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Company Officer > chapter 6 ( not on list as of yet don't study ) > Flashcards

chapter 6 ( not on list as of yet don't study ) Flashcards

admin functions

1
Q

Internal employees , external beneficiaries and stakeholders are often referred to as

A

customers p.127

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2
Q

To ensure proper level of customer service is being provided CO’s should :

  • generate productive professional relationships W/’’ and ‘’ orgs strategic plans
  • form individualized’’ w/ ‘‘within orgs policy /proc
  • ’’ personnel about community needs
A

customers, implement
relationships, stakeholders
Educate

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3
Q

employees or members would be what customers

A

internal

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4
Q

members of the general public within area we service would be what customers

A

external

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5
Q

internal customers within org their wants include – x9

A
  • fair wages
  • position security
  • safe working environments
  • dignity
  • sense of belonging
  • benefits
  • rewards
  • ethical leadership
  • appreciation p. 128
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6
Q

Internal customers should be allowed to participle in ‘’ at meeting
This participation ‘’ them , ‘’ moral and

A

decision making process
empower ,improving ,productivity

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7
Q

ancillary services include :

A
  • inspections of building
  • Teaching cpr
  • car seat safety
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8
Q

what approach makes orgs wait for customers to express specific needs , wants desires

A

passive

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9
Q

what approach makes org takes initiative to seek out info on regular basis from internal /external
(may be accomplished through meetings, surveys, informal chats or interview )

A

active

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10
Q

meeting participants may include ?

A
  • supervisors /employees
  • division managers /subordinates
  • adm and labor org rep
    p. 129
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11
Q

what ‘‘actively gathering info from customers

A

surveys

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12
Q

what type of interviews determine if changes need to be made in work environment, policies ..
Co’s may be the 1st and only contact with citizens

A

Informal interviews

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13
Q

The public ‘’ ( pio) a senior ‘’ , or the’’ may need to handle complex complaints or concerns

A

info officers, staff members , fire chief

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14
Q

Populations are categorized into groups based

A
  • Physical
  • Social
  • Economic characteristics p.130
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15
Q

Ex’s of Physical , social and Economic characteristics are ? x 7

A
  • age
  • occupation
  • sex
  • family size
  • edu
  • geographic location
  • marital status
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16
Q

sources for demographic data on the national state or local levels in us are

A
  • us census bureau
  • us dept of health and human services
  • local school board
  • dept of labar
  • state, regional and local govt agencies
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17
Q

classifications used to define diversity x 8

A
  • gender
  • sex orientation
  • ethnicity
  • race
  • religion
  • politics
  • socioeconomic level
  • edu p. 131
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18
Q

a lack of understanding creates a ‘’ mentality that separates people

A

us -them

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19
Q

one of the first skills Co’s need when dealign with customers is ?

A

effective listening p. 132

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20
Q

diversity of language, cultural customs /values should be viewed as a asset
1 class of citizens complaints involves a members ‘’

A

Act or omissions p. 133

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21
Q

’’ CRR- is a broad term that incorporates all programs that protect the public using protection, prevention and education
- program establish and develop resources needed to mitigate hazards to public

A

Community Risk reduction:

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22
Q

In US support for community risk start at the national level with ‘‘x3

A

HLS, FEMA , USFA

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23
Q

3 important components of CRR

A
  • life safety programs
  • private dwelling fire and life safety programs
  • and fire an life safety presentations
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24
Q

Fire and life safety programs include:

  • mentoring
  • community ‘’
  • fire safety of ‘’
  • juvenile ‘’
  • fire prevention ‘’
  • health ‘’
  • disaster ‘’
  • residential ‘’
A

Education
elderly/children
fire setter programs
awareness
preparedness
sprinkler system p. 134

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25
Q

primary focus of Fire and life safety presentations is to provide ‘’ and ‘’ info on risk reduction ‘’

A

effective and appropriate
issues /strategies

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26
Q

FR mission statements often include [hrases such as ‘‘and advancing ‘’

A

protection of life and property from hazards
public saftey through fire prevention, investigation and Edu programs

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27
Q

Fire ad life saftey programs initiative make connection b’tw the ‘’ and ‘’

A

FD and community fit serves

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28
Q

hoe safety surveys should be treated as ‘’ and not ‘’ tools

A

educational and not enforcement

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29
Q

all statements to the public must be

A

factual and truthful p. 135

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30
Q

in addition to the dept of Veteran affairs, Gov’t - sponsored groups offer :
adult/child ‘’
services for people w/ ‘’ and ‘’ needs
community ‘’
animal’’ and ‘’
public ‘’ clinics

A

precaution services
access/functional
center
control /rescue
health

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31
Q

written ‘’ are essential for the effective and efficent ops of any fire service

A

polices and procedures

32
Q

an org may use the following methods to ensure that polices and procedures are full understood’’ x3

A
  • distribute policy/ produces in written form
  • post them in station
  • verify personnel have received communtion
33
Q

sogs are guidelines that should be

A

followed

34
Q

what ‘’ is a guide to organizational design making

A

policy p. 136

35
Q

A policy analysis determines if current polices are ‘’ and ‘’ or its lack of policies had caused problems
- Occurs when org is experiencing ‘’

A

effective and enforceable
internal difficulty

36
Q

what ‘’ are created when formal written guidelines or criteria for the operation of the org.

