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PFD Promotional Exam > Volume 2 > Flashcards

Volume 2 Flashcards

1
Q

MP 201.00
What is the consortium of governments (cities, towns, and fire districts) joined by an intergovernmental agreement up which the participants agree to operationally act as one entity for the purpose of improved fire/rescue/emergency medical services?

A

The Central Arizona Life Safety System Response Council (CALSSRC), or Automatic Aid System

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2
Q

MP 201.00

How does CALSSRC define the customer?

A

anyone who receives our services and anyone with who our members have dealings.

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3
Q

MP 201.00

What are some examples of customers, according to CALSSRC?

A

the actual service recipient
Anyone who knows or is closely related to the service recipient
The people we encounter, directly and indirectly during our workday
The members of our organization, including support staff

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4
Q

MP 201.00

What does every interaction with our customers provide us?

A

an opportunity to solve their problem and leave a positive, lasting impression

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5
Q

MP 201.00

What is our mission and number one priority?

A

To deliver the best customer service possible

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6
Q

MP 201.00

What are our members responsible for, as it relates to customer service?

A
  1. Treat all customers with respect, kindness, patience, and consideration.
  2. Deal with the customer’s situation as an urgent event
  3. Identify and act on opportunities for added value.
  4. Provide exceptional customer service, whenever possible.
  5. Create and sustain a positive public image
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7
Q

MP 201.00

How should we treat all customers?

A

with respect, kindness, patience, and consideration

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8
Q

MP 201.00

How should we respond to every customer?

A

Quickly, skillfully, and positively

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9
Q

MP 201.00

When should we deal with a customer’s situation as an urgent event?

A

From the time we know about it, until it is over.

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10
Q

MP 201.00

When does added value occur?

A

When we go beyond our standard quick, effective, professional, customer service to create a feeling that the customer was the most important person we served all day.

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11
Q

MP 201.00

What does added value require, and what does it leave the customer with?

A

It only requires a little extra effort and leaves the customer with the opinion that we care.

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12
Q

MP 201.00
Who delegates official authority and trusts its members with the power to provide customer service to the level of their abilities and imagination?

A

CALSSRC

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13
Q

MP 201.00

How is a members evaluation as to whether or not they are empowered to provide exceptional customer service determined?

A
  1. Is it the right thing for the customer?
  2. Is it the right thing for the department?
  3. Is it legal, ethical, and nice?
  4. Is it safe?
  5. Is it on your organizational level?
  6. Is it something you are willing to be accountable for?
  7. Is it consistent with our department’s values and policies?
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14
Q

MP 201.00

Who is empowered to provide exceptional customer service?

A

We are, as long as we can answer “yes” to the seven questions, we don’t need to ask permission.

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15
Q

MP 201.00

How to we create and sustain a positive public image?

A
  1. Follow Phoenix Regional SOPs.
  2. Be professional at all times.
  3. Give the customer your undivided attention.
  4. Take a moment (when appropriate) to educate the customer(s) about what we do and why we are doing it.
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16
Q

MP 201.00

Company officers and command officers are responsible for providing what type of work environment?

A

One in which exceptional customer service and added value are the result of a refined system where members are empowered to operate between the lines to provide caring service with both quality and value.

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17
Q

MP 201.00

Company officers and command officers are responsible for making sure that basic organizational behavior is what?

A

Customer oriented

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18
Q

MP 201.00

How are company officers and command officers responsible to invest in human resources?

A

By keeping customer service a part of an ongoing development process

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19
Q

MP 201.00

Company officers and command officers must take ____ for themselves and their subordinates and expand ____ in others.

A

Take responsibility for themselves and subordinates

Expand authority in others

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20
Q

MP 201.00

What are company officers and command officers responsible to do for regional commitment?

A

sustain and enhance regional commitment

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21
Q

MP 201.00
Company officers and command officers are responsible for what type of execution of professional services and customer satisfaction?

A

Consistent

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22
Q

MP 201.00

What are some organizational benefits of providing exceptional customer service, with added value?

A

It saves lives and property
builds positive relationships and trust within our membership
builds positive relationships and trust in our community
secures and maintains adequate resources and benefits
positive job satisfactioni
places us in the best position to compete
it’s fun to be nice and do nice things
it eliminates bad press, liability, and extra paperwork
it’s the right thing to do

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23
Q

MP 201.01

We will always operate within the _______ ______ ______ at the incident scene.

A

Incident command system

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24
Q

MP 201.01

Command procedures are designed to fix the responsibility for command on who?

A

A certain individual through a standard identification system, depending on the arrival sequence of members, companies, and command officers

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25
Q

MP 201.01

Command procedures are designed to ensure that what type of command will be established from the onset of the incident?

