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C/O 5th Edition > Chapter 6 Administrative Functions > Flashcards

Chapter 6 Administrative Functions Flashcards

1
Q

Which of the following is an example of a basic need for external customers?

A

Protection of property from hazards

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2
Q 
The passive approach method of customer service information gathering requires:
A. Surveys.
B. Little effort.
C. Weekly meetings.
D. Informal interviews.
A

B. Little effort.

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3
Q

Which of the following is the BEST way to practice active information gathering for customer service?

A

Conducting surveys following in emergency response

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4
Q

Within the customer concept, information interpretation is BEST described as a way to analyze the needs/wants/desires of customers in order to determine:

A

Operational change suggestions, fiscal requirements, and priorities.

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5
Q

Which of the following is BEST identified as expectations that are based upon an organizational model, as well as upon strategic and operational plans?

A

Policies and procedures

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6
Q

Which of the following is the BEST way to help ensure understanding and compliance of policies and procedures?

A

Verify receipt by all personnel.

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7
Q

Which of the following may be created as a result from an appeal to management looking for guidance in making decisions on exceptional situations?

A

Policies

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8
Q

The purpose of___is to determine if policies are effective and enforceable.

A

Policy analysis

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9
Q

Which of the following is BEST known as the written steps to follow when conducting organizational policy for some specific, recurring problem or situation?

A

Procedures

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10
Q

Which of the following BEST describes the reason for establishing standard operating procedures within an organization?

A

Provides a consistent point of reference that helps all members perform to a measurable standard

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11
Q

Which of the following is MOST likely to be an indication that revisions should be made to policies and procedures?

A

Legal mandates

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12
Q

Which of the following is MOST likely to be a responsibility of company officers in the revision and monitoring process of policies and procedures?

A

Administrating policies and procedures at the first level of supervision.

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13
Q

Which of the following statements BEST describe a company officer’s communication responsibility at an emergency?

A

The company officer may issue verbal or written orders and directives.

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14
Q

What is one step that company officer should take with regard to enforcing unpopular orders?

A

Make every effort to find out the reasons for the order being implemented.

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15
Q

Proposed expenditures and expected revenue sources are part of an organization’s:

A

Budget

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16
Q

Taxes, fees, fundraising events, corporate donations, and government subsidies are examples of:

A

Common revenue sources

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17
Q

Which of the following BEST describes what a company officer must understand about the budget process?

A

Types of revenue sources available

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18
Q

The two types of budgets used by public organizations include Capital and:

A

Operating

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19
Q

Which type of budget includes items that cost more than a certain specified amount of money and are expected to last more than one year?

A

Capital

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20
Q

Which type of budget typically includes the recurring expense of apparatus and vehicle fuel?

A

Operating

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21
Q

What is the first step in the budget process?

A

Planning

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22
Q

Which of the following BEST describes when the budget planning process occurs?

A

Throughout the current fiscal year

23
Q

During which step of the budget process are estimated revenues translated into preliminary budget priorities?

A

Preparation

24
Q

Which of the following is a consideration that may be part of the second step in the budget process?

A

Justifications

25
Q

Implementation is BEST described as the phase during the budget process in which administrators, department heads, managers, and supervisors will:

A

Have the funds to turn budget into reality.

26
Q

Which of the following is MOST likely to be a cause for a budget revision?

A

Increase in service requirements

27
Q

The systematic control of an organization’s records in order to ensure quick access to information is known as:

A

Records management

28
Q

Which of the following is MOST likely to be a responsibility for company officers and records management?

A

Creating reports that become part of the system

29
Q

Which of the following is MOST likely to be included in budget records?

A

Surplus sales

30
Q

Fixed assets would MOST likely be found in which type of records?

A

Inventory

31
Q

What are two distinct categories in maintenance records that hold significant legal value when an organization has to go to court over an incident involving a piece of its equipment?

A

Preventative and corrective

32
Q

Reducing wear, preventing damage, and extending the useful life of a vehicle is one goal of:

A

Preventative maintenance

33
Q

Maintenance records are MOST likely to be used to justify:

A

Replacement of outdated equipment.

34
Q

Which of the following would MOST likely be part of activity records?

A

Emergency responses

35
Q

Which of the following BEST describes personnel records?

A

They may be maintained at various levels and locations

36
Q

Which of the following is a component that should be included in a training record for personnel?

A

Outcomes

37
Q

Performance of evaluations are MOST likely used to help individuals:

A

Reinforce good skills and discipline

38
Q

Attendance records for all personnel are maintained in order to provide data for:

A

Payroll and benefit distribution.

39
Q

Which hazardous materials exposure would MOST likely be documented in personnel medical records?

A

Chemicals

40
Q

Medical records must be maintained for every employee ___after the end of employment.

A

30 years

41
Q

Which of the following would MOST likely be included in personnel medical records?

A

Post-medical-leave exams

42
Q

What is one responsibility that company officers have in regard to electronic data storage/retrieval?

A

Must learn to use the computer-based system to stay current

43
Q

Which of the following provides access to a worldwide network through a computer system?

A

Internet

44
Q

When personnel use organizational equipment or any personal devices connected to the organization’s Electronic Data Systems, they should:

A

Not expect emails, text messages, or blogs to remain private.

45
Q

Which type of customer refers to responders, staff, and officers within a fire and emergency service organization?

A

Internal

46
Q

Organizations should develop and adopt policies to limit access to____records to only those personnel with a legal right to know.

A

Confidential

47
Q

Public access to organizations records is Most likely to exclude____ records.

A

Personnel

48
Q

Members of the general population who are beneficiaries of the services provided are known as ______ customers.

A

External customers

49
Q

External customers basic needs are?

A

Generally protection of their lives and property

50
Q

A guide to organizational decision-making/define the boundaries and standards that administration expects/Company officers duty is to understand and apply___fairly and consistently

A

Policies

51
Q

Determines if current policies are effective and enforceable or if the lack of policies caused problems

A

Policy analysis

52
Q

Details in writing the steps to follow in conducting organizational policy from some specific reoccurring problem or situation is known as a _____.

A

Procedure

53
Q

Can be used interchangeably and are based upon the authority delegated to the company officer

A

Orders and directives

C/O 5th Edition (7 decks)

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