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Public Safety Dispatcher

A role responsible for receiving calls, dispatching personnel, and coordinating effective responses to ensure the safety and well-being of the community.





public safety





emergency services




stress management



A secondary emergency response unit is the main unit assigned to a particular call.

  • True
  • False.It is the primary unit.

Which of the following is an example of NGO?

  • Magnolia
  • Unilab
  • Ibon Foundation
  • Goldilocks
  • None of the Above

Most people can focus on a spoken presentation without distraction or daydreaming for

  • 45-60 seconds.
  • 1-3 minutes.
  • 5-10 minutes.
  • 15-30 minutes.

The five parts of the communications cycle are active listening, patience, open-minded acceptance, positive thinking, and sensitivity to others.

  • True
  • False. Sender, Receiver, Message, Medium. and Feedback.

The _________ specifies a series of administrative, physical, and technical safeguards for covered entities to use to assure the confidentiality, integrity, and availability of electronically protected health information.

  • The Sunshine Law
  • The Security Rule
  • Hippa Privacy Rule
  • Public Records Law

Where is NCIC housed?

  • Washington D.C.
  • Richmond, Virginia
  • Clarksburg, West Virginia
  • Annapolis, Maryland

In 1940 the first statewide radio system was implemented by the Connecticut State Police.

  • True
  • False

The acronym HIPAA stands for:

  • Health Insurance Protective and Accountability Act
  • Health Insurance Portability and Accountability Act
  • Health Integrity Protection and Assurance Act
  • Health Information Protection and Accountability Act

Which of the following statements about public speaking is incorrect?

  • Public speaking is a skill that can be developed.
  • There are many tools and platforms available to today's communicator.
  • Public speaking is an innate ability. One is born gifted with this skill.

The Florida Interoperability Network, or FIN, is provided by the State of Florida for all public safety disciplines.

  • True
  • False

The first 911 test call was made on February 16, 1968, in:

  • Detroit, Michigan
  • Evanston, Illinois
  • Fort Myers, Florida
  • Haleyville, Alabama

Eustress is defined as any stress reaction resulting from unpleasant or harmful events or consequences.

  • True
  • False Eustress is associated with pleasant experiences or positive emotions.

Critical Incident Stress Management (CISM) is a structured process for managing the stress involved in a critical incident.

  • True
  • False

In what year was Senate Bill 800 declaring 911 as the National Communications number?

  • 2004
  • 1961
  • 1999
  • 2001

To introduce the keynote speaker, the master of the ceremony presented his educational background and expertise by reading the printed text. The mode of delivery shown in this example is manuscript speech.

  • TRUE

It is a speech that is delivered in funeral service, and it aims to praise the deceased.

  • eulogy

________can be defined as behavior and attitude patterns exhibiting standards and character marked by pride in oneself and one's career, respect for the people served, and commitment to the continued development of skills in the pursuit of excellence.

  • Morality
  • Ethics
  • Professionalism
  • Self-respect

What phase of barricaded subjects is information about the subject obtained?

  • Containment phase
  • Termination phase
  • Observation phase
  • Approach phase

Florida Crime Information Center, or FCIC, was created in June 1970 and is based in

  • Miami, FL
  • Quantico, VA
  • Jacksonville, FL
  • Tallahassee, FL

An introductory speech would LEAST likely be given to

  • Build enthusiasm for the upcoming speaker.
  • Explain the relationship between yourself and the upcoming speaker.
  • Build enthusiasm for the speaker's topic.
  • Establish a welcoming climate that will boost the speaker's credibility.

Which of the following is not a purpose of PSA?

  • Inform
  • Persuade
  • Create
  • Promote
  • None of the Above

Utilizing the TDD, SKSK is the abbreviation for:

  • Go Ahead
  • Stop Keying
  • End of Conversation
  • Stop Kicking

The term for nonverbal communication by means of gestures and other body movements is

  • Calisthenics
  • Locomotion
  • Kinesics
  • Actuation

TRUE OR FALSE: The audience is the least important of the elements of public speaking.

