Term
|
Definition
| Principles of honor, morality, and accepted rules of conduct that govern and individual or group |
|
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Term
| What is an essential ingredient in the development of a professional public safety telecommunicator on and off duty? |
|
Definition
| High Standard of ethical and moral conduct |
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Term
|
Definition
| 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 |
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Term
| 4. What Florida Statute deals with public safety telecommunicators or any employee of state , city or county agency having an interest, financial or otherwise, direct or indirect, engaging 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. |
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Definition
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Term
|
Definition
| Anything of value intended to benifit the giver more than reciever, given to to a person becuase of individual or personal qualities |
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Term
| Ethical conduct of a public safety telecommunicator includes: |
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Definition
| Maintaining Professionalism and understanding that unethical conduct by individual public safety telecommunicatiors is viewed by the public as a reflection of their agency and the entire profession |
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Term
| List acts considered professionally unethical: |
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Definition
| Dishonesty, Malicious defamation, Prejudice, Offering or accepting gratuities, giving false or slanted testimony, Violation of laws and regulations, Discourteousness, Willful neglect of Duty, Discrimination, Sexual harassment |
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Term
|
Definition
| A team consist of two or more people working together to accomplish a common goal |
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Term
|
Definition
| Violations of Criminal laws and regulations, such as perjury, bribery, theft, I.D. theft, false report to law enforcement, vandalism, burglary, firearms violations. |
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Term
|
Definition
| PST's will not use their offical posistions to secure privileges or advantages for themselves |
|
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Term
| What does Florida Statute 112.313 refer to? |
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Definition
| Most Public Safety agencies have rules that prohibit employees from conducting personal business for profit with their agencies. |
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Term
| Define “negligence of duty” |
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Definition
| The failure to do that which a public safety telecommunicators has a directed or moral obligation to do. |
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Term
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Definition
| The duty of a responsible party to take action to prevent harm to the public or another party. This duty may be directed by agency policy and procedure or may result from a moral obligation. |
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Term
| Why are agency values important? |
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Definition
| They provide the PST with Codes of Ethics, professional conduct codes, standards, policies, and procedures for that agency. |
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Term
|
Definition
| PST’s will maintain the integrity of private information; they will neither seek personal data beyond that needed to perform their professional responsibilities, nor reveal case information to anyone not having proper professional use for such. The above statements are referring to what? |
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Term
| The first documented police communications was where the constable carried a hand bell or rattle, sometimes referred to as a ratchet. If he needed assistance, he would rattle the ratchet to alert others in the area of his need. What country did this take place in? |
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Definition
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Term
| In the late 1880’s, officers in the United States started using vehicles. What was their only form of communication and how did they know when they needed to respond to a call? |
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Definition
| A red signal light near major intersections |
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Term
| Signal lights were updated with “call booths” called “private boxes”, where only officers and reputable citizens where issued keys that would allow them access to the private box. What agency was the first to do this and what year did it occur? |
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Definition
| Chigago Police Department - 1870 |
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Term
| What year were telephones add to the call booths, finally linking police officers to the police department? |
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Definition
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Term
| An “on the air” voice communication system is a one-way radio system allowing the police department to talk to the officer but the officer had to use a call booth to communicate with the police department. Who was the first police department to use this system and what year was it used? |
|
Definition
| Detroity Police Department - 1928 |
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Term
| What year did police cars finally get equipped with radio receivers? What state was the first to do this? |
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Definition
|
|
Term
| When and where was the first 2-way radio system used? |
|
Definition
| Bayonne, New Jersey - 1933 |
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|
Term
| When and where was the first statewide radio system implemented? |
|
Definition
| Connecticut State Police - 1940 |
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Term
| Handheld radios were introduced in what year? |
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Definition
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Term
| Initially, when requiring emergency assistance, citizens would just dial “0” for the operator, placing the operator in the position of determining the emergency and locating the appropriate agency for the caller. The 9-1-1 system was developed on what date? In what town? |
|
Definition
| Haleyville, Alabama - February 16, 1968 |
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|
Term
| The first enhanced 9-1-1 call was received in Florida on what date and what county? |
|
Definition
| January, 1980 - Orange county |
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Term
| On October 26, 1999 9-1-1 was declared as the National Communications Number. Who was the president? What was the bill he signed? |
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Definition
|
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Term
|
Definition
| Deals with disputes between individuals or organizations. It seeks to resolve non-criminal disputes peacefully. Compensation can be awarded for violations of civil law. |
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Term
| A defendant is found liable in a civil case using what standard of guilt? |
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Definition
| Preponderance of the evidence standard of guilt |
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Term
| A preponderance of evidence is a lower standard than a criminal case. In a criminal case the standard of guilt is? |
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Definition
| Guilt beyond reasonable doubt |
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Term
| Telecommunicators are often faced with civil questions and situations. What should the telecommunicator rely on to determine response? |
|
Definition
| Agency Policy and Procedures |
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Term
| Typically liability exposure for public safety agencies revolves around issues where the service and standard of care provided did not meet the expectations of the public. As a telecommunicator, which types of civil liability can result on the telecommunicator as well as their agency? |
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Definition
| A telecommunicator can be criminally liable if the violate a law or statute |
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Term
|
Definition
| Deals with the body of statutes and other laws the define conduct which is prohibited by the government and that sets out government sanctions to be imposed on those that breach the laws. |
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Term
| Can a telecommunicator be held criminally liable if they violate a law or statute? |
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Definition
|
|
Term
| Define Public Information. |
|
Definition
| Information which can be given to the public at their request or is provided in the interest of the safety and welfare of the community. |
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Term
| Types of public information can include, but is not limited to: |
|
Definition
| Code or any emergency notification system, A child is missing, Amber and Silver Alerts. |
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Term
| Confidential information may include: |
|
Definition
| The name, address, and telephone number of the 911 caller, The name of the sexual assult victim, the name of the domestic violence, The name of a juvenile victim or offender, The identity of the deceased before the next of kin has been notified. |
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Term
| The importance of testifying in court is to: |
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Definition
| The prove/dis-prove material facts, To offer facts that will assist in determining guilt or innocence, to offer facts that will assist in determining sentance. |
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Term
| Public safety telecommunicators may be subpoenaed to appear in court or for deposition when they have been involved in handling a public safety response for law enforcement, fire or emergency medical services. The subpoena can be for criminal or civil action. A deposition or depo is the taking of a testimony under oath. Explain what else a deposition is used for. |
|
Definition
| One way defense attorneys prepare themselves to cross-examine, Deposistions are used in part to determine how strong a witness the telecommunicator will be, the opposing attorney may use the deop to attempt to destroy. |
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Term
| Telecommunicators may be called upon to testify in court. Identify the different kinds of objections that may be raised, to include: |
|
Definition
| Leading questions, Calling for conclusion of witness, irrelevancy, not within the proper scope of questioning. |
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Term
| Identify the different types of rulings a judge may make on an objection, to include: |
|
Definition
| Sustain (Objection withheld, Witness may not answer, Mistrial could result if witness answers) Overule ( Witness may answer questions) |
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Term
| Describe tactics that may be used by opposing counsel during cross-examination, to include: |
|
Definition
| Rapid Fire Questions, Condescending Counsel, Friendly Counsel, Badgering/Belligerent, Mispronouncing PST's name, Suggestive Questioning, Demanding a yes/no answer, reversing witness words, repetitous questions, conflicting answers,staring |
|
|
Term
| What year was the Health Insurance Portablility and Accountabilty Act established? |
|
Definition
|
|
Term
| Explain the HIPPA Privacy Rule |
|
Definition
| Provides federal protections for personal health information held by covered entities and gives patients an array of rights with respect to that information. At the same time, permits the disclosure of personal health information needed for patient care and other purposes define by law |
|
|
Term
| Explain the Security Rule. |
|
Definition
| Specifies a series of administrative, physical, and technical safeguards for covered entities to use to assure the confidentiality, integrity, and availability of electronicically protected health information. |
|
|
Term
| Florida’s Sunshine Law was originally known as what? What year was is passed by Florida Legislature? |
|
Definition
| Public Records Law - 1909 |
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|
Term
| Public records are defined as all documents, papers, letters, maps, books, tapes, photographs, films, sound recordings, data processing software, or other material regardless of the physical form, characteristics or means of transmission, made or received pursuant to law or ordinance or in connection with the transaction of official business by any agency. What Florida Statute section defines public records? |
|
Definition
|
|
Term
| General state policy on public records can be found in what Florida Statute? And is defined as? |
|
Definition
| 119.01 - All state, county, and municiple records are openfor personal inspection and copying by and person. Providing access to public records is a duty of each agency |
