TCOLE Telecommunicator 4 — Questions and Answers
Question 1: Which of the following best describes 'call screening' as it applies to PSAP operations?
- Blocking harassing callers
- Gathering essential information to determine the appropriate response type and priority (Correct answer)
- Recording all incoming calls
- Routing calls to the correct department
Correct answer: Gathering essential information to determine the appropriate response type and priority
Call screening is the process of collecting key details from a caller to assess the situation and determine the proper response priority and resources.
Question 2: A wanted person entry in NCIC must include which mandatory field?
- Employer information
- Physical description including height and weight (Correct answer)
- Vehicle information
- Social media accounts
Correct answer: Physical description including height and weight
NCIC wanted person entries require a physical description, including height and weight, among other mandatory identifier fields.
Question 3: What is the correct procedure when a telecommunicator discovers a TCIC/NCIC hit on a vehicle during a routine traffic stop inquiry?
- Immediately notify the officer and provide full hit details (Correct answer)
- Wait until the officer requests the information again
- Forward the hit to a supervisor only
- Confirm the hit with NCIC before notifying the officer
Correct answer: Immediately notify the officer and provide full hit details
The officer must be notified immediately with complete hit details so they can take appropriate and safe action on the scene.
Question 4: During active shooter events, telecommunicators are advised to follow which protocol to guide callers who are hiding?
- Instruct callers to evacuate immediately regardless of location
- Keep callers calm, silent, and provide updates on responder status (Correct answer)
- Tell callers to confront the shooter if possible
- Advise callers to call back only if the threat moves closer
Correct answer: Keep callers calm, silent, and provide updates on responder status
Keeping hiding callers calm and silent while relaying responder location updates helps protect them without revealing their position.
Question 5: What is the role of a PSAP supervisor during a major incident according to best practices?
- Handle all incoming calls personally
- Coordinate resources, monitor workload, and relieve telecommunicators as needed (Correct answer)
- Contact the media with incident updates
- Take over the radio channel exclusively
Correct answer: Coordinate resources, monitor workload, and relieve telecommunicators as needed
Supervisors manage overall PSAP operations during major incidents by coordinating resources and ensuring telecommunicator welfare and workload balance.
Question 6: Which type of stress response is characterized by a delayed reaction that appears weeks or months after a traumatic incident?
- Acute stress disorder
- Post-Traumatic Stress Disorder (PTSD) (Correct answer)
- Compassion fatigue
- Burnout
Correct answer: Post-Traumatic Stress Disorder (PTSD)
PTSD is defined by its delayed onset, with symptoms appearing weeks, months, or even years after exposure to a traumatic event.
Question 7: A telecommunicator is asked by a journalist for information about an ongoing investigation. The correct response is to:
- Provide only confirmed facts
- Refer the journalist to the agency's public information officer (Correct answer)
- Decline to comment and hang up
- Share non-sensitive details only
Correct answer: Refer the journalist to the agency's public information officer
All media inquiries should be directed to the agency's designated public information officer to ensure accuracy and protect the investigation.
TCOLE Telecommunicator 4
Which of the following best describes 'call screening' as it applies to PSAP operations?