  • True
  • False

What is now known as the "Sunshine Law" was passed in 1909 and was originally known as the:

  • Florida's Law
  • Public Records Law
  • Open Records Law
  • The Security Rule

Tell what form of public speaking, IMPROMPTU SPEECH or PREPARED SPEECH is appropriate to perform in a certain event or occasion.Sharing knowledge about a topic on-the-spot.


Information disseminated to the public is governed by the following:

  • Agency policies and local government
  • Individual agencies, state laws, and federal laws
  • Local government, state laws, and federal laws
  • Agency policies, local government, state laws, and federal laws

SERT operates under the direction and control of the President of the United States.

  • True
  • False It is the Governor

Tell what form of public speaking, IMPROMPTU SPEECH or PREPARED SPEECH is appropriate to perform in a certain event or occasion.Speaking before a commencement ceremony.


In public speaking, which element pertains to the channel or how the communicator is delivering the message?

  • Audience
  • Effect
  • Medium
  • Message

The primary role and responsibilities of the TERT Team are to provide mission-critical assistance for call-taking and dispatcher functions during and after a disaster incident.

  • True
  • False

Florida has _______ Emergency Support Functions (ESFs), grouped by functionrather than the agency.

  • 25
  • 18
  • 22
  • 17

What statute governs the Florida "Sunshine Law?"

  • 114
  • 121
  • 119
  • 111

It is a speech given to a person who becomes an instrument for the construction of a building.

  • dedication

Comprehend acts that are considered professionally unethical are:

  • Honesty.
  • Courteousness.
  • Offering or accepting gratuities.
  • Judging everyone alike.

TRUE OR FALSE: Communication between friends is an example of public speaking.

  • True
  • False

Stressors that are unique to a telecommunicator include:

  • A death in the family, divorce, or familial issues.
  • Multi-tasking, life or death situations, urgency, or shift rotations.
  • Heavy traffic coming into work, long commutes, or traffic delays.
  • Problems with coworkers, supervisors, or managers.

Inference refers to the process of deriving a conclusion not only based on fact but also based on human perception and logic.

  • True
  • False

A political theory holding all forms of government authority to be unnecessary and undesirable and advocating a society based on voluntary cooperation and free association of individuals and groups is known as:

  • Anti-terrorism
  • Counter-terrorism
  • Asset
  • Anarchism

The first documented form of police communication was:

  • A bell
  • A whistle
  • A horn
  • A flag

Is this an example of PSA Print Advertisement?

  • Yes
  • No

Therefore, I’d like you all to raise your glasses and join me in wishing the new Mr. and Mrs. Gutierrez all the health, wealth, and happiness in the world. Friends, I give you the wonderful bride and groom.

  • Roast
  • Toast
  • Speech of Introduction

According to the mission of the Department of Homeland Security, its main areas of responsibility include all except:

  • Guarding against terrorism
  • Protecting our gun rights
  • Securing our borders
  • Enforcing our immigration laws

A speaker who uses deliberately extravagant exaggeration in a presentation is using the device of

  • Distortion.
  • Parallelism.
  • Hyperbole.
  • Equivocation.

________________ is a carefully planned advocacy that aims to raise people’s awareness on the social issue, and encourage behavioral change in them.

  • Campaign

The /p/ sound is a

  • Glide.
  • Affricate.
  • Sibilant.
  • Stop-plosive.

Tell what form of public speaking, IMPROMPTU SPEECH or PREPARED SPEECH is appropriate to perform in a certain event or occasion.Speak as a resource person in a seminar.


The Florida interoperability capabilities, including the Florida Interoperability Network (FIN), can only be used in case of emergencies.

  • True
  • False.It can be used for daily operations also.

In public speaking, which element pertains to content?

  • Audience
  • Effect
  • Medium
  • Message

A mobile radio is more powerful than a base radio or a portable radio.

