Continuing Dispatch Education For Allegany County Emergency Service Dispatchers
November 2008 - Department of Environmental Conservation presentation For this month's continuing education, we were able to have representatives from the DEC available at a recent meeting. For those dispatchers not able to attend, follow directions in your county email to view the video. Questions relating to the presentation and the difference between Forest Rangers and En Con officers can be found here. -------------------------------------------------------------------------------------------------------------------------------------------- October 2008 CDE - Police Priority Dispatch vocabulary This month's continuing education assignment is made up of two parts: a 20 item crossword puzzle and some short answer questions. Use the protocol cards to find the definitions and answer the questions. Click here to download the crossword puzzle and over here to download the other questions. ----------------------------------------------------------------------------------------------------------------------------------------------- September 2008 CDE - Emergency Medical Dispatch - Update to Version 12 Priority Dispatch has recently released a full version update for their Medical Priority Dispatch System protocols. The changes and features in the new version will increase the effectiveness and efficiency of call processing. Click here to download the worksheet. Follow the link from any dispatch computer to run the slide show. ------------------------------------------------------------------------------------------------------------------------------------------------ August 2008 CDE - "Understanding Protocol Compliance" Run the disk from the 911 server. Forward your test results to 911 or CDE coordinator. ------------------------------------------------------------------------------------------------------------------------------------------------------- July 2008 CDE - “Are you completely alert?” Read the article titled “Are You Completely Alert?” in the May/June 2008 issue of The Journal of Emergency Dispatch (pages 13 - 16). Answer questions 1 - 10 from page 17. For questions 26 - 29 state the most appropriate protocol, the full address or nearby address (if the actual address is not known) including the town that the call is in and the agency/agencies that you would dispatch (three parts for each question). 26. You received a call from 9630 County Road 15. The caller stated that her husband came in the door, collapsed and is now unconscious but she thinks he is breathing. 27. A caller called in at 19:45 and stated that her son fell off the roof. She is visiting friends and does not know the address but does know that she is precisely 1/2 mile west of the Centerville Fire Hall. 28. You received a call from 607-478-8097 with no screen info at 14:00. Caller stated that his mother is feeling faint. 29. A cell phone caller called in at 2126. She stated that she was driving down the road, started feeling dizzy and has now pulled over. For some reason, Orion did not plot the call but you have her coordinates as 42.200825, - 78.108611. For this month’s narrative (question 30), read any other article in this issue that is of interest to you. Summarize the article and write three questions, including the correct answer, about it. -------------------------------------------------------------------------------------------------------------------------------------------------------- June 2008 - Using All Your Skills click here to download the word document For questions 1 – 5 state whether or not this is a valid address. If it is a valid address, state what town it is in. 1. 3535 County Road 21 2. 6936 Short Tract Rd 3. 2214 I 86 4. 100 State Route 417 5. 9000 County Road 3 Answer questions 6 – 15 based on the following scenario. You have received a report of a two car motor vehicle accident with ejection near 5950 White Creek Rd. 6. What would the Priority Dispatch code be? 7. What town is this call in? 8. What is the nearest cross road? 9. How far is this accident from the nearest intersection? 10. What ambulance district is this in? 11. What fire department(s) should be toned? 12. What other agencies or units would also be dispatched automatically? 13. What police agency would respond? If relevant, from what post? 14. What is the elevation of this location? 15. What is the approximate latitude and longitude of this location? 16. You received a 911 call that needs a response from Cattaraugus County. List the steps to transfer this call. 17. A caller states that she has a Cuba mailing address. Does this mean that the caller lives in the town of Cuba and would therefore be covered by Cuba Police, Fire and Ambulance? 18. A caller states that he has an Arkport mailing address. Does this mean that he lives out of county and needs to be transferred? For Questions 19 – 22 refer to the 911 server and the on line Policies and Procedures. 19. You just received a flood advisory via the NYSPIN computer. Should you call someone? Should you broadcast this message? Why? Where did you find the answers to these questions? 