IAHSS BASIC TRAINING FOR
HEALTHCARE SECURITY OFFICERS
Which-of-the-following-is-NOT-one-of-the-classifications-of-healthcare-organizations?
A.-Proprietary-or-for-profit
B.-Not-for-profit
C.-Government-supported
D.-Individual-healthcare---ans-✔✔D.-INDIVIDUAL-HEALTHCARE-is-NOT-one-of-the-
classifications-of-healthcare-organizations.
Which-of-the-following-is-NOT-a-risk-issue-for-healthcare?
A.-Drugs-are-used-and-stored-in-the-facility
B.-Mostly-female-staff
C.-High-percentage-of-technical-and-professional-staff
D.-Publicly-accessible-and-many-doors-must-remain-open---ans-✔✔C.-HIGH-
PERCENTAGE-OF-TECHNICAL-AND-PROFESSIONAL-STAFF-is-NOT-a-risk-issue-for-
healthcare.
Which-of-the-following-is-usually-at-the-top-of-the-organizational-chart?
A.-Board-of-directors
B.-Department-leaders
C.-Assistant-Administrators
D.-Vice-Presidents---ans-✔✔A.-BOARD-OF-DIRECTORS-is-usually-at-the-top-of-the-
organizational-chart.
Which-of-the-following-statements-best-describes-employees?
A.-Medical-staff-contracted-by-the-facility
B.-All-staff-directly-employed-by-the-facility
C.-Volunteers-who-donate-their-time
D.-Contracted-persons---ans-✔✔B.-ALL-STAFF-EMPLOYED-DIRECTLY-BY-THE-
FACILITY-best-describes-employees.
Security-uses-senior-management's-endorsement-to-build-what-kind-of-a-program?
A.-Strong-and-effective
B.-A-program-that-works-in-a-small-part-of-the-facility
C.-Generally-effective
,D.-Strong-and-simple---ans-✔✔A.-Security-uses-senior-management's-endorsement-to-
build-a-STRONG-AND-EFFECTIVE-program.
How-should-friendships-and-inter-personal-relationships-between-security-officers-and-
staff-members-from-other-departments-be-treated?
A.-Discouraged
B.-Encouraged
C.-Encouraged,-but-monitored
D.-Encouraged,-but-security-staff-educated-about-ethics-and-avoiding-favoritism---ans-
✔✔D.-Friendships-and-inter-personal-relationships-between-security-officers-and-staff-
members-from-other-departments-should-be-ENCOURAGED,-BUT-SECURITY-STAFF-
EDUCATED-ABOUT-ETHICS-AND-AVOIDING-FAVORITISM.
Which-of-the-following-allows-a-department-to-assess-its-cost-effectiveness-within-an-
organization?
A.-Crime-analysis
B.-Risk-assessment
C.-Benchmarking
D.-Evaluation-surveys---ans-✔✔C.-BENCHMARKING-allows-a-department-to-assess-its-
cost-effectiveness-within-an-organization.
What-must-the-primary-overriding-concern-of-any-security-department-be?
A.-Its-image
B.-The-safety-and-well-being-of-anyone-in-the-facility.
C.-The-goals-and-mission-of-the-entity-employing-the-security-services
D.-Cost-effectiveness---ans-✔✔B.-The-safety-and-well-being-of-anyone-in-the-facility-
must-the-primary-overriding-concern-of-any-security-department-.
Which-of-the-following-are-skills-a-security-professional-should-have-and-use-at-all-times?
A.-Good-observation-skills
B.-Good-communications-skills
C.-Tolerance
D.-All-of-the-Above---ans-✔✔D.-ALL-OF-THE-ABOVE:-A-security-professional-should-
have-and-use-GOOD-OBSERVATION-SKILLS,-GOOD-COMMUNICATIONS-SKILLS-
AND-TOLERANCE-at-all-times.
Why-are-vendors-potentially-a-high-security-risk-to-a-healthcare-facility?
A.-Vendors-often-have-access-to-sensitive-areas-yet-staff-of-the-healthcare-organization-
may-know-very-little-about-vendors'-backgrounds
B.-Vendors-typically-drive-large-vehicles-that-can-conceal-large-amounts-of-stolen-
property-or-contraband.
C.-Competing-vendors-may-clash-at-a-facility
,D.-Vendors-may-be-bringing-in-high-demand-products-that-could-be-targeted-for-theft.---
ans-✔✔A.-Vendors-are-potentially-a-high-security-risk-to-a-healthcare-facility-because-
VENDORS-OFTEN-HAVE-ACCESS-TO-SENSITIVE-AREAS-YET-STAFF-OF-THE-
HEALTHCARE-ORGANIZATION-MAY-KNOW-VERY-LITTLE-ABOUT-VENDORS'-
BACKGROUNDS.
