CHAPTER 6 REVISED 130 - 134 Flashcards
Company officers and crewmembers are the first and sometimes only contacts that ‘’ ?
Citizens have with the fire and emergency service organization
To establish a positive relationship with the community, the company officer must first know who the ‘’ CUSTOMERS are as well as where they ‘’ and ‘’ .
External customers are as well as where they live and work
The public information officer, a senior staff member, or the fire chief may be able to handle
Complex complaints or concerns from customers
’’’ are categorized into groups based on
Physical
Social
Economical characteristics
Age
occupation
sex
family size
Populations
P. 130
Sources of ‘’’ on national state or local levelS in the United States are:
US census bureau
US Department of health and human services
Local school boards
US Department of labor
State regional local government agencies
Canadian census bureau
demographic data
’’’ vary regionally between:
Urban
Suburban
Rural areas
Demographics
Classifications used to define ‘’’
Age
Gender
Sexual orientation
EthnicITY
Race
Religion
Politics,
Social economic level
Education
Diversity
The community includes the composition of the organizations area of responsibility with a mobile and shifting population. The area of responsibilities include.
Individuals who commute into the area
Live in the area or work elsewhere
Residential and the response area temporarily such as university students, tourist workers
Diversity can create challenges between service providers, and customers a lack of understanding creates a’’
US-THEM mentality that separates people
The language people use their attitudes. Their perceived priorities are often used to.
Classify them
The diversity of language, cultural customs, and cultural values should be viewed as an?
Asset
When dealing with the public the company officer must always keep good
Customer service in mind
Citizens concerns often turn into
Citizens complaints
Issues may involve something directly under the control of fire, an emergency service organizations, such as:
BR
I
WA
Burning regulations
Inspections
Weed abatements
Other issues may also involve something over which fire emergency services have no jurisdiction, such as
Parking regulations
What skills officers need when dealing with erratic citizens is
Effective listening
What can help officers understand local?idioms and nonverbal languages.
Community familiarity
Resolving all concerns, complaints, and inquiries including those involved ‘’ or ‘ is the duty of all members of the organization
Personal act or omissions
What should be model for the entire company to follow?
Quality customer service
The citizens concerned must remain a priority and until it’s resolved in some cases, the best solution is to
Let citizens speak directly to the appropriate person
One class of citizens complaints involves a members’’’ these cases must be handled with extreme care because of the sensitivity of these issues in terms of organizational image, the concern for the right of all involved in possible litigation
acts or omissions
Policies usually require ‘’ the incident
Documenting
The company officer and emergency service personnel must be aware of various groups that compromise the community for company officers the community is not just their ‘’’’ this area that they are responsible for includes:
Individuals commute into the area
Live in the area and work elsewhere
Resident in the response area temporarily such as students, tourist, or migrant workers.
immediate response area.
Resolving all concerns, complaints, inquiries, including those involving personnel acts or omissions, is the duty of -‘’’
All members of the organization.
If a citizen’s concern or complaint is voice during an EMERGENCY operation, the company officer should -
Not allow such citizen complaints or concerns to interfere with emergency operations.
The company officer’s community is -
immediate response area
organization’s area of responsibility.
