Ch 7. Customer Service

Question 1

When it comes to fire suppression, response times are important. For example, in built-up areas, the Insurance Service Office (ISO) Grading Schedule generally equates a 3-minute response time to a response distance of 1.5 road miles. In predominantly single-family dwelling developments, ISO uses a ____ mile response distance as a maximum for adequate protection. (103)

Answer 1

5

Question 2

The provision of EMS is held in high regard by the public and elected officials. More and more often, firefighters are _____. (104)

Answer 2

serving as primary care providers

Question 3

Organizations that practice ____ are those that provide the best service to the public and are able to secure adequate funding from elected officials. (102)

Answer 3

quality service

Question 4

_____ are called on mainly when private-sector institutions prove to be severely inefficient and when they fail to satisfy certain minimum standards of care. (102)

Answer 4

Governments

Question 5

___ and ___ help to provide the balance needed for this monopolistic public service. They provide the FES administration with the independent oversight necessary to ensure the public they are getting professional quality service. (102)

Answer 5

Government regulation and elected officials

Question 6

The ____ should be the ultimate test of whether the public is willing to spend tax dollars on the FES budget request. (102)

Answer 6

public survey

Question 7

Most people believe they are more at risk of dying in a fire in ____ than in their own home. (103)

Answer 7

a hotel

Question 8

For [public] surveys to be meaningful, the persons completing them must have some idea of ____. (103)

Answer 8

what constitutes quality service

Question 9

5 primary areas to focus when planning customer service efforts: (103)

Answer 9

1) Fire suppression
2) EMS
3) Technical rescue service
4) Major disaster mitigation and recovery
5) Prevention and education (fire, medical, and major disasters)

Question 10

The capability of the fire department to respond with sufficient competent personnel and equipment in time to rescue any trapped occupants and confine the fire to the room of origin is ____. (103)

Answer 10

a primary customer service goal

Question 11

in rural areas that are sparsely populated, response time becomes a ____ calculation. (103)

Answer 11

cost-benefit

Question 12

Fire departments should operate on the assumption that prevention of flashover requires a response in less than ____ minutes. (103)

Answer 12

10

Question 13

The widely recommended ___ minute response for non-breathing or trauma victims is very important. (104)

Answer 13

4

Question 14

In general, longer response times equate to ____. (104)

Answer 14

fewer fire and rescue stations

Question 15

[for job performance listed in NFPA standards], the length of the training program is directly proportional to the ____. (104)

Answer 15

skills of the student

Question 16

Rather than immediately sending an engine for every call, response decisions are made after dispatch call screening and medical evaluation have occured. This is called ____. (104)

Answer 16

priority dispatching

Question 17

____ equates to survivability for many departments (104)

Answer 17

visibility to the public

Question 18

The only real advantage to running ever call as an emergency is ____. (104)

Answer 18

that it raises cal volume and awareness, giving the community a sense that the fire department is servicing their needs rather than sitting around the station waiting for the next fire.

Question 19

Overcommitment [of resources] can lead to ___. (105)

Answer 19

responder morale problems

Question 20

With the stress that comes from working a 24-hour shift, ____ can be critical. (105)

Answer 20

down time

Question 21

Moderate, repeated sleep deprivation is comparable to a blood alcohol concentration of ____. (106)

Answer 21

0.08%

Question 22

EMS systems of the future will be ____ and fully integrated with other healthcare providers and public health and public safety agencies. (106)

Answer 22

community based

Question 23

____ may be the ultimate customer service for fire safety in the future. (107)

Answer 23

Home fire sprinkler systems

Question 24

There is no better time to improve (or damage) the professional reputation of an agency than ____. (108)1

Answer 24

during fire inspections or prefire planning visits

Question 25

It is vital that inspectors ____ while issuing violations to maintain public trust and respect. (108)

Answer 25

cite the correct code

Question 26

As noted by the NFPA ____ of fire deaths occur in the home. (109)

Answer 26

80%

Question 27

The best time to do home inspections is ____. (109)

Answer 27

between 7 and 9 pm

Question 28

An effective enforcement program is made up of the following 4 steps: (109)

Answer 28

1) Code adoption
2) Plan review
3) fire inspections
4) maintenance fire inspections

Question 29

The success of fire inspections is directly related to the correctness and thoroughness of the ____. (109)

Answer 29

plan review

Question 30

These inspections can be combined with prefire plan visits. (110)

Answer 30

maintenance fire inspections

Question 31

____ are the method of choice to prevent disease and injuries. (110)

Answer 31

preventative medicine education and treatment