SOP vol.2 Flashcards
(442 cards)
Customer
Any person with whom one has dealings with. We expanded our definition to include any person who receives our services and anyone with whom our members have dealings. Including
- The actual customer
- Anyone who knows or is closely related to the service recipient
- The people we encounter, directly and indirectly, during our workday
Customer Service
The ability of an organization to consistently give their customers what they want
Exceptional Customer Service
The result of an explicit, long term, planned out, acted out, and refined organizational approach to service delivery. It requires a personal commitment, as well as, organizational support and leadership.
Added Value
Occurs anytime we go beyond our standard quick, effective, nice, customer-centered service to create a feeling that they were the most important customers we served all day.
Empowerment
Means the organization delegates official authority and trusts its members with the power to provide customer service to the level of their abilities and imagination.
Customer Service Mission
To prevent harm, survive, and be nice. It is the priority to deliver the very best customer service to our citizens.
A set of guidelines designed to create a positive public impression include:
Follow SOP’s, mission statement, organizational values
Be professional Give the customer your undivided attention
Take a moment to educate the community about what we do
The Value of a Customer Service Program
Builds positive relationships and trust within our FD
- Builds positive relationships and trust within our community
- Secures and maintains adequate resources and benefits
- Happy customers, bosses, workers
- Positive job satisfaction
- Places us in the best position to compete
- It’s fun to be nice and do nice things
- Doing it right eliminates bad press, liability, and extra paperwork
- It saves lives and property
- It’s the right thing to do
Customer Service Responsibilities
It’s our job to respond to the needs of our customers. Nice is the essence of the whole customer service drill. The addition of “Be” makes it an action plan and allows us to take it to the street. This becomes our mission statement in action.
We have endless opportunities to consistently create a positive impression, and a memory of added value customer service wherever we are with whomever we encounter. This can best be accomplished by attempting to execute a standard problem-solving approach to every incident to encounter
Management Responsibilities
Basic organizational behavior must be customer oriented
- Need to continue to invest in human resources
- Bosses must take responsibility themselves, expand authority in others, and set the stage for good things to happen
- The basic management objective is to have our team win because of the coaching and not in spite of it
- Good coaching is almost invisible. Good service is obvious
Awards for Customer Service Excellence
Green sheets
- Leave time
- Letter of commendation
- Certificate of appreciation
- Crew citation
- Service excellence pens
Labor’s Role and Input
The most valuable resource of the PFD is our membership
Why do we operate within the Incident Command System?
In order to effectively manage personnel and resources and to provide for the safety and welfare of personnel, we will always operate within the Incident Command System.
Command Procedures are designed to
Fix the responsibility for command on a certain individual through a standard ID system depending on the arrival sequence of members, companies, and command officers
- Ensure that a strong, direct, and visible Command will be established from the onset of the incident
- Establish and effective organization defining the activities and responsibilities assigned to the IC and the other individuals operating with the ICS
- Provide a system to process information to support incident management, planning, and decision-making
- Provide a system for the orderly transfer of command to subsequent arriving officers.
- Ensure a seamless transition from a Type 5/4 incident to a Type 3/2/1 (NIMS)
Roles and Responsibilities within the ICS
Company Officers
- Occupy the position of IC when appropriate
- Occupy the position of Sector Officer when appropriate
- Manage task level activities and supervise firefighters
Responsibilities of Command
The Incident Commander is responsible for the completion of the tactical objectives. He is also the person who drives the system towards that end.
Tactical Objectives
- Remove endangered occupants and treat the injured
- Stabilize the incident and provide for life safety
- Conserve Property
- Provide for the safety, accountability, and welfare of personnel. THIS PRIORITY IS ONGOING THROUGHOUT THE INCIDENT
The Incident Command System is used to facilitate the completion of the
Tactical Objectives
________is the person who drives the command system towards that end (tactical objectives)
Incident Commander
_______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.
Incident Commander
The functions of Command define standard activities that are performed by the IC to achieve the tactical objectives
- Assume and announce command and establish an effective operating position (command post)
- Rapidly evaluate the situation (size up)
- Initiate, maintain, and control effective incident communications
- Provide and manage a steady, adequate, and timely stream of appropriate resources
- Identify overall strategy, develop an incident action plan (IAP), and assign companies and personnel consistent with plans and standard operating procedures
- Develop an effective Incident Command organization using Sectors/Divisions/Groups to decentralize and delegate geographic and functional responsibility
- Review and revise (as needed) the strategy to keep the IAP current
- Provide for the continuity, transfer, and termination of Command
____________ is responsible for all of these functions. As command is transferred, so is the responsibility for these functions.
Incident Commander
The first ____functions must be addressed immediately from initial assumption of command
6
Establishing Command
The 1st member or unit to arrive on scene of a multiple unit response shall assume command.
- The initial IC shall remain in command until command is transferred, the incident is stabilized and command terminated.
- 1 or 2 company responses that are not going to escalate beyond the commitment of these companies do not require a formal activation of the ICS. Examples would include:
- Single unit response, check welfare
- Check hazard
- Any EMS call requiring only one or two companies
- The first arriving fire department unit initiates the command process by giving an initial radio report.
What are the 7 bench marks On scene Report
- Clear Alarm
- 2.Unit designation/on the scene
- Building /area description
- Occupancy -Size -Height (assumed 1 story unless reported otherwise)
4. Obvious problem/conditions - - Nothing showing (indicates checking) - -Smoke showing (amount and location) - -Fire showing (amount and location) - -Working fire - -Fully involved. - 5..Action taken - -Assume command - -Laying a line - -Attacking with… - 6.Declaration of strategy - -Offensive or defensive
7. Command confirmation with name