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Red Book > Chapter 6: Administrative Functions > Flashcards

Chapter 6: Administrative Functions Flashcards

1
Q

The groups of people the fire and emergency service organizations serve are often referred to as ________?

A

Customers

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2
Q

The customer service concept is valuable to any organization. In the private sector, the bottom line is the profit or loss of the business. In emergency services organizations, customer satisfaction and the value you bring to the ______ is the bottom line

A

Community

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3
Q

Who makes up the “customer base” for fire and emergency services?

A

Internal
External
Stakeholder

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4
Q

What member of the “customer base” provides the majority of the funds need to operate the fire organization?

A

External customers

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5
Q

What are the “wants” of internal customers or members of the fire organization?

A 
Fair compensation
	Reasonable benefits
	Position security
	Rewarding experiences
	Safe working environments
	Ethical leadership
	Dignity
	Feeling of being integral part of department
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6
Q

What satisfies most of the tangible needs of career and combination organizations?

A

Labor/management agreement and/or civil service process

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7
Q

What are the basic needs of external customers?

A

Protection of lives and property from fire and other hazards

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8
Q

What are the three characteristics of the negative side effects of the passive method of information gathering?

A

Reactive
Crisis oriented
Biased

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9
Q

What method of information-gathering is used when the organization simply waits for a customer to express a specific need, want or desire?

A

Passive

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10
Q

What method of information-gathering is used when a organization takes initiative and seeks information on a regular basis?

A

Active

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11
Q

What are the three sources of information an organization uses for information gathering methods?

A

Meetings
Informal Interviews
Surveys

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12
Q

An active approach of information-gathering can be accomplished through periodic meetings, surveys, and informal interviews, each of these ways is based on the concept of what?

A

Feedback

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13
Q

Listening to _______ is a primary method for determining the needs, wants, and desires of any of the three groups of customers

A

Feedback

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14
Q

What are three sources of information for information gathering methods?

A

Formal or periodic meetings
Informal interviews
Surveys

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15
Q

What is the beginning of the customer service process?

A

Gathering information on customer needs/wants/desires

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16
Q

How does an organization determine the success or failure of any change in service?

A

Monitors the outcome of the change

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17
Q

What is the term for a guide to organizational decision-making?

A

Policy

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18
Q

Organizational policies originate with ______ management and are disseminated to lower levels for implementation

A

Top management

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19
Q

_______ are created when formal written guidelines or criteria are needed for the operation of the organization

A

Policies

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20
Q

The company officer’s duty regarding policies is to understand and apply them _____ and _______

A

Fairly and consistently

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21
Q

A policy _____ determines if current policies are effective and enforceable or if the lack of polices caused problems

A

Analysis

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22
Q

When does a policy analysis often occur?

A

When an organization is experiencing internal difficulty

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23
Q

A _____ details in writing the steps to follow in conducting organizational policy for some specific, recurring problem or situation

A

Procedure

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24
Q

What are the seven indications that a policy or procedure needs to be revised?

A

Internal/external customer complaints
Increase in policy or procedure infractions
Injuries or property loss due to a failure of the policy or procedure
Change in the resources used to accomplish the task
Change in the problem that the policy or procedure was intended to solve
New technology
Legal mandates

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25
Q

______ and ________ can be used interchangeably depending upon the organization and are based upon the authority delegated to the company officer

A

Orders and directives

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26
Q

What are common revenue sources that fund an organizations budget?

A 
Taxes
	Fees
	Fundraising events
	Private and corporate donations
	Government subsidies and grants
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27
Q

Public organizations have how many types of budgets?

A

2

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28
Q

What are the two types of budgets for public organizations?

A

Capital and Operating

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29
Q

________ budgets deal with projected major purchases

A

Capital

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30
Q

________ budgets deal with recurring expenses of day to day operation

A

Operating

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31
Q

Who is the first level of supervision in an organization?

A

Company officer

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32
Q

A capital budget includes projected major purchases — items that cost more than a certain specified amount of money and are expected to last more than __ year (usually __ or more years)

A

1 year

Usually 3 or more years

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33
Q

What is the largest single item in the operating budget of most career organizations?

A

Personnel costs— salaries and benefits

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34
Q

Personnel costs are sometimes called what?

A

Personnel services

35
Q

Personnel costs may represent as much as ___% of the operating budget

A

90%

36
Q

Non cash (fringe) benefits cost some jurisdictions an amount equal to ___ percent of a person’s base salary

A

50%

37
Q

What is step 6 of the budget process?

A

Revise

38
Q

What is step 1 of the budget process?

A

Plan

39
Q

What is step 5 of the budget process?

A

Evaluate

40
Q

What is step 2 of the budget process?

A

Prepare

41
Q

What is step 4 of the budget process?

A

Monitor

42
Q

What is step 3 of the budget process?

A

Implement

43
Q

Which step of the budget process includes justifications, internal and external reviews?

A

Step 2 prepare

44
Q

What are the steps of a budget process?

A 
Planning
Preparing
Implementing
Monitoring
Evaluating
Revising
45
Q

What are the five sources of information used for planning budgets for the next fiscal year?

A 
Tax projections
	Expected grants and subsidies
	Expected fees for services
	Bond sales
	Funds from other sources
46
Q

What are the three different categories of spending?

A

Fixed cost
Discretionary
Emergency

47
Q

What is the basis for information used in justifying a budget request?

A

Through research

Internal records

48
Q

What documentation is used to prepare the budget?

A

Research

Internal records

49
Q

Who performs the internal review of the budget process?

A 
Organizations administrator
			or
	Chief/manager of the department
			or
	Staffs of both organizations
50
Q

What is the final review that the budget process receives?

A

External review

51
Q

After the internal review of the budget process who is the budget request submitted to?

A

Governing body for external review

52
Q

After the internal review of the budget process the budget is incorporated into what document?

A

Combined budget request for entire parent organization

53
Q

What are six causes for a budget to be revised during the budget cycle?

A 
Decrease in revenue
	Increase in operating costs
	Underestimation of actual costs
	Increase in service requirements
	Change in labor/management agreement
	Unforeseen or catastrophic occurrence
54
Q

What is the term for the systematic control of an organizations records to ensure quick access to information?

A

Records management

55
Q

Fire and emergency services organizations primarily maintain what types of records?

A 
Budget
	Inventory
	Maintenance (preventive and corrective)
	Activity
	Personnel
56
Q

What are the categories of personnel records?

A 
Training
	Performance
	Attendance
	Hazmat
	Medical exposures
	Medical
57
Q

What items are included in inventory and fixed assets records?

A 
Materials
	Equipment
	Facilities
	Land
	Apparatus
		in the possession of the organization
58
Q

What part of the organization generally maintains inventory and fixed-assets records?

A

Administration or logistics branch

59
Q

What are the two categories of maintenance records?

A

Preventive

Corrective

60
Q

______ maintenance is performed to prevent damage, reduce wear, and extend the use life of an item, vehicle, or facility

A

Preventive maintenance

61
Q

_______ maintenance is always possible due to an unforeseen event

A

Corrective maintenance

62
Q

What individual maintains and analyzes maintenance records?

A

Logistics chief/manager

63
Q

Deciding to repair or replace an item is based on what two components of that item?

A

Maintenance record

Life expectancy

64
Q

What type of records are the basis for planning and justifying budget requests?

A

Activity records

65
Q

Activity records can also be called what?

A

Incident reports

66
Q

Activity records include information about what five activities?

A 
Emergency and nonemergency response
	Inspections
	Investigations
	Training
	Communications
67
Q

Activity records are maintained at what levels of an organization?

A

Company
District/battalion
Administrative

68
Q

All personnel records are confidential with the exception of?

A

Attendance (Daily personnel roster) and similar documents

69
Q

Personnel records are maintained at what levels of an organization?

A 
Company
	District or Battalion
	Administrative office
	Medical or Safety officer’s office
	Jurisdictions HR office
70
Q

What type of record provides historical documentation of all events, incidents, and projects that members of the organization participated in during a specific time period?

A

Activity records

71
Q

When a company officer documents company level training it should include what six items of information?

A 
Topic of training session
	Time designated for training
	Date of training
	Location
	Participants
	Outcomes
72
Q

Performance is documented and measured through ______________ evaluations

A

Personal-job performance

73
Q

Are personal job performance evaluations public or private?

A

Private

74
Q

Attendance records for all personnel are maintained to provide data for what two things?

A

Payroll

Benefit distribution

75
Q

Overtime, vacation leave, compensatory time, duty exchanges, and sick leave benefits are based on the information that is included in what record or document?

A

Daily attendance records

76
Q

What documents or examinations are included in an employees medical records?

A 
Pre employment medical examination
	Periodic medical evaluations and examinations
	Post medical-leave examination
	Periodic medical evaluations
	Post termination medical examination
77
Q

Exposures to patients with communicate diseases should be reported and organizations should keep these records for how many years?

A

30 years after employee retires

78
Q

Medical records are kept on employees for how many years?

A

Duration of employment plus 30 years

79
Q

What is the difference between internet and intranet?

A

Intranet is for organization only

80
Q

What are the four internet specific concerns?

A

Sites that are inappropriate
Accuracy of some of the information
Data and email messages live forever
Social media sites

81
Q

What types of laws and acts define the type of records that are available tot he public and news media?

A

Open meeting laws

Open records acts

82
Q

Incident reports or fire investigations are available to what civilians?

A

Those who were involved in the incident or own the property that was involved in the incident

83
Q

What individual is the first level of supervision?

A

Company officer

Red Book (11 decks)

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