APCO PST1 key terms

The process of sorting an incoming call into a defined category, such as fire, medical, or law enforcement, so the right resources and questions are used.

The decision about how urgent a call is compared with other calls, guiding dispatch order and resource speed. It uses the call type, reported conditions, and safety information.

A structured set of questions used to gather facts about an incident, including what happened, where, when, who is involved, and whether anyone is still in danger.

Techniques that help a telecommunicator keep a caller focused, calm, and cooperative, such as clear instructions, active listening, and limiting unnecessary questions during a crisis.

The process of confirming where an incident is happening by checking the address, landmarks, cross streets, and callback details, which reduces response errors and delays.

A 911 call where the caller cannot or does not speak, possibly due to danger, injury, or a pocket dial. Telecommunicators use available data and follow agency procedure to determine whether help is needed.

Directions given to a caller before responders arrive, such as moving to safety, controlling bleeding, or starting CPR, intended to protect life and support the response.

A structured system for questioning medical callers, assigning response priorities, and giving medically approved instructions before EMS arrives, following local protocols and training.

Radio communication that uses everyday plain language instead of codes or jargon, improving mutual understanding among responders and agencies during routine and emergency traffic.

A standardized set of spoken words used to represent letters, such as Alpha for A and Bravo for B, so names, plates, and codes are understood correctly over the radio.

A short identifier assigned to a radio unit, station, or telecommunicator for communication. It helps responders know who is calling without repeating full names or descriptions.

A report that tells the dispatcher whether a unit is available, en route, on scene, busy, or out of service, helping the dispatcher manage resources and response times.

A radio message that has priority over other transmissions because it involves immediate danger to life or scene safety. Other units normally keep the channel clear.

A spoken distress signal used over the radio to announce a life-threatening emergency involving a responder, such as a firefighter trapped or missing, and request immediate assistance.

A temporary link between two or more radio channels or systems so users on different channels can hear and talk to each other, often set up for multi-agency incidents.

The practice of repeating critical information, such as an address or instruction, back to the sender to confirm it was heard correctly and reduce errors.

Software that helps telecommunicators record calls, recommend units, track status, and keep incident histories. It supports dispatch decisions but does not replace human judgment.

Automatic Number Identification, a service that displays the calling telephone number on the telecommunicator's screen, helping verify callbacks and identify possible emergencies.

Automatic Location Identification, a service that provides the address associated with a 911 call, such as a street address or cell site, to help locate the incident.

A 911 system that delivers both the caller's number and location information to the dispatcher automatically, improving response speed and accuracy in many jurisdictions.

An internet-based 911 system designed to receive text, images, video, and other data, not just voice calls, and to improve location accuracy and system resilience.

A text telephone device or service used by people who are deaf, hard of hearing, or speech-impaired to communicate by typed messages, often through relay services or specialized call-taking procedures.

Equipment that receives a weak radio signal and retransmits it on another frequency at higher power, extending coverage and improving communication between units and dispatch.

The level of care and skill that a reasonably prudent telecommunicator with similar training would provide in similar circumstances. It is used to judge performance in negligence claims.

A failure to exercise the standard of care that causes harm. In public safety communications, it may involve missed procedures, incorrect dispatch, or delayed action.

A legal or policy obligation to take action, such as answering calls and dispatching help. It may arise from law, job role, or an agency's adopted procedures.

The ethical and legal duty to protect private information learned during work, sharing it only with authorized people or as required by law and policy.

Documents or recordings created or kept by a public agency that may be subject to disclosure laws, with exceptions for protected information such as some personal or investigative details.

A standardized management structure used to organize resources and personnel at incidents, with common roles, terminology, and planning processes that can expand or contract as needs change.

A national framework that guides how agencies work together during incidents, covering command, resource management, communications, and preparedness. It supports consistency across jurisdictions and disciplines.

A formal or informal arrangement in which agencies share personnel, equipment, or resources across jurisdictions during incidents or planned events, often under written agreements.

The ability of different agencies, radio systems, or technologies to communicate and share information effectively, especially during multi-agency incidents and large-scale emergencies.

A structured approach to reducing stress after traumatic events, often including education, peer support, and small-group discussions led by trained facilitators, not routine psychological debriefing for everyone.

Assistance from trained colleagues who understand the job and provide confidential listening, practical help, and referrals after difficult calls or personal crises.

A state of physical and emotional exhaustion caused by prolonged work stress, often showing as cynicism, reduced effectiveness, and detachment from the job and people served.

Conduct that reflects competence, integrity, respect, accountability, and appropriate boundaries while serving the public and working with colleagues under pressure.

The ability to recover and adapt after stress, trauma, or adversity, supported by healthy habits, social connections, training, and access to appropriate help.

Emotional and physical weariness that can develop from repeatedly helping people in distress, sometimes reducing empathy and increasing irritability or avoidance.