Chapter 6 Administrative Functions Flashcards
Which of the following is an example of a basic need for external customers?
Protection of property from hazards
The passive approach method of customer service information gathering requires: A. Surveys. B. Little effort. C. Weekly meetings. D. Informal interviews.
B. Little effort.
Which of the following is the BEST way to practice active information gathering for customer service?
Conducting surveys following in emergency response
Within the customer concept, information interpretation is BEST described as a way to analyze the needs/wants/desires of customers in order to determine:
Operational change suggestions, fiscal requirements, and priorities.
Which of the following is BEST identified as expectations that are based upon an organizational model, as well as upon strategic and operational plans?
Policies and procedures
Which of the following is the BEST way to help ensure understanding and compliance of policies and procedures?
Verify receipt by all personnel.
Which of the following may be created as a result from an appeal to management looking for guidance in making decisions on exceptional situations?
Policies
The purpose of___is to determine if policies are effective and enforceable.
Policy analysis
Which of the following is BEST known as the written steps to follow when conducting organizational policy for some specific, recurring problem or situation?
Procedures
Which of the following BEST describes the reason for establishing standard operating procedures within an organization?
Provides a consistent point of reference that helps all members perform to a measurable standard
Which of the following is MOST likely to be an indication that revisions should be made to policies and procedures?
Legal mandates
Which of the following is MOST likely to be a responsibility of company officers in the revision and monitoring process of policies and procedures?
Administrating policies and procedures at the first level of supervision.
Which of the following statements BEST describe a company officer’s communication responsibility at an emergency?
The company officer may issue verbal or written orders and directives.
What is one step that company officer should take with regard to enforcing unpopular orders?
Make every effort to find out the reasons for the order being implemented.
Proposed expenditures and expected revenue sources are part of an organization’s:
Budget
Taxes, fees, fundraising events, corporate donations, and government subsidies are examples of:
Common revenue sources
Which of the following BEST describes what a company officer must understand about the budget process?
Types of revenue sources available
The two types of budgets used by public organizations include Capital and:
Operating
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?
Capital
Which type of budget typically includes the recurring expense of apparatus and vehicle fuel?
Operating
What is the first step in the budget process?
Planning
Which of the following BEST describes when the budget planning process occurs?
Throughout the current fiscal year
During which step of the budget process are estimated revenues translated into preliminary budget priorities?
Preparation
Which of the following is a consideration that may be part of the second step in the budget process?
Justifications
Implementation is BEST described as the phase during the budget process in which administrators, department heads, managers, and supervisors will:
Have the funds to turn budget into reality.
Which of the following is MOST likely to be a cause for a budget revision?
Increase in service requirements
The systematic control of an organization’s records in order to ensure quick access to information is known as:
Records management
Which of the following is MOST likely to be a responsibility for company officers and records management?
Creating reports that become part of the system
Which of the following is MOST likely to be included in budget records?
Surplus sales
Fixed assets would MOST likely be found in which type of records?
Inventory
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?
Preventative and corrective
Reducing wear, preventing damage, and extending the useful life of a vehicle is one goal of:
Preventative maintenance
Maintenance records are MOST likely to be used to justify:
Replacement of outdated equipment.
Which of the following would MOST likely be part of activity records?
Emergency responses
Which of the following BEST describes personnel records?
They may be maintained at various levels and locations
Which of the following is a component that should be included in a training record for personnel?
Outcomes
Performance of evaluations are MOST likely used to help individuals:
Reinforce good skills and discipline
Attendance records for all personnel are maintained in order to provide data for:
Payroll and benefit distribution.
Which hazardous materials exposure would MOST likely be documented in personnel medical records?
Chemicals
Medical records must be maintained for every employee ___after the end of employment.
30 years
Which of the following would MOST likely be included in personnel medical records?
Post-medical-leave exams
What is one responsibility that company officers have in regard to electronic data storage/retrieval?
Must learn to use the computer-based system to stay current
Which of the following provides access to a worldwide network through a computer system?
Internet
When personnel use organizational equipment or any personal devices connected to the organization’s Electronic Data Systems, they should:
Not expect emails, text messages, or blogs to remain private.
Which type of customer refers to responders, staff, and officers within a fire and emergency service organization?
Internal
Organizations should develop and adopt policies to limit access to____records to only those personnel with a legal right to know.
Confidential
Public access to organizations records is Most likely to exclude____ records.
Personnel
Members of the general population who are beneficiaries of the services provided are known as ______ customers.
External customers
External customers basic needs are?
Generally protection of their lives and property
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
Policies
Determines if current policies are effective and enforceable or if the lack of policies caused problems
Policy analysis
Details in writing the steps to follow in conducting organizational policy from some specific reoccurring problem or situation is known as a _____.
Procedure
Can be used interchangeably and are based upon the authority delegated to the company officer
Orders and directives
