Section 7- PFD Way Flashcards
1
Q
Section 7 is:
A
The PFD Way
2
Q
The PFD Way is a philosophy that describes in detail the way each Phoenix Fire Department member, regardless of rank or position, is expected to perform, ______, and interact with each other and the public.
A
behave
3
Q
Putting this philosophy into practice requires a constant,__________ effort from each of us.
A
conscious
4
Q
It describes our vision and ________ , our standards, and our ideals.
A
values
5
Q
This is the Phoenix Fire Department _____.
A
way
6
Q
The PFD Way describes and guides our _________ and performance expectations.
A
behavioral
7
Q
Our ______ membership made the choice to become part of the Phoenix Fire Department.
A
diverse
8
Q
As public servants we work for the common good of the residents, ________ and visitors of Phoenix.
A
workers
9
Q
The PFD Way incorporates the values of service excellence, safety, integrity, ____________, communication, teamwork and respect.
A
professionalism
10
Q
In order to provide the best service to the public, we are committed to the training, education and ______ of each member of the Department.
A
well-being
11
Q
The Phoenix Fire Department serves a vast __________ area with expertly trained firefighters and support staff using state of the art equipment and apparatus.
A
geographic
12
Q
Although large in size, we do not lose sense of the importance of each individual member and ________.
A
customer
13
Q
The City of Phoenix is one of the _____ largest cities in the country.
A
ten
14
Q
In size, it geographically exceeds __________
A
Los Angeles.
15
Q
The city has won many awards and honors, including the prestigious _____ Bertelsmann Award
A
Carl
16
Q
The city has won many awards and honors, including the prestigious Carl Bertelsmann Award for being the best-run city government in the __________ and a “best-managed city” designation by Governing Magazine.
A
world
17
Q
The National Civic League has selected Phoenix as an “All-America City” ______ times.
A
5
18
Q
Most City of Phoenix employees belong to municipal unions who work with City management to achieve ___________ .
A
service excellence
19
Q
The __________ relationship between labor and management is key to the success enjoyed by the Phoenix Fire Department and its members.
A
positive
20
Q
Labor and management collaborate on improving __________ and maintaining a safe, effective work environment through the Relationships by Objectives (RBO) process.
A
customer service
21
Q
This process allows everyone a voice to change policy and/or _________ for improvements in the quality of our service.
A
procedures
22
Q
The Fire Chief and Executive Staff, along with City Management and elected officials, are fiscally responsible, innovative, and ________.
A
proactive
23
Q
The Phoenix Fire Department honors the traditions of the past while embracing the _________ advances of the future.
A
technological
24
Q
The Phoenix Fire Department is committed to providing the best possible ____________ and prevention services, and to making the City of Phoenix a healthy, vibrant community in which to live, work and visit.
A
emergency response
25
The fire service has a rich and _______ culture and tradition.
proud
26
New members of the Phoenix Fire Department benefit from the mentorship of ___________ members.
seasoned
27
All members benefit from a common set of expectations. Our members are the __________ of the Department.
foundation
28
We are __________ and respectful, on and off duty.
self-disciplined
29
In the sometimes _____ environment of emergency services, we are able to enjoy our profession and the bond between Fire Department members.
stressful
30
How we behave and provide services in the public eye have a direct correlation to the public’s respect, ___________ and support of our Department.
perception
31
Our members are expected to manage their own behavior with a positive attitude and __________ and to conform to the rules and regulations of the Department in a manner that reflects the philosophy of the PFD Way.
commitment
32
In situations where self-discipline breaks down, supervisors are expected to discern whether ___________, progressive action is needed or if outside assistance is needed.
corrective
33
FireStrong (www.firestrong.org and 602-845-FIRE) is a resource for fire service members to obtain confidential mental, _________ and physical support.
emotional
34
Firestrong phone number
602-845-FIRE
35
Accessing these important resources will not be connected to or endanger a member’s ________.
employment
36
The standards and expectations in this document, although philosophical, are reasonable and aligned with City of Phoenix Administrative Regulations and our own Management Procedures and ____________ Procedures.
