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Company Officer > Ch15 Community Relations and Public Education > Flashcards

Ch15 Community Relations and Public Education Flashcards

1
Q

Three ways to build community relations

A
  • Know who the external customers are as well as the environment where they live and work
  • Use the appropriate method for dealing with customer concerns and complaints
  • Provide fire and life safety information and advice to citizens
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2
Q

Results of a statistically based study of a population

A

Demographics

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3
Q

The population is categorized into groups based on physical, social, or economical characteristics such as: (7)

A
  • Age
  • Sex
  • Marital Status
  • Family Size
  • Education
  • Geographic Location
  • Occupation
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4
Q

Biological fact

A

Sex

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5
Q

Refers to the culturally and socially defined roles and responsibilities of males and females based on characteristics that are attributed to each group (masculine vs feminine)

A

Gender

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6
Q

In the US women comprise over __% of the population and less than __% of the workforce

A

53%; 47%

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7
Q

Foreign born population in the US has increased by ___million in the decade prior to 2000 with most originating in ____ and _____ ______

A

28.3 million; Asia; Latin America

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8
Q

The percentage of immigrants living in the US in 2000 was ___%

A

10.4%

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9
Q

Recent data indicate that __% of the Asian American population is first or second generation immigrant

A

70%

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10
Q

While the current non-Hispanic white population comprises __% of the total population, it will comprise less than __% by the year 2030

A

69%; 50%

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11
Q

Households headed by single women increased by __% in the 1990’s while the traditional family decreased by __%

A

25%; 24%

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12
Q

According to the 2001 Canadian census, Canada has __million foreign-born residents living there. The highest percentage in __years

A

5.4 million; 70 years

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13
Q

Canadians consist of ___ distinct groups that are referred to as minorities in addition to those of English and French ancestry

A

200

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14
Q

Canada’s primary source for immigrants in the past 50 years has been ____, which contributed __% of all immigrants

A

Asia; 58%

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15
Q

The three largest immigrant groups in Canada are _______, _____ ____, and _____

A

Chinese; South Asian; Black

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16
Q

The majority of all Canadian immigrants are of working age or between __ and __ years of age

A

25; 64

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17
Q

Cultural classifications used to define diversity include the following (9):

A
  • Age
  • Gender
  • Sexual Orientation
  • Ethnicity
  • Race
  • Religion
  • Politics
  • Socioeconomic Level
  • Education
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18
Q

With a mobile and shifting population, the area of responsibility includes individuals who…(3)

A
  • Commute into the area
  • Live in the area and work elsewhere
  • Are only in the area temporarily such as university students, tourists, or migrant workers
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19
Q

Benefits of diversity (2)

A
  • Multiple viewpoints upon which to expand society

- Diversity of language, cultural customs, and cultural values as assets

20
Q

Barriers of diversity (3)

A
  • Lack of understanding creates “them-us” mentality
  • Language barriers make it difficult to resolve issues or provide services
  • Stereotyping
21
Q

Organizational management model that uses a decentralized approach to service delivery

A

Village Fire Company Concept

- Richmond (VA) Fire and EMS

22
Q

The most common non-English language in the US is _______, while in Canada it is ______

A

Spanish; French

23
Q

In order to be able to communicate in a multilingual community, company officers should…(3)

A
  • be aware of the process for contacting translators
  • have knowledge of sign language
  • have a working knowledge of TTY and TDD machines
24
Q

The dominant culture of North America values ____ as a precious commodity

A

Time

25
Q

Use of space in North American culture (4)

A

0-18” - Intimate Space
18”-4’ - Personal Space
4’-10’ - Social Space
10’+ - Public Space

26
Q

Learned, long lasting, and emotionally charged moral concepts that assist people in making decisions, forming judgements, and preparing to act

A

Cultural Values

27
Q

The means most often used by fire and EMS to enhance their organization’s public image

A

Public Fire and Life Safety Education

28
Q

Three most effective means of providing fire and life safety information

A
  • Group Presentations
  • Media Programs
  • Direct Assistance
29
Q

The purpose of a fire and life safety education program

A

To inform members of the community or service area about the fire and life safety hazards they face and what they can do to mitigate those hazards

30
Q

The scope of a fire and life safety education program

A

The scope should reflect the needs of the community or service area that they are designed to serve

31
Q

Group presentations should be made by…

A

…the fire and EMS responders that serve the local area

32
Q

5-Step Planning Process

A

Step 1: IDENTIFY major fire and life safety problems
Step 2: SELECT the most cost efficient objectives for the education program
Step 3: DESIGN the program
Step 4: IMPLEMENT the program plan
Step 5: EVALUATE the program to determine impact

33
Q

Helps to identify the most significant local fire and life safety problems and concerns…and it helps to identify emerging issues

A

Identification Step

34
Q

The exposure to a hazard

A

Risk

35
Q

A condition, substance, or device that can directly cause an injury or loss

A

Hazard

36
Q

The objective of this planning step is to choose the most cost effective or achievable objectives for the public fire and life safety education program

A

Selection

37
Q

This step is the bridge between planning a fire and life safety education program and actually implementing it in the field

A

Design

38
Q

This step is where the day to day job of public fire and life safety education happens

A

Implementation

39
Q

This step is the “bottom line” of public fire and life safety education. It is the point for measuring the effect of education programs and modifying them as needed.

A

Evaluation

40
Q

Indicates that there is something wrong with the public fire and life safety education program’s message, its delivery, or both

A

Negative Feedback

41
Q

One of the first skills required of company officers when dealing with irate citizens

A

Effective Listening

42
Q

If it is within a company officer’s means and authority to satisfy a citizen’s concern, complaint, or inquiry, then it needs to be done…(2)

A
  • As soon as possible

- To the citizen’s satisfaction

43
Q

It can be the best possible tool during periods of budget cuts and layoffs

A

Positive Public Image

44
Q

Citizen complaints that involve an act or omission by a member of the organization must be handled with extreme care due to the sensitivity of these issues in terms of…(3)

A
  • The organization’s image
  • Concern for the rights of all involved
  • Possible litigation
45
Q

Represent the public and have a right and obligation to access emergency incidents and other events that involve public safety officials

A

Members of the news media

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