20. There is an ambulance call in Bolivar. Bolivar has a police officer on duty. Should you notify them of this call? Where did you find the answer to this question? 21. A 911 call has been received for a chimney fire just down the street from the Cuba Fire hall. When you dispatch this call, would you tone it as a chimney fire? When would you let someone know that it is a chimney fire? Where did you find answer to this question? 22. You are wheeling an open shift for next week. The first person you called was Neal because his name was marked. You called all the people in order until you got to Jaime. Jaime took the shift. Who would be the first person to be called for the next open shift (whose name would you mark)? Where did you find the answer to this question? Answer questions 23 – 25 based on the following scenario. You have received a report of a structure fire at 7415 County Road 49. 23. What departments would be toned on the initial dispatch? 24. If an electric company response was requested, who would you call? 25. If you received a request for fire investigators to the scene, who would you dispatch? Short Answer/Narrative Questions 26. List the steps to access the shift briefing. 27. How many chest pain calls were there in April 2008? How did you get the answer to this question? 28. When closing a call for a police agency that was dispatched for a vehicle lock out, what are the most appropriate choices for response, status and place code? 29. You received a 911 call and the information on the screen did not match what the caller told you. List the steps to letting someone know about this discrepancy. 30. Narrative with personal application. Here are some thoughts to ponder as you prepare your response. - Of all of the software applications that we have, which has proven to be the most valuable to you, how have you used it, and why did you choose this particular application? - If we were able to provide further training, instruction or continuing education on any programs we currently use, which would be the most helpful to you? - If money, time, staffing were not issues, what ONE thing would you like to see happen to improve the 911 center? Where would this come from, how would it improve the center, how could you present this idea? - How has this CDE helped you personally? Has it reminded you of particular tools we have available, has it refreshed your memory as to how to use things, has it cleared up any questions you may have had? ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ MAY Continuing Education “Hemorrhage/Laceration Protocol” from National Academy of Emergency Medical Dispatch All 911 Dispatchers, access your county email and follow the instructions. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- April 2008 Continuing Education – Part 2 Protocol Selection click here to download the word document List the appropriate Priority Dispatch protocol and number for each of the following old chief complaint codes. (There may be more than one acceptable answer.) Police 1. Disabled vehicle 2. Lock out/motorist assist 3. Gas drive off 4. Prowler 5. Shots fired Fire 6. Rekindle 7. Smoke investigation (outdoors) 8. Pumping detail 9. Lines/trees down 10. Flooding (not pump detail) Medical 11. Bleeding/non-traumatic 12. Childbirth 13. Environmental emergencies 14. Seizures 15. Unattended death Refer to case entry protocol card 50 and answer the following questions (16-20). 16. An incident involving a victim needing rescue is what type of incident? 17. List the three types of persons that safety questions address. 18. The First Law of Responders is: 19. The Fourth Law of Responders is that all ____________ goes to ground. 20. “What you don’t know can kill you” is considered the ________________. Refer to case entry protocol card 100 and answer the following questions (21-25). 21. If a caller is unable to provide all the description essentials, bolded items _______________________________. 22. Information boxes with description essentials are available in ProQA for what four categories/things/items? 23. All suspects are considered armed until _____________. 24. At what point should you go to the Caller in Danger card (protocol C)? 25. All third and fourth party callers are considered __________________. 26. Summarize DeLuca’s Law. 27. What "tool" or help in ProQA have you found most helpful and why? 28. In your experience so far, which protocol have you used the most? In what way(s) have the protocols for that type of incident helped you? 29. How has the Q process helped you improve using Priority Dispatch Systems? 30. As always, this question deals with personal application. In what specific ways has Priority Dispatch, ProQA, the training and the Q process helped you become a better dispatcher? What can you personally do to help yourself “stay up to speed” with all of the recent changes? How have you addressed questions and concerns that have been brought to you by callers or people in “scanner land”? What do you think should be the next step in improving the professionalism of the Allegany County 911 center and/or its service to the public? ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- April 2008 - Part 1 - Priority Dispatch Systems Click here to download the questions from word Read the EMD Case Entry Protocol – Card 0. Now answer questions 1 – 5 . 1. In Case Entry, the caller states that a person is not breathing at all. What is the correct code? 2. If a Chief Complaint involves trauma, protocol selection should be based on ___________. 3. A caller states that an 18 year old male is having a seizure and not breathing. What is the correct protocol to use? 4. True or False – Case Entry and Key Questioning must always be completed. 5. True or False – It is OK to start giving Post Dispatch Instructions at any point during caller interrogation. Read the EFD Case Entry Protocol – Card 50. Now answer questions 6 – 10. 6. Which of the following is NOT an ECHO situation? Ice rescue, sinking vehicle, aircraft crash, person on fire 7. An operator from FSC Systems would be considered a _______ party caller. 8. A caller stated that her child was playing in the car and is now trapped in the trunk. Which protocol should a call taker use? 9. A caller states that he saw lightning strike the house next door and now it is on fire, use protocol ______________. 10. True or False. If you get screen info and a pop up box, it is permissible to skip the address and phone number questions. Read EPD Case Entry Protocol – Card 100. Now answer questions 11 – 15. 11. A COLD CALL is defined as a PAST event that does not require a full interrogation because, by the caller’s assessment _______________________________. 12. A caller reports having been injured while an unknown subject shoved her to the ground and stole her purse. The correct protocol to use is ________________. 13. A caller states that her ex-boyfriend is at her house causing a scene. She has an order of protection. What is the correct protocol? 14. A student from Alfred University calls and states that someone told them to call the police but they don’t know why. The correct protocol to use is ____________. 15. What should you do if during caller interrogation a more specific chief complaint becomes known? Select the appropriate protocol for questions 16 – 22. 16. A caller states that he is thinking about killing himself. 17. A caller states that her friend has committed suicide. 18. There is a motor vehicle accident with wires down and lines arcing. 19. A caller states that a kid is really hurt from a car wreck. 20. A deer has been hit by a car and is still alive but out of the roadway. 21. Automatic alarm at Mackenzie West, Alfred State College. 22. A car at a gas station pulled the hose off a gas pump while gas was still flowing.. 23. Is it permissible to give Post Dispatch Instructions from another protocol in addition to the ones for the Chief Complaint you have selected? 24. True or False. Every dispatcher is expected to ask the Case Entry questions word for word in the order they are written. 25. At what point in an incident do you dispatch the appropriate agency? Short answer. Answer the following questions in sentence form. 26. In what instances (HINT: there are only a few) is it permissible for your partner to dispatch for an incident when you are still on the phone with the original caller? (Another HINT: answer can be based on Policies and Procedures established before the implementation of Priority Dispatch.) 27. What should you do when a person calls back with more information about an existing incident? 28. Briefly explain one of the new policies and procedures that pertain to Priority Dispatch. 29. Put the following five components of call taking in the proper order. Launch ProQA Case Exit Key Questions Verify/Validate Address Post Dispatch instructions As usual, Question 30 pertains to you personally. In at least 400 words (combined total), answer the following questions: - Do you agree or disagree with the following statement? Why? The implementation of Priority Dispatch has improved service to the public. - Describe one thing that has helped you work through the learning curve. - State one concern or frustration that you have faced in the implementation process and any suggestions for how to resolve it. - Explain one suggestion that if implemented would improve your view of the Allegany County 911 center. -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- January, February, March 2008 - MPDS, FPDS, PPDS, ProQA (60 hours of classroom training) See you in class -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- November - December 2007 - Introduction to Priority Dispatch Systems. Click here to download the reading material. Visit these sites: www.prioritydispatch.net and www.emergencydispatch.org 1. Who wrote the original Medical Priority Dispatch Protocol? 2. What Experience/background did he/she have? a. Medical doctor b. Emergency Medical Technician c. Dispatcher d. All of the above 3. What year was the original set of 8”x5” cards first become available? 4. Which 3 color coded areas were there on the original cards? (List all appropriate letters) a. Key Questions b. Pre-Arrival Instructions c. Dispatch Priority d. Address Validation Questions 5. What was the cost of the original card sets? 6. In 1981 there were about 100: a. Cards in the system b. Dispatchers trained to use the system c. Dispatch centers using the system d. Pre-Arrival instructions 7. Currently how many 911 centers use MPDS? a. 2,000 centers in the U.S. b. 1-3 thousand centers in 28 countries c. 1,500 centers in 23 countries d. 3,000 centers in 23 countries 8. MPDS has gone through 18 revisions over the years but is still not available in a software version. (True or False) 9. What does the acronym; PDS stand for? 10. What does the acronym; MPDS stand for? 11. What does the acronym; FPDS stand for? 12. What does the acronym; PPDS stand for? 13. ProQA is software that aids in:
