Chapter 6 • Administrative Functions

Question 1

The company officer documentation of complaints and their disposition may prove invaluable if:

Select one:

a.
an unflattering disposition needs to be edited.

b.
complaints are made during an emergency response.

c.
an issue progresses to litigation.

d.
complaints are used to improve public relations.

Answer 1

an issue progresses to litigation.

Question 2

Community risk reduction is a broad term that incorporates all programs that:
Select one:

a.
focus on providing the public a wider response area based on demographics.

b.
protect the public using protection, prevention, and education.

c.
focus on increasing community funding to fire and emergency service organizations.

d.
protect the organization from the risk of community litigation.

Answer 2

protect the public using protection, prevention, and education.

Question 3

Records compiled during the _____ maintenance of apparatus, facilities, or pieces of equipment can predict a trend or justify a replacement.

Select one:

a.
interpretation

b.
preventive

c.
resolution

d.
corrective

Answer 3

preventive

Question 4

Be familiar with local nonprofit and public community service organizations, such as YMCAs or churches, to:

Select one:

a.
collect information from to better understand internal customers.

b.
apply for grants, subsidies, and fees for the next fiscal year.

c.
refer community members in need of help or assistance.

d.
gather funding for fire and life safety programs.

Answer 4

refer community members in need of help or assistance.

Question 5

The primary focus of a fire and life safety presentation is to provide effective and appropriate information to the community on:

Select one:

a.
high-risk populations and locations.

b.
risk-reduction issues and strategies.

c.
emergency response preparation and duties.

d.
scalar-structure organizations and departments.

Answer 5

risk-reduction issues and strategies.

Question 6

Budget records may include budget status reports, past budgets, and:
Select one:

a.
budget requests that were not funded.

b.
unfulfilled mentoring budgets.

c.
incident response budgets that are not part of the public record.

d.
informal interviews and surveys about the organization’s budget.

Answer 6

budget requests that were not funded.

Question 7

In terms of computer software, company officers must learn to use programs designed for their organization’s particular:
Select one:

a.
cross-platform applications.

b.
fixed-asset records.

c.
operating system.

d.
internal network.

Answer 7

operating system.

Question 8

What branch of a fire and emergency service organization’s community risk reduction program empowers residents to act safely, reduce the potential for fire, and prepare them for unpreventable hazards?
Select one:

a.
Program evaluation and review technique charts

b.
Fire and life safety programs

c.
Community fire and life safety funding programs

d.
Fire and life reactivity programs

Answer 8

Fire and life safety programs

Question 9

Correct interpretation and application of organizational policies may require consultation with the administration through the:
Select one:

a.
governing board.

b.
functional supervisor.

c.
chain of command.

d.
decentralized authority.

Answer 9

chain of command.

Question 10

Open-meeting laws and open-records acts define the type of records that are:
Select one:

a.
available to the public and news media.

b.
inaccessible during meetings with external customers.

c.
required to address customer concerns or complaints.

d.
used to supplement ancillary services.

Answer 10

available to the public and news media.

Question 11

Which citizen concern or complaint involves something over which the fire and emergency services organization has no jurisdiction?
Select one:

a.
Actions of fire and emergency service responders

b.
Burning regulations

c.
Weed abatement

d.
Parking regulations

Answer 11

Parking regulations

Question 12

A budget may have to be revised during the budget cycle due to a(an):
Select one:

a.
decrease in demographic expenses.

b.
increase in service requirements.

c.
decrease in customer and citizen complaints.

d.
increase in policy infractions.

Answer 12

increase in service requirements.

Question 13

To refer a citizen with a concern or complaint to the appropriate authority, a company officer must know the full range of:
Select one:

a.
services included in a fire and emergency services organization’s capital and operating budget.

b.
services that are available from the fire and emergency services organization and other governmental agencies.

c.
educational and income demographics of the citizens in their extended area of responsibility.

d.
educational opportunities available to the citizen from the state and federal government.

Answer 13

services that are available from the fire and emergency services organization and other governmental agencies.

Question 14

Part of the customer service process, information on customers’ needs, wants, and desires must be analyzed to determine:
Select one:

a.
the schedule of preventive and corrective maintenance.

b.
potential operational changes, fiscal requirements, and priorities.

c.
possible limitations in the information-gathering process.

d.
the demographics of internal and external customers.

Answer 14

potential operational changes, fiscal requirements, and priorities.

Question 15

Company officers may conduct informal interviews with subordinates to determine if:
Select one:

a.
changes are needed in the work environment.

b.
disciplinary measures violate labor/management agreements.

c.
disciplinary measures need to be extended to community members.

d.
changes are needed in the size of the response area.

Answer 15

changes are needed in the work environment.

Question 16

A fire and emergency services organization’s operating budget is used to pay for the:
Select one:

a.
estimated cost of apparatus and equipment.

b.
projected major purchases the organization may need.

c.
recurring expenses of day-to-day operations.

d.
facility expenses projected for the next two years.

Answer 16

recurring expenses of day-to-day operations.