A

a strong, direct, and visible command

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26
Q

MP 201.01

Command procedures are designed to establish what type of incident organization, and what does it define?

A

An effective incident organization, defining the activities and responsibilities assigned to the IC and other individuals operating within the incident command system

27
Q

MP 201.01

Who are the shift commanders and what do they do as command?

A

Phoenix-South Deputy
Glendale-West Deputy
Mesa-East Deputy
They manage battalions and supervise BC’s, and occupy the position of senior adviser (Incident Adviser) on the command team (Incident Advisory team) during the first and greater alarm incidents

28
Q

MP 201.01

What do Battalion Chiefs do as command?

A

Manage companies and supervise company officers
Occupy the position of incident commander when appropriate
Occupy the position of sector officer when appropriate
Occupy the position of IC on the Command Team (incident advisory team) during first and greater alarm incidents

29
Q

MP 201.01

What is the company officers role as command?

A

Occupy the position of IC when appropriate
Occupy the position of sector officer when appropriate
Manage task level activities and supervise firefighters

30
Q

MP 201.01

Who is responsible for the completion of the tactical objectives?

A

The Incident commander

31
Q

MP 201.01

What are the tactical objectives?

A

Rescue
Fire Control
Property Conservation

32
Q

MP 201.01

What is used to facilitate the completion of the tactical objectives?

A

The Incident Command System

33
Q

MP 201.01

Who drives the command system toward the completion of the tactical objectives?

A

The Incident commander

34
Q

MP 201.01
Who is responsible for building a command structure that matches the organizational needs of the incident to achieve the completion of the tactical objectives for the incident?

A

The Incident commander

35
Q

MP 201.01

Define “functions of command”

A

They define the standard activities that are performed by the IC to achieve the tactical objectives

36
Q

MP 201.01

What are the 8 functions of command?

A
  1. Assume and announce command and establish an effective initial command position (command post)
  2. Rapidly evaluate the situation (size up)
  3. Initiate, maintain, and control effective incident communications
  4. Provide and manage a steady, adequate, and timely stream of appropriate resources.
  5. Identify the Incident strategy, develop an IAP, and assign companies and personnel consistent with plans and SOP’s
  6. Develop an effective incident organization using sectors/divisions/groups to decentralize and delegate geographic and functional responsibility
  7. Review, and revise (as needed) the strategy to keep the IAP current
  8. Provide for the continuity, transfer, and termination of command
37
Q

MP 201.01

When must the first 6 functions of command be addressed?

A

Immediately from the initial assumption of command

38
Q

MP 201.01

Use of what will greatly increase the effectiveness of the command team?

A

The Strategic Decision Making Model (SDM)
First Unit Arrives–>Size Up of Critical Factors–>Risk Management Plan (A lot/A little/None)–>Strategy (Off/Def)–>IAP–>Tactical Objectives (Rescue/Fire Control/Property Cons.)–>Continues circle, with “Forecasting” being in the middle.

39
Q

MP 201.01

Who shall assume command of an incident?

A

The first fire department member or unit to arrive at the scene of a multiple unit response. *One or two company responses that are not going to escalate beyond the commitment of these two companies do not require the assumption of command.

40
Q

MP 201.01
Even when a one or two company response does not require command to be assumed, who shall remain responsible for any needed command functions?

A

The first arriving unit or officer.

41
Q

MP 201.01

For how long does the initial IC remain in command?

A

Until command is transferred, or the incident is stabilized and command is terminated.

42
Q

MP 201.01

How does the first arriving fire department unit initiate the command process?

A

By giving an initial radio report (on-scene report)

43
Q

MP 201.01

What does the standard initial radio report (on-scene report) include?

A
  1. Clear alarm
  2. Unit designation/on the scene
  3. Building/area description (occupancy, size-large/medium/small, height-assumed 1 story unless reported otherwise)
  4. Obvious problems/conditions (nothing showing-indicates checking, smoke showing-amount and location, fire showing-amount and location, working fire, fully involved)
  5. Action taken (assuming command, laying supply line, pulling hand line for s&r and FA, etc)
  6. Declaration of strategy (offensive/defensive)
  7. Command confirmation and name
44
Q

MP 201.01

Textbook example of an offensive structure fire on scene report

A

engine 11 to alarm. Engine 11 is on the scene of a large two-story school with a working fire on the second floor. Engine 11 is laying a supply line and going in with a hand line to the second floor for S&R and FA. This is an offensive attack. Engine 11 will be 7th Street Command.

45
Q

MP 201.01

Textbook example of a defensive fire

A

Engine 11 to Alarm. Engine 11 is on the scene of a medium size warehouse fully involved with exposures to the east. Engine 11 is laying a supply line and attacking the fire with a stang gun and a hand line to the east exposure to check for extension. This is a defensive fire. Engine 11 will be Buckeye Command.

46
Q

MP 201.01

Textbook example of an EMS on scene report

A

Ladder 11 to alarm. Ladder 11 is on the scene with a multi-vehicle accident. Give me the balance of a 2 and 1 medical with 3 ambulances. Ladder 11 will be Parkway Command.

47
Q

MP 201.01

What does the follow up report include?

A
  1. Any immediate safety concerns
  2. Accountability started (announce the initial accountability location)
  3. Disposition of resources (hold/add/return–ex. Balance to 1st)
  4. Disposition of IRIC (only required if IRIC will not be present)
48
Q

MP 201.01

What is the radio designation for command?

A

“COMMAND”, along with the occupancy or address of the incident. Ex. 7th St. Command.

49
Q

MP 201.01

What does the radio designation for command change?

A

It does not change throughout the duration of the incident.

50
Q

MP 201.01

What should be a top priority at multi-company incidents?

A

The establishment of command

51
Q

MP 201.01

What is “Investigative mode”?

A

This is a mobile IC on a portable radio, moving around and evaluating conditions while looking for the incident problem

52
Q

MP 201.01

What is “Fast Attack”?

A

Used in visible working fires in houses or commercial occupancies. This is when the direct participation in the attack will make a positive difference in the outcome.

53
Q

MP 201.01

What are some examples when a “Fast Attack” would be used?

A
  1. Visible working fire in a house or small commercial occupancy
  2. Critical life safety situations (rescue that must be achieved in a compressed time)
  3. Any invident where the safety and welfare of fire fighters is a major concern
  4. Obvious working incidents that require further investigation by the company officer.
  5. Combined crew experience level
54
Q

MP 201.01

In Fast Attack mode, how long does the initial IC continue command?

A

The initial IC must initiate and continue command until a command officer arrives and the transfer of command is complete.

55
Q

MP 201.01

What is the role of responding companies when the initial mode is Fast Attack?

A

Responding companies must critically listen to radio traffic, update, review, and reinforce the initial size up, verify the safety, welfare, and accountability of the fast attackers, and back up the basic attack.

56
Q

MP 201.01

How long should a Fast Attack last?

A

Not more than a few minutes.

57
Q

MP 201.01

When does a Fast Attack end?

A
  1. Situation is stabilized
  2. Command is transferred from the fast attack company officer IC to a later arriving command officer.
  3. If the situation is not stabilized, the fast attack company officer IC must move to an exterior (stationary) command position and is now in the Command Mode. The company officer must decide whether or not to withdraw the remainder of the crew, based on the crew’s capabilities and experience, safety issues, and the ability to communicate with the crew. No crew will remain in the hazardous area without radio communications.
58
Q

MP 201.01

What is Command Mode?

A

Certain incidents, by virtue of their size, complexity, or potential for rapid expansion, demand early, strong, stationary command from the outset. In these cases, the first arriving IC will assume command and, from the very beginning, stay out of the hazard zone in a stationary exterior command position.

59
Q

MP 201.01

What should be initiated and utilized to assist in managing “Command Mode” type incidents?

A

The tactical worksheet

60
Q

MP 201.01
If a company officer assumes “Command Mode”, what options are available for the assignment of the remaining crew members?

A
  1. “Move Up” an acting officer within the company.
  2. Assign the crew members to perform staff functions to assist the IC. These include recon/reporting, communications assistance, help with tactical worksheet, etc.
  3. Assign company personnel to another company.
61
Q

MP 201.01
If a company officer IC in Command Mode assigns the remainder of his crew to another company, who must acknowledge this assignment?

A

Both the original and the receiving officer, and by their inclusion in the accountability system.

62
Q

MP 201.01

Why is command transferred?

A

Command is transferred to improve the quality of the command organization.

63
Q

MP 201.01
Using a fast attack company officer IC in the initial stages of an offensive incident, and then having a subsequent arriving response command officer transfer does what?

A

Strengthens and continues command within the IAP from an upgraded Command Post (CP) in a vehicle, outside the hazard zone, and creates a strong, safe, and under control approach.

64
Q

MP 201.01

The benefits of an upgraded command post are?

A
  1. Provides IC #2 with support officer (usually the FIT)
  2. Establishes an Incident Safety Officer (ISO)(usually the FIT)
  3. IC #2 has a wider view of the fireground
  4. Improves communication
  5. Creates a lighted, warm (or cool), and dry environment for IC #2 to operate in

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