b. Proper call taking c. Quality Review and Quality Improvement d. Proper call documentation
b. MIH, AED, SSTM and NAED c. NAEMSP, ASTM, ACEP, USDOT, NIH and AMA d. AMA, ASTM, ACEP, AED, and PDQ protocols for AED support, cardiopulmonary resuscitation (CPR), childbirth assistance, tracheostomy airway and breathing, and the Heimlich maneuver. (True or False) 16. FPDS is very simular to MPDS but does not include pre-arrival instructions. (True or False) 17. through 19. The PFDS protocol has been designed to protect against (17) while increasing (18) effectiveness and assuring measurable standards of (19) to the public. 20. How many chief complaint protocols are there in PPDS? 21. through 25. The 35 PPDS (21) cover most if not all of the possible scenarios encountered in law enforcement call centers and provide a (22) standard of (23) for the public for each call taken. Scripted (24) are designed to collect as much information about the scene as possible for (25) . 26. Why is it important for dispatch centers to have call taking protocols in place? 27. What is the greatest benefit to you as a dispatcher in using a call taking protocol system? 28. What is the greatest benefit to the 911 center in using a call taking protocol system? 29. What is the greatest benefit to the public when a 911 center uses a call taking protocol system? 30. Allegany County 911 is implementing MPDS, FPDS, and PPSD, using Pro QA with a “go live” date of March 18th 2008 after all ESD’s have competed a 60 hour (7 1/2 day) training program in February. How will you prepare yourself for this challenge? What can you do to assist the center in a successful implementation? What fears do you have in regard to this new challenge? Do you look forward to the challenge of mastering new skills in an attempt to improve the service we provide? (Follow the instructions on the answer form for question 30.) -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- October 2007 - Dispatching, Stressful? Say it isn’t so. Click here to download the reading material. 1. True or False. Dispatchers are really appreciated by all callers. 2. Agree or disagree. On the job stress is one factor that contributes to a high turnover rate of dispatchers. 3. In the article, what significant event happened to Andrew while at work? 4. True or False. Everyone reacts to stress in the same way all the time. 5. True or False. Sometimes professionals develop a belief that they are emotionally invincible. 6. According to the article, what is one of the reactions that may occur if a distressing incident is not dealt with? 7. List the four categories of signs and signals of stress as outlined in the “Critical Incident Stress Information Sheets.” 8. List three cognitive signs of stress. 9. Of the listed “Things to Try,” what works for you? 10. What is one thing that family members and friends (and co-workers) can do to help others deal with stress? 26. Describe a situation that you have encountered while at work that was stressful for you. 27. What positive strategies do you use to deal with stress? Do they work? 28. In what way(s) could you or have you helped co-workers deal with occupational stress? 29. What are some ways that all of us could work to limit the effects of stress on our job performance and our overall level of job satisfaction? 30. The usual. -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- August / September 2007 - "Radio Smorgasbord" Sample everything on the smorasbord and answer these questions. Click here to download the reading material. 1. Do our radios work on AM or FM? 2. In what band is our fire dispatch frequency in the radio spectrum? 3. In what band is the sheriff repeater frequency in the radio spectrum? 4. Name a frequency it the UHF band that is commonly used in Allegany County? 5. Is a cell phone a radio? 6. What does Allegany County use the 154.445 Megahertz radio frequency for? 7. When a radio wave enters a storm front at a particular angle and changes direction, what is this called? 8. What is “how radio waves behave when transmitted”, a definition for? 9. Give a specific example of simplex communication used in Allegany County public safety. 10. Give a specific example of half duplex communication used in Allegany County public safety. 11. Give another specific example of half duplex communication used in Allegany County public safety. 12. Give a specific example of full duplex communication used in our dispatch center. 