In-the-patient--and-family-centered-care-philosophy,-who-determines-which-individuals-
are-part-of-the-patient's-family?
A.-Patient's-parents-or-legal-guardians
B.-Nursing-staff
C.-Attending-physician
D.-The-patient,-provided-he-or-she-is-developmentally-mature-and-competent-to-do-so.---
ans-✔✔D.-In-the-patient--and-family-centered-care-philosophy,-THE-PATIENT,-
determines-which-individuals-are-part-of-the-patient's-family,-PROVIDED-HE-OR-SHE-IS-
DEVELOPMENTALLY-MATURE-AND-COMPETENT-TO-DO-SO.
Which-of-the-following-is-NOT-an-example-of-an-external-customer?
A.-Patients
B.-Vendors
C.-Employees
D.-Regulatory-agencies---ans-✔✔C.-EMPLOYEES-is-not-an-example-of-an-external-
customer.
Which-of-the-following-does-NOT-help-the-security-uniform-communicate-an-appropriate-
message-to-the-public?
A.-Clean-uniform
B.-Wearing-the-uniform-shirt-outside-of-the-trousers
C.-Well-cared-for-uniform
D.-Shined-footwear---ans-✔✔B.-WEARING-THE-UNIFORM-SHIRT-OUTSIDE-OF-THE-
TROUSERS-does-NOT-help-the-security-uniform-communicate-an-appropriate-message-
to-the-public.
Which-of-the-following-is-NOT-an-example-of-undesirable-behavior-and-demeanor-in-a-
security-officer?
A.-Bad-attitude
B.-Dishonesty
C.-Impoliteness
D.-Confidence---ans-✔✔D.-CONFIDENCE-is-NOT-an-example-of-an-undesirable-
behavior-and-demeanor-in-a-security-officer.
What-is-the-relationship-between-employees-and-management-sometimes-called?
A.-Employee-relations
B.-Confidentiality
C.-Family-Interaction
D.-Tense-conversation---ans-✔✔A.-The-relationship-between-employees-and-
management-is-sometimes-called-EMPLOYEE-RELATIONS.
, Which-of-the-following-may-union-members-NOT-do-during-picketing?
A.-Carry-signs
B.-Protest-management-decisions
C.-Block-entrances-to-the-facility
D.-Congregate-outside-the-facility---ans-✔✔C.-Union-members-may-not-BLOCK-
ENTRANCES-TO-THE-FACILITY-during-picketing.
Which-of-the-following-is-NOT-a-true-statement-about-customers'-perceptions-of-their-
experience?
A.-Interaction-is-subject-to-personal-interpretation
B.-Interaction-can-only-be-perceived-by-the-words-stated
C.-Interaction-is-affected-by-body-language
D.-Interaction-is-affected-by-all-of-your-actions---ans-✔✔B.-INTERACTION-CAN-ONLY-
BE-PERCEIVED-BY-THE-WORDS-STATED-is-NOT-a-true-statement-about-customer's-
perception-of-their-experience..
Which-of-the-following-is-NOT-one-of-the-three-powerful,-personal-reasons-to-provide-
great-customer-service?
A.-More-job-satisfaction
B.-Less-stress-and-hassle
C.-Trying-to-impress-your-supervisor
D.-More-job-success---ans-✔✔C.-TRYING-TO-IMPRESS-YOUR-SUPERVISOR-is-NOT-
one-of-the-three-powerful,-personal-reasons-to-provide-great-customer-service.
Which-of-the-following-describes-the-main-objective-of-good-customer-service?
A.-To-make-the-customer-walk-away-with-a-positive-feeling
B.-To-help-the-customer-see-that-someone-tried,-even-
though-the-customer's-wants-were-not-met
C.-To-make-the-customer-think-that-no-one-cares-about-the-concern-raised-by-the-
customer
D.-To-help-the-customer-walk-away-with-a-neutral-feeling---ans-✔✔A.-The-main-objective-
of-good-customer-service-is-TO-MAKE-THE-CUSTOMER-WALK-AWAY-WITH-A-
POSITIVE-FEELING-[about-the-encounter].
Which-of-the-following-is-the-definition-of-a-customer?
A.-External-paying-customer
B.-Internal-customer
C.-Non-paying-external-customer
D.-Anyone-with-whom-you-interact---ans-✔✔D.-A-customer-is-defined-as-ANYONE-WITH-
WHOM-YOU-INTERACT.
