Chapter #9

Question 0

All fire emergency service organizations have the following three types of customers.

Answer 0

Internal
External
Stakeholders

Question 1

All fire officers must understand the basic concept of customer service. They must be able to perform the following actions.

Answer 1

– Define the customer base
– Identify what all customers need, want, and desire
– Monitor the delivery of the organizations service as it relates to these needs, wants. And desires

Question 2

Information on the needs/wants/desires of customers can be gathered through a _______
method where the organization simply waits for a customer to express a specific need, want, or desire. This approach takes very little effort in terms of time and money.

Answer 2

Passive

Question 3

A second approach is more active by taking the initiative and seeking information on a regular basis from internal and external customers and stakeholders. This approach may be accomplished in numerous ways including.

Answer 3

Periodic meetings
Surveys
Informal interviews

Question 4

For the effective and efficient operation of any fire and emergency service organization and use of resources through standardized systems,____and____ are essential.

Answer 4

Written policies

Procedures

Question 5

The following methods can be used to ensure policies and procedures are fully understood and complied with.

Answer 5

Distribute in written or electronic format
Communicate to all members
Post in a conspicuous place in all facilities

Question 6

A ____ ____ determines whether current policies are effective and enforceable. It also determines whether resulting problems are caused by lack of policies.

Answer 6

Policy analysis

Question 7

When it becomes apparent that a policy or procedure must be revised, replaced, or abandoned, the actual process steps can be based on the steps used in the decision-making process. The national fire Academy suggest using the following simplified model.

Answer 7

Define problem
Collect information
Generate alternative options
Evaluate alternative options
Select one option

Question 8

____ are based on the authority delegated to the fire officer to implement organizational policies and procedures.

Answer 8

Orders

Question 9

A ____ is not based on a policy or procedure it is more in the nature of a request

Answer 9

Directive

Question 10

The term ____ can be defined as a planned quantitative allocation of resources for specific activities.

Answer 10

Budget

Question 11

The budgets of government jurisdictions are more than lists of proposed expenditures and expected revenue. They perform three vital functions for government by

Answer 11

1. Describing and identifying the relationship between different task.
2. Providing assistance in the decision-making process
3. Clarifying political power

Question 12

Most budgets perform the following functions.

Answer 12

Anticipate future expenditures based on the goals and objectives of the jurisdiction or organization
Review the effectiveness of the past budget performance
Establish and reinforce governmental policy
Assign responsibility for accomplishment of goals and objectives

Question 13

In general the following two phrases describe budgets.

Answer 13

Budget system

Budget type

Question 14

Budget system_

Answer 14

Model or format to which a budget process conforms

Question 15

Budget types_

Answer 15

Description of how costs or revenues are divided between capital and operational purchases

Question 16

Line item budgeting_

Answer 16

Consist of list of revenue sources and proposed expenditures for the budget cycle

Question 17

Zero-based budgeting_

Answer 17

Requires all expenditures to be justified at the beginning of each budget cycle.

Question 18

Matrix budget_

Answer 18

Involves a variety of independent units assigned to a limited duration project.

Question 19

Program budgeting_

Answer 19

Uses separate categories of programs or activities.

Question 20

Performance budgeting_

Answer 20

Uses categories of function or activity based on projected performance.

Question 21

Planning programming budgeting system_

Answer 21

Links planning and budgeting through program development

Question 22

In general, two types of budget are used by public organization.____ and ____.

Answer 22

Operating and day to day operation

Question 23

A ____ budget includes projected major purchases - items that cost more than a certain specified amount of money and are expected to last more than 1 year (usually 3 or more).

Answer 23

Capital budget

Question 24

An organizations____ is used to pay for the recurring expenses of day-to-day operations.

Answer 24

Operating budget

Question 25

The largest single item in the operating budget of most career organizations is____.

Answer 25

Personnel cost salaries and benefits

Question 26

In many organizations personnel cost represent as much as ____ %
of the operating budget.

Answer 26

90

Question 27

A____ is an account whose assets are managed by a trustee or a board of trustees for the benefit of another party or parties.

Answer 27

Trust

Question 28

____ Trust our funds from which only income from capital may be expended

Answer 28

Perpetual trust

Question 29

____ trust our funds from which both income and capital may be expended.

Answer 29

Long-term

Question 30

____ trust our funds that are spent in the current year for some expressed purpose.

Answer 30

Short-term

Question 31

An ____ fund is established to finance and account for the acquisition, operation, and maintenance of government facilities and services that are entirely or predominantly self-supporting by user fees such as water and sewer services fees.

Answer 31

Enterprise

Question 32

____ Funds are deposited into accounts that are created to receive money from a single source such as building or smoke detector inspections. Only the organization can withdraw funds from the account and it can only be used for a very specific expenses.

Answer 32

Restricted

Question 33

A____ fund is on account that receives a specified amount of revenue that will be used in the future to pay off a jurisdictions indebtedness

Answer 33

Sinking

Question 34

Currently the US fire administration through the Department of Homeland Security offers 3 types of grants to fire and emergency service organizations.

Answer 34

Assistance to firefighters Grant (AFG)
Staffing for adequate fire and emergency response Grant (SAFER)
Fire prevention and safety grants (FP&S)

Question 35

The 6 steps involved in the budget process are

Answer 35

Planning
Preparation
Implementing
Monitoring
Evaluating
Revising

Question 36

Officers should keep in mind the following two types of spending that exist in any organization.

Answer 36

Fixed cost spending

Discretionary spending

Question 37

____ mandated purchases of costs such as assessments to the sinking fund, personnel wages, and personnel benefits.

Answer 37

Fixed cost spending

Question 38

____ spending that occurs after fixed costs are paid. May include the purchase of new equipment or the upgrade and /or implementation of a new program.

Answer 38

Discretionary spending