  • True
  • False.The base radio is more powerful.

Public speaking is a/an _____ that begins with the brainstorming of the topic and the planning of the speech itself.

  • process

The effect of long-term mental stress is known as:

  • Low morale
  • Lack of drive
  • Burnout
  • Negative attitude

What component in PSA Advertising Plan presents your concrete objectives or steps you will need to achieve the projected outcome of your campaign?

  • Mission

CHEMTREC provides information on

  • Prices of gasoline around the globe
  • Hazardous materials
  • Chemical dependency
  • Chemical companies around the globe

A multi-casualty incident is defined as an incident where the number and severity of casualties exceed the capability of the responders' initial resources.

  • True
  • False

Law enforcement-only telecommunicators will not be required to take a CPR course.

  • True
  • False

Which of the following words or phrases is most concrete?

  • Dwelling.
  • Habitation.
  • Cottage.
  • Residence.

Label whether the statement is true or false.A speaker can use notes in an impromptu speech.

  • TRUE

Most speeches contain _____ main points.

  • 2-4.
  • 5-7.
  • 7-10.
  • 8-12.

Is this an example of PSA Print Advertisement?

  • Yes
  • No

CHEMTREC is a 24/7/365 emergency call center that provides immediate information and assistance to anyone involved in a chemical or hazardous material incident around the globe.

  • True
  • False

A telecommunicator can not be held criminally liable if they violate a law or statute.

  • True
  • False.They can be held liable.

The Florida Crime and Information Center (FCIC) and the National Crime Information Center (NCIC) collect, maintain, and provide criminal justice information to local, state, and federal agencies in a complete and accurate manner.

  • True
  • False

What is the number for the Florida Relay Systems that assist individuals with hearing and speech impediments in communications with those without TDD capabilities?

  • 611
  • 711
  • 311
  • 411

Which of the following is not an element/component of PSA Advertising Plan?

  • Vision and Mission
  • Target Audience
  • Unique Selling Proposition
  • Tone and Mood
  • None of the Above

Public speaking has two goals—to persuade and to inform.

  • TRUE

Tell whether the statement is true or false. A Prepared Speech is speaking given the topic on hand, having time to research about the topic, and can rehearse or practice prior to delivering the speech.

  • TRUE
  • None of the options.

Which of the following words contains a tongue front vowel sound when spoken?

  • Ate
  • Above
  • Other
  • Calm

The intentional release of toxic biological agents to harm and terrorize citizens in the name of a political or other cause is known as:

  • State terrorism
  • Bio-terrorism
  • Eco-terrorism
  • Nuclear terrorism

Which information can not be garnered from FCIC?

  • Stolen guns
  • Gang files
  • Criminal histories
  • Stolen credit cards

Section 119.01, F.S., provides that all state, county, and municipal records are closed for personal inspection and copying by any person.

  • True
  • False.They are open and can be copied.

A speaker's credibility is MOST clearly determined by the audience's perception of

  • Cleanliness and neatness.
  • Vocal pitch and volume.
  • Posture and stance.
  • Competence and character.

A deposition, also known as a depo, is the taking of testimony under oath.

  • True
  • False

A past event is also known as a delayed call.

  • True
  • False

Tell whether the statement is TRUE or FALSE. Public Speaking involves communicating information before an audience.

  • TRUE
  • None of the options.

Civil Law deals with the body of statutes and other laws that define conduct that is prohibited by the government and that sets out government sanctions to be imposed on those that breach laws.

  • True
  • False Criminal Law does that

The term NORAD stands for:

  • National Officers Retaining Area Defenses
  • North American Aerospace Defense Command
  • National Organization for Response and Detaining
  • North American Roadway Area Department

All students in the 911 Public Safety Telecommunicator Program are expected to attend and successfully complete a CPR certification class.

  • True
  • False

Tell whether the statement is TRUE or FALSE.Non-verbal gestures also help in delivering a message.

