Chapter 4 Me Flashcards
____ can help members of the department visualize the relationships between variables impacting risk and preparedness
Geographical information system
-May be located in the fire department or other government agency
All risks should be examined through the lens of the five E’s
- Education
- Engineering
- Enforcement
- Economic incentives
- Emergency response
1 Education: changing behavior by teaching people about fire and emergency prevention and response (Traditional approach)
2 Engineering: using technology to make buildings and products safer (smoke alarms, child resistant medication caps, and car seats)
3 Enforcement: Fire and building codes (enforcing these codes reduces the risk in the community)
4 Economic incentives: providing financial motivation can encourage beneficial behaviors and choices ( tax credit for sprinkler system ; imposing fines for the absence or removal of smoke alarms)
5 Emergency response:
In the CRR plan which steps are the risk assessment?
RISK ASSESSMENT
Step 1: Identify risks
Step 2: Prioritize risks
Step 3: develop strategies and tactics to mitigate risks
DEVELOPING PLAN
Step 4: prepare the CRR plan
Step 5: implement the CRR plan
Step 6: monitor, evaluate, and modify plan
Community risk reduction 6 steps are?
Step 1: Identify risks
Step 2: Prioritize risks
Step 3: develop strategies and tactics to mitigate risks
Step 4: prepare the CRR plan
Step 5: implement the CRR plan
Step 6: monitor, evaluate, and modify plan
Goals of fire and life safety education is?
To help people understand how to prevent the loss of life, injuries, and property damage from occurring and teach them how to react if an emergency occurs.
The CERT team was developed and implemented when?
By the Los Angeles fire department in 1985
CERT was moved to the citizen corps section of the federal government when?
In 2004
CERT course schedule
Session 1: Disaster preparedness
Session 2: Fire suppression
Session 3: Medical operations part 1
Session 4: Medical operations part 2
Session 5: Light search and rescue ops
Session 6: Psychological and team organization
Session 7: Case review and disaster simulation
Fixes problems, straightens out procedural glitches, corrects errors of omission, and provides information
Customer service
Focuses on meeting customers expectations
Customer satisfaction
The format and method of safety information delivery should be tailored to meet ____, _____, and _____ of the community
Language
Culture
History
_______ is required to help the customers appreciate the services the fire department is providing
Cultural sensitivity
An integral part of the community risk reduction is?
Fire and life safety
Often referred to as public education
Who developed the 7 expectations of customer service for the fire service?
CPSE
Center for public safety excellence
What are the 7 types of customer expectations?
- Explicit (I called for an ambulance why did the fire truck respond)
- Implicit (I expect that the fire will quickly be extinguished)
- Static performance (stating something and then I expect it will take that long to to get me to my location after calling 911)
- Dynamic (how the service evolves over time/experience; after my last experience, drive me to the hospital instead of calling 911)
- Technological ( why can’t fire department A speak to fire department B on the radio)
- Interpersonal ( those firefighters were fantastic. They took care of my problem and were great keeping my kids calm)
- Situational (I expected the fire department to restore the sprinkler heads that were activated in the fire)
