PSD Crisis Intervention and Stress Management 3

Question 1

Which of the following best describes 'secondary traumatic stress' as it applies to dispatchers?

Accepted Answer

Trauma symptoms that develop from indirect exposure to others' traumatic experiences

Answer

Secondary traumatic stress occurs when a dispatcher absorbs trauma vicariously by repeatedly hearing about or managing others' crises.

Question 2

A caller becomes verbally aggressive and begins screaming at the dispatcher during a non-emergency call. What is the recommended approach?

Accepted Answer

Stay calm, use a lower and slower speaking voice, and acknowledge the caller's frustration

Answer

Remaining calm and speaking slowly in a lower tone helps de-escalate aggression, while acknowledging frustration validates the caller's emotions.

Question 3

In crisis intervention, what is the purpose of 'active listening' beyond simply hearing words?

Accepted Answer

To demonstrate empathy and build trust so the caller remains engaged and open

Answer

Active listening communicates empathy and builds trust, which keeps a person in crisis engaged and more likely to accept help.

Question 4

Which of the following is an evidence-based individual coping strategy for dispatchers managing occupational stress?

Accepted Answer

Regular physical exercise, adequate sleep, and social support outside of work

Answer

Exercise, sleep, and social support are proven resilience-building strategies that buffer the effects of chronic occupational stress.

Question 5

When dispatching to a caller who mentions having a weapon and feeling hopeless, the dispatcher should:

Accepted Answer

Remain calm, keep the caller talking, dispatch appropriate resources, and follow established lethal means protocols

Answer

Lethal means protocols guide dispatchers to keep suicidal callers engaged while simultaneously dispatching resources to reduce access to means.

(PSD) Certified Public Safety Dispatcher Practice Test