  • TRUE
  • None of the options.

FEMA provides services for crisis counseling, unemployment, legal services, and special tax considerations.

  • True
  • False

The Florida Amber Alert was established in August 2000.

  • True
  • False

Interpersonal skills encompass communication between two or more people and include only verbal communication.

  • True
  • False.It also includes non-verbal communication.

Confidential information may include all except:

  • Name, address, and phone number.
  • Patient care information.
  • Suspect information.
  • The identity of the deceased before the next of kin is notified.

The chain of command is defined as:

  • The link between one organization and another.
  • The connection or linkage of authority between one individual and another.
  • The linkage of authority and responsibility joins multiple levels of anorganization.
  • Connection or linkage of authority and responsibility that joins one level ofan organization to another.

Responding "Cold" to a call by Emergency Medical Services is:

  • Lights and sirens.
  • For life-threatening calls or emergencies
  • No lights or sirens.
  • For routine calls

A high standard of ethical and moral conduct is an essential ingredient in the development of a professional public safety telecommunicator on or off duty.

  • True
  • False

Tell what form of public speaking, IMPROMPTU SPEECH or PREPARED SPEECH is appropriate to perform in a certain event or occasion.Speaking in an ambush interview.


Sulfur is an example of what kind of hazardous material?

  • Liquid
  • Gas
  • Solid
  • Aerosol

The Harry Carmichael Memorial Award was inaugurated in 1985 in memory of the late Harry Carmichael, who was an outstanding athlete and citizen of our city. The recipient of the Harry Carmichael Award must have demonstrated, over a significant period of time, dedication to the promotion of athletics in our city, combined with a strong sense of civic and family duty.

  • Farewell
  • Dedication
  • Speech to Present an Award

EMTs provide advanced life support to victims.

  • True
  • False Basic life support

Stress is defined as a reaction resulting from unpleasant or harmful events or consequences.

  • True
  • False. It is distress.

Ethics can be defined as:

  • Principles of honor, morality, and accepted rules of conduct of an individual or group.
  • Behavior and attitude patterns exhibit standards and character marked in pride in oneself.
  • Respect for the people one serves.
  • Commitment is one's career.

TRUE OR FALSE: Technology, including the web, has made our 'campfire' the whole world and 'amplified' the spoken word.

  • True
  • False

"Feedback" is not one of the five parts that make up the communications cycle.

  • True
  • False

What is the age for a missing person when Silver Alerts are activated?

  • 75
  • 60
  • 55
  • 65

Multi-functional dexterity is:

  • Being able to sit at your desk for a long period of time without a break.
  • Being able to write, type, listen, and talk at the same time.
  • Being able to eat food and drink water at your CAD.
  • Being able to carry on a conversation with a co-worker while listening to a caller.

Officers can identify a material by finding the number on the:

  • Red panel
  • Orange panel
  • A Black and White panel
  • In the chemical aid booklet

The "Sunshine Law" passed in 1909 provides that any records made or received by any public agency in the course of its official business are available for inspection and copying by any person.

  • True
  • False

In an Active Shooter situation, the perpetrator gathering equipment needed to carry out the event is known as:

  • Fantasy phase
  • Planning phase
  • Preparation phase
  • Approach phase

Which of the following is an example of a Public Service Announcement?

  • Advocating for a Greener Environment.
  • Bench Clothing Billboard.
  • Spotify Premium Announcement.
  • Discounted Netflix subscription.
  • None of the Above

Florida's Silver Alert Plan was made effective by Executive Order signed by Charlie Crist on October 8, 2008.

  • True
  • False

Active listening skills include:

  • Interrupting when the caller is going on and on.
  • Become defensive if the caller becomes defensive.
  • Not passing judgments or jumping to conclusions.
  • Don't show empathy for the caller's situation, and it shows weakness in a call taker.

A speaker plans to give a speech about the development of the Pony Express. In order to deliver her speech most effectively, she should arrange the main points of her speech in _____ order.

