IAHSS Supervisor Manual (3rd edition)
Instructor Presentation Questions with
Correct Answers
Change, Challenge & Opportunities - ANSWERSAs a supervisor, your actions can
result in liability to the organization and to you personally.
Experiences play a major role in becoming an effective supervisor.
Supervision requires good judgment and the ability to not over-react or under-react.
A healthcare facility is characterized by a rapidly changing environment.
Regulation of the healthcare industry, ongoing managed care mandates, restructuring of
healthcare organizations, impact of technology, and ongoing social and ethical factors.
The Demands of the Security Supervisor Position - ANSWERSSupervisors serve as the
link between the higher levels of administration and the employees at the base of an
administrative pyramid.
Physicians do not typically fall into the pyramid, a common complicating factor.
The supervisor is responsible to employees, his/her supervisor, to act as a connecting
link between leadership and employees, and maintain good relationships with leaders
and supervisors from other departments.
A customer focus and good technical and professional skills are necessary.
Basic Elements of Supervision - ANSWERSNecessary skills:
Above-average leadership skills
Team-building skills
Good communications skills
Excellent follow-through on projects and special assignments
Regularly demonstrated interpersonal skills
The performance of the security officers you supervise shows your leadership ability.
The most important factor in being a healthcare security supervisor is honesty and
integrity.
Suggestions for the Effective Supervisor - ANSWERSBe flexible - adjust and overcome
when things do not go as planned.
Have a positive attitude about your department, your organization, and your profession.
Be technically proficient.
Find time for professional development.
Stay abreast of changes in your local environment and the industry.
"Your ability to create constructive change can be the greatest single indicator of your
supervisory performance."
Chapter 2
Supervisor Responsibilities - ANSWERS
,Organizational Structure - ANSWERSThe size of an organization often determines the
security department's structure. The larger the organization, the more likely security will
have multiple levels of supervision.
Having a champion for the security cause as close as possible to the top executive of
the organization may very well determine the success of the department and, quite
importantly, its funding.
Success in Supervising - ANSWERSYour success as a supervisor depends on your
ability to:
Make sound, value-based judgments
Be honest, fair, and ethical
Listen with genuine interest
Be accountable—especially when you make a mistake
Make tough decisions
Make timely decisions
Display personal and professional confidence
You must be balanced in the way you interact with staff, subordinates, superiors, and
the organization.
Employees are security's most valuable asset:
Security officers make most of the critical (in-the-moment) security decisions in the
organization.
Labor and labor-related costs amount to more than 93% of all security operating
budgets.
Success in Supervising - ANSWERSTrust has the most impact on one's ability to
successfully supervise.
Advocate for your employees and do your best to put employees in situations where
they are most likely to be successful.
As much as you are an advocate for the employee, you are equally, if not more, an
advocate for the organization.
Most supervisory work falls into the categories of personnel and tasks.
Key Personnel Responsibilities - ANSWERSHiring the right people, training, and
retraining
Giving recognition
Coaching and mentoring
Evaluating performance as an ongoing process
Taking disciplinary action and terminating employees
Dealing flexibly with employees' personal issues
Effective listening is key
Key Supervisory Tasks - ANSWERSDocumentation
Often, ability to communicate in writing determines an individual's success as a
supervisor.
Scheduling
, The schedule must, first, work for your organization and, second, be fair and equitable
for your staff.
Budgets
Being able to justify staffing needs is important
Other assigned duties
A means to contribute to the growth of the department as well as your own personal and
professional growth.
Policies and procedures
Investigations
Uniforms and equipment
Keeping an Eye on the Little Things - ANSWERSEvery one of us wishes we had a
person to take care of the "little things" that affect us.
Schedules completed in advance, supplies ordered on time, etc.
Keep problems small - address them as they arise.
You will be respected for making a decision and standing by it.
Good supervisors do not happen by accident.
They are a product of hard work, tremendous patience, continuous learning, and a
genuine commitment to staff.
Chapter 3
Employee Relations and Employee Appraisals - ANSWERS
Employee Relations - ANSWERSEmployee relations are the employer-employee
relationships that promotes morale, motivation, and productivity.
The goal of employee relations is to prevent and resolve employee problems that are a
product of or affect employee work situations.
Management has the responsibility to provide employees with a clear interpretation of
the organization's mission, vision, policies, and goals.
Monthly meetings promote effective employer-to-employee relations.
Employee Recognition - ANSWERSFocusing on employee recognition develops an
atmosphere that promotes teamwork, cooperation, innovation, and appreciation for
individual and collective contribution.
Goals of employee recognition
Reinforce desired behaviors in the workplace
Improve staff morale and satisfaction
Increase productivity
Promote teamwork
Reward positive attitudes
Deter negative attitudes
Demonstrate value to the organization
Increase loyalty to the organization
Decrease turnover
Create satisfied employees who contribute to satisfied patients and favorable Press
Ganey scores
Instructor Presentation Questions with
Correct Answers
Change, Challenge & Opportunities - ANSWERSAs a supervisor, your actions can
result in liability to the organization and to you personally.
Experiences play a major role in becoming an effective supervisor.
Supervision requires good judgment and the ability to not over-react or under-react.
A healthcare facility is characterized by a rapidly changing environment.
Regulation of the healthcare industry, ongoing managed care mandates, restructuring of
healthcare organizations, impact of technology, and ongoing social and ethical factors.
The Demands of the Security Supervisor Position - ANSWERSSupervisors serve as the
link between the higher levels of administration and the employees at the base of an
administrative pyramid.
Physicians do not typically fall into the pyramid, a common complicating factor.
The supervisor is responsible to employees, his/her supervisor, to act as a connecting
link between leadership and employees, and maintain good relationships with leaders
and supervisors from other departments.
A customer focus and good technical and professional skills are necessary.
Basic Elements of Supervision - ANSWERSNecessary skills:
Above-average leadership skills
Team-building skills
Good communications skills
Excellent follow-through on projects and special assignments
Regularly demonstrated interpersonal skills
The performance of the security officers you supervise shows your leadership ability.
The most important factor in being a healthcare security supervisor is honesty and
integrity.
Suggestions for the Effective Supervisor - ANSWERSBe flexible - adjust and overcome
when things do not go as planned.
Have a positive attitude about your department, your organization, and your profession.
Be technically proficient.
Find time for professional development.
Stay abreast of changes in your local environment and the industry.
"Your ability to create constructive change can be the greatest single indicator of your
supervisory performance."
Chapter 2
Supervisor Responsibilities - ANSWERS
,Organizational Structure - ANSWERSThe size of an organization often determines the
security department's structure. The larger the organization, the more likely security will
have multiple levels of supervision.
Having a champion for the security cause as close as possible to the top executive of
the organization may very well determine the success of the department and, quite
importantly, its funding.
Success in Supervising - ANSWERSYour success as a supervisor depends on your
ability to:
Make sound, value-based judgments
Be honest, fair, and ethical
Listen with genuine interest
Be accountable—especially when you make a mistake
Make tough decisions
Make timely decisions
Display personal and professional confidence
You must be balanced in the way you interact with staff, subordinates, superiors, and
the organization.
Employees are security's most valuable asset:
Security officers make most of the critical (in-the-moment) security decisions in the
organization.
Labor and labor-related costs amount to more than 93% of all security operating
budgets.
Success in Supervising - ANSWERSTrust has the most impact on one's ability to
successfully supervise.
Advocate for your employees and do your best to put employees in situations where
they are most likely to be successful.
As much as you are an advocate for the employee, you are equally, if not more, an
advocate for the organization.
Most supervisory work falls into the categories of personnel and tasks.
Key Personnel Responsibilities - ANSWