Ch 7. Customer Service Flashcards
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)
5
The provision of EMS is held in high regard by the public and elected officials. More and more often, firefighters are _____. (104)
serving as primary care providers
Organizations that practice ____ are those that provide the best service to the public and are able to secure adequate funding from elected officials. (102)
quality service
_____ 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)
Governments
___ 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)
Government regulation and elected officials
The ____ should be the ultimate test of whether the public is willing to spend tax dollars on the FES budget request. (102)
public survey
Most people believe they are more at risk of dying in a fire in ____ than in their own home. (103)
a hotel
For [public] surveys to be meaningful, the persons completing them must have some idea of ____. (103)
what constitutes quality service
5 primary areas to focus when planning customer service efforts: (103)
1) Fire suppression
2) EMS
3) Technical rescue service
4) Major disaster mitigation and recovery
5) Prevention and education (fire, medical, and major disasters)
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)
a primary customer service goal
in rural areas that are sparsely populated, response time becomes a ____ calculation. (103)
cost-benefit
Fire departments should operate on the assumption that prevention of flashover requires a response in less than ____ minutes. (103)
10
The widely recommended ___ minute response for non-breathing or trauma victims is very important. (104)
4
In general, longer response times equate to ____. (104)
fewer fire and rescue stations
[for job performance listed in NFPA standards], the length of the training program is directly proportional to the ____. (104)
skills of the student
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)
priority dispatching
____ equates to survivability for many departments (104)
visibility to the public
The only real advantage to running ever call as an emergency is ____. (104)
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.
Overcommitment [of resources] can lead to ___. (105)
responder morale problems
With the stress that comes from working a 24-hour shift, ____ can be critical. (105)
down time
Moderate, repeated sleep deprivation is comparable to a blood alcohol concentration of ____. (106)
0.08%
EMS systems of the future will be ____ and fully integrated with other healthcare providers and public health and public safety agencies. (106)
community based
____ may be the ultimate customer service for fire safety in the future. (107)
Home fire sprinkler systems
There is no better time to improve (or damage) the professional reputation of an agency than ____. (108)1
during fire inspections or prefire planning visits
It is vital that inspectors ____ while issuing violations to maintain public trust and respect. (108)
cite the correct code
As noted by the NFPA ____ of fire deaths occur in the home. (109)
80%
The best time to do home inspections is ____. (109)
between 7 and 9 pm
An effective enforcement program is made up of the following 4 steps: (109)
1) Code adoption
2) Plan review
3) fire inspections
4) maintenance fire inspections
The success of fire inspections is directly related to the correctness and thoroughness of the ____. (109)
plan review
These inspections can be combined with prefire plan visits. (110)
maintenance fire inspections
____ are the method of choice to prevent disease and injuries. (110)
preventative medicine education and treatment