  • Spatial.
  • Topical.
  • Problem-solution.
  • Chronological.

What statute advises that no public safety telecommunicator or employee of a state agency or county, city, or other political subdivision in the state shall have any interest financial or otherwise, direct or indirect, engage in any business transaction or professional activity; or incur any obligation of any nature, which is in substantial conflict with the proper discharge of his/her duties in the public interest?

  • 119
  • 114
  • 112
  • 136

The five phases of the active shooter are the initial phase, negotiation phase, termination phase, observation phase, and containment phase.

  • True
  • False.Fantasy, Planning, preparation, Approach, and Implementation.

What component in PSA Advertising Plan identifies your distinct approach in communicating your advocacy?

  • Unique Proposition

Utilizing basic questioning techniques will assist in properly classifying a call.

  • True
  • False

Biological, Nuclear/Radiological, Incendiary, Chemical, and Explosive Agents are known in short as:

  • FEMA

Ethics is defined as the principles of honor, morality, and accepted rules of conduct that govern an individual group.

  • True
  • False

Techniques necessary to prevent and manage stress are all except:

  • Take regular breaks
  • Establish proper eating habits.
  • Take medication
  • Get adequate sleep

Tell whether the statement is TRUE or FALSEYou don’t need to have purpose in speaking to have focus in your discussion.

  • TRUE
  • None of the option.

The number 911 is used as the emergency number only in the United States and Canada.

  • True
  • False

Which of the following statements about the nature of the debate is typically FALSE?

  • Previous searching analysis reveals a contrast of belief.
  • The competition includes setting the opposition.
  • Debaters may attack or defend a rendered decision.
  • The decision is delayed until both views of the subject have been offered, attacked, and defended.

Telecommunicators should have knowledge of the skills and capabilities of the unit handling an incident, be aware of resources available, and recognize potential issues that may threaten ____________.

  • The surrounding areas
  • Responder and public safety
  • Public safety
  • First responders

To claim as one's own another person's idea or words in your speech is considered as a form of _____.

  • plagiarism

The first hand-held radios were introduced in:

  • 1940
  • 1950
  • 1960
  • 1970

The TDD receives calls and communicates with citizens who are hearing impaired and/or unable to communicate verbally.

  • True
  • False

What vital information should be obtained first in order to properly classify a call?

  • What is the nature of the incident?
  • When did the event actually take place?
  • Are there weapons?
  • Where or the location of the event?

TRUE OR FALSE: Ethics in public speaking pertains to guidelines that a communicator must observe before and during the delivery of a speech.

  • True
  • False

For an Amber Alert, the child must be under the age of 21 years of age.

  • True
  • False. Must be under 18 years of age.

Stress is defined as physical, mental, or emotional factors that cause bodily or mental tension.

  • True
  • False

Memorized speech is done with the use of a printed copy of the speech.

  • TRUE

An ________ incident is one that requires an immediate response due to persons in imminent danger of loss of life or limb or injuries beyond immediate first aid.

  • Emergency
  • Non-emergency
  • Routine
  • Urgent

The group whose mission is to support citizens and first responders to ensure that as a nation, we work together to build, sustain and improve our capability to prepare for, protect against, respond to, recover from, and mitigate hazards is known as:

  • NIMS
  • CEMP
  • FEMA

The Amber Alert Activation must be recommended by:

  • FDLE
  • FCIC
  • The local law enforcement agency of jurisdiction
  • FBI

The first test call was made using the 911 system in Haleyville, Alabama, on February 16, 1968.

  • True
  • False

Over _________ Million transactions a month travel thru FCIC.

  • 93
  • 102
  • 61
  • 87

Telematic Call Centers use two-way wireless communications between a vehicle and a processing center.

  • True
  • False

Amber, Silver, and LEO alerts are displayed on lottery machines.

  • True
  • False

Taking a deep breath or avoiding personalizing the situation is a way to manage stress during an "in progress" incident.