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|
Term
| Explain the importance of call classification and prioritization. |
|
Definition
1. Provides responding units with a basic knowledge of the situation
2. Differentiates the routine calls from the priority calls.
3. Establishes the order of dispatch and level of response |
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|
Term
| The telecommunicator must determine the nature of the call. What are the 2 categories the telecommunicator must initially determine? |
|
Definition
| Emergency and Non-Emergency |
|
|
Term
| Calls can be classified as a law enforcement, fire or EMS call or any combination of the 3. Additionally, calls can be classified as? |
|
Definition
| In progress, Just Occurred, Past Event |
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|
Term
| In order to properly classify a call, the telecommunicator will need to use basic questioning techniques. Those basic questions are: |
|
Definition
| Where, What, When, Weapons, Who, How |
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|
Term
| The importance of establishing good telephone procedures are: |
|
Definition
1. Recognize calls come from all types of people
2. Assure that the caller is put in the best psychological mood so that pertinent information can be obtained |
|
|
Term
| Telecommunicators must display positive interpersonal skills given the people-oriented nature of the profession. This relates to interaction between co-workers in the communications center, within the agency, with other agency colleagues and the public. Define Interpersonal skill. |
|
Definition
| Encompass communications between two or more people, including verbal and non-verbal communications |
|
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Term
| List 3 important positive interpersonal skills. |
|
Definition
1. Active Listening
2.Patience
3.Open-Minded acceptance of others' differences
4.Positive Thinking
5. Sensitivity to others
6. Good Sense of humor
7. Seek solutions to problems and conflicts
8. Treat others with respect
9. Tone of voice - Even, Well modulated, professional
10. Enuciation of words |
|
|
Term
| There are 5 parts to the communications cycle. List all 5 parts and explain each part. |
|
Definition
Sender - Initiates Communications
Receiver - Recieves Communications
Message - The Content
Medium - The means of delivery
Feedback - Verification that message was received from the sender |
|
|
Term
| The communications cycle includes 2 types of communications. They are: |
|
Definition
|
|
Term
| List examples of positive interpersonal skills. |
|
Definition
1. Active Listening
2.Patience
3.Open-Minded acceptance of others' differences
4.Positive Thinking
5. Sensitivity to others
6. Good Sense of humor
7. Seek solutions to problems and conflicts
8. Treat others with respect
9. Tone of voice - Even, Well modulated, professional
10. Enuciation of words |
|
|
Term
| List 6 ways you can provide friendly and accurate customer service. |
|
Definition
1. Friendly and Calm Demeanor
2. Professional tone of voice
3.Authority and Accuracy in answering questions
4.Simple, Striaight-forward language (Avoid industry jargon)
5. Control of stressful situation
6. Clear and Concise Information |
|
|
Term
| Describe the typical components of a communication center. |
|
Definition
1. 911 / In-Coming Telephone Lines
2. Radio Consoles
3. CAD (Computer Aided Dispatch)
4.Teletpye
5. Communications Personnel |
|
|
Term
| What does the acronym CAD mean? |
|
Definition
|
|
Term
|
Definition
| Enables communications between public safety telecommunicators and field personel; dispatches field units to routine and emergency scenes; recieves verbal communications from field units relating to seld-initiated. |
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|
Term
| What is the function of teletype? |
|
Definition
| Obtain criminal justice intelligence utilizing local, state, and national databases; input criminal justice information that will be added to the FCIC/NCIC hot files; send and recieve state and national messages pertaining to criminal justice information |
|
|
Term
| What does the acronym FIN mean? |
|
Definition
| Florida Interoperability Network |
|
|
Term
| Define Florida Interoperability Network. |
|
Definition
| Provides an internet pathway to enable communications between multiple agencies in the event of emergency situations. |
|
|
Term
| What does the acronym FCIC mean? |
|
Definition
| Florida Crime Information Center |
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|
Term
| FCIC was created in June 1970. What city is FCIC based? What agency manages/administrates FCIC? |
|
Definition
| Tallahassee - Florida Department of Law Enforcement (FDLE) |
|
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Term
|
Definition
| Collects, Maintains, and provides criminal justice information to local, state and federal agencies in a complete and accurate manner |
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Term
| FCIC is a multi-faceted system connecting city, county, state and federal agencies. Approximately how many agencies are connected? How many transactions are processed each month? |
|
Definition
| 1,300 agencies - 87 million |
|
|
Term
| The FCIC is the state of Florida’s central database for tracking crime related information. Review the list of information FCIC manages. Does FCIC track stolen credit cards? |
|
Definition
|
|
Term
| Does FCIC maintain a known or suspected terrorist file? |
|
Definition
|
|
Term
| What does the acronym DHSMV mean? |
|
Definition
| Department of Highway Safety and Motor Vehicle |
|
|
Term
| What does the acronym DOACS mean? |
|
Definition
| Department of Agriculture and Consumer Services |
|
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Term
|
Definition
| National Law Enforcement Telecommunications System |
|
|
Term
| Does FCIC maintain information on the National Insurance Crime Bureau? What is their acronym? |
|
Definition
|
|
Term
| What does the acronym NCIC mean? |
|
Definition
| National Crime Information Center |
|
|
Term
| NCIC was created by the FBI. What year was it created? What city and state is it in? |
|
Definition
| 1967 - Clarksburg, West Virginia |
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|
Term
| What is the primary information system on NCIC? |
|
Definition
| National Law Enforcement Telecommunications System |
|
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Term
|
Definition
| Computerized High Speed Message Switching system created for and dedicated to the criminal justice community. The purpose of NLETS is to provide for the interstate and/pr inter-agency exchange of criminal justice and related information |
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Term
| NCIC maintains information on stolen and recovered property as well as wanted and missing persons for all 50 United States plus? |
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Definition
| Canada, U.S. Virgin Islands, Puerto Rico, Guam, American Samoa, and Mariana Islands |
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Term
| NCIC also maintains certain files on behalf of the participants which include the following: |
|
Definition
| Securities, Unidentified persons, The United States Secret Service potective files, the Immigration Violator file, The Foreign Fugtive, The Gang File, The known or appropriately, suspected terroist (KST) File, and the federal supervised release file. |
|
|
Term
|
Definition
| The Americans with Disabilities Act |
|
|
Term
| What are the 2 acronyms for Telecommunications Device for the Deaf. |
|
Definition
|
|
Term
| Define the ADA and how it relates to 9-1-1 services. |
|
Definition
| It dictates that 911 services must be accessible to people with hearing and speech impediments. there must be direct access at each posistion through Telecommunications Device for the Deaf |
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Term
|
Definition
| Telecommunications Device for the Deaf - A device giving people the ability to type a conversation instead of speaking. |
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Term
| There are many ways to communicate with hearing and speech impaired callers, including but not limited to: |
|
Definition
| Abbrevations: GA (Go ahead) SK (Stop Keying) Q (Question) SKSK (End of Conversation) |
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|
Term
| When is the Florida Relay System used? What is their number? |
|
Definition
| Assist individuals with hearing and speech impediments in communications with those with TDD - 711 |
|
|
Term
| There are 3 types of service radios. What are they? |
|
Definition
1. Portable Radios
2. Mobile Radio
3. Base Station |
|
|
Term
|
Definition
| Hand-Held two way radios small enough for a responder to carry at all times. A trachaeable battery is usally the power source. They have limited transmitting power. Easily blocked or overpowered by a stronger signal |
|
|
Term
|
Definition
| More powerful that portable radios. Permanently mounted in vehicles and powered by the vehicle's electrical system |
|
|
Term
| Define base station radios. |
|
Definition
| {er,amemt;y ,pimted om tje station or remote transmiter site. More powerful than Portable of Mobile Radios. |
|
|
Term
| Which type of radio is more powerful? |
|
Definition
|
|
Term
| What does the acronym FIN mean? |
|
Definition
| Florida Interoperability Network |
|
|
Term
| 36. The Florida Interoperability Network is a statewide, voice over internet protocol. Can this system be used for daily operations as well as emergencies? |
|
Definition
|
|
Term
| Who operates the FIN system? |
|
Definition
| Dispatch centers who reside on the system by utilizing shared frequencies. |
|
|
Term
| Explain how 9-1-1 equipment works. |
|
Definition
| Allows communication centers to receive emergency calls utilizing the 911 network. This includes Automatic Location Identifier (ALI), Automatic Number Identifier (ANI), Mapping Systems, Recording Equipment, and Computer Aided Dispatch (CAD) |
|
|
Term
|
Definition
| Automatic Location Identifier |
|
|
Term
|
Definition
| Automatic Number Indentifier |
|
|
Term
|
Definition
|
|
Term
| Define Telematic technology. |
|
Definition
| Uses two way wireless communications between a vehicle and a processing center |
|
|
Term
| What types of information could you get from a Telematic call center? |
|
Definition
| Vehicle Crashes, Medical Emergencies, amd Stolen Vehicle Location Information |
|
|
Term
| To demonstrate good communication and interpersonal skills the telecommunicator should: |
|
Definition
1. Use Calm and Controlled voice on radio and telephone
2. Demonstrate internal and external customer service skills
3.Demonstate Multi-functional dexterity
4. Demonstrate the ability to recognize when information is not appropriate
5. Active Listening
6. Use proper enunciation and pronunciation
7.Demonstrate abilty to Give and Follow orders
8. Use Calming Techniques
9. Demonstrate Comprehension of diverse cultural needs
10. Demonstate decision-making skills
11. Explain difference beween a fact and inference |
|
|
Term
| To demonstrate proper internal and external customer service skills the telecommunicator should: |
|
Definition
1. Maintain a professional demeanor on and off the phone and radio
2. Be Courteous, patient, sincere and empathetic
3. Take time and pride in your work
4. Rember that PST's represent themselves, their agency, and profession
5. Use active listening skills in call taking or obtaining information |
|
|
Term
| Define Multi-functional dexterity and why is it important? |
|
Definition
| Multi-functional dexterity is the successful simultaneous performance of two or more tasks by one individual: Must be able to write, type, listen, and talk at the same time. Telecommunicators must maintain the ability to focus on multiple tasks even when faced with outside ditractions. |
|
|
Term
| The telecommunicator must be able to recognize when information is not appropriate; they can do this by: |
|
Definition
| 1. Obtain enough information to determine whether the information is appropriate and consistent, or is suspicious |
|
|
Term
|
Definition
| A way of listening and responding that shows interest in what the speaker is saying and ensures mutual understanding |
|
|
Term
| List some skills needed and task to practice to have good active listening skills: |
