b.
query the line using a TTY to determine if the call is from a TTY user

c.
ask your supervisor for advice

d.
treat the call as hang-up if no response received

A

b.
query the line using a TTY to determine if the call is from a TTY user

220
Q

Why are telephone relay services NOT as effective as direct TTY calls for emergencies? (3.2.1)
Question 1Select one:

a.
They are not free

b.
They are far more time-consuming than TTY calls

c.
They do not provide 24/7 support

d.
They require more human resources

A

b.
They are far more time-consuming than TTY calls

221
Q

Which of the following help differentiate the address of an incident location? (4.2.2)
Question 2Select one:

a.
Pre-directional indicators

b.
Street-type designator

c.
Name of city

d.
All of the above

A

d.
All of the above

222
Q

_______________ refers to the method of responding to a telephone request for emergency service by which a PSAP transfers the call directly to the appropriate public safety agency or other emergency service providers. (3.1.7)
Question 3Select one:

a.
Call answering

b.
Transfer protocol

c.
Transfer method

d.
Routing method

A

c.
Transfer method

223
Q

Repeaters increase the __________________ for portable, mobile, or base station radios that otherwise could not communicate with one another. (3.5.1)
Question 4Select one:

a.
channel capacity

b.
effective communications coverage area

c.
sensitivity of receiver

d.
output power of transmitter

A

b.
effective communications coverage area

224
Q

In the CYMBALS acronym, what does the letter S stand for? (5.1.7)
Question 5Select one:

a.
Spelling

b.
Size of engine

c.
State of issuance

d.
Style

A

c.
State of issuance

225
Q

Which type of listening requires you to hear the words, understand the body language, and extract the key message from a long speech? (4.1.3)
Question 6Select one:

a.
Discriminative

b.
Comprehensive

c.
Critical

d.
Appreciative

A

b.
Comprehensive

STATE EXAM (1 decks)

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