Standard Operating
37
They are the cornerstones from which to view your day-to-day performance, your commitment to the public and your ___________ to the Department.
commitment
38
True commitment requires _______ to the Department, the Fire Service and to the City of Phoenix through good times and bad.
loyalty
39
We face challenges with __________ and integrity, becoming stronger through the process.
honesty
40
We are committed to making _________ change when it mutually benefits the public we serve and the Department.
positive
41
We are a professional fire department that delivers consistent, ______, quick, high-quality emergency response and ancillary services.
safe
42
We are expected to be fiscally responsible, diverse, skilled, smart, ___________, and compassionate.
physically fit
43
We are focused on what is in the best interest of providing the highest quality of ___________ to the public.
service
44
Each individual accepts their responsibilities beginning the day they enter the Department and continuing throughout their career and into _________
retirement.
45
Our philosophy can be summarized in the following statements: The Phoenix Fire Department is committed to providing the highest level of __________ services for our community.
public safety
46
We protect lives and property through fire suppression, emergency medical and transportation services, ____________ , fire prevention and public education.
disaster management
47
Our members will provide these services in a safe, ____________ manner.
calculated
48
This is a ________ document that stays relevant when reviewed on a regular basis.
living
49
The PFD Way is founded upon major ___________ that make up the foundation for our philosophy.
cornerstones
50
These cornerstones are described in detail and are practiced by all __________ who have chosen to be part of the Phoenix Fire Department.
members
51
Cornerstone One: Make the
Commitment
52
which cornerstone : Being a member of the Phoenix Fire Department is a commitment to the public, to the Department, to other departmental members and to the PFD Way.
make the commitment
53
The ________ Phoenix Fire Department workforce shares a common desire and commitment to serve our community.
diverse
54
It is our goal to deliver fast, ______ , effective emergency response.
safe
55
Our customers rely on us to provide exemplary service in the form of emergency medicine and transportation, technical rescue, __________ and fire prevention.
fire suppression
56
All who wear a Phoenix Fire Department uniform are held to a _______.
high standard
57
Expectations for _________ and performance are non-negotiable.
behavior
58
Firefighters work in an inherently _________ environment and are prepared for the challenge. We care about safety and about each other. If need be, we put our lives on the line for each other.
dangerous
59
We take our commitment to our community, the City of Phoenix, Local 493 and to the Department seriously. We challenge ourselves to improve our service delivery by asking,
How can we do better
60
We are expected to follow the Phoenix Fire Department Standard of Customer Service: to arrive with a positive attitude and deliver fast, safe, ___________ service.
professional
61
It is the level of service that our customers, both internal and _________ , expect. This applies to every member of every rank, sworn and civilian.
external
62
It is the Phoenix Fire Department Way to provide the most realistic, meaningful and up to date training possible to our members. On-going training results in ________ skilled performance levels.
highly
63
Our diverse membership is the most important resource and foundation of the Department. ________ of any kind is not tolerated in the Phoenix Fire Department.
Prejudice
64
Our commitment to working as a team in the firehouse, on the fire ground, in your section or __________ , in training, and as part of an RBO committee is the key to the Department’s success.
battalion
65
Cornerstone two: Be
accountable
66
cornerstone : Accountable members take responsibility for their success and for the success of the Department.
Be accountable
67
Our members come from a variety of _________ each with a unique set of experiences and mannerisms.
backgrounds
68
Honoring and respecting individual and cultural diversity is critical to a department serving a __________ cultural community.
diverse
69
Our members are__________ , non-judgmental and embrace diversity.
accepting
70
Our differences are considered an asset as long as behavior, ___________ and job performance is aligned with our rules, regulations and Departmental culture.
appearance
71
A ___________ does not let individualism become a job distraction.
professional
72
Each member is __________ to examine their behavior and activities on and off the job to ensure that the City and the Department is not put in a disadvantaged position because of poor choices or poor judgment.
responsible
73
When we become _________ and join the Department, we give up the freedom to behave in an independent manner.
