Company Officer Ch 6 Flashcards
Which of the following BEST describes the bottom line of customer service in emergency service organizations? (144)
Customer satisfaction and value to community
A public that is dissatisfied with a fire and emergency service organization’s customer service is MOST likely to demand changes in: (144)
leadership.
Which of the following BEST describes who the internal customers of a fire and emergency service organization are? (145)
All responders and staff
The wants of internal customers are MOST likely to include: (145)
position security.
Which of the following is MOST likely to help satisfy the intangible needs of internal customers? (145)
Company officers
Which of the following is MOST likely to be a basic need of external customers? (146)
Access to competent emergency medical care
Which method of customer service information gathering requires little effort or money? (146)
Passive
An active approach to customer service information gathering is based on listening to: (146)
feedback.
Which of the following is the BEST reason for having a meeting for information-gathering purposes? (146)
Involves customers in a decision-making process
What action comes after gathering customer service information? (147)
Information interpretation
The process of monitoring the outcome of any changes made to customer service policy is called: (147)
service-delivery monitoring.
Which of the following is the BEST description of policies and procedures found in fire and emergency services organizations? (147)
An organization’s expectations based on models and plans
An organization’s policies and procedures is MOST likely to also be known as: (147)
standard operating procedures.
Which of the following BEST describes the process of making changes to policies and procedures? (148)
Organizations should have a process for evaluating the need for changes.
Which of the following BEST describes the purpose of a fire and emergency service organization’s policies? (148)
Provide formal written guidelines needed for operation
Which of the following BEST describes the goal of policy analysis in fire and emergency service organizations? (148)
Determines if policies are enforceable
What BEST describes the influence of government laws and ordinances on a fire and emergency service organization’s policies? (149)
They can be imposed by local, state, or federal governments.
What BEST describes a company officer’s responsibility regarding a fire and emergency service organization’s procedures? (149)
Responsible only for implementing
Which of the following is MOST likely to be an indication that revisions should be made to policies and procedures? (150)
New technology being used
What responsibilities do company officers have in the revision and monitoring process of policies and procedures? (150)
Communicating problems or concerns to supervisors
What is MOST likely to be the benefit of using orders and directives? (150)
Provide written documentation of procedure
Which of the following BEST describes an officer’s orders at an emergency incident? (150)
Mandatory
The budget of fire and emergency service organizations generally refers to the narrow financial budget listing of: (151)
proposed expenditures and expected revenue sources.
Which of the following BEST describes what the company officer may be responsible for preparing in the budget process? (151)
Budget requests to obtain operation materials
The two types of budgets used by public organizations include operating and: (151)
capital.
Which type of budget includes personnel salaries and benefits? (152)
Operating
When do the planning steps of the budget process occur? (152)
Throughout the fiscal year
What is the second step in the budget process of fire and emergency service organizations? (152)
Preparation
Which step of the budget process is BEST described as identifying an approved course of action for funds? (153)
Implementation
Which step in the budget process is MOST likely to help prevent a budget crisis in the event of fiscal changes? (153)
Monitoring
Records management is the _____ control of an organization’s records to ensure quick access to information. (154)
systematic
Which of the following BEST describes what company officers are responsible for in records management? (154)
Organizing file structures
Which type of record is MOST likely to include budget requests that have not been funded? (154)
Budget
Inventory records are BEST described as records of: (155)
fixed-assets
Changes in inventory records must be noted, reported, and in some cases: (155)
justified.
Which type of record is MOST likely to be used to justify the replacement of outdated equipment? (155)
Maintenance
Which type of maintenance record is MOST likely to address damage to equipment from operator error? (156)
Corrective
The decision to repair or replace equipment is based on its maintenance record, as well as its: (156)
frequency of use.
Activity records (incident reports) are MOST likely to include information about: (156)
nonemergency responses.
All personnel records must be kept confidential, except for _____ records. (157)
attendance
Which type of record is MOST likely to be important for receiving accreditation from outside associations? (157)
Training
Which type of record is MOST likely to help steer subordinates towards success? (157)
Performance
Which type of record is MOST likely to be used to provide data for payroll and benefit distribution? (157)
Attendance
Hazmat or biological/medical exposure records are a part of medical records that include exposures to: (158)
smoke.
Which type of record is MOST likely to be used to support hazmat exposure records? (158)
Attendance
All medical records are kept 30 years after: (158)
the end of employment.
Medical records kept by fire and emergency service organizations are MOST likely to include: (158)
pre-employment medical exams.
The company officer’s role in using computer-based electronic data storage/retrieval systems is BEST described as understanding the laws regarding: (158
the proper use of the system.
The term intranet is MOST likely to be used to describe how _____ computers are linked. (159)
all fire service organizations’
A fire and emergency service organization’s personnel should not have any expectations of privacy when: (160)
using personal mobile devices.
Public access to an organization’s records is MOST likely to include any organizational records other than: (160)
personnel files.