|
Definition
1. Dont Pass judgements or Jump to conclusions
2. Asking Questions and Listening to the answers.
3. Not interrupting; Allow caller to tell their story
4. Listening for changes in couice inflection and tone.
5.Avoiding becoming defensive and dealing with the situation, not personalities
6. Showing empathy for the caller's situation |
|
|
Term
| Define proper enunciation and pronunciation and skill needed to use them correctly: |
|
Definition
1.Use of inflection
2. Use plain language with the public and other languages
3. Make sure you do not give confusing voice commands
4. Never use Codes/Signals
5. Recognize the need to change your communication when needed
6. Speak with authority in a calm, clear voice, sounding confident and in control |
|
|
Term
| List the skills needed to demonstrate the ability to give and receive instructions properly? |
|
Definition
1. Giving Instructions
A. Provide a sequential step-by-step process
B. Keep instructions direct, concise and appropriate
C. Obtain feedback to ensure understanding
2. Following Instructions:
A. Actively listen to the instructions
B. Provide understanding through feedback
C. Accurately complete the task |
|
|
Term
| Receiving emergency calls in a 911 center requires the telecommunicator to know and practice specific calming skills, list those skills: |
|
Definition
1. Take control of the Call in a profession Manner.
2. Provide Reassurance with Statments "I can Help You"
3. Project confidence through tone of voice, knowledge base, and understanding
4. Provide clear direction
5. Remain Calm
6. Keep the caller focused and acknowledge their emotions
7. Use the Calle's or Responder's Name
8. Empower the caller by giving them something to do
9. Keep the caller and responder informed about what is going on and assure them when help is on the way |
|
|
Term
| What must the telecommunicator do to demonstrate their knowledge and comprehension of diverse cultural needs? |
|
Definition
1. Always keep an open mind while dealing with different cultures
2. Try to understand the differences in callers/officers and why they may react differently to certain situations.
4. Understand that diversity refers not only to race buy to culture, Geographical areas, religious beliefs, sexual-orientation and ecnomical status
5. Be respectful when communication with a diverse culture or anyone in general |
|
|
Term
| What skills and task will the telecommunicator do to demonstrate good decision-making skills? |
|
Definition
1. Anticipate problems
2. Use Logical and Sound judgement when making decsions about how to respond to a situation |
|
|
Term
| What are the differences between a fact and an inference? |
|
Definition
Fact: Something that actually exist and can be verified
Inference: The Process of deriving a conclusion not only based fact but also based on human perceptions and logic |
|
|
Term
| What are the “5 – W’s” (And one H) that need to be determined when gathering information on a call for dispatch? |
|
Definition
1. Where
2. What
3. When
4. Weapons
5. Who
6. How |
|
|
Term
| List pertinent information that should be gathered when preparing a call for dispatch. |
|
Definition
1. Relay most accurate and updated information about the call with clarity and brevity
2. Obtain, Prioitize and Relay facts
3. Provide in an efficent manner |
|
|
Term
| The Telecommunicator will be responsible for completing numerous files, logs and forms. List some reasons these need to be completed. List some rules or guidelines the telecommunicator should follow when working on these forms. |
|
Definition
Reasons:
1. Forms may be utklized for documentation purposes
2. Inaccurate or incomplete forms may result in responder saftey issues, civil lawsuits, and ineffective/inappropriate response
Rules:
1. Records must becompleted with detailed and corret remarks - necessay forms and updated information
2. All records must be through and accurate and free of spelling, punctuation, and grammatical erros
3. Documentation should be on chronological order and provide a timeline of events
4. use plain english
5. Document what the caller actually says - not opinions of about the conversation |
|
|
Term
| Complete this statement: “Document what the caller says ; |
|
Definition
| "Not opinions about the conversation" |
|
|
Term
| Telecommunicators should be familiar with all available resources they have access too. List some of those resources: |
|
Definition
Other Agencies:
State: FHP,FWC,DEP, DOH, DOF
Federal: FBI. Coast Guard, US Fish and wldlife, NOAA (National Oceanic and Atmospheric Administration)
Local: (PD, FS, SO, Utilities, Animal Services, Highway Department, Locksmiths, Wrecker Services, Taxi Companies
Community Resouces: 211/311, Suicide Hotline, Poisen Control, Red Cross
Others: Media, Coworkers
Tools: CAD, Intra/Internet, Maps, manuals, Reference books |
|
|
Term
| Define the difference between an emergency and a non emergency call. |
|
Definition
Emergency: One that requries an immediate response due to persons in imminent danger of loss of life or limb, or injuries beyond immediate first aid.
Non-Emergency: Incident does not require an immediate response and no imminent threat exists. It is a non-critical siuation that requires a public safety response (i.e. diabled vehicles, public assists, noise complaints, resource and ordinace violations |
|
|
Term
| How should incidents be prioritized? |
|
Definition
| In order of importance according to those that pose the greatest threat to life or property. The type of response assigned is a agency specific based on the nature of the incident |
|
|
Term
| List some situations that the telecommunicator should be aware of to help maintain responder safety: |
|
Definition
| Weapons, Mentally Ill or Intoxicated Subjects, Hazadous materials, combative patients, weather conditions, and vicious animals. |
|
|
Term
| When dispatching calls the telecommunicator should be accurate, use brevity and clarity. List the rules or task they should practice to achieve this: |
|
Definition
1. Document ALL pertinent information using the incident specific language based on the information provided
2. Quickly provide updates to responders
3. Limit communication to emergency traffic only
4. Delegte taks and noticications to co-workers during high activity or when handling a high priority incident
5. qucikly and accurately respond to all request
6. Maintain awarness of all resources and all aspects of the incident
7. Relat key icident information to telecommunicators at shift change,
8. Ensure the release of resouces when no longer needed and complete any post-dispatch follow-ups |
|
|
Term
| The telecommuicator must be able to dispatch emergency calls consistent and accurate while following agency standards. They must also be able to disseminate between emergency and non-emergency traffic during high call volume. List some things they must be able to demonstrate in order to achieve this. |
|
Definition
1. Eliminate unnecessary distractions such as personal conversations such as: Personal conversations in the communications center, TVs, non-essential communications, etc. furing high priority events
2. Concentrate on the situation at hand and anticipate the responders' needs
3. Place the radio channel or talk group on urgent of emergency radio traffic only
4. Announce an alternate radio channel or talk group for routine radio traffic that will be handled by another telecommunicator
5. Utilize checklist or standard operating procedures to ensure all required steps are followed
6. During down time re-familarize yourself on department polocies regarding specific incidents
7. Demonstrate an understanding of federal, state, and local laws for disseminating information. |
|
|
Term
| Define Freedom of Information Act: |
|
Definition
| All federal, state, local laws for dissemination public information evolve from Public Law 89.221 more commonly know as the Freedom of Information Act |
|
|
Term
| Define Health Insurance portability and Accountability Act (HIPPA): |
|
Definition
| Provides federal protections for personal health information held by covered entities but permits the disclosure of personal health information needed to patient care and other important purposes |
|
|
Term
| Define Florida Statute 119 |
|
Definition
| Governs dissimination of punlic information in Floida. Also known as the "Sunshine Law" |
|
|
Term
| Define Florida Statue 119.01 |
|
Definition
| All state, county, and municial records are open forpersonal inspection and copying by any person. Providing access to punlic records is a duty of each agency |
|
|
Term
| In reference to information laws, complete this sentence: Telecommunicators may be subject to |
|
Definition
| "...Severe penalties for violation of public information laws, including civil liability and criminal prosecution |
|
|
Term
| What are some rules to be followed or situations that may come up while the telecommunicator is processing requests for service from field units? |
|
Definition
1. Process requests from field units in a complete and consie manner that does not impede the progrss the incident handling