  • True
  • False

Tell whether the statement is TRUE or FALSE. A public Speaker can wear any attire he wants as long as he is comfortable.

  • TRUE
  • None of the options.

TRUE OR FALSE: The purpose of public speaking is to inform, entertain, educate, motivate, or persuade an audience.

  • True
  • False

The information needed for basic questioning for a Telecommunicator includes:

  • Getting the caller's first and last name, address, and date of birth
  • Where, what, when, weapons, who, and how
  • Finding out if the call just occurred or if it past occurred
  • Asking if the patient needs an ambulance

To demonstrate the ability to recognize when information is not appropriate:

  • Gather information by only asking questions that require a yes and no answerto move the call along.
  • Paying attention to the caller only and not listening to any background noises.
  • Draw premature conclusions to end the calls faster.
  • Zero in on keywords.

Each of the following is a vocal distortion common to the pronunciation of the /k/ sound EXCEPT

  • Denasality.
  • Incomplete closure.
  • Overaspiration.
  • Unvoicing.

HIPAA was designed to protect patients from disclosure of protected health information that is oral, written, or electronic.

  • True
  • False

Behaviors a Telecommunicator might engage in that might discredit their professionalism, the agency they work for, or its members might include:

  • Negative attitude, gossiping, or making derogatory statements about the agency.
  • Not knowing SOPs.
  • Laughing with a coworker.
  • Taking frequent breaks and long lunches.

When a judge "sustains" an objection:

  • The witness may answer.
  • The witness should ask his attorney.
  • The witness should not answer.
  • The witness should ask a question.

It is ok to ask a suicidal caller if they are planning to hurt themselves or are suicidal.

  • True
  • False

The DOT ERG has established a five-digit numbering system to identify materials.

  • True
  • False. It is a four-digit numbering system.

In most situations, a careful listener will grasp about _____% of what he/she hears.

  • 10.
  • 25.
  • 50.
  • 75.

Identify the speech on special occasions presented in each passage.I would like to offer my sincerest gratitude to the Selection Committee for this honor. I did not make the journey here alone. Numerous people have supported me along the way. First, I learned early on the value of a solid education from my parents.

  • Acceptance Speech
  • Keynote Speech
  • Roast

A Dirty Bomb is also known as a Radiological Dispersal Device (RDD).

  • True
  • False

If the item a person wants to use as a visual aid in a speech is too large, too small, or unavailable, the next best choice for a visual aid would be a(n)

  • Drawing
  • Model
  • Chart
  • Photograph

What NGO stands for?

  • Non-Government Organization

Public Safety Telecommunicators need to understand the difference between public information and confidential information.

  • True
  • False

Tell what form of public speaking, IMPROMPTU SPEECH or PREPARED SPEECH is appropriate to perform in a certain event or occasion. You are requested in the meeting you attended to share your experiences in your job.


Which of the following words contains a vocal diphthong?

  • Upon.
  • Driver.
  • Carry.
  • Toys.

Which file below is not information that may be garnered from FCIC?

  • Wanted Persons
  • Missing Persons
  • Stolen Securities
  • Stolen Guns

It is delivered by the retiree and his colleagues.

  • farewell

Public Safety Telecommunicators need to be able to discern the differences between criminal and civil law.

  • True
  • False

What is a sign of physical stress?

  • Lack of work ethic.
  • Difficulty concentrating and remaining focused.
  • Low morale.
  • Insomnia.

What state was the first to utilize two-way radios in 1933?

  • California
  • New Jersey
  • Illinois
  • Florida

The Emergency Operations Center (EOP) is located at:

  • Near the largest county sheriff's office in the area
  • Inside a hospital
  • In a centralized location for representatives of all emergency support functions
  • In another county where the incident is occurring

A _________ is anything of value intended to benefit the giver more than the receiver, given to a person because of position and authority rather than because of individual or personal qualities.

  • Gift
  • Reward
  • Gratuity
  • Benefit