Company Officer Ch 6

Question 1

Which of the following BEST describes the bottom line of customer service in emergency service organizations? (144)

Answer 1

Customer satisfaction and value to community

Question 2

A public that is dissatisfied with a fire and emergency service organization’s customer service is MOST likely to demand changes in: (144)

Answer 2

leadership.

Question 3

Which of the following BEST describes who the internal customers of a fire and emergency service organization are? (145)

Answer 3

All responders and staff

Question 4

The wants of internal customers are MOST likely to include: (145)

Answer 4

position security.

Question 5

Which of the following is MOST likely to help satisfy the intangible needs of internal customers? (145)

Answer 5

Company officers

Question 6

Which of the following is MOST likely to be a basic need of external customers? (146)

Answer 6

Access to competent emergency medical care

Question 7

Which method of customer service information gathering requires little effort or money? (146)

Answer 7

Passive

Question 8

An active approach to customer service information gathering is based on listening to: (146)

Answer 8

feedback.

Question 9

Which of the following is the BEST reason for having a meeting for information-gathering purposes? (146)

Answer 9

Involves customers in a decision-making process

Question 10

What action comes after gathering customer service information? (147)

Answer 10

Information interpretation

Question 11

The process of monitoring the outcome of any changes made to customer service policy is called: (147)

Answer 11

service-delivery monitoring.

Question 12

Which of the following is the BEST description of policies and procedures found in fire and emergency services organizations? (147)

Answer 12

An organization’s expectations based on models and plans

Question 13

An organization’s policies and procedures is MOST likely to also be known as: (147)

Answer 13

standard operating procedures.

Question 14

Which of the following BEST describes the process of making changes to policies and procedures? (148)

Answer 14

Organizations should have a process for evaluating the need for changes.

Question 15

Which of the following BEST describes the purpose of a fire and emergency service organization’s policies? (148)

Answer 15

Provide formal written guidelines needed for operation

Question 16

Which of the following BEST describes the goal of policy analysis in fire and emergency service organizations? (148)

Answer 16

Determines if policies are enforceable

Question 17

What BEST describes the influence of government laws and ordinances on a fire and emergency service organization’s policies? (149)

Answer 17

They can be imposed by local, state, or federal governments.

Question 18

What BEST describes a company officer’s responsibility regarding a fire and emergency service organization’s procedures? (149)

Answer 18

Responsible only for implementing

Question 19

Which of the following is MOST likely to be an indication that revisions should be made to policies and procedures? (150)

Answer 19

New technology being used

Question 20

What responsibilities do company officers have in the revision and monitoring process of policies and procedures? (150)

Answer 20

Communicating problems or concerns to supervisors

Question 21

What is MOST likely to be the benefit of using orders and directives? (150)

Answer 21

Provide written documentation of procedure

Question 22

Which of the following BEST describes an officer’s orders at an emergency incident? (150)

Answer 22

Mandatory

Question 23

The budget of fire and emergency service organizations generally refers to the narrow financial budget listing of: (151)

Answer 23

proposed expenditures and expected revenue sources.

Question 24

Which of the following BEST describes what the company officer may be responsible for preparing in the budget process? (151)

Answer 24

Budget requests to obtain operation materials

Question 25

The two types of budgets used by public organizations include operating and: (151)

Answer 25

capital.

Question 26

Which type of budget includes personnel salaries and benefits? (152)

Answer 26

Operating

Question 27

When do the planning steps of the budget process occur? (152)

Answer 27

Throughout the fiscal year

Question 28

What is the second step in the budget process of fire and emergency service organizations? (152)

Answer 28

Preparation

Question 29

Which step of the budget process is BEST described as identifying an approved course of action for funds? (153)

Answer 29

Implementation

Question 30

Which step in the budget process is MOST likely to help prevent a budget crisis in the event of fiscal changes? (153)

Answer 30

Monitoring

Question 31

Records management is the _____ control of an organization’s records to ensure quick access to information. (154)

Answer 31

systematic

Question 32

Which of the following BEST describes what company officers are responsible for in records management? (154)

Answer 32

Organizing file structures

Question 33

Which type of record is MOST likely to include budget requests that have not been funded? (154)

Answer 33

Budget

Question 34

Inventory records are BEST described as records of: (155)

Answer 34

fixed-assets

Question 35

Changes in inventory records must be noted, reported, and in some cases: (155)

Answer 35

justified.

Question 36

Which type of record is MOST likely to be used to justify the replacement of outdated equipment? (155)

Answer 36

Maintenance

Question 37

Which type of maintenance record is MOST likely to address damage to equipment from operator error? (156)

Answer 37

Corrective

Question 38

The decision to repair or replace equipment is based on its maintenance record, as well as its: (156)

Answer 38

frequency of use.

Question 39

Activity records (incident reports) are MOST likely to include information about: (156)

Answer 39

nonemergency responses.

Question 40

All personnel records must be kept confidential, except for _____ records. (157)

Answer 40

attendance

Question 41

Which type of record is MOST likely to be important for receiving accreditation from outside associations? (157)

Answer 41

Training

Question 42

Which type of record is MOST likely to help steer subordinates towards success? (157)

Answer 42

Performance

Question 43

Which type of record is MOST likely to be used to provide data for payroll and benefit distribution? (157)

Answer 43

Attendance

Question 44

Hazmat or biological/medical exposure records are a part of medical records that include exposures to: (158)

Answer 44

smoke.

Question 45

Which type of record is MOST likely to be used to support hazmat exposure records? (158)

Answer 45

Attendance

Question 46

All medical records are kept 30 years after: (158)

Answer 46

the end of employment.

Question 47

Medical records kept by fire and emergency service organizations are MOST likely to include: (158)

Answer 47

pre-employment medical exams.

Question 48

The company officer’s role in using computer-based electronic data storage/retrieval systems is BEST described as understanding the laws regarding: (158

Answer 48

the proper use of the system.

Question 49

The term intranet is MOST likely to be used to describe how _____ computers are linked. (159)

Answer 49

all fire service organizations’

Question 50

A fire and emergency service organization’s personnel should not have any expectations of privacy when: (160)

Answer 50

using personal mobile devices.

Question 51

Public access to an organization’s records is MOST likely to include any organizational records other than: (160)

Answer 51

personnel files.