2. A situation can changed rapidly, impacting the number and type of resources needed to handle field unit request.
3. Have knowledge of the skills and capabilities of the unit handling the incident, be aware of resources availible at local or regional level, and public safety.
4. Delays in processing request could jeopardize public and responder safety. |
|
|
Term
| What is the importance of briefing on-coming telecommunicators? |
|
Definition
1. On-coming telecommunicators will have an understanding of what occurred of transpired throughout the day or shift.
2. On-coming telecommunicators will be informed in case additional information is needed for a particular call or incident |
|
|
Term
| What is the importance of knowing and informing co-workers and supervisors of incidents that may affect the operations of the center? |
|
Definition
1. Need to relay knowledge of what in transpiring in the center so that others are aware of what is happening and can assist or take appropriate action
2. Inforamtion that may need to be related included high priority incidents, news worthy events, public safety concers and anything that will impact how incidents are handled
3. Relay of information is important for responder and public safety
4. Supervisors may also have certain duties that need to be accomplished prior to obtaining more resources or assistance or to ensure relief period for telecommunicators during high stress areas
5. To ensure supervisors can take appropriate actions for public records and notifu superiors of events to prepare for news release |
|
|
Term
| How would geographical jurisdictions affect the operations of the center? |
|
Definition
1. Juisdiction - the area, persons and subject matter over which an entity may exercise control; the proper geographical location for interpreting and applying the law by power, right or authority
2. Jursidictions are primarily configuered as agency specific and canbe known as, but not limited to, city, county, zone, region , territory or state.
3. Jurisdiction helps decide whic hresources hand certain areas and situations
4. To know what agencies are around their jurisdiction in case mutual aid is needed
5. Know the bodies of water and bridges within jurisdiction
6. demonstrate the ability to use maps and other geographical resources
7. relate locations to the incident
8. Disptach the correct jurisdiction
9. Verify or correctly force incidents into the correct jurisdiction, zones, or boundries
10. Remember location of previous calls
11. Be aware of shortcuts and utilize them to safe time
12. Maintain a high level of orientation to jurisdictions, count,city, and other state areas |
|
|
Term
| What are the roles and responsibilities of the fire department responders? |
|
Definition
1. Dual response with EMS to calls or incidents where injury is present
2. Response to various types of incidnets, fron fighting fires to handling gas/fuel leaks |
|
|
Term
| Define the different types of emergency fire calls that a telecommunicator may receive. |
|
Definition
Fire:
1. Conveyence
2. Structure
3. Brush/Woods
4. Gas
5. Trash/Dumpster
Technical Rescue:
1.High Angle Rope Rescue
2. Confined space rescue
3. surface water/dive recovery
4. trench resue
5. Vehicle extrication
6. First responder medical assistance
7. bomb threats
8. Wires Down
9. Elevator rescue
10. Mutial Aid
11. Airport Response
12. Motor vehicle crash / extrication
13. Train Department |
|
|
Term
| What is the telecommunicators role in firefighter safety? |
|
Definition
1. Obtain, prioritize, and relay information to the responders
2. Determine any hazards, exposures, or anything that wouldi, impede the respons of the fire fighter responders or present a danger to them |
|
|
Term
| Hazardous materials come in 3 different forms. List those 3 forms and give examples of them. |
|
Definition
1. Hazardous Materiels
A. Explosives, Flammable, and Combustible Substances, poisens, and radio active materiels
2. Solids - Materials that burn in the presence of an ignition source.
A. Magnesium
B. Sulfur
C. Calcium Carbide
3. Liquids - Materials that burn in the presence of an ignition source
A.Gasoline
B. Disiel Fuel
C. Acetone
4. Gas
A. Chlorine
B. Acetylene
C. Hydrogen
D. Anhydrous Ammonia |
|
|
Term
| What are the differences between hazardous material emergencies and other emergencies? |
|
Definition
1. Different Apparatus Will Respond
2. Immediately attempt to identify the types of materials involved in an incident to determine possible respons
3. For HAZMAT a specialty unit will respond to assess and handle the situation |
|
|
Term
| Where are some locations in the community where hazardous materials may be stored, transported, used or disposed? |
|
Definition
1. Power Plants
2. Gas Stations
3. Water Treatment Plants
4. Airports
5. Ports
6. Train Stations
7. Industrial Complexes
8. Nuclear Plants
9. Hospitals
10. Janitorial closets
11. Personal Homes
12. Warehouses / Storage Units
13. Conveyances |
|
|
Term
| List some types of containers that hazardous materials could be found in. |
|
Definition
1. Tanker Trucks
2. Aerosol Cans
3. Barges / Cargo Ships
4. Barrels
5. Paint Cans
6. Plastic Containers
7. Incendiary Devices |
|
|
Term
| Explain the functions of CHEMTREC. |
|
Definition
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.
Information is used to aid responders in safe containment and
cleanup of hazardous materials. |
|
|
Term
|
Definition
DOT ERG – Department of Transportation Emergency Response
Guidebook (ERG) |
|
|
Term
| The DOT ERG was developed by: |
|
Definition
developed jointly by the US Department of Transportation,
Transport Canada, and the Secretariat of Communications
and Transportation of Mexico |
|
|
Term
| Who uses the DOT ERG and in what circumstances do they use it? |
|
Definition
for use by firefighters, police, and other emergency
services personnel who may be the first to arrive at the
scene of a transportation incident involving a hazardous
material |
|
|
Term
| 12. The DOT ERG is updated every 3 to 4 years. What is the purpose of the four-digit number system they have established? |
|
Definition
To identify materials
The ID number is placed on placards on
conveyances that transport hazardous materials. In addition to the placards, these ID numbers are used on shipping documents to identify the hazardous material. |
|
|
Term
| How do officers identify hazardous materials? |
|
Definition
The ID number is placed on placards on
conveyances that transport hazardous materials. In addition to the placards, these ID numbers are used on shipping documents to identify the hazardous material.
Officers can identify a material by finding the number on the orange panel on the container, placard, or shipping papers. |
|
|
Term
| What are the basic precautions that need to be taken to protect someone during a hazardous materials incident? |
|
Definition
1.Identify the material/hazard.
2.Establish a perimeter for an evacuation zone or safe zone.
3.Know the direction of the winds.
4.Isolate the area without entering it; keep people away from the
scene and ensure people are upwind and out of low-lying areas.
5.Avoid contact with the product.
6. Avoid secondary contamination resulting from contact with
persons who have not been properly decontaminated.
7. Know contamination areas.
8.Establish decontamination areas/tents.
9.Evacuate, if necessary.
10. |
|
|
Term
| What is the role of a telecommunicator during a hazardous material incident? |
|
Definition
(1) Follow the Emergency Response Guidebook (ERG) for that particular substance based on the placard number.
(2) Obtain as much information as possible to determine if it is
HAZMAT prior to arrival.
(3) Once units are on scene, they will notify telecommunicators to
give them the ability to contact necessary responders or HAZMAT
teams. |
|
|
Term
| What are the roles and responsibilities of emergency medical and fire department responders? |
|
Definition
(1) Care for and transport the sick and injured.
(2) Recognize hazards to people and property.
(3) Respond to fire, chemical, and medical emergencies.
(4) Minimize danger to people and property.
(5) Administer emergency medical care.
(6) Assess the nature and condition of the patient’s injuries. |
|
|
Term
| What are the various response modes to fire and medical calls? |
|
Definition
(1) Life threatening versus non-life threatening
(2) “Hot” – lights and siren response
(3) “Cold” – no lights or siren respons |
|
|
Term
| Define primary and secondary units. |
|
Definition
(1) Primary unit is the main unit assigned to a particular call.
