Company Officer 6Th Ed Chapter 6 Real

Front 1

Internal employees, external beneficiaries and stakeholders are often referred to as _______ by fire and emergency services organizations.

Back 1

Customers

P127

Front 2

_______ customers - employees in members of the organization, including emergency personnel, administrative staff, and officers. Each of these groups has different needs, wants and desires.

Back 2

Internal customers

P128

Front 3

_____ customers - members of the general population with any service area who are beneficiaries of the services provided, and people responsible for providing the majority of the funds needed to operate the organization.

Back 3

External

P128

Front 4

_____ customers are those within the organization.

Back 4

Internal

P128

Front 5

_____ customers generally want their lives and property protected from other hazards.

Back 5

External

P129

Front 6

___ customers should be allowed to participate in the decision-making process at meetings.

Back 6

Internal

P129

Front 7

Company officers may provide or conduct _____, which are another method for actively gathering information from customers.

Back 7

Surveys

P130

Front 8

Company officers may provide or conduct _____, which are another method for actively gathering information from customers.

Back 8

Surveys

P130

Front 9

Company officers must know the communities characteristics and ________, in order to understand its composition.

Back 9

Demographics

P130

Front 10

Company officers may provide or conduct _____, which are another method for actively gathering information from customers.

Back 10

Surveys

P130

Front 11

Company officers must know the communities characteristics and ________, in order to understand its composition.

Back 11

Demographics

P130

Front 12

______ Provide useful information on the composition of a community.

Back 12

Demographics

P131

Front 13

______ are used in public service to determine specific groups within the service area in order to properly served their needs.

Back 13

Demographics

P131

Front 14

_____ can create challenges between service providers and customers.

Back 14

Diversity

P132

Front 15

One of the first skills company officers need when dealing with irate citizens is effective ______.

Back 15

Listening

P132

Front 16

_____ resolution, May require that the company officer speak on the Citizen with whomever has authority to deal with the issue.

Back 16

Complaint

P133

Front 17

One class of citizen complaints involves a members acts or ______.

Back 17

Omissions

P133

Front 18

Complaints

Policy usually requires ______ the incident.

Back 18

Documenting

P134

Front 19

________ ________ _______ (___)

Is a broad term that incorporates all programs that protect the public using protection prevention and education.

Back 19

Community risk reduction

(CRR)

P134

Front 20

The programs work to establish and develop the recourses needed to mitigate hazards to public safety.

These initiates may be known as “Fire and life safety program initiatives”.

Back 20

Community risk reduction (CRR)

P134

Front 21

____ programs drive positive public relations and help build trust and improve communication with the community.

Back 21

CRR

P134

Front 22

____ programs drive positive public relations and help build trust and improve communication with the community.

Back 22

CRR

P134

Front 23

Three important components of ___ programs are fire and life safety programs, private dwelling fire and life safety surveys, and fire and life safety presentations.

Back 23

CRR

P134

Front 24

Fire and life safety program initiatives are the ____ relations and public safety branch of a departments community risk reduction program.

Back 24

Public

P134

Front 25

Fire and life safety program initiatives make a connection between the fire department in the _____ that is serves.

Back 25

Community

P135

Front 26

Private dwelling fire safety surveys (_______surveys) can be performed on a voluntary basis to determine the extent to which community members implement a fire and life safety.

Back 26

Home safety surveys

P135

Front 27

In some jurisdictions, residential fire and life safety surveys may be conducted as part of the fire and life safety program _____.

Back 27

Initiative

P135

Front 28

______ Safety surveys should be treated as educational opportunities and not enforcement tools.

Back 28

Home

P135

Front 29

Fire and life safety presentations are designed to inform the ______ about unsafe behaviors, and provide information on how to change those behaviors.

Back 29

Public

P135

Front 30

A _____ relations program markets the organization to the community. It’s purpose is to build a relationship with the community that is based on trust and commitment and is aligned with the organizations mission and values.

Back 30

Public relations

P135

Front 31

______ policies and procedures are essential for the effective and efficient operation of any fire and emergency services organization.

Back 31

Written

P136

Front 32

A ____ is a guide to decision making.

Back 32

Policy

P137

Front 33

_____ aid in decision making and also define the boundaries and standards that the administration expects the company officers and members to use.

