Ch15 Community Relations and Public Education Flashcards
Three ways to build community relations
- Know who the external customers are as well as the environment where they live and work
- Use the appropriate method for dealing with customer concerns and complaints
- Provide fire and life safety information and advice to citizens
Results of a statistically based study of a population
Demographics
The population is categorized into groups based on physical, social, or economical characteristics such as: (7)
- Age
- Sex
- Marital Status
- Family Size
- Education
- Geographic Location
- Occupation
Biological fact
Sex
Refers to the culturally and socially defined roles and responsibilities of males and females based on characteristics that are attributed to each group (masculine vs feminine)
Gender
In the US women comprise over __% of the population and less than __% of the workforce
53%; 47%
Foreign born population in the US has increased by ___million in the decade prior to 2000 with most originating in ____ and _____ ______
28.3 million; Asia; Latin America
The percentage of immigrants living in the US in 2000 was ___%
10.4%
Recent data indicate that __% of the Asian American population is first or second generation immigrant
70%
While the current non-Hispanic white population comprises __% of the total population, it will comprise less than __% by the year 2030
69%; 50%
Households headed by single women increased by __% in the 1990’s while the traditional family decreased by __%
25%; 24%
According to the 2001 Canadian census, Canada has __million foreign-born residents living there. The highest percentage in __years
5.4 million; 70 years
Canadians consist of ___ distinct groups that are referred to as minorities in addition to those of English and French ancestry
200
Canada’s primary source for immigrants in the past 50 years has been ____, which contributed __% of all immigrants
Asia; 58%
The three largest immigrant groups in Canada are _______, _____ ____, and _____
Chinese; South Asian; Black
The majority of all Canadian immigrants are of working age or between __ and __ years of age
25; 64
Cultural classifications used to define diversity include the following (9):
- Age
- Gender
- Sexual Orientation
- Ethnicity
- Race
- Religion
- Politics
- Socioeconomic Level
- Education
With a mobile and shifting population, the area of responsibility includes individuals who…(3)
- Commute into the area
- Live in the area and work elsewhere
- Are only in the area temporarily such as university students, tourists, or migrant workers
Benefits of diversity (2)
- Multiple viewpoints upon which to expand society
- Diversity of language, cultural customs, and cultural values as assets
Barriers of diversity (3)
- Lack of understanding creates “them-us” mentality
- Language barriers make it difficult to resolve issues or provide services
- Stereotyping
Organizational management model that uses a decentralized approach to service delivery
Village Fire Company Concept
- Richmond (VA) Fire and EMS
The most common non-English language in the US is _______, while in Canada it is ______
Spanish; French
In order to be able to communicate in a multilingual community, company officers should…(3)
- be aware of the process for contacting translators
- have knowledge of sign language
- have a working knowledge of TTY and TDD machines
The dominant culture of North America values ____ as a precious commodity
Time
Use of space in North American culture (4)
0-18” - Intimate Space
18”-4’ - Personal Space
4’-10’ - Social Space
10’+ - Public Space
Learned, long lasting, and emotionally charged moral concepts that assist people in making decisions, forming judgements, and preparing to act
Cultural Values
The means most often used by fire and EMS to enhance their organization’s public image
Public Fire and Life Safety Education
Three most effective means of providing fire and life safety information
- Group Presentations
- Media Programs
- Direct Assistance
The purpose of a fire and life safety education program
To inform members of the community or service area about the fire and life safety hazards they face and what they can do to mitigate those hazards
The scope of a fire and life safety education program
The scope should reflect the needs of the community or service area that they are designed to serve
Group presentations should be made by…
…the fire and EMS responders that serve the local area
5-Step Planning Process
Step 1: IDENTIFY major fire and life safety problems
Step 2: SELECT the most cost efficient objectives for the education program
Step 3: DESIGN the program
Step 4: IMPLEMENT the program plan
Step 5: EVALUATE the program to determine impact
Helps to identify the most significant local fire and life safety problems and concerns…and it helps to identify emerging issues
Identification Step
The exposure to a hazard
Risk
A condition, substance, or device that can directly cause an injury or loss
Hazard
The objective of this planning step is to choose the most cost effective or achievable objectives for the public fire and life safety education program
Selection
This step is the bridge between planning a fire and life safety education program and actually implementing it in the field
Design
This step is where the day to day job of public fire and life safety education happens
Implementation
This step is the “bottom line” of public fire and life safety education. It is the point for measuring the effect of education programs and modifying them as needed.
Evaluation
Indicates that there is something wrong with the public fire and life safety education program’s message, its delivery, or both
Negative Feedback
One of the first skills required of company officers when dealing with irate citizens
Effective Listening
If it is within a company officer’s means and authority to satisfy a citizen’s concern, complaint, or inquiry, then it needs to be done…(2)
- As soon as possible
- To the citizen’s satisfaction
It can be the best possible tool during periods of budget cuts and layoffs
Positive Public Image
Citizen complaints that involve an act or omission by a member of the organization must be handled with extreme care due to the sensitivity of these issues in terms of…(3)
- The organization’s image
- Concern for the rights of all involved
- Possible litigation
Represent the public and have a right and obligation to access emergency incidents and other events that involve public safety officials
Members of the news media