(2) Secondary units are additional unit(s) assigned to the same call. |
|
|
Term
| Define Basic Life Support. |
|
Definition
a non-invasive level of emergency medical
care provided by emergency medical technicians and paramedics used to
treat patients with illness or injury. |
|
|
Term
| Define Advanced Life Support. |
|
Definition
|
|
Term
|
Definition
A certified healthcare provider who is trained to treat and
transport victims of emergencies. Emergency medical technicians
(EMT) provide basic life support to victims. Skills include
immobilization and splinting, bandaging, administering oxygen,
cardiopulmonary resuscitation, defibrillation, extrication, and basic
airway management. |
|
|
Term
|
Definition
a certified healthcare provider who is trained to treat
and transport victims of emergencies. Paramedics provide
advanced life support to victims. Skills include all of those of an
EMT as well as injections, intravenous infusions, needle
thoracostomy, cricothyroidotomy, intraosseus infusions and
advanced airway management. |
|
|
Term
| Define Advanced Life Support. |
|
Definition
emergency medical care that involves
invasive procedures, such as cardiac monitoring, administration of
intravenous (IV) fluids, and advanced airway adjuncts. This care will be
provided by paramedics. |
|
|
Term
| Define MCI and the roles and responsibility of a communications center during an MCI. |
|
Definition
Define a multi-casualty incident (MCI) as an incident where the number
and severity of casualties exceeds the capability of the responders’ initial
resources.
(1) Dispatch additional resources.
(2) Make notification and requests of other agencies, such as
hospitals, air transport units, law enforcement, etc.
(3) Coordinate the requests of other agencies. |
|
|
Term
|
Definition
Air Rescue Transport Unit (ATU) as a licensed aeronautical
conveyance used for the purpose of rapid patient transport. |
|
|
Term
|
Definition
the type of hospital that provides surgeons and
other medical personnel and equipment to provide care for
severely injured patients around the clock. |
|
|
Term
|
Definition
a method used by emergency medical
personnel to grade the severity of a traumatic injury and determine
the need for transport to a trauma center. |
|
|
Term
| List some reasons EMS calls may require police response. |
|
Definition
(a) any call where the safety of patients, responders or the
public may be in question.
(b) any call that involves a crime.
any call where patient life status is questionable and law
enforcement units have the capability (such as an
automated external defibrillator) and immediate
intervention is needed to save a life.
any call as defined by local policy.
any call where crowd/traffic control may be required. |
|
|
Term
| What are the roles and responsibilities of a law enforcement officer? |
|
Definition
(1) Provide safety to the public and protection of property.
(2) Stabilize situations.
(3) Investigate and document incidents and crimes.
(4) Keep the peace.
(5) Maintain a positive public image. |
|
|
Term
| What are some of the reasons a citizen would request police assistance? |
|
Definition
(1) for protection
(2) to report a crime
(3) to seek legal guidance
(4) for assistance |
|
|
Term
| Define Criminal Complaint. |
|
Definition
| Criminal complaints involve an offense against society and can be penalized by imprisonment. |
|
|
Term
|
Definition
Civil complaints involve disputes between private individuals or disputes involving contractual matters and are penalized by fines,
forfeitures, or some other non-criminal sanction. |
|
|
Term
| List the reasons why a telecommunicator should not give legal advice. |
|
Definition
(1) Legal advice can only be obtained from an attorney.
(2) Providing legal advice can attach liability to the telecommunicator and/or the employing agency.
(3) Give information, not advice. |
|
|
Term
| Define an “in-progress” event. |
|
Definition
| An in-progress call is an event that is currently taking place and requires an immediate response. |
|
|
Term
| Define a “just occurred” event. |
|
Definition
| A just occurred call is an event that occurred within a short period of time. |
|
|
Term
|
Definition
(also known as a delayed call) is an incident that has already occurred and is over.
***Note: Any call, whether in-progress, just occurred, or past, may
require an immediate response based on the nature of the call
and individual agency policy and procedure. **** |
|
|
Term
| What is the rule a telecommunicator should keep in mind when classifying an in-progress, just occurred or past event? |
|
Definition
***Note: Any call, whether in-progress, just occurred, or past, may
require an immediate response based on the nature of the call
and individual agency policy and procedure. **** |
|
|
Term
|
Definition
An active shooter is an armed person who has used deadly physical force on other persons and continues to do
so while having unrestricted access to additional victims. |
|
|
Term
| List and describe each phase of an active shooter. |
|
Definition
(1) fantasy phase - perpetrator dreams of carrying out
(2) planning phase - perpetrator researches and determines logistics and planning
(3) preparation phase – perpetrator gathers equipment needed to carry out event
(4) approach phase - the suspect has made plans and has committed to carrying out the act. Suspect is moving toward the intended target and will most likely be carrying the tools that are needed to complete the incident.
(5) implementation phase - this is the actual incident occurring. |
|
|
Term
|
Definition
| A hostage is an individual being held against their will. |
|
|
Term
| List and explain the phases of a hostage situation. |
|
Definition
1. initial phase - the phase when individuals are taken hostage
(2) negotiation phase – demands have been received and negotiations are in progress between the suspect (s) and law enforcement |
|
|
Term
| Define Barricaded Subjects |
|
Definition
| (a) a subject that has blocked himself in an area that is not accessible |
|
|
Term
| List and Explain the phases of a Barricaded Subject situation. |
|
Definition
(1) observation phase - information about subject is obtained
(2) containment phase - officers are on scene and securing the surrounding area
(3) termination phase - the final phase which could end
in arrest, recovery, or fatality of the subject. |
|
|
Term
|
Definition
| Suicide is the act of taking one’s own life. |
|
|
Term
| Explain the role of the telecommunicator in handling suicidal calls. |
|
Definition
(1) determine location of caller.
(2) open discussion with caller regarding suicide
(a) ask, “Are you suicidal?”; “Are you planning to hurt yourself?”
3) determine if there are means to commit suicide; are there weapons of any kind.
(4) obtain as much information as possible about the caller.
(5) determine if anyone else is present.
(6) follow agency policy and procedure for handling suicidal callers. |
|
|
Term
| Should a telecommunicator ask a caller if they are suicidal? |
|
Definition
|
|
Term
| There are many interview questions to ask during a crisis call (or any call). What is the most important question? |
|
Definition
|
|
Term
| Officer safety is key for both primary and secondary units. List issues that need to be considered for ‘officer safety’. |
|
Definition
(1) scene hazards
(2) weapons
(3) number of people involved
(4) description of subjects
(5) nature of the incident
(6) nature of the threat (mental health issues, history of violence, hazardous materials, homeland security issues, universal precautions) |
|
|
Term
| The telecommunicator fills many roles during a crisis call incident. List the roles. |
|
Definition
(1) Rapidly gather and disseminate information.
(2) Maintain composure and control of incident.
(3) Assess the safety of the scene.
(4) Determine if weapons are involved.
(5) Determine if there are any mental health issues
(6) Make appropriate notifications
(7) Monitor situation throughout.
(8) Constantly update responders with pertinent information.
(9) Maintain communication with callers, if possible. |
|
|
Term
| Explain the roles a telecommunicator fills as related to officer safety. |
|
Definition
(1) Identify and communicate any hazards or threats to the officer’s safety.
(2) Monitor the officer’s status and be vigilant to the situations that may arise.
(3) Continue to update officers after the call has been dispatched with all relevant information. |
|
|
Term
|
Definition
| The AMBER Alert™ Program is a voluntary partnership between law enforcement agencies,broadcasters, transportation agencies, and the wireless industry, to activate an urgent bulletin in the most serious child- abduction cases. |
|
|
Term
| When was the AMBER Alert Plan created and why? |
|
Definition
| The Florida Amber Alert Plan was established August 30, 2000. The “Amber Plan” was created in memory of Amber Hagerman, a 9 year old girl who was abducted and brutally murdered in 1996. |
|
|
Term
| Who developed the plan so that child abductions could be broadcasted to the general public. |
|
Definition
| The Florida Department of Law Enforcement, along with the Department of Community Affairs and the Florida Association of Broadcasters, Inc., developed this plan so that child abductions could be broadcasted to the general public. |
|
|
Term
| List the criteria needed for an AMBER Alert. |
|
Definition
(1) the child must be under 18 years of age.
(2) there must be a clear indication of an abduction.