13. There is a time delay to ‘bring up’ a repeater. If you begin to talk before the repeater is up, can field units hear the beginning of your message? 14. If two field units are 1500 feet away from each other and one or the other of them is out of range of the repeater, can they communicate with each other without changing to another frequency? 15. Name 3 causes of radio wave attenuation that are especially prevalent in the early fall. 16. While 800 is talking to you on the repeater, can 401 and 900 use the repeater to talk to each other? 17. If the Alfred link radio at Corbin fails, there is no way to transmit from the Alfred tower. True / False. 18. Seasons have little or no effect on radio wave attenuation or interference. True / False. 19. Are our radios narrow band or wide band? 20. How many MHz is the carrier frequency for the inter-county radio? 21. What band is the inter-county frequency in? 22. Which communication type do we use for most or our communication needs, simplex, half duplex or full duplex? 23. List a repeater frequency. 24. What does EMI stand for? 25. List a common source of EMI or RFI. 26. Describe a specific scenario in which attenuation and interference is a factor in undesirable radio performance. Example: A large man is sitting on his pager in a big cushy chair located in an interior room of his basement. While his significant other is using their 30 year old blender to mix a cake and he is performing scientific experiments using a Tesla coil, he misses the page of his ambulance company. Use your imagination, have some fun. 27. You attempt to tone Alfred Ambulance and find that you are unable transmit from the Alfred tower in the normal manner. Describe, step by step, how you would tone them using the penthouse link radio. 28. If you try the penthouse link radio to tone Alfred as in question 28 and are still unsuccessful, but all of your other radios work, at what location is the likely equipment failure and what is your next course of action? 29. Consider one of the common causes for radio wave attenuation in Allegany County. Relate a specific scenario where that attenuation causes undesirable radio performance. Do the seasons enhance this particular attenuation? Why or why not and how? 30. The usual. -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- July 2007 - "Fire Communications 101" Click here to read the attached article. Do not answer the questions included in the reading. 1. To give the best possible service to a caller reporting a non-emergency, the telecommunicator should: a. Transfer the caller to the appropriate resource with no explanation. b. Use call-referral techniques and offer an explanation. c. Hang up after giving the caller the right number to call. d. Refuse to process the call. 2. To provide quality service to the community, firefighters and telecommunicators must: a. Work together b. Try not to learn each other’s jobs c. Never train together d. Communicate only when a problem arises 3. It’s not possible to have a procedure for every situation because: a. A procedure is a guide to thinking. b. The procedures would be impossible to learn. c. Situations vary widely. d. Policy covers everything. 4. Wood fires fall into what fire category? a. Class A b. Class B c. Class C d. Class D 5. Electrical fires fall into what fire category? a. Class A b. Class B c. Class C d. Class D 6. In reports of seemingly minor motor vehicle accidents: a. The telecommunicator does not need to ask questions about injuries or hazards. b. The telecommunicator should assume the subjects are in no further danger. c. The telecommunicator should wait until they receive another call for more information. d. The telecommunicator should use the MVA guide card and ask all questions on the guide card and try to find out about injuries and hazards. 7. Most calls for the fire service require little or no prioritization because a. They are mostly escalating emergencies. b. They are mostly de-escalating emergencies. c. They mostly come in 9-1-1. d. They are all of equal importance. 8. A policy is: a. A guide to thinking and should be followed as closely as practical. Deviations should follow the concept of the Policy. b. A guide to action and must be followed precisely step by step. c. The ideal to aspire to. d. Not all that important as long as you like to help people and get the job done. 9. A procedure is: a. A guide to thinking and should be followed as closely as practical. Deviations should follow the concept of the Policy. b. A guide to action and must be followed precisely step by step. c. The ideal to aspire to. d. Not all that important as long as you like to help people and get the job done. 10. Since fires are generally escalating emergencies, detailed and accurate location information is not as critical as toning the department(s) as fast a humanly possible. You should get just enough information from the caller and tell them to hang up and get out. a. True b. False 26. In the event all of a given jurisdiction’s fire service apparatus are committed and working incidents, how do you process the next fire/rescue emergency? 