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