Back 33

Policies

P137

Front 34

____ are created when formal written guidelines or criteria are needed for the operation of the organization.

Back 34

Policies

P137

Front 35

A policy _____ determines if current policies are effective and enforceable, or if the lack of policies has caused problems.

Back 35

Analysis

P137

Front 36

Written policies give the members of the organization a reference point for _____ making.

Back 36

Decision

P138

Front 37

A _____ procedure details the steps to follow when following organizational policy for some specific recurring problem or situation.

Back 37

Written

P138

Front 38

A _____ procedure details the steps to follow when following organizational policy for some specific recurring problem or situation.

Back 38

Written

P138

Front 39

Most organizations provide personal with detailed information for handling specific situations, known as ______________ (SOPs).

Back 39

Standard Operating Procedures

P138

Front 40

____ are the bases for company level skills training, such as initial fire attack, use of the incident command system, rapid intervention crew, fire ground search and rescue.

Back 40

SOPs

P138

Front 41

____ are the bases for company level skills training, such as initial fire attack, use of the incident command system, rapid intervention crew, fire ground search and rescue.

Back 41

SOPs

P138

Front 42

At an emergency incident, orders and directives are considered _______.

Back 42

Mandatory

P139

Front 43

Public organizations use two types of budgets: ____ budgets (projected major purchases) and

______ budgets (recurring expenses day to day operations).

Back 43

Capital budgets

Operating budgets

P140

Front 44

In most cases, funds cannot be transferred between capital and ______ budget based on governing authorities.

Back 44

Operating

P140

Front 45

A _____ budget includes projected major purchases. items to cost more than a specified amount of money, and are expected to last more than one year.

Usually ____ to ____ years.

Back 45

Capital

1 to 3 years

P140

Front 46

An organizations ____ budget is used to pay for the recurring expenses of day to day operations.

Personnel costs it’s are the largest single item in the _______ budget of most career organizations.

Back 46

Operating

Operating

P140

Front 47

An organizations ____ budget is used to pay for the recurring expenses of day to day operations.

Personnel costs it’s are the largest single item in the _______ budget of most career organizations.

Back 47

Operating

Operating

P140

Front 48

Personnel costs, sometimes called personnel services may represent as much as __% of the operating budget.

Back 48

90%

P140

Front 49

There are ____ major steps In the budget process: planning, preparing, implementing, monitoring, evaluating, and revising.

Back 49

6

P141

Front 50

The budget ___ process continues throughout the current fiscal year.

Back 50

Planning

P141

Front 51

Estimated revenues from all sources are translated into preliminary _____ priorities.

Back 51

Budget

P141

Front 52

_______-justifying a budget request required documentation and supporting evidence that proves the request is valid.

Back 52

Justification

P141

Front 53

_____ reviews- the organizations administrator, the chief manager of the department, organization or staffs of both organizations thoroughly review the fire and emergency services budget request. After the internal review, the budget is incorporated into the combined budget request for the entire parent organization and submitted to the jurisdictions governing body for an external review.

Back 53

Internal reviews

P141

Front 54

_____ reviews- the ___ reviews the final review the budget request document receives.

Back 54

External

External

P141

Front 55

A ______ for proposal (RFP) defines the needs of the organization and allows manufactures or authorized distributors to decide if they can meet bid specifications.

Back 55

Request for Proposal

P141

Front 56

The process for monitoring and evaluating a budget are often identified any organizations policies and _______.

Back 56

Procedures

P142

Front 57

Fire and emergency services organizations, maintain budget inventory, maintenance (preventative and ____ ), activity, and personnel records.

Back 57

Corrective

P143

Front 58

Fire and emergency services organizations, maintain budget inventory, maintenance (preventative and ____ ), activity, and personnel records.

Back 58

Corrective

P143

Front 59

The administration or logistics ____ of the organization generally maintain inventory and fixed-assets records.

Back 59

Branch

P143

Front 60

Fire and emergency services organizations keep _______ records on stations, other facilities, vehicle’s tools and equipment.

Those records are usually divided into two distinct categories: ______ and _____.

Back 60

Maintenance

Preventative and corrective

P144

Front 61

______ maintenance is usually performed, according to a predetermined schedule to prevent damage, reduce wear, and extend the useful life of an item vehicle or facility.

Back 61

Preventative

P144

Front 62

______ maintenance is usually performed, according to a predetermined schedule to prevent damage, reduce wear, and extend the useful life of an item vehicle or facility.