27. What does our county call the apparatus that provides the function of pumping water? What is/are the radio designation(s) for this unit type? 28. How do you identify which fire department is responsible for a particular jurisdiction? 29. Since the accurate location of a fire is so critical, 911 call centers develop a detailed procedure for verification and validation of address/locations. Describe our procedure, what tools do we use, how. Give details. 30. See the answer sheet. -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- June 2007 - "Abandoned 911 Calls and Open Lines" SOP and TTY calls. Click here to download the questionnaire. Review the Abandoned 911 Calls and Open Lines protocol on the 911 server. Review all 7 pages referring to TTY use in the Vesta Agent’s guide (click help in Vesta). 1. Per 1. iii you must state; “If you can hear me press the #1 button twice.” True or False 2. If there is no response to the question in 1. iii or 1. iv an attempt for a TTY conversation is optional. True or False 3. When should you use the TTY module on a silent caller, before or after asking the caller to press buttons to attempt a conversation? 4. Only if the call goes into the abandoned call queue tool or if there is no response to asking the caller to press the #1 button and there is no response the TTY message, you should consider the call abandoned and proceed to the call back procedure. True or False 5. If you are unable to complete the call back using the abandoned call queue tool, you should always attempt to manually dial the number. True or False 6. In the event of reaching a person during the call back procedure, it is up to dispatcher discretion to decide if a call may have truly been an accidental call or if there is some reason an agency should be sent. True or False 7. In the event a dispatcher is suspicious of a story received during a call back, the dispatcher should err on side of caution by sending an agency to determine the need for action. True or False 8. A CAD incident will be generated for every open line / abandoned call. True or False 9. When you launch the TTY module from the Vesta toolbar, the TTY window appears in the enabled or disabled mode. 10. How many message tabs are there in the TTY window? 11. Messages from the dispatcher are displayed in lower case blue in the conversation area. True or False 12. The clear button on the TTY window is used to clear the text in what area? 13. Allegany County’s TTY module is not set to automatic. Therefore the call taker must launch the module by clicking the TTY button on the Vesta toolbar. 14. To send one of the preset responses you must click the desired message. 15. When you are using the TTY module in the active mode, you can hear the caller but the caller can not hear you. True or False 16. If you are conversing using TTY and a hearing, speaking person becomes available at the callers location, you must the TTY module in order for the person to hear you. 17. Placing a TTY call on hold disables the TTY window, but retains the TTY conversation. True or False 18. When you transfer a TTY call the conversation text is transferred. True or False 19. When you conference a TTY call the conversation text is transferred. True or False 20. When you use the clear button to clear the text in the conversation window it also clears it from the call record. True or False 21. The text of a TTY call is viewable on the history tab in the ALI screen. True or False 22. You can place an outgoing TTY call from any dispatch position on any line capable of outgoing calls. True or False 23. To place an out going TTY call you place the call as normal then bring up the TTY module. True or False 24. You can toggle back and forth between enabled and disabled as often as necessary during a TTY call. True or False 25. You can not use the pre-programmed messages in outgoing TTY calls. True or False 26. Use 268-7455 to place an outgoing TTY call to 268-9600. Act as silent caller who does not respond to the dispatcher’s requests to press #1. Have a conversation with the dispatcher when they switch to TTY (don’t forget it is recorded). Document the call date and time, as well as the position you were working, for the answer to this question. The audio and TTY portions of your call will be reviewed. 27. Receive a silent call on 268-9600 from another dispatcher. Follow the Abandoned Calls and Open Lines protocol. The caller will not respond to your requests to press #1 but will have a conversation with you when you switch to TTY. Document the call date and time as well as the position you were working, for the answer to this question. The audio and TTY portions of your call will be reviewed. 28. The answer to 28 is; Blue pony. 29 The answer to 29 is; What!? 30. Answer the question as presented on the answer form. ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- May 2007 - Can you hear me now? Click here to download questionnaire. 1. How many Buffalo 911 trunks do we have in our primary center? 2. How many Lancaster 911 trunks do we have in our primary center? 3. How many Endicott 911 trunks do we have in our primary center? 