Question 17

For company officers, the community is not limited to their immediate response area but also includes:
Select one:

a.
individuals who commute into the area.

b.
unserved areas outside of jurisdictions.

c.
unincorporated land within county lines.

d.
regional apparatus manufacturers.

Answer 17

individuals who commute into the area.

Question 18

The six major steps in the budget process for a fire and emergency services organization are planning, preparing, _____, monitoring and evaluating, and revising.
Select one:

a.
reacting

b.
documenting

c.
understanding

d.
implementing

Answer 18

implementing

Question 19

An organization that uses a more _____ approach to gather information on customers’ needs, wants, and desires takes the initiative to seek out information on a regular basis from internal and external customers and stakeholders.
Select one:

a.
passive

b.
emotional

c.
active

d.
aggressive

Answer 19

active

Question 20

Fire and emergency services organizations use _____ records as the basis for planning and justifying budget requests.
Select one:

a.
exposure

b.
attendence

c.
medical

d.
activity

Answer 20

activity

Question 21

Which governmental organization is a source for demographic data?
Select one:

a.
U.S. Department of Labor

b.
Congressional Fire Service Institute

c.
Insurance Services Office

d.
National Incident Management System

Answer 21

U.S. Department of Labor

Question 22

In some organizations, company officers may assist with the development of a _____ that defines the needs of the organization and allows manufacturers or authorized distributors to decide if they can meet bid specifications.
Select one:

a.
request for budget

b.
requests for proposal

c.
revision process

d.
revision budget

Answer 22

requests for proposal

Question 23

Records of training, performance, attendance, hazardous materials or biological/medical exposure, and medical records must be kept current in an organization’s:
Select one:

a.
corrective maintenance file.

b.
mobile data terminal.

c.
polices and procedures handbook.

d.
personnel record file.

Answer 23

personnel record file.

Question 24

What is the purpose of a fire and emergency services public relations program?
Select one:

a.
To determine if changes are needed in the work environment, in policies, or in other work-related issues

b.
To build a relationship with the community that is based on trust and commitment and is aligned with the organization’s mission and vision

c.
To inform the public about unsafe behaviors and provide information on how to change those behaviors

d.
To train higher ranking officers within the organization to handle internal and external customer complaints and concerns

Answer 24

To build a relationship with the community that is based on trust and commitment and is aligned with the organization’s mission and vision

Question 25

What specifies the steps to follow when following organizational policy for some specific, recurring problem?
Select one:

a.
Written procedure

b.
Proposed standard

c.
Job performance requirement

d.
Prime directive

Answer 25

Written procedure

Question 26

Which class of citizen complaints must be handled with extreme care because of sensitivity in terms of the organization’s image, the concern for the rights of all involved, and possible litigation?
Select one:

a.
Burning regulations

b.
Public inquires

c.
Employee acts of omissions

d.
Private home surveys

Answer 26

Employee acts of omissions

Question 27

If a citizen becomes verbally abusive or threatens physical violence toward a company officer while she or he is trying to resolve their complaint, the officer should:
Select one:

a.
call for law-enforcement assistance.

b.
resolve the citizen concern or complaint.

c.
refer the citizen to a person better suited to assist them.

d.
assign the complaint to the fire chief.

Answer 27

call for law-enforcement assistance.

Question 28

Organizational policies originate with top _____ and are disseminated to lower levels for implementation.
Select one:

a.
supervisors

b.
customers

c.
management

d.
subordinates

Answer 28

management

Question 29

How do company officers use community demographics in the public service space?
Select one:

a.
To analyze specific groups within the service area in order to enhance recruiting tactics

b.
To provide enhanced functionality with equipment and capabilities for public safety needs

c.
To determine which specific groups exist within the service area in order to properly serve their needs

d.
To justify increases in expenditures in personnel, operating, and capital budgets

Answer 29

To determine which specific groups exist within the service area in order to properly serve their needs

Question 30

The decision to repair or replace a fire and emergency services organization’s item is often based on its:
Select one:

a.
funding classification and jurisdiction type.

b.
cost benefit and community value.

c.
performance evaluation and retention strategy.

d.
maintenance record and life expectancy.

Answer 30

maintenance record and life expectancy.

Question 31

Organization activity reports are entered by the company officer using:
Select one:

a.
the company/station log and specific forms for each activity.

b.
an outline with at least two subpoints under each main heading.

c.
referrals to the fire chief or to an appropriate community organization.

d.
interoperable equipment connected to the regional internet.

Answer 31

the company/station log and specific forms for each activity.

Question 32

Volunteer and combination fire and emergency services organization’s personnel should maintain accurate attendance records for both training and emergency operations to ensure that:
Select one:

a.
participants have completed a specified number of hours of training in a specific topic.

b.
participants receive credit for their participation in the activities.

c.
combination personnel receive funding in accordance with the dominant aspect of their organization.

d.
volunteer personnel are paid and receive benefits for their participation in the activities.

Answer 32

participants receive credit for their participation in the activities.