(3) the law enforcement agency’s investigation must conclude that the child’s life is in danger.there must be a detailed description of the child and/or abductor/vehicle to broadcast to the public (a photo of the child should be provided as soon as possible, when available).
the activation must be recommended by the local law enforcement agency of jurisdiction. |
|
|
Term
|
Definition
| Silver Alerts provide a standardized system to aid local law enforcement in the rescue of an elderly person with a cognitive impairment who is lost or missing. |
|
|
Term
| Gov Charlie Crist signed the executive order making the Florida Silver Alert effective on what date? |
|
Definition
|
|
Term
| Why was the Silver Alert plan implemented? |
|
Definition
| The Silver Alert Plan was implemented because Florida’s elderly population is growing and the state is committed to putting in place tools and technologies to ensure their safety and protection. |
|
|
Term
| Criteria for a Silver Alert includes that the person be 60 years old or older. Could a person between the age of 18 to 59 also be included? If so, why? |
|
Definition
| Yes - under extraordinary circumstances, when a person age 18 to 59 has irreversible deterioration of intellectual faculties and law enforcement has determined the missing person lacks the capacity to consent, and that the use of dynamic message signs may be the only possible way to rescue the missing person. |
|
|
Term
| If a vehicle is involved in a Silver Alert, what criteria must be met before broadcasting the information on the Florida Department of Transportation’s dynamic message signs? |
|
Definition
(3) if a vehicle is involved and the statewide messaging system is requested, there must be a description of the vehicle and a tag number to display on the Florida Department of Transportation’s dynamic message signs, and
(a) the local law enforcement agency must verify vehicle and tag information
(b) the law enforcement agency must have entered the missing person into the FCIC and issued a statewide BOLO (be on the lookout) to other law enforcement/911 centers. |
|
|
Term
|
Definition
contains a subject and/or
vehicle description of persons that may pose a serious threat to
the public after an officer has been seriously injured or killed by an
offender. |
|
|
Term
| Who was the Governor who signed the executive order establishing the LEO Alert? What date was it signed? |
|
Definition
| May 5th, 2008 Florida Governor Charlie Crist |
|
|
Term
| Why was the LEO Alert Plan established? |
|
Definition
| This plan was established in response to the increasing number of law enforcement officers in the state who were killed or injured in the line of duty. In some of these cases the offender(s) used vehicles to flee and attempt escape. |
|
|
Term
| Other than the Florida Department of Transportation’s dynamic message signs, what other medium is used to broadcast AMBER Alerts, Silver Alerts and LEO Alerts? |
|
Definition
(4) All alerts are displayed on lottery machines and on Dept. of
Transportation dynamic message signs. |
|
|
Term
|
Definition
| Stress is defined as physical, mental or emotional factors that cause bodily or mental tension. |
|
|
Term
|
Definition
| Eustress is defined as any stress associated with pleasant experiences or positive emotions. |
|
|
Term
|
Definition
| Distress is defined as any stress reaction resulting from unpleasant or harmful events or consequences |
|
|
Term
|
Definition
| A stressor is defined as any factor with the potential to produce stress. |
|
|
Term
| There are 12 stressors unique to the position of a telecommunicator. List the 12 and give an example for each that might cause that stress. |
|
Definition
(1) multi-tasking
(2) life or death situations
(3) being restricted to verbal communication only
(4) urgency
(5) scheduling demands
(6) shift rotations
(7) understaffing
(8) scrutiny
(9) responder safety
(10) caller safety
(11) sedentary work environment
(12) subject to various sensory perceptions (Lights, sounds, temperature) |
|
|
Term
| Mental and physical stress is frequent in the position of telecommunicator. List some examples of those stressors, and then list the 10 steps you can take to help manage or prevent those stressors. |
|
Definition
(1) Take regular breaks.
(2) Establish proper eating habits.
(3) Practice self-recognition of stress.
a) Recognize mental and physical stress symptoms.
(1) mental stress
(a) lack of work ethic
(b) low morale
(c) difficulty concentrating and remaining focused
(d) the effect of long-term mental stress is known as “burnout”
(e) lack of drive
physical stress:
(a) soreness in one’s joints
(b) indigestion/heartburn
(c) headaches
(d) change in weight
(e) insomnia
(f) chronic fatigue
(4) Maintain a good support system.
(5) Exercise - outside and at desk.
(6) Get adequate sleep
(7) Don’t take it personally.
8) Let go of control when needed.
(9) Realize that closure will not always be possible.
(10) Seek assistance from your agency’s Employee Assistance Program, if needed. |
|
|
Term
| Define CISM – Critical Incident Stress Management : |
|
Definition
| A structured process for managing the stress involved in a critical incident that may include group or individual debriefing where participants share experiences and emotions and are provided referrals if additional help is required. |
|
|
Term
| List several ways you can manage stress during an “in-progress” event. |
|
Definition
(1) Remain focused on the incident.
(2) Do not hesitate to ask for assistance, if needed.
(3) Follow established protocols.
(4) Avoid personalizing the situation.
(5) Change your position (stand up)
(6) Take a deep breath. |
|
|
Term
| Public Safety Telecommunicators should not engage in conduct that discredits the profession. List items you believe would discredit the profession. Then give an example of how they would be harmful to the agency served by the telecommunicator. |
|
Definition
(1) As a public servant, a public safety telecommunicator is held to a higher standard.
(2) Members will conduct themselves on and off-duty in such a manner that their actions and behavior reflect favorably on the profession.
(3) Members will not engage in conduct which discredits the
profession or its members, or which impairs the operations of the agency. Behaviors that might discredit the profession, the agency, or its members could include:
(a) negative attitude and demeanor
(b) gossiping
(c) making derogatory statements about any agency or it’s members
(d) inappropriate behavior
(1) insubordination
(2) misuse of equipment |
|
|
Term
| Define the Chain of Command. |
|
Definition
| The chain of command is that connection or linkage of authority and responsibility that joins one level of an organization to another. |
|
|
Term
| What are some of the reasons the telecommunicator should adhere to proper dress code and good personal hygiene. |
|
Definition
(1) Importance to adhering to the dress code
(a) displays a positive public image
(b) shows professionalism
(c) establishes uniformity
(2) Importance of personal hygiene
(a) health and well being
(b) cleanliness
(c) reduction/healing of personal illness
(d) social acceptance
(e) prevention of spreading illnesses |
|
|
Term
| The position of telecommunicator is a 24 hour a day 365 day a year job. What impact would frequent absences and bad attendance have on a communications center? |
|
Definition
(a) increases costs due to overtime
(b) puts additional workload on others
(c) lowers morale
(d) adversely affects staffing
(e) adversely affects standard of care provided to the public |
|
|
Term
| In addition to enforcing immigration laws some duties of the U.S. Department of Homeland Security are: |
|
Definition
(a) guarding against terrorism.
(b) securing our borders.
(c) enforcing our immigration laws.
(d) improving our readiness for, response to and recovery
(e) maturing and unifying the Department.
(f) securing the nation from threats from aviation to border security to emergency response and to keep America safe |
|
|
Term
| The American Heritage Dictionary defines terrorism as: |
|
Definition
the unlawful use or threatened use of force or violence by a person or an organized group against people or property with the intention of
intimidating or coercing societies or governments, often for ideological or political reasons. |
|
|
Term
| Name the 8 different types of terrorism covered in the guide and give the definition of each. |
|
Definition
1. international terrorism - is terrorism practiced in a foreign country by terrorists who are not native to that country.
2. domestic terrorism as terrorism
practiced in one’s own country against one’s own people.
3.State Terrorism: states that use force or the threat of force without declaring war to terrorize citizens and achieve a political goal (ex., Hitler).
4.Bio-terrorism: intentional release of toxic biological agents to harm and terrorize citizens in the name of a political or other cause (Anthrax, botulism, plague, smallpox).
5.Cyber Terrorism: using informational technology to attack civilians and draw attention to their cause (hacking).
6.Eco Terrorism: violence in the interest of environmentalism (Earth Liberation Front, Greenpeace, Sea Shepherd Conservation Society, Whales PETA).
7. Nuclear Terrorism: using nuclear materials as a terrorist tactic (attacking nuclear facilities, purchasing or building nuclear weapons, dispersing radioactive materials).
8.Narco-terrorism: Use of drug trafficking to fund their operations. |
|
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Term
| The definition of Syndromic Surveillance is: |
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Definition
Surveillance using health related data that precedes diagnosis and signals a significant probability of a case or an outbreak to warrant further public health response; is utilized to target
investigation of potential cases and for detecting outbreaks associated with bioterrorism (such as H1N1 flu) |
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Term
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Definition
| Biological, Nuclear/Radiological, Incendiary,Chemical, and Explosive Agents |
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Term
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Definition
A political theory holding all forms of governmental authority to be unnecessary and undesirable and advocating a society based on
voluntary cooperation and free association of individuals and groups. |
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Term
| Describe the differences between Anti-terrorism and Counter-terrorism. |
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Definition
Anti-terrorism - Defensive measures used to reduce the vulnerability of individuals and property to terrorist acts, to include limited response and
containment by local military forces.