4. Calls processed through the 716 and 585 area codes (including wireless) come in on the same trunk group. How many calls can we receive on that trunk group at our primary center at one time? 5. Reference question number 4; where does the next call go? 6. Reference question number 5; what happens if that call is not answered there? 7. Reference question number 6; how many rings before that happens? 8. How many Centrex lines do we have in our primary center? 9. Our Centrex lines are bridged extensions that ring at our primary center and our backup center simultaneously. True or False. 10. What number(s) do you dial to call out on a Centrex line? 11. How many Plain Old Telephone (POTs) lines do we have in our primary center? 12. Our Plain Old Telephone (POTs) lines are bridged extensions that ring at our primary center and our backup center simultaneously. True or False. 13. What number(s) do you dial to call out on a Plain Old Telephone (POTs) line? 14. How many target lines do we have in our primary center? 15. What number(s) do you dial to call out on a target line? 16. What line type do you use to call out under normal circumstances? 17. What number(s) do you dial on the line type from question 16 to place a call to a Ronco extension? 18. What number(s) do you dial on the line type from question 16 to place a call to a phone in the “outside world”? 19. When transferring a call that comes in on a Centrex line; if you press Transfer, dial the number, then press transfer again you have completed a PBX transfer using an access line (and thereby used the County’s T1 out of the Ronco system) for the outgoing portion of the call and this transfer will be recorded. True or false? 20. When transferring a call that comes in on a Centrex line; if you press hook-flash, dial the number, then press hook-flash again; you have completed a Centrex transfer using a phone line at the phone company building for the outgoing portion of the call and this transfer will not be recorded. True or false? 21. Who owns the parcel on the West side of the road near 5656 State Route 19? 22. Help is needed at 5 Hill St in Andover. The help is at the corner of Water St and State Route21. You look at the map and tell them to turn west onto Water St and then right onto Hill St. They say; “We can’t go that way!!!” Why? 23. A caller states; “I live at 105 West Main Street in Friendship and I hear a guy yelling for help. He is at that little barn way down in the back yards across the road from me. I can’t remember the name of the guy whose driveway goes down there. It’s not Donald Heary it’s the next one farther away from my house.” What is the name of the land owner whose driveway goes into the back yards? 24. There is a field on the South side of the road at 9540 Dow Rd, Town of Centerville. The fire department is going use this for a landing zone. What is the latitude and longitude of the center of the field? 25. What is the nearest crossroad, per Orion, to the address in question 24. 26. You receive a cell phone call from Lat 42.466513 Lon -77.735079. The callers states that he was hiking, has hurt his leg and can not walk any more. What ambulance company do you send to what road, what is the nearby address and nearest cross street when plotted on Orion? Who is the land owner and in relative terms how far “off road” will rescuers have to go to reach the caller? 27. A caller from Alfred State College calls to report that there was a fight on campus. All of the individuals have left except one guy who is yelling; “Someone call an ambulance”. Who will you send in addition to Alfred Ambulance? Will that agency have the ability to investigate criminal activity, and make arrests? Why or why not. If individuals who were fighting come back and the agency investigating needs “backup” what agency are they most likely to call for? 28. A caller from Alfred University calls to report that there is a door open on a building that he is sure should be closed and locked. Who do you send? When they get there they discover that the building has been broken into, can they do the investigation and make arrests? If not who would they call for? Why? 29. A call comes in on 585-268-9460 from 585-593-1781 asking to speak the appropriate police agency in her town. Describe caller interrogation process that you complete, the steps you take to transfer the call and the presses for documenting this call in CAD including when you would do each step. 30. Discuss how you benefit from completing this CDE assignment. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- April 2007 - Total recall; testing all of your skills. Click for down loadable questionnaire. This CDE will test your ability to use: Vesta, Orion MapStar, EFS, (by Pictometry), PSIMS, and our Policy and Procedure manual. Use Orion MapStar. Are the following addresses valid, if so what town are they in? 1) 7139 State Route 19 2) 3212 County Road 17 3) 18 State Route 70 4) 2 State Route 19 5) 8711 Crawford Creek Rd Use PSIMS. 6) For what purpose was 503 out on Jackson Hill Rd. on 1/24/07 @ 16:08? 7) How many traffic stops did UPD do on 2/21/07 between 12:00 and 16:00? 8) Cuba Ambulance transported a 93 YOM fall victim on 03/17/07. What did he hit his head on? 9) How many matched records are there for 42 Linwood Ave.? 10) How many matched records are there for Smith, Althea? Use Orion and EFS to find 2240 I 86E and answer the following. 