Question 33

What two types of personnel records are kept by fire and emergency services organizations for 30 years following the end of an individual’s employment?
Select one:

a.
Activity and presentation records

b.
Medical and exposure records

c.
Attendance and training records

d.
Corrective and preventive records

Answer 33

Medical and exposure records

Question 34

Individual job performance evaluations are part of employee personnel files, which are maintained by the:
Select one:

a.
supervisor.

b.
employee.

c.
community.

d.
organization.

Answer 34

organization.

Question 35

What types of fire and emergency services organization records must be kept confidential?
Select one:

a.
Contents of organizational emails

b.
Home safety surveys

c.
Radio communication records

d.
Personnel files

Answer 35

Personnel files

Question 36

Which is an indication that a organizational policy or procedure needs to be revised?
Select one:

a.
Change in a problem that the policy or procedure was intended to solve

b.
A shift in community demographics

c.
A rise in internal/external customer praise

d.
Changes in crew member behavior or performance

Answer 36

Change in a problem that the policy or procedure was intended to solve

Question 37

What are the responsibilities of firefighters during a residential fire and life safety survey?
Select one:

a.
Make sure private dwellings are up to code and ticket residents who are in code violation

b.
Assess the residence, indicate potential fire and life safety hazards, and suggest corrective actions

c.
Analyze the safety equipment in the residence, document citizen complaints, and refer citizen to public organizations

d.
Teach formal classes in CPR and residential fire codes

Answer 37

Assess the residence, indicate potential fire and life safety hazards, and suggest corrective actions

Question 38

What information should be contained in fire and emergency services organization’s inventory and fixed-assist records?
Select one:

a.
Historical documentation of all events in which organizational members have participated

b.
Information on personnel exposure incidents for the last thirty years

c.
Purchasing records, contracts, surplus sales, and other related information

d.
Information on all materials, facilities, and apparatus in the possession of the organization

Answer 38

Information on all materials, facilities, and apparatus in the possession of the organization

Question 39

One of the first skills company officers need when dealing with irate citizens is:
Select one:

a.
emotional reactivity.

b.
policy revision.

c.
document writing.

d.
effective listening.

Answer 39

effective listening.

Question 40

The internal customer base for a fire and emergency service organization is made up of employees and members of the organization while the external customer base is composed of:
Select one:

a.
centralized and decentralized fire and emergency services organizations.

b.
members of the general population within the service area who are beneficiaries of the services provided.

c.
apparatus, equipment, and supply manufacturers and suppliers.

d.
70 percent volunteer and 30 percent career firefighters.

Answer 40

members of the general population within the service area who are beneficiaries of the services provided.

Question 41

An ancillary service fire departments may engage in to support their department’s overall mission of protecting the public is:
Select one:

a.
providing assistance resolving parking regulation issues.

b.
performing fire safety inspections of the buildings in their response area.

c.
distributing organizational policies and procedures to their response area.

d.
assisting with veterans issues or issues regarding children.

Answer 41

performing fire safety inspections of the buildings in their response area.

Question 42

Properly given orders by company officers result in the need for less _____ in the future as crew members learn what is expected of them.
Select one:

a.
supervision

b.
recognition

c.
aggression

d.
conflict

Answer 42

supervision

Question 43

Company officers may have to use their organization’s intranet system that links all the organization’s computers together to:
Select one:

a.
provide access to the Internet through their computer systems.

b.
improve communication and share software and files.

c.
exchange critical or pertinent tactical information during emergency operations.

d.
work with and use the parts or equipment of another system.

Answer 43

improve communication and share software and files.

Question 44

Justifying a fire and emergency services organization’s budget request requires the company officer to supply:
Select one:

a.
evidence that citizen interests or concerns did not influence the request.

b.
documentation and supporting evidence that proves the request is valid.

c.
all operating costs related to exposures and medical records.

d.
all personnel records and documentation to the budgeting board.

Answer 44

documentation and supporting evidence that proves the request is valid.

Question 45

A fire and emergency services organization conducts a policy analysis to:
Select one:

a.
establish if policies mirror those of a neighboring organization.

b.
prepare for the semi-annual and annual organizational audits.

c.
keep up with regular maintenance and cleaning schedules.

d.
determine if current policies are effective and enforceable.

Answer 45

determine if current policies are effective and enforceable.

Question 46

Fire and emergency services organization’s budget planning for the next fiscal year uses potential revenue sources such as:
Select one:

a.
fringe benefits.

b.
projected taxes.

c.
federal income taxes.

d.
projected utilities.

Answer 46

projected taxes.

Question 47

Which fire and emergency services budget type includes items that cost more than a specified amount of money and are expected to last more than one year?
Select one:

a.
Capital budget

b.
Bond budget

c.
Cost recovery budget

d.
Personnel budget

Answer 47

Capital budget

Question 48

Allowing internal customers to participate in the decision-making process at meetings empowers them, improving morale and:
Select one:

a.
personnel costs.

b.
productivity.

c.
absenteeism.

d.
revenue sources.

Answer 48

productivity.

Question 49

What community characteristic, if not understood and respected, can make it extremely difficult for fire and emergency service organizations to resolve issues within their service areas?
Select one:

a.
Exposure hazards

b.
Infrastructure

c.
Diversity

d.
Natural resources

Answer 49

Diversity