public servants
74
Our regard in the community can be tarnished by the actions of just one member, and those consequences will be felt by all members. Our conduct should be __________ at all times.
exemplary
75
Our___________ and performance in the Department is reinforced by our conduct.
reputation
76
Respect is ________ and begins with respect for yourself and respect for others.
earned
77
Your reputation is a ________ possession. Guard it and remember that it starts the day you enter the Fire Department and will continue long after your career has ended.
valuable
78
Ask yourself, “How do I want to be remembered? How did I contribute to and _________ this Department?”
improve
79
Cornerstone Three: Be Self-
disciplined
80
cornerstone: Members who have self-discipline are motivated to make choices that result in a positive outcome and avoid choices that cause a negative repercussion.
Be self-disciplined
81
t took ____________ to obtain the education and experience necessary for the wide variety of support classifications.
self-discipline
82
Maintaining a _________, well-balanced approach to your work environment takes a commitment to discipline, preferably self-discipline.
positive
83
We are cooperative and open to supervisory directives. Supervisors are expected to identify and correct counterproductive actions, behaviors and issues before they become ________.
habitual
84
When imposed discipline is necessary, it will be corrective, progressive and ________.
lawful
85
It is the PFD Way to employ 2nd chance management designed to return a member to positive and __________ behavior.
productive
86
Taking shortcuts to supervisory ____________ in regards to discipline ensures a negative result.
responsibility
87
Misconduct or poor performance should be identified before a solution is developed. In other words, supervisors will avoid the “ready – ______ –aim!” approach in favor of a standard problem-solving approach to discipline.
fire
88
Guidelines describing the union’s role in the disciplinary process are clearly defined in the Memorandum of Understanding and ___________ Procedures.
Standard Operating
89
Supervisors are to offer and provide union representation whenever requested. Union representation does not infer that they _____ or disagree with the conduct or behavior.
agree
90
The union representatives will ensure that Departmental supervisors follow due process and show just cause when considering __________ action.
disciplinary
91
All effort is made to keep disciplinary proceedings ___________ to avoid embarrassment to the member and to the Department.
confidential
92
At times, media interest in high profile misconduct and the requirements of the ________________Act make it impossible to keep all issues completely confidential.
Freedom of Information
93
The Phoenix Fire Department’s substance abuse policy is firm. It is absolutely ___________ for a member to use illegal substances on or off duty.
unacceptable
94
Social media is a powerful _____________ and image tool, giving just-in-time information and keeping people connected over vast distances.
communication
95
When we identify ourselves as members of the Phoenix Fire Department in a social media profile, that site now becomes an extension of the workplace, not solely a _________ site.
personal
96
As members of the Phoenix Fire Department and employees of the City of Phoenix, we have a duty to _____ responsibly.
post
97
Cornerstone four: be a Good
Supervisor
98
Supervisors clearly understand the mission, keep staff informed, listen to staff, and acknowledge outstanding performance. They are able to identify when to handle an issue themselves and when to involve their chief for assistance.
be a good supervisor
99
Supervisors of all levels are expected to treat their staff with ___________ and respect.
consideration
100
Positive reinforcement is more effective than punishing __________ behavior and performance.
negative
101
Unacceptable behavior or performance will not be ignored, __________or rewarded. Misconduct is best managed when it is immediately identified and discreetly corrected.
tolerated
102
Supervisors encourage teamwork, most notably in a fire station environment when crews ____________ together, exercise, train and critique an incident.
prepare meals
103
Effective supervisors look for opportunities to include members in new programs, explain Departmental culture and policy, and mentor the next __________ of leaders.
generation
104
It is a supervisor’s job to create ____________ employees.
promotable
105
Supervisors are positive, ethical and refrain from personal _________ when handling a personnel issue.
judgment
106
Effective supervisors keep problems in perspective, address problems at the proper level, and when possible, turn a negative situation into a________ one.
positive
107
Because supervisors are under constant _______, their actions should be above reproach.
scrutiny
108
Supervisors who lead by example, who coach and encourage their employees and re-direct behavior before it becomes an issue earn lasting ______ and commitment.
loyalty
109
In fact, a point should be made of spending the time necessary to turn struggling members into _______ members. Good supervisors set the tone and set attainable standards.
star
110
It is the PFD Way to practice what we preach, knowing that we will be held to our own ________.
standards
111
cornerstone five: Be a __________ Leader
Responsible
112
Leadership is a process of positive influence which encourages high performance and teamwork to make a positive impact on our community and our Department.
