Phx Fire Vol 2 (Deck 1) Flashcards
201.00 - 201.01 (174 cards)
Purpose of the Central Arizona Life Safety System Response Council (CALSSRC), Auto-Aid System.
The purpose is to improve fire/rescue/emergency medical services by having a consortium of governments act as one entity to respond to calls for service.
Define the customer according to CALSSRC.
Any person who receives services, anyone closely related to the service recipient, people encountered during the workday, and members of their organization including support staff.
CALSSRC defined added value in customer service.
Beyond standard customer service to create a feeling that the customer was the most important person served all day, leaving the customer with the opinion that they care.
Responsibilities of CALSSRC members in relation to customer service?
Treating all customers with respect, kindness, and patience, dealing with the customer’s situation urgently, identifying and acting on opportunities for added value, and providing exceptional customer service.
Benefits of providing exceptional customer service according to Vol 2?
Saving lives and property, building positive relationships & trust within the membership and community, securing adequate resources, positive job satisfaction, competitive advantage, fun, eliminating bad press & liability, and doing the right thing.
Empowerment given to employees regarding exceptional customer service.
To provide exceptional customer service if it is safe, on their organizational level, something they are willing to be accountable for, and consistent with the department’s values and policies.
Responsibilities of Company Officers & Command Officers regarding exceptional customer service?
Providing a work environment where exceptional customer service is the result of an empowered system, ensuring basic organizational behavior is customer-oriented, investing in human resources for ongoing development, taking responsibility for themselves & their subordinates, and sustaining & enhancing regional commitment & consistency in professional services & customer satisfaction.
How can employees create & sustain a positive public image?
By following SOPs, professional at all times, giving customers undivided attention, & educating customers about the organization and its activities when appropriate.
Describe the purpose of the Phx Fire Department’s SOPs for Command Procedures.
Effectively manage personnel & resources, provide for the safety & welfare of personnel, and operate within the ICS at the incident scene.
What are the designed objectives of the Command Procedures?
Fix responsibility for command, establish strong & visible command, define incident organization & responsibilities, process information for incident management, and ensure a seamless transition of command.
Define the roles & responsibilities of Shift Commanders within the IC.
Shift Commanders manage Battalions, supervise BCs, and occupy the position of Senior Advisor (Incident Advisor) on the Command Team during first & greater alarm incidents.
What are the responsibilities of BCs within the ICS?
Manage companies, supervise company officers, occupy Incident Commander (IC) when appropriate, and occupy Sector Officer when appropriate.
How does the Phx Fire ensure a seamless transition from a Type 5/4 incident to a Type 3/2/1 incident?
Through the Command Procedures & applicable components of the National Incident Management System (NIMS).
Describe the position of BCs during first & greater alarm incidents within the ICS.
Occupy the position of IC on the Command Team (Incident Advisory Team).
What is the standard identification system used to fix responsibility for Command on a certain individual within the Command Procedures?
Depends on the arrival sequence of members, companies, and Command officers.
Do the Command Procedures provide a system for the orderly transfer of Command to subsequent arriving officers?
Yes.
Describe the responsibilities of Company Officers (Captains).
Responsible for occupying the position of IC or Sector Officer when appropriate, managing task level activities, and supervising firefighters.
Define the Tactical Objectives.
Rescue, fire control, and property conservation, as outlined in 202.02A.
How is the ICS used?
The ICS is used to facilitate the completion of the Tactical Objectives, with the Incident Commander responsible for building a command structure that matches the organizational needs of the incident.
What do the Functions of Command include?
Assuming and announcing Command, evaluating the situation, controlling incident communications, managing resources, identifying incident strategy, developing an IAP, organizing Sectors/Divisions/Groups, reviewing/revising the strategy, and providing for the continuity, transfer, and termination of Command.
Describe the responsibilities of the IC.
The IC is responsible for completing the Tactical Objectives, building a command structure, and performing the Functions of Command, among other duties.
What is the role of the IC?
The IC is drives the command system towards the completion of the Tactical Objectives & for building a command structure that matches the organizational needs of the incident.
Describe the Strategic Decision Making Model in the context of command procedures.
Used to increase the effectiveness of the command team from the initial assumption of command.
Describe the process for establishing command at the scene of a multiple unit response.
1st member/unit to arrive at the scene of a multiple unit response assumes command of the incident and remains in command until command is transferred or the incident is stabilized and command is terminated.