HEALTHCARE SECURITY OFFICERS
Which-of-the-following-is-NOT-one-of-the-classifications-of-healthcare-organizations?
A.-Proprietary-or-for-profit
B.-Not-for-profit
C.-Government-supported
D.-Individual-healthcare---ans-✔✔D.-INDIVIDUAL-HEALTHCARE-is-NOT-one-of-the-
classifications-of-healthcare-organizations.
Which-of-the-following-is-NOT-a-risk-issue-for-healthcare?
A.-Drugs-are-used-and-stored-in-the-facility
B.-Mostly-female-staff
C.-High-percentage-of-technical-and-professional-staff
D.-Publicly-accessible-and-many-doors-must-remain-open---ans-✔✔C.-HIGH-
PERCENTAGE-OF-TECHNICAL-AND-PROFESSIONAL-STAFF-is-NOT-a-risk-issue-for-
healthcare.
Which-of-the-following-is-usually-at-the-top-of-the-organizational-chart?
A.-Board-of-directors
B.-Department-leaders
C.-Assistant-Administrators
D.-Vice-Presidents---ans-✔✔A.-BOARD-OF-DIRECTORS-is-usually-at-the-top-of-the-
organizational-chart.
Which-of-the-following-statements-best-describes-employees?
A.-Medical-staff-contracted-by-the-facility
B.-All-staff-directly-employed-by-the-facility
C.-Volunteers-who-donate-their-time
D.-Contracted-persons---ans-✔✔B.-ALL-STAFF-EMPLOYED-DIRECTLY-BY-THE-
FACILITY-best-describes-employees.
Security-uses-senior-management's-endorsement-to-build-what-kind-of-a-program?
A.-Strong-and-effective
B.-A-program-that-works-in-a-small-part-of-the-facility
C.-Generally-effective
,D.-Strong-and-simple---ans-✔✔A.-Security-uses-senior-management's-endorsement-to-
build-a-STRONG-AND-EFFECTIVE-program.
How-should-friendships-and-inter-personal-relationships-between-security-officers-and-
staff-members-from-other-departments-be-treated?
A.-Discouraged
B.-Encouraged
C.-Encouraged,-but-monitored
D.-Encouraged,-but-security-staff-educated-about-ethics-and-avoiding-favoritism---ans-
✔✔D.-Friendships-and-inter-personal-relationships-between-security-officers-and-staff-
members-from-other-departments-should-be-ENCOURAGED,-BUT-SECURITY-STAFF-
EDUCATED-ABOUT-ETHICS-AND-AVOIDING-FAVORITISM.
Which-of-the-following-allows-a-department-to-assess-its-cost-effectiveness-within-an-
organization?
A.-Crime-analysis
B.-Risk-assessment
C.-Benchmarking
D.-Evaluation-surveys---ans-✔✔C.-BENCHMARKING-allows-a-department-to-assess-its-
cost-effectiveness-within-an-organization.
What-must-the-primary-overriding-concern-of-any-security-department-be?
A.-Its-image
B.-The-safety-and-well-being-of-anyone-in-the-facility.
C.-The-goals-and-mission-of-the-entity-employing-the-security-services
D.-Cost-effectiveness---ans-✔✔B.-The-safety-and-well-being-of-anyone-in-the-facility-
must-the-primary-overriding-concern-of-any-security-department-.
Which-of-the-following-are-skills-a-security-professional-should-have-and-use-at-all-times?
A.-Good-observation-skills
B.-Good-communications-skills
C.-Tolerance
D.-All-of-the-Above---ans-✔✔D.-ALL-OF-THE-ABOVE:-A-security-professional-should-
have-and-use-GOOD-OBSERVATION-SKILLS,-GOOD-COMMUNICATIONS-SKILLS-
AND-TOLERANCE-at-all-times.
Why-are-vendors-potentially-a-high-security-risk-to-a-healthcare-facility?
A.-Vendors-often-have-access-to-sensitive-areas-yet-staff-of-the-healthcare-organization-
may-know-very-little-about-vendors'-backgrounds
B.-Vendors-typically-drive-large-vehicles-that-can-conceal-large-amounts-of-stolen-
property-or-contraband.
C.-Competing-vendors-may-clash-at-a-facility
,D.-Vendors-may-be-bringing-in-high-demand-products-that-could-be-targeted-for-theft.---
ans-✔✔A.-Vendors-are-potentially-a-high-security-risk-to-a-healthcare-facility-because-
VENDORS-OFTEN-HAVE-ACCESS-TO-SENSITIVE-AREAS-YET-STAFF-OF-THE-
HEALTHCARE-ORGANIZATION-MAY-KNOW-VERY-LITTLE-ABOUT-VENDORS'-
BACKGROUNDS.