Be a responsible leader
113
The Phoenix Fire Department recognizes both formal and _________ leaders, earned leadership and positional leadership.
informal
114
Leaders motivate and have the vision to __________ positive change. Leaders live an example of the Department member we strive to be.
facilitate
115
Their expectations for themselves and others are realistic and aligned with the overall___________ of the Department.
expectations
116
When the safety and well-being of our customers and members is at stake, our responsibility and expectations are clear, as is each individual’s ___________.
accountability
117
If substandard performance or unacceptable behavior is _______, it will most likely be repeated. “If you condone it, you own it”.
condoned
118
It is the PFD Way to stop dangerous, __________, and unprofessional behaviors and actions whenever they are encountered.
negative
119
We put _____ first, closely followed by professionalism and courtesy.
safety
120
PFD leaders remind all members, at all ranks, that we are responsible for our actions in the workplace and that we are accountable for our own ______ AND that of our co-workers.
conduct
121
Authority is dynamic and ________, and is viewed as the ability to influence a person’s behavior or performance without the apparent exertion of force.
complex
122
Superior leaders are both ________ and able to focus on safety and goals.
humble
123
They accept responsibility for the ___________ of their crew, while giving credit to their crew for any recognition.
missteps
124
An important element of leadership is “followership”. Every leader is a follower in some other Departmental group, function, or ___________. Ineffective followers will not be good leaders.
relationship
125
Leaders are agents of ___________, positive change, personal growth and development. They are responsible for developing and instructing the next cadre of capable future leaders that live and practice the PFD Way.
mentorship
126
Effective leaders embody servant-leadership. They want to pass along information, process and lessons learned, sparing new members from making mistakes that could cost them their reputation, their ________, or their life.
career
127
They encourage training and continuing __________ so members stay current with industry change.
education
128
Cornerstone six: The RBO process and the _______
PFD way
129
The partnership of Labor and Management is committed to maintaining and improving safe working conditions and equipment, superior customer service, and succession planning for highly skilled employees. The Relationships By Objectives process is guided by the principles set forth in the PFD Way.
The RBO process and the pfd way
130
The Phoenix Fire Department Way is based on the principle that our members are the ___________ of the Department.
foundation
131
There is a direct relationship between the __________ and professionalism of the Department and the quality and professionalism of our membership.
quality
132
Phoenix Firefighters Association Local ____ represents the majority of our membership.
493
133
All members are invited to participate in the design and implementation of the procedure and process that forms the_________ of our Department through the Relationship By Objectives (RBO) process.
framework
134
The RBO process brings ______ and Management together in an open and honest environment to work through issues and challenges, creating effective and fair solutions and reaching agreement without damaging relationships.
Labor
135
It is the PFD Way to manage new ideas and changes for the Department through the use of ___________ that represent both Labor and Management.
committees
136
A __________ committee made up of Management’s executive staff and the Local 493’s executive board oversees the RBO process. Any issues that are unable to be resolved through the normal RBO process are discussed and decided on within the correlating committee.
correlating
137
The RBO process is based on the principle that those who are _______ to the actual services we provide should be allowed equitable input into the system.
closest
138
The process allows room for differing opinions without inviting disrespect or ________ politics.
unhealthy
139
By participating in the RBO process, Department members of every rank and position are _______ in and part of the outcome.
vested
140
This ensures that the Phoenix Fire Department remains a fair, efficient and _______ city department.
effective
141
The RBO process only works if we get __________. Our experts are the people doing the work each day.
involved
142
Our supervisors communicate information up and down the chain of command. We are _________ for all members when we involve ourselves in the RBO process.
advocates
143
The value of their working relationship however is the ability to find solutions on those issues on which they disagree. We will never __________ a relationship for an outcome.
sacrifice
144
The RBO process works because both Labor and Management are respectful, offer _______ to the process and remain open to hearing a different point of view.
value
145
Both are committed to ensure that the Phoenix Fire Department remains safe, progressive and __________.
professional
146
These are the basic values behind the Department – the ___________ is the Phoenix Fire Department Way.
RBO process
147
cornerstone 7: Support our members ___________ needs
wellness
148
It is the PFD Way to provide and support total wellness for all our members.
Support our members wellness needs
149
Because the PFD Way is based on the principle that our members are the ________of the Department, ensuring total wellness and resiliency in our members is an investment in us and our Department.
foundation
150
It is the PFD Way to support each member. Each member has the obligation to be __________and to be emotionally, mentally and physically fit.
resilient
151
Situational awareness pertains not just to the fire ground, but also to awareness of the ___________ wellbeing of each member.
emotional
152
It is the PFD Way to identify a _________Department member, address their needs and offer support. Literally, their life could be in your hands.
suffering
153
Emotional wellness and resiliency is more than just stress reduction. It is maintaining a balance of work, family, friends and obligations. It is the ability to make __________ decisions and set priorities.
rational
154
A __________ will recognize a problem and attempt to address and correct it before it interferes with job performance.
professional
155
The Department offers a number of discreet, professional resources and _____support for members and their families.
peer
156
FireStrong (www.firestrong.org, or 602-845-FIRE) is a resource for fire service members and their families to obtain confidential assistance for ___________, relationship, financial or emotional related issues.
substance
157
It is a program developed by our __________ for our members and is available 24 hours a day, 7 days a week.
members
158
It is the PFD Way to participate in the IAFF/______ Joint Labor Management Wellness Fitness Initiative.
IAFC
159
The Phoenix Fire Department provides a comprehensive medical examination, a comprehensive fitness program, a medical/fitness/re-entry/injury _____________ program and a behavioral health program.
rehabilitation
160
Phoenix Fire Department members ALWAYS treat each other with: Consideration, Discretion, Acceptance and _______.
Unity
161
Cornerstone 8: Maintain a positive ___________
Environment
162
cornerstone: We are each responsible to create a positive work environment based on trust, approachability and open communication, superior job performance, expecting the best, teamwork, appreciation and recognition, giving credit and taking responsibility.
Maintain a positive environment
163
The Phoenix Fire Department has outlined four behaviors that are to be practiced by all members.
Consideration
discretion
acceptance
unity
164
It is the PFD Way to behave and perform in a _________ manner, in and out of the fire station, on and off the job, and remain focused on what is in the mutual best interest of the Department and our community.
professional
165
There are no Departmental secrets. Intrigue and gossip over an issue result in distrust in the system. Other than personnel disciplinary actions, issues involving litigation, and politically sensitive matters, the Department is dedicated to ___________ and accountability.
transparency
166
We are self-disciplined, highly __________ and skilled employees dedicated to providing superior service to the public and to each other.
motivated
167
The PFD Way is a philosophy that describes in detail the way each Phoenix Fire Department member, regardless of ________ or position, is expected to perform, behave, and interact with each other and the public.
rank
168
Putting this philosophy into practice requires a constant, _________ effort from each of us.
conscious
169
The PFD Way is there to help members remain motivated, _________, positive and professional.
healthy
170
Superior customer service can only be provided if we ________ each member.
respect
171
__________ members should provide mentorship to new members and new members should value the experience of seasoned members.
Seasoned
172
Share the appropriate ___________, values, knowledge and determination of the Department and the fire service.
traditions
173
__________ to the Department that has given and continues to give so much to its membership and to our community. It is the PFD Way to improve the Department by the contributions of each member.
Give back
174
We are committed to superior service. It is this commitment to service and to each other that has made us what we are today, and will sustain us in the future through frequent assessment and ________ change.
positive
