Fire Officer 1

Chapter 6

Knowledge Check

1. Part of the customer service process, information on customers' needs, wants, and desires must be analyzed to determine:

the demographics of internal and external customers.

the schedule of preventive and corrective maintenance.

possible limitations in the information-gathering process.

potential operational changes, fiscal requirements, and priorities.

2. Records compiled during the __ maintenance of apparatus, facilities, or pieces of equipment can predict a trend or justify a replacement.

corrective

resolution

preventive

interpretation

3. Which governmental organization is a source for demographic data?

Insurance Services Office

U.S. Department of Labor

Congressional Fire Service Institute

National Incident Management System

4. What are the responsibilities of firefighters during a residential fire and life safety survey?

Teach formal classes in CPR and residential fire codes

Make sure private dwellings are up to code and ticket residents who are in code violation

Assess the residence, indicate potential fire and life safety hazards, and suggest corrective actions

Analyze the safety equipment in the residence, document citizen complaints, and refer citizen to public organizations

5. Fire and emergency services organization's budget planning for the next fiscal year uses potential revenue sources such as:

fringe benefits.

projected taxes.

projected utilities.

federal income taxes.

6. To refer a citizen with a concern or complaint to the appropriate authority, a company officer must know the full range of:

educational opportunities available to the citizen from the state and federal government.

educational and income demographics of the citizens in their extended area of responsibility.

services included in a fire and emergency services organization's capital and operating budget.

services that are available from the fire and emergency services organization and other governmental agencies.

7. How do company officers use community demographics in the public service space?

To justify increases in expenditures in personnel, operating, and capital budgets

To analyze specific groups within the service area in order to enhance recruiting tactics

To provide enhanced functionality with equipment and capabilities for public safety needs

To determine which specific groups exist within the service area in order to properly serve their needs

8. The company officer documentation of complaints and their disposition may prove invaluable if:

an issue progresses to litigation.

an unflattering disposition needs to be edited.

complaints are used to improve public relations.

complaints are made during an emergency response.

9. What information should be contained in fire and emergency services organization's inventory and fixed-assist records?

Information on personnel exposure incidents for the last thirty years

Purchasing records, contracts, surplus sales, and other related information

Information on all materials, facilities, and apparatus in the possession of the organization

Historical documentation of all events in which organizational members have participated

10. What community characteristic, if not understood and respected, can make it extremely difficult for fire and emergency service organizations to resolve issues within their service areas?

Diversity

Infrastructure

Natural resources

Exposure hazards

11. Properly given orders by company officers result in the need for less __ in the future as crew members learn what is expected of them.

conflict

aggression

recognition

supervision

12. Correct interpretation and application of organizational policies may require consultation with the administration through the:

governing board.

chain of command.

functional supervisor.

decentralized authority.

13. Company officers may conduct informal interviews with subordinates to determine if:

changes are needed in the work environment.

changes are needed in the size of the response area.

disciplinary measures violate labor/management agreements.

disciplinary measures need to be extended to community members.

14. Allowing internal customers to participate in the decision-making process at meetings empowers them, improving morale and:

productivity.

absenteeism.

personnel costs.

revenue sources.

15. Justifying a fire and emergency services organization's budget request requires the company officer to supply:

all operating costs related to exposures and medical records.

all personnel records and documentation to the budgeting board.

evidence that citizen interests or concerns did not influence the request.

documentation and supporting evidence that proves the request is valid.

16. What branch of a fire and emergency service organization's community risk reduction program empowers residents to act safely, reduce the potential for fire, and prepare them for unpreventable hazards?

Fire and life safety programs

Fire and life reactivity programs

Program evaluation and review technique charts

Community fire and life safety funding programs

17. The primary focus of a fire and life safety presentation is to provide effective and appropriate information to the community on:

high-risk populations and locations.

risk-reduction issues and strategies.

emergency response preparation and duties.

scalar-structure organizations and departments.

18. Which class of citizen complaints must be handled with extreme care because of sensitivity in terms of the organization's image, the concern for the rights of all involved, and possible litigation?

Public inquires

Burning regulations

Private home surveys

Employee acts of omissions

19. Which is an indication that a organizational policy or procedure needs to be revised?

A shift in community demographics

A rise in internal/external customer praise

Changes in crew member behavior or performance

Change in a problem that the policy or procedure was intended to solve

20. Organizational policies originate with top __ and are disseminated to lower levels for implementation.

customers

supervisors

subordinates

management

21. Community risk reduction is a broad term that incorporates all programs that:

protect the organization from the risk of community litigation.

protect the public using protection, prevention, and education.

focus on providing the public a wider response area based on demographics.

focus on increasing community funding to fire and emergency service organizations.

22. A budget may have to be revised during the budget cycle due to a(an):

increase in policy infractions.

increase in service requirements.

decrease in demographic expenses.

decrease in customer and citizen complaints.

23. The six major steps in the budget process for a fire and emergency services organization are planning, preparing, __ , monitoring and evaluating, and revising.

reacting

documenting

implementing

understanding

24. A fire and emergency services organization conducts a policy analysis to:

determine if current policies are effective and enforceable.

keep up with regular maintenance and cleaning schedules.

prepare for the semi-annual and annual organizational audits.

establish if policies mirror those of a neighboring organization.

25. What is the purpose of a fire and emergency services public relations program?

To inform the public about unsafe behaviors and provide information on how to change those behaviors

To determine if changes are needed in the work environment, in policies, or in other work-related issues

To train higher ranking officers within the organization to handle internal and external customer complaints and concerns

To build a relationship with the community that is based on trust and commitment and is aligned with the organization's mission and vision

26. The internal customer base for a fire and emergency service organization is made up of employees and members of the organization while the external customer base is composed of:

70 percent volunteer and 30 percent career firefighters.

apparatus, equipment, and supply manufacturers and suppliers.

centralized and decentralized fire and emergency services organizations.

members of the general population within the service area who are beneficiaries of the services provided.

27. Which fire and emergency services budget type includes items that cost more than a specified amount of money and are expected to last more than one year?

Bond budget

Capital budget

Personnel budget

Cost recovery budget

28. Which citizen concern or complaint involves something over which the fire and emergency services organization has no jurisdiction?

Weed abatement

Parking regulations

Burning regulations

Actions of fire and emergency service responders

29. One of the first skills company officers need when dealing with irate citizens is:

policy revision.

document writing.

effective listening.

emotional reactivity.

30. Budget records may include budget status reports, past budgets, and:

unfulfilled mentoring budgets.

budget requests that were not funded.

informal interviews and surveys about the organization's budget.

incident response budgets that are not part of the public record.

 Loading...