IAHSS Advanced Officer Certification Questions And Answers 100% Verified

IAHSS Advanced Officer Certification Questions And Answers 100% Verified What is the primary role of a security officer in crime prevention? a. Reduce the desire for a person to committ a crime. b. Patrol all assigned areas dilligently. c. Reduce the opportunity for a person to committ a crime. d. None of these - correct answerc. Reduce the opportunity for a person to committ a crime. Crime prevention is the anticipation, recognition, and appraisal of a crime risk. It also involves what? a. Initiating some action to remove or reduce the risk. b. Reporting the risk to law enforcement authorities. c. Documenting the risk to the administration. d. Each of the above. - correct answera. Initiating some action to remove or reduce the risk. What must be done about life safety deficiencies found in the hazzard surveillance tour? a. Report them to the nearest medical personnel. b. Correct them before the next safety committee meeting. c. Report them to the Occupational Safety and Health Administration. d. Correct them immediately. - correct answerd. Correct them immediately. What is the purpose of crime analysis? a. Identify problems and develop strategies to reduce problems. b. Assist law enforcement in identifying known criminals. c. Solve crimes and make arrests. d. None of the above. - correct answera. Identify problems and develop strategies to reduce problems. Which of the following is easier and more cost effective for an institution? a. Allowing outside organizations to conduct safety training. b. Installing access controls only on exterior doors. c. Using off-duty law enforcement officers instead of security officers. d. Building in security systems during building design. - correct answerd. Building in security systems during building design. The Triangle of Crime consists of: a. Opportunity, Unattended Items, Desire b. Ability, Opportunity, Randon Access c. Opportunity, Desire, Ability d. Access, Desire, Opportunity - correct answerc. Opportunity, Desire, Ability What are the layers of protection through physical security planning? - correct answer* Perimeter Barrior: line or outside perimeter of the site * Building's Exterior: top, sides, bottom of building * Interior Controls: lock/key systems, access control systems, alarms, camera, policies/procedures, training How can employee awareness programs improve safety in a healthcare facility? - correct answer* Generates employee involvement * Improves trust/credibility in the security program and it's personnel What are the two most important aspects of a successful security program? a. Assist law enforcement and identifying known criminals b. Patrol and crime prevention c. Crime prevention and risk assessment d. Security awareness and crime prevention - correct answerd. Security awareness and crime prevention Why is crime analysis important? - correct answerIt helps security monitor the level and types of crime and seasonal fluctuations. How does environmental design promote a safer environment? - correct answerDesign areas with: CPTED Clear sight lines Appropriate lighting Unambiguous sinage Sprinkler heads must not have any obstruction or storage within _____ inches of the sprinkler head: a. 12 b. 16 c. 18 d. 20 - correct answerc. 18 What agency requires Hazard Surveillance Rounds? a. Occupational Safety Health Association (OSHA) b. The Joint Commission (TJC) c. National Fire Protection Association (NFPA) d. Environmental Protection Agency (EPA) - correct answerb. The Joint Commission What are the two categories of safety and securities inspections? a. Surveillance surveys and security surveys b. Hazard inspections and security rounds c. Hazard surveillance rounds and security surveys d. Surveillance rounds and hazard surveillance surveys - correct answerc. Hazard surveillance rounds and security surveys Hazard Surveillance Round inspections are reported to: a. Occupational Safety Health Association (OSHA) b. The Supervisor of the facility c. The Joint Commission (TJC) d. The safety committee of the healthcare organization - correct answerd. The safety committee of the healthcare organization Patient care buildings and satellite health centers require Hazard Surveillance Round inspections: a. Once per year b. Twice per year c. Every two years d. Every three years - correct answerc. Twice per year Non-patient care buildings and exterior grounds require Hazard Surveillance Round inspections: a. Once per year b. Twice per year c. Every two years d. None of the above - correct answera. Once per year The five-step approach to crime analysis is: a. Gather, Collate, Analyze, Separate, Evaluate feedback b. Collect, Collate, Analyze, Disseminate, Gather/Evaluate feedback c. Collect, Evaluate, Collate, Disseminate, Gather feedback d.Collect, Collate, Analyze, Gather/Evaluate feedback - correct answerb. Collect, Collate, Analyze, Disseminate, Gather/Evaluate feedback Crime analysis data reports should be presented to the institutional safety committee how often? a. Quarterly b. Bi-Annually c. Annually d. Never - correct answera. Quarterly Healthcare facilities that provide _______ customer service motivate customers to tell others about these organizations. a. Respectful b. Adequate c. Knowledgeable d. Excellent - correct answerd. Excellent Process improvements in customer service can be measured how? a. Surveys b. Monitoring performance c. Benchmarking d. All of the above - correct answerd. All of the above _______ can be an excellent way to measure customer service and improve performance: a. Surveys b. Feedback c. Employee complaints d. Phone call monitoring - correct answerb. Feedback ______ is an element in improving customer service: a. Identifying customers b. Attitude c. Communication d. Training e. All of the above - correct answere. All of the above Communication is ________________: a. 93% body language, 7% words b. 50% non-verbal, 50% verbal c. 80% verbal, 20% gesture d. 75% verbal, 20% gestures and tone of voice - correct answera. 93% body language, 7% words Customer retention is __________ times less expensive than attracting new customers. a. 2 to 3 b. 5 to 6 c. 7 to 9 d. 10 to 12 - correct answerb. 5 to 6 Satisfied customers on average tell _________ other people about their positive experience at a healthcare facility. a. 1 to 2 b. 2 to 3 c. 4 to 5 d. 6 to 7 - correct answerc. 4 to 5 How many healthcare organizations have earned the Planetree organization's designation as a 'patient-centered hospital'? a. Less than 100 b. Less than 115 c. More than 125 d. More than 200 - correct answerc. more than 125 What are the four elements of the "Fish" philosophy? - correct answer1. Choose your attitude 2. Play 3. Make Their day 4. Be present, be there The acronym HEART expresses what: - correct answerHonesty Empathetic Appreciative Respectful Tolerant Research reveals that consumers make buying decisions based on: a. 70% service / 30% product b. 80% service / 20% product c. 90% sevice / 10% product d. 95% sevice / 5% product - correct answerc. 90% sevice / 10% product _____ % of customers stop doing business with an company because they are dissatisifed with the product or service. a. 10 % b. 14% c. 23% d. 31% - correct answerb. 14% ______ % of customers leave because of an attitude of indifference on the part of the service provider. a. 25% b. 50% c. 68% d. 75% - correct answerc. 68% What determines whether a customer is satisfied or not? a. A customer that is visably pleased b. A customers perception of having needs met c. A customers who has had his questions answered d. A customer feeling good - correct answerb. A customers perception of having needs met Key traits security officers should have (7): - correct answerEmotional awareness; concern; Problem solving; Initiative; responsibility; Explaining, and informing What is the most powerful booster of customer service improvement? a. Surveys