(6) Counter-terrorism - Offensive measures taken to prevent, deter, and respond to terrorism. |
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Term
| Describe the damage that can be caused by a Dirty Bomb. |
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Definition
A dirty bomb, or Radiological Dispersal Device (RDD), uses conventional explosive to disperse radioactive material like that used in the medical arena over a given area. Though a dirty bomb may not cause immediate physical damage, the spread of radioactive material can render an area uninhabitable and cause
cancers and other illness to those that are exposed. |
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Term
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Definition
| Any organism (usually living) capable of producing serious disease or death, such as bacteria, fungi, and viruses. |
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Term
| BNICE – is defined as Biological, Nuclear/Radiological, Incendiary, Chemical, and Explosive Agents. The guide list 10 definitions or sub-definitions in the BNICE category. List those Agents and define them. |
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Definition
(a) biological agent - a microorganism that causes disease in personnel, plants, or animals or causes the deterioration of materiel.
(b) biological weapon - an item of materiel, which projects, disperses, or disseminates a biological agent including arthropod vectors. chemical weapon - together or separately,
(1) a toxic chemical and its precursors, except when intended for a purpose not prohibited under the Chemical Weapons Convention;
(2) ammunition or device, specifically designed to cause death or other harm through toxic properties of those chemicals specified in (1), above, which would be released as a result of the employment of such ammunition or device;
(3) any equipment specifically designed for use directly in connection with the employment of munitions or devices specified in (2), above.
(d) chemical agent – a chemical substance that is intended for use in military operations kill,seriously injure, or incapacitate people through its physiological effects. Excluded from consideration are riot control agents, and smoke and flame materials. The agent may appear as a vapor, aerosol, or liquid; it can be either a casualty/toxic agent or an incapacitating agent.
(e) nuclear weapon - a complete assembly (i.e., implosion type, gun type, or thermonuclear type), in its intended ultimate configuration which, upon completion of the prescribed arming, fusing, and firing sequence, is capable of producing the intended nuclear reaction and release of energy.
(f) Improvised Explosive Device (IED) - devices that have been fabricated in an improvised manner and that incorporate explosives or destructive, lethal, noxious, pyrotechnic, or incendiary chemicals in their design.
(g) Radiological Dispersal Device (RDD) - a device (weapon or equipment), other than a nuclear explosive device, designed to disseminate radioactive material in order to cause destruction, damage, or injury by means of the radiation produced by the decay of such material. |
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Term
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Definition
A nerve agent is a substance that interferes with the central nervous system. Exposure is primarily through contact with the liquid (skin and eyes) and secondarily through inhalation of the
vapor. Three distinct symptoms associated with nerve agents are:
pin-point pupils, an extreme headache, and severe tightness in the chest. |
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Term
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Definition
The calculated use of violence or threat of violence to inculcate
fear; intended to coerce or to intimidate governments or societies
in the pursuit of goals that are generally political, religious, or
ideological. |
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Term
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Definition
WMD -Weapons that are capable of a high order of destruction and/or of
being used in such a manner as to destroy large numbers of people. Weapons of mass destruction can be high explosives or nuclear, biological, chemical, and radiological weapons, but exclude the means of transporting or propelling the weapon where such means is a separable and divisible part of the weapon. |
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Term
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Definition
National Incident Management System
NIMS provides a systematic, proactive approach to guide departments and agencies at all levels of government,nongovernmental organizations, and the private sector to work seamlessly to prevent, protect against, respond to, recover from,and mitigate the effects of incidents, regardless of cause, size, location, or complexity, in order to reduce the loss of life and property and harm to the environment. |
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Term
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Definition
National Response Framework
NIMS provides the template for the management of incidents, while the NRF provides the structure and mechanisms for national-level policy for incident management.” (Excerpt: IS-700.A NIMS course from NIMS site). |
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Term
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Definition
Federal Emergency Management Agency\
(1) “FEMA’s mission is to support our 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 all hazards.” (from FEMA.gov)
(2) FEMA provides funding for:
(a) housing
(b) medical assistance
(c) funerals
(d) fuels (heat source)
(e) items for clean-up
(f) vehicle repair
(g) moving/storage
(3) FEMA provides services for:
(a) crisis counseling
(b) unemployment
(c) legal services
(d) special tax considerations |
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Term
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Definition
North American Aerospace Defense Command
(1) The mission of NORAD is to conduct persistent aerospace warning, aerospace control and maritime warning and the defense of North America. Its objectives are to detect, deter and defend against aerospace threats to North America and to provide timely and accurate maritime warning of threats to and attacks against North America. It strives to be a model for an international cooperation in defense planning, execution, training, information management and technological innovation. (This mission was retrieved from http://www.norad.mil/about/vision.html) |
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Term
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Definition
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Term
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Definition
Florida’s State Emergency Response Team
The SERT operates under the direction and control of the Governor. The Governor delegates authority to the State Coordinating Officer (SCO). |
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Term
| Define DEM – and the Florida Statute that governs it. |
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Definition
Florida Division of Emergency Management
(a) Florida Statute 252.35 gives DEM the responsibility of maintaining a statewide emergency management program. |
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Term
| Define in detail the responsibilities of Emergency Management on the local and state levels. |
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Definition
(1) Emergency Management ensures that Florida is prepared to respond to emergencies, recover from them, and mitigate against their impacts. Bureaus include Preparedness, Response, Recovery and Mitigation (MyFlorida.com Emergency Management). All 67 counties of Florida have an Emergency Management director responsible for all emergency preparedness activities and disasters within their county.
(2) Plan, organize and direct the activities and operations of emergency services regarding natural or manmade disasters.
(3) Direct the preparation and assist in the implementation of natural disaster and survival plans for man-made and natural disasters.
(4) Coordinate and assist in the development and administration of the Comprehensive Emergency Management Plan (CEMP).
(5) Direct local government, emergency agencies and other units in relation to the Comprehensive Emergency Operations Plan.
(6) Direct overall field operations in a jurisdictional emergency.
(7) Develop, administer and/or evaluate all agencies of local government in training on emergency preparedness. (taken from yflorida.com/Emergency Management) |
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Term
| The Florida Division of Emergency Managements coordinating partners are: |
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Definition
(1) Other state agencies
(2) Federal government
(3) County governments
(4) Municipal governments
(5) Tribal governments
(6) School boards
(7) Non-governmental organizations
(8) Private agencies with emergency management roles |
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Term
| All 67 counties in the state of Florida must have Emergency Management Departments – List the statue that governs them and all of their responsibilities. |
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Definition
| Florida Statute 252.38 gives counties the responsibility of maintaining emergency management programs at the county level. |
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Term
| Each agency is responsible for having a Disaster Preparedness Plan. Those plans should include: |
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Definition
(1) Agency preparedness
a) building security
(b) power
(c) water
(d) food
(e) personnel coverage
(f) modified shifts
(g) Incident Command System (ICS) implementation
(h) guidelines to respond to various disasters (check your local tandard Operating Procedures) |
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Term
| As an employee of the Center you must have a personal preparedness plan that includes: |
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Definition
(2) Personal preparedness
(a) family preparedness plan
(b) overnight bag
(c) vehicle maintenance
(d) home maintenance
(e) cash
(f) food supplies
(g) emergency contact information |
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Term
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Definition
Emergency Operations Plans
The comprehensive Emergency Operation Plan is the framework through which the state handles emergencies and disasters. It defines responsibilities of the government, private, volunteer and non-governmental organizations that comprise the state emergency response team. The EOP provides procedures for emergency notifications, Emergency Operations Center activations, organization and responsibilities in line with the ICS structure and transitions to recovery operations.” (Source: FL Department of Emergency Management (DEM) website.) |
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Term
| Name some of the roles of an Emergency Operations Center. |
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Definition
(1) The Emergency Operations Center is a centralized location for representatives of all emergency support functions (ESF) that respond to major emergency incidents to provide support and coordination of resources during disaster activation. (For a listing
of Florida’s 18 ESFs, see Appendix 1.) |
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Term
| State EOC and County EOC coordinate responses in their on their particular levels. There are 3 levels of activations in both jurisdictions. List them below. |
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Definition
(a) Level 1 = Full Activation
(b) Level 2 = Partial Activation
(c) Level 3 = Monitoring |
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Term
| Briefly define the importance of mutual and automatic aid agreements. |
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Definition
(1) Mutual aid agreements and memoranda of understanding are
essential components of emergency management planning, response and recovery operations. These agreements provide reciprocal emergency aid and assistance during an emergency or
disaster. They can increase available resources and improve response and recovery efforts.