11) What town is this in? 12) What road dead ends just north of this mile marker? 13) What is the elevation of this mile marker? 14) How many ponds are within 700 feet of this mile marker? 15) Who is the land owner to the north east of this mile marker? Use Orion and EFS to find Lat 42.389018 Lon -77.917009 and answer the following. 16) What is the primary Fire Department for this location? 17) What Fire Investigator(s) are responsible for this area? 18) What is the nearby address that Orion finds when a event is created at this Lat / Lon? 19) What is the nearest intersection according to Orion? 20) Will the primary fire department travel more or less than 2 miles to reach this location? Use Vesta to answer the following. 21) Manually DIP 585-928-1788. What is the ESN? 22) What is the 4th listing in the Frequently used number button? 23) What is the 6th listing in the PSAP’s button? 24) What is the second question on the “Silent Caller” tab in the TTY screen? 25) What information is in the lowest left box on the IRR screen? Use all of your tools and experience to answer the following. 26) The pilot of a hot air balloon calls by cell phone to report that he has crash landed and thinks that he broke his leg. The cell connection is very poor and ends before you are able to gather further information. This call was a phase II call @ Lat 42.306461 Lon -78.247404 with 20 COF and 95 COP. Find this location, create an event for it in Orion and send it to EFS. In narrative form tell about this location, nearby address, departments you’d send, terrain, special equipment that might be needed, etc. 27) Its brush fire season. You receive a 911 call from 585-466-3202. The caller, very short of breath, states; “I was burning leaves out back of my house and it has spread to the “watcha callit” buildings out back and under the chain link fence across from my side yard to the, the, the... you know what road." Then the caller hangs up and doesn't answer when you call back. In narrative form describe what’s likely to be on fire and what you will do about it. 28) Find the “Fire and Ambulance Dispatch Procedure” in your PnP manual. There are two examples of dispatch wording; type, word for word, the first example. 29) Use the policy referenced in question 28; type the dispatch message for incident #07-004700. 30) Discuss how you personally can apply the information presented in this CDE assignment to make you a more effective ESD. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- March 2007 - Follow this link to "Domestic Violence Facts". Use our on-line answer for (link on left) to answer the following: 1) How many women will experience domestic violence during her lifetime? A) 2 in 10 B) 1 in 5 C) 1 in 7 D) 1 in 4 2) What is the age range for those who are at the highest rick of domestic violence? A) 15-23 B) 20-30 C) 16-24 D) 18-25 3) According to the U.S. Department of Justice, what is the percentage of men who will experience physical assault as a child at the hand of an adult caregiver? A) 57% B) 54% C) 55% D) 58% 4) The cost of intimate partner violence annually exceeds $5.8 billion, including $4.1 billion in direct health care expenses, $900 mullioning lost productivity, and another $900 million in lifetime earnings. A) True B) False 5) Which is a common problem elderly individuals face when reporting domestic violence. A) Fear of loneliness B) Being institutionalized C) Not being believed D) All of the above 26-29 The following are 4 of the common categories that victims who stay with their abusers can be placed in. Talk about the characteristics of each. 26) Safety Seeker 27) Worthless 28) Pretender 29) Fantasizer 30) Discuss how you personally can apply the information presented in this CDE assignment to make you a more effective ESD. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- February 2007 - Follow this link to "Gossip the Tangled Web It Weaves". Use our on-line answer form (link on left) to complete: 1-5 multiple choice questions from the quiz. 26 How did you first react when you read the title of this month's CDE, Gossip the Tangled Web It Weaves. 27 Are you a gossip? 28 Is gossip a problem in our center? Elaborate (slightly without gossiping). 30 Discuss how you personally can apply the information presented in this CDE assignment to make you a more effective ESD. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- January 2007 - Follow this link to “Set the Tone” and its quiz. Use our on-line answer form (link on left) to complete: 1-13 multiple choice questions from the quiz. 26-27 Think of the last time you had to "Set the Tone" with a angry caller. Use this to answer: 26 What did you do right? 27 What did you do wrong? 30 Discuss how you personally can apply the information presented in this CDE assignment to make you a more effective ESD.June 2007January, February, March 2008 - MPDS, FPDS, PPDS, ProQA (60 hours of classroom training) See you in class ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
Allegany County 911
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