Back 62

Preventative

P144

Front 63

______ maintenance and repairs are often do to an unforeseen event.

Back 63

Corrective

P144

Front 64

The decision to repair or replace an item is often based on its maintenance record and ___ expectancy.

Back 64

Life

P144

Front 65

_____ records are the basis for planning and justifying budget requests. Budget request must be based upon accurate documentable data that is gathered from activity records showing the clear need for additional funding.

Back 65

Activity

P145

Front 66

_____ records include training performance, attendance hazardous materials or biological medical exposures and medical records.

Back 66

Personnel

P145

Front 67

Personnel records are _____ with the exception of attendance records. (Daily personnel roster) and similar documents. Company officers must be careful to protect confidentiality and keep all personnel records secure.

Back 67

Confidential

P145

Front 68

_____ records contain information about an individual’s performance training, attendance exposures, and medical conditions.

Back 68

Personnel

P145

Front 69

Exposure records

Because of the delayed effects of some of these hazards in the compounding effect of others, the organization must retain accurate records for ___ years, following the end of an individuals employment.

Back 69

30 years

P146

Front 70

Medical records are kept on all employees for the duration of their employment plus ____ years.

Back 70

30

P146

Front 71

Some organizations have ______ (internal networks) that link all the organizations computers together to improve communication and share software and files.

Back 71

Intranets

P148

Front 72

Records that must be kept confidential, include personnel, files, individual training records, and ______ files.

Back 72

Medical

P148

Front 73

_______ __ _____ - a Doctoring Holding individuals responsible ethically for actions they may take(acts) , or do not take (omissions) with foreseen results.

Back 73

Acts or omissions

P149

Front 74

______ _____ ______ (CRR)

The process of addressing the larger issue of preventable injury that is occurring in a community. The process involves identifying leading risks and creating through the use of integrated prevention interventions.

Back 74

Community Risk Reduction

(CRR)

P149

Front 75

______ maintenance reactive, maintenance or repairs that are performed after a break down or mechanical failure.

Back 75

Corrective

P149

Front 76

______ maintenance reactive, maintenance or repairs that are performed after a break down or mechanical failure.

Back 76

Corrective

P149

Front 77

_____ service -

Quality of an organizations relationship with individuals who have contact with the organization…..

Back 77

Customer

P149

Front 78

_____ statistical characteristics of a given population, such as average age, income, education, ethnicity, nationality, and religion.

Back 78

Demographics

P149

Front 79

___ -the inclusion of people of different races or cultures in a group or organization.

Back 79

Diversity

P149

Front 80

____ maintenance-

Schedule ongoing routine inspection in maintenance that is intended to prolong the life and to prevent the breakdown or apparatus, equipment, and facilities; does not involve repairing or replacing damaged or worn out components.

Back 80

Preventative maintenance

P149

Front 81

A _____ loop as a system for ongoing improvement. Feedback leads to change, change results in Feedback, and the process continues.

Back 81

Feedback

P130

Front 82

I’m general, standard operating procedures (SOPs) are treated as rules that “___” be followed, whereas standard operating guidelines (SOGs) are guidelines that “____” be followed.

Back 82

SOPs “Shall”

SOGs “Should”

P136

Front 83

Considering that non-cash (fringe) benefits, cost some jurisdictions and amount equal to ___ percent of a persons base salary, it is easy to understand why personnel services represent such a high percentage of the budget.

Back 83

50 percent

P140

Front 84

Records that are compiled during the ____ maintenance of apparatus, facilities, or pieces of equipment can predict a Trend or justify a replacement.

Back 84

Preventative

P144

Front 85

Performance is documented and measured their individual job ____ evaluation’s.

Back 85

Performance

P146

Front 86

____ records for all personnel are maintained to provide data for payroll and benefits distribution.

Back 86

Attendance

P146

Front 87

Overtime vacation leave comp time duty exchanges (exchange of work shifts between members) and Sick Leave benefits are based on the information that is included in the daily _____ records.

Back 87

Attendance

P146

Front 88

____ records that support training requirements document that an individual or unit has completed a specified number of hours of training in a specific topic.

Back 88

Attendance

P146

Front 89

The _____ is a worldwide net work, while the ____ is generally an organizational net work.

Back 89

Internet -worldwide

Intranet -organizational (within)

P148