Mixed Deck — All PSD Topics Flashcards

What is 'compassion fatigue' and how does it differ from burnout in public safety dispatchers?

Answer: Compassion fatigue results from the emotional cost of caring for others in crisis, while burnout is general exhaustion from job demands

Compassion fatigue is the emotional depletion from empathizing with people in crisis, whereas burnout is broader exhaustion from chronic workplace demands.

A structure fire is reported at an address that falls within a mutual aid agreement zone. Which statement best describes the dispatcher's responsibility?

Answer: The dispatcher should notify both the primary agency and activate the mutual aid response per established protocols

Mutual aid agreements require the dispatcher to notify all parties per protocol when an incident occurs in a designated zone.

What does 'caller management' primarily refer to in public safety dispatching?

Answer: Controlling the pace, focus, and content of the call to efficiently gather needed information

Caller management involves guiding the conversation so the dispatcher, not the caller, controls the flow and obtains necessary data efficiently.

During a high-volume multi-casualty incident, a dispatcher begins to feel overwhelmed and makes a routing error. The BEST immediate action is to:

Answer: Notify a supervisor immediately, correct the error if possible, and request assistance managing call volume

Immediate supervisor notification and requesting support ensures the error is corrected and prevents further mistakes during a high-stress incident.

Which of the following BEST describes the concept of 'vicarious trauma' in dispatchers?

Answer: A cumulative transformation in the dispatcher's worldview caused by repeated exposure to callers' trauma

Vicarious trauma is a deeper, more lasting shift in a dispatcher's beliefs, identity, and worldview resulting from repeated empathic engagement with traumatic material.

Which Next Generation 911 (NG911) feature allows citizens to send text messages to a PSAP?

Answer: Text-to-911

Text-to-911 is an NG911 capability that enables users to send SMS messages to a 911 center when voice calls are not possible.

What is the most important principle of a public safety Peer Support Program?

Answer: Strict confidentiality.

For a peer support program to be effective, personnel must trust that they can speak openly without fear of their conversations being reported to management or used against them. Strict confidentiality is the cornerstone of this trust. It creates a safe space for individuals to discuss stress and personal issues with a trained peer who understands the unique pressures of the job.

When a dispatcher hears gunshots in the background during a 911 call, the IMMEDIATE priority is:

Answer: Send law enforcement and advise the caller to take cover and stay on the line

Active shooter situations require immediate law enforcement dispatch and caller safety instructions without delay for confirmation.

Which technology automatically provides the street address associated with a 9-1-1 caller's phone number?

Answer: ALI

ALI (Automatic Location Identification) queries a database to deliver the physical address linked to the calling number.

A field unit transmits that they are 'out with a subject' at a location. What action should the dispatcher take?

Answer: Acknowledge and log the unit's status change and location in CAD

Acknowledging and logging a unit's status and location in CAD is essential for officer safety and resource tracking.

What is 'logging recorder' equipment used for in a PSAP?

Answer: Recording all incoming calls and radio transmissions for documentation and review

A logging recorder captures audio from telephone lines and radio channels, providing records used for legal proceedings, training, and quality assurance.

Which of the following best describes 'secondary traumatic stress' as experienced by dispatchers?

Answer: Trauma symptoms resulting from indirect exposure to others' traumatic events

Secondary traumatic stress arises from repeated indirect exposure to callers' trauma, producing PTSD-like symptoms in the dispatcher.

When a dispatcher is directed by a supervisor to purge specific CAD records before a scheduled litigation hold deadline, the dispatcher should:

Answer: Refuse and document the directive, then report it to legal counsel, as this may constitute obstruction of justice

Destruction of records subject to a litigation hold constitutes spoliation of evidence and can result in criminal obstruction charges for all involved parties.

Which of the following is a key reason to keep a caller on the line during a medical emergency?

Answer: To provide pre-arrival instructions, monitor changes in condition, and relay real-time information to responding units

Maintaining the call allows dispatchers to deliver PAIs, track changes in patient condition, and update responders dynamically.

What is the dispatcher's legal responsibility when they receive a call that involves allegations of child abuse?

Answer: Dispatch appropriate units and ensure a report is made to child protective services per mandatory reporting laws

Public safety dispatchers are typically mandatory reporters, requiring them to ensure both emergency response and a CPS report are initiated.

A PSAP is testing its backup power system. Which sequence correctly describes the power backup hierarchy during an outage?

Answer: UPS bridges the gap until the generator starts, then generator sustains operations

UPS (Uninterruptible Power Supply) provides instant battery backup while the generator spins up, then the generator takes over for sustained power.

What does the term 'ANI' stand for in 9-1-1 telecommunications?

Answer: Automatic Number Identification

ANI stands for Automatic Number Identification, which delivers the caller's phone number to the PSAP.

A dispatcher is told that an incident has transitioned to 'Area Command.' What does this mean for dispatch operations?

Answer: Multiple Incident Management Teams are operating simultaneously and need coordinated resource prioritization

Area Command is activated when multiple IMTs are operating simultaneously; its primary role is to set priorities and allocate scarce resources across those incidents.

In the NATO phonetic alphabet, the letter 'M' is represented by:

Answer: Mike

The NATO phonetic alphabet uses 'Mike' for the letter M to ensure clarity in radio and telephone communications.

What is the recommended practice when a dispatcher must use the radio while simultaneously handling a 911 call?

Answer: Briefly place the 911 caller on hold only when absolutely necessary and return immediately

A brief hold is acceptable when radio communication is essential, but the dispatcher must return to the caller immediately to avoid losing critical information.