In-the-patient--and-family-centered-care-philosophy,-who-determines-which-individuals-
are-part-of-the-patient's-family?
A.-Patient's-parents-or-legal-guardians
B.-Nursing-staff
C.-Attending-physician
D.-The-patient,-provided-he-or-she-is-developmentally-mature-and-competent-to-do-so.---
ans-✔✔D.-In-the-patient--and-family-centered-care-philosophy,-THE-PATIENT,-
determines-which-individuals-are-part-of-the-patient's-family,-PROVIDED-HE-OR-SHE-IS-
DEVELOPMENTALLY-MATURE-AND-COMPETENT-TO-DO-SO.
Which-of-the-following-is-NOT-an-example-of-an-external-customer?
A.-Patients
B.-Vendors
C.-Employees
D.-Regulatory-agencies---ans-✔✔C.-EMPLOYEES-is-not-an-example-of-an-external-
customer.
Which-of-the-following-does-NOT-help-the-security-uniform-communicate-an-appropriate-
message-to-the-public?
A.-Clean-uniform
B.-Wearing-the-uniform-shirt-outside-of-the-trousers
C.-Well-cared-for-uniform
D.-Shined-footwear---ans-✔✔B.-WEARING-THE-UNIFORM-SHIRT-OUTSIDE-OF-THE-
TROUSERS-does-NOT-help-the-security-uniform-communicate-an-appropriate-message-
to-the-public.
Which-of-the-following-is-NOT-an-example-of-undesirable-behavior-and-demeanor-in-a-
security-officer?
A.-Bad-attitude
B.-Dishonesty
C.-Impoliteness
D.-Confidence---ans-✔✔D.-CONFIDENCE-is-NOT-an-example-of-an-undesirable-
behavior-and-demeanor-in-a-security-officer.
What-is-the-relationship-between-employees-and-management-sometimes-called?
A.-Employee-relations
B.-Confidentiality
C.-Family-Interaction
D.-Tense-conversation---ans-✔✔A.-The-relationship-between-employees-and-
management-is-sometimes-called-EMPLOYEE-RELATIONS.
, Which-of-the-following-may-union-members-NOT-do-during-picketing?
A.-Carry-signs
B.-Protest-management-decisions
C.-Block-entrances-to-the-facility
D.-Congregate-outside-the-facility---ans-✔✔C.-Union-members-may-not-BLOCK-
ENTRANCES-TO-THE-FACILITY-during-picketing.
Which-of-the-following-is-NOT-a-true-statement-about-customers'-perceptions-of-their-
experience?
A.-Interaction-is-subject-to-personal-interpretation
B.-Interaction-can-only-be-perceived-by-the-words-stated
C.-Interaction-is-affected-by-body-language
D.-Interaction-is-affected-by-all-of-your-actions---ans-✔✔B.-INTERACTION-CAN-ONLY-
BE-PERCEIVED-BY-THE-WORDS-STATED-is-NOT-a-true-statement-about-customer's-
perception-of-their-experience..
Which-of-the-following-is-NOT-one-of-the-three-powerful,-personal-reasons-to-provide-
great-customer-service?
A.-More-job-satisfaction
B.-Less-stress-and-hassle
C.-Trying-to-impress-your-supervisor
D.-More-job-success---ans-✔✔C.-TRYING-TO-IMPRESS-YOUR-SUPERVISOR-is-NOT-
one-of-the-three-powerful,-personal-reasons-to-provide-great-customer-service.
Which-of-the-following-describes-the-main-objective-of-good-customer-service?
A.-To-make-the-customer-walk-away-with-a-positive-feeling
B.-To-help-the-customer-see-that-someone-tried,-even-
though-the-customer's-wants-were-not-met
C.-To-make-the-customer-think-that-no-one-cares-about-the-concern-raised-by-the-
customer
D.-To-help-the-customer-walk-away-with-a-neutral-feeling---ans-✔✔A.-The-main-objective-
of-good-customer-service-is-TO-MAKE-THE-CUSTOMER-WALK-AWAY-WITH-A-
POSITIVE-FEELING-[about-the-encounter].
Which-of-the-following-is-the-definition-of-a-customer?
A.-External-paying-customer
B.-Internal-customer
C.-Non-paying-external-customer
D.-Anyone-with-whom-you-interact---ans-✔✔D.-A-customer-is-defined-as-ANYONE-WITH-
WHOM-YOU-INTERACT.