*The Statewide Mutual Aid Agreement encourages the requesting
county or political sub-division to submit a written request for
mutual aid through the Division of Emergency Management.
(2) Intra-State Mutual Aid: The State of Florida maintains a Statewide
Mutual Aid Agreement (SMAA) that allows entities to both request as well as provide personnel, equipment, vehicles, aircraft, and resources to each other during emergencies. Mutual
aid occurs each day under this agreement such as fire and law
enforcement departments sharing resources during local
emergencies.
(3) Inter-State Mutual Aid: In accordance with Chapter 252, Part III,
Florida Statutes, Florida has also adopted the Emergency Management Assistance Compact (EMAC) and Memoranda of Understanding with other States and private organizations. These
agreements provide mechanisms to share resources between each other during major disasters. |
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Term
| The telecommunicator has 15 roles during a disaster. List and define those that may directly affect the home life of them and their families. |
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Definition
(1) Mission critical – The telecommunicator is the first responder to any event.
(2) On-call status – Telecommunicators must maintain contact with their center pertaining to their status and contact numbers.
(3) Modified schedules – During disasters all personnel may be required to work alternate schedules to maintain adequate staffing.
(4) Mutual aid – Assisting other agencies when they’ve depleted their resources or to provide other assistance as needed.
(5) Evacuation plans – Knowledge of evacuation routes as well as evacuation plans for your immediate communications center.
(6) Shelters – Knowledge of locations of local shelters and their available services.
(7) Locations of resources – Resources as needed from various agencies such as road department, utilities, public works, etc.
(8) Increased calls for service – Higher volume of calls will be received during an emergency situation.
(9) Recovery – Be familiar with recovery groups (e.g. Special Response Teams).
(10) Media relations – Know who your public information officers are.
(11) Backup equipment – Be familiar with backup equipment (e.g. radios, generators, telephone system, flashlights, manual record keeping).
(12) Prioritizing calls and handling non-response calls – be familiar with those calls requiring immediate response and how to respond to them during and after the event.
(13) Heightened stress – Expect higher stress levels and be aware of how to cope with the stress on your own individual level.
(14) Personal preparation - sleeping accommodations, food and water, overnight bags, family plans, animals, transportation, mental and physical preparation, medications, emergency contact information, details to residence by landmarks
(15) Reportable Incidents |
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Term
| Certain disaster situations may require interview questions other than those normally used in the centers call handling guides. List some of those situations and the questions that might be asked. |
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Definition
(1) Hazardous Weather (Tornado, Severe Storm)
(a) location
(b) caller’s name and callback information
(c) type of hazardous weather
(d) injuries
(e) power lines down
(f) HazMats associated
(g) property damage
(h) anyone trapped
(2) Aviation Disaster (e.g. Plane Crash):
(a) attempt to get location information using geographical features
(b) caller’s name and callback information
(c) type of aircraft/glider
(d) tail number
(e) actions of plane doing before the crash (sputtering, on fire, spinning)
(f) number of known injuries
(g) accessibility by ground
(h) equipment needed to access site
(i) notification of FAA
(j) special equipment or vehicles needed for access to the site
(3) Terrorism
(a) location
(b) when will this occur/has this occurred
(c) caller’s name and callback information
(d) what type
(e) intended target
(f) suspect information
(g) iInjuries or fatalities
(h) wind direction
(4) Terrorism Involving a Plane
(a) nature of the onboard emergency
(b) name of the airline carrier
(c) flight number
(d) departure and destination locations
(e) current location of the plane
(f) caller’s name
(g) location in plane (seat number)
(h) is call from wireless phone or onboard phone
(i) if wireless, cell phone number and cell phone carrier
(j) This information should be relayed immediately to the FAA |
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Term
| Explain the history of TERT, along with its roles, responsibilities and the training needed to be part of a TERT team. |
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Definition
(1) Public safety telecommunicators have faced numerous natural and man-made disasters. Several lessons were learned as a result of these incidents. The most challenging was maintaining adequate staffing levels due to increases in call and
response volumes and telecommunicators personally affected by the disaster. TERT was established as a joint initiative of the Association of Public Safety Communications Officials (APCO) and the National Emergency Numbering Association (NENA) to
have specially trained telecommunicators respond to agencies in need of additional personnel to handle the extra duties and staff during a critical incident.
(a) Currently not all states participate in the TERT program but they can request assistance from other states.
(2) Roles and responsibilities of the TERT Team:
(a) provide mission critical assistance for call-taking and dispatch functions during and after a disaster incident.
(3) Training of the TERT Team:
a) specialized training in interpersonal skills, mental and physical preparation, security and personal safety, flexibility in work schedules, equipment, lodging, etc.
(b) ICS training
(c) preparation and packing for deployment
(4) Response of TERT Team:
(a) Requests for TERT are forwarded to the State EOC by the local Emergency Management Director.
(b) The state TERT coordinator is responsible for coordinating the team to respond to the requesting agency.
(c) Teams must have proper authorization and documents in order to respond.
(d) Duration of response ranges from five days to two weeks depending on area and severity of the incident. |
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Term
| Define ESD - List all 18 posistions |
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Definition
Emergency Support Function
Florida has 18 Emergency Support Functions (ESFs), grouped by function rather than
agency. Each ESF is headed by a primary state agency and supported by additional
state agencies.
(a) ESF 1: Transportation
(1) aviation/airspace management and control
(2) transportation safety
(3) restoration/recovery of transportation infrastructure
(4) movement restrictions
(5) damage and impact assessment
(b) ESF 2: Communications
(1) coordination with telecommunications and information technology industries
(2) restoration and repair of telecommunications infrastructure
(3) protection, restoration, and sustainment of national cyber and
information technology resources
(4) oversight of communications within the federal incident management and response structures
(c) ESF 3: Public Works and Engineering
(1) infrastructure protection and emergency repair
(2) infrastructure restoration
(3) engineering services and construction management
(4) emergency contracting support for life-saving and life-sustaining services
(d) ESF 4: Firefighting
(1) coordination of federal firefighting activities
(2) support to wild land, rural, and urban firefighting operations
(e) ESF 5: Plans
(1) coordination of incident management and response efforts
(2) issuance of mission assignments
(3) resource and human capital
(4) incident action planning
(5) financial management
(f) ESF 6: Mass Care and Human Services
(1) mass care emergency assistance
(2) disaster housing
(3) human services
(g) ESF 7: Logistics, Management and Resource Support
(1) comprehensive, national incident logistics planning, management, and sustainment capability
(2) resource support (facility space, office equipment and supplies, contracting services, etc.)
(h) ESF 8: Public Health and Medical Services
(1) public health
(2) medical
(3) mental health services
(4) mass fatality management
(i) ESF 9: Search and Rescue
(1) life-saving assistance
(2) search and rescue operations
(j) ESF 10: Oil and HazMat Response
(1) oil and hazardous materials (chemical, biological, radiological, etc.) response
(2) environmental short- and long-term cleanup
(k) ESF 11: Agriculture and Natural Resources
(1) nutrition assistance
(2) animal and plant disease and pest response
(3) food safety and security
(4) natural and cultural resources and historic properties protection
and restoration
(5) safety and well-being of household pets
(l) ESF 12: Energy
(1) energy infrastructure assessment, repair, and restoration
(2) energy industry utilities coordination
(3) energy forecast
(m) ESF 13: Public Safety and Security
(1) facility and resource security
(2) security planning and technical resource assistance
(3) public safety and security support
(4) support to access, traffic, and crowd control
(n) ESF 14: Long Term Community Recovery
(1) social and economic community impact assessment
(2) long-term community recovery assistance to states, local governments, and the private sector
(3) analysis and review of mitigation program implementation
(o) ESF 15: Volunteers and Donations
(1) provide a central point for the coordination of information and
activities of voluntary agencies responding in times of disaster and
the effective utilization of donated cash, goods, and services
(p) ESF16: Law Enforcement
(1) provide law enforcement coordination and support services in
support of emergency events
(q) ESF 17: Animal and Agricultural Issues
(1) coordinate the state’s response for animal and agricultural issues in case of an emergency or disaster situation.
(r) ESF 18: Business, Industry and Economic Stabilization
(1) coordinate local, state and federal agency actions that will provide
immediate and short-term assistance for the needs of business,
industry and economic stabilization. |
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