A

polices

37
Q

polices are placed and maintained in ‘’ or ‘ format such as printed ‘’ or ‘’ on the orgs intranet

A

physical /electronic format
manuals / files

38
Q

a policy analysis is performed when ‘’ changes require changes to ‘’

A

operational / policies

39
Q

The co’s duty is to understand ‘’ ad apply them ‘’’ and ‘’

A

polices
fairly and consistently

40
Q

why does a policy analysis occur ?

A

org is experiencing internal difficulty. p. 137

41
Q

SOPs provide a consistent point of ‘’ that helps all organizational members perform to a measurable standard

A

reference

42
Q

Sop’s can reduce ‘’ about techniques, ‘’ and ‘’

A

misunderstandings , responsibilities and procedures

43
Q

SOPS are the basic for company level skills trying such as :’’

A

initial fire attack
ICS
RIC
FIRE ground search and rescuer

44
Q

The org should Establish a process for revising polices and procedures. Co’s should be familiar with the process :
Indicators that a policy or procedure needs to be revised
‘’/’’ customer complains
increase in ‘’ or ‘’ infrantions
injuries or ‘’ due to failure of ‘’
change in the ‘’ used to accomplish a task
change in a ‘’ that policy or procedure was intended fto solve
New ‘’
Legal “”

A

internal /external
policy/procedure
property loss /policy/prod
resources
problem
technology
mandates. 138

45
Q

at emergency incidents order or directives are considered

A

mandatory

46
Q

Co’s should exhibit strong’’ and command ‘’

A

leader ship skills
presence

47
Q

When Co’s are ‘’ it can influence the emotion and performance of personnel

A

anxious, uneasy or excited

48
Q

Budgets include both expected revenue sources and proposed expenditures such as

A
  • personal pay
  • apparatus
  • insurance
  • benefits
  • materials
  • facilites /utilties
    p. 139
49
Q

common Revenue come from:

A
  • taxes
  • fees
  • fundraising
  • private corporate donations
  • government subsidies /grants
50
Q

What are the 2 types of budgets

A

capital – majors purchases last more than a year

operating – pay for recurring expenses , day to day operations

51
Q

operating budgets also pay for :

A
  • utilities
  • office supplies
  • apparatus feuls
  • cleaning supplies
  • contract services. 140
52
Q

6 steps of budgeting :

A
  1. planning
  2. preparing
  3. implementing
  4. monitoring
  5. evaluating
  6. revising
53
Q

budget planning for the next fiscal year uses the following revenue sources

A
  • taxes
  • grants /subsidies
  • fees for service
  • bond sales
  • funds from other sourses
54
Q

preparation consideration includes

A
  • justifications
  • internal reviews
  • external reviews
55
Q

a what ‘’ defines the needs of the org and allows manufacturer or authorized distributors to decide if they can meed big specs.

A

request for proposal p. 141

56
Q

a budget might have to be revised due to :

A
  • decrease in rev
  • increase in operating
  • underestimation of actual cost
  • increase in service req
  • change in labor
  • unforeseen occurrence
57
Q

the budget identifies where x 4

A

new pp can be hired
, staff cuts,
portions filled and new equip p. 142

58
Q

personal records include the following :

A
  • training
  • performance
  • attendance
  • haz mat
    medical history
59
Q

budget records include ‘’ reports, past ‘’ and budget’’ that were not funded Purchasing records, contracts , surplus sales and other related docs should also be retained

A

status ,past , request and

60
Q

any change in inventory must be

A

noted, reported and justified p. 143

60
Q

who ‘’ usually maintains and analyzes records

A

logistic chief / manger

61
Q

records include info about

A
  • emergency and non emergency
  • inspection
  • investigation
  • training
  • injures /exposure
  • NFIRS
62
Q

what is usually performed according to a predetermined schedule to prevent damage, reduce wear, and extend useful life of item

A

preventive maintenance

63
Q

what are often due to an unforeseen event regarding repairs

A

corrective. 144

64
Q

Personnel records are confidential w/ exception of

A

attendance records

65
Q

co’s must keep all personal records

A

secure

66
Q

Training that must be documented includes :

A
  • topics
  • date
  • participants
  • time
  • location
  • outcome
    p. 145
67
Q

job performance records are part of a persons ‘’ file

A

personal

68
Q

Evaluations can help individuals to
spot ‘ and ‘ in personal performance and behavior
reinforce good’’ and ‘’
correct ‘’ behavior
improve their ‘’, ‘’, ‘’

A

trends/habits
skills/discipline
unfavorable
knowlege, skills and abilities

69
Q

exposure records document exposures to

A
  • haz mat
  • smoke
  • chemical
  • biological
  • radiological
  • or nuclear
70
Q

org must retain records for’’ years following the end of employees employment

A

30

71
Q

medical records are kepts for duration of employment plus ‘’ years

A

30

72
Q

cos must doc :
- all job related’’
- exposures to’’
- non job related ‘‘when result in sick time
- trends that show ‘‘of sick time

A

injuries
hazmat
illness
abuse p. 146

73
Q

records that must be kept confidential include

A
  • personal files
  • training records
  • medical records
74
Q

personal should not expect what when using orgs computer system

A

there info to stay private , p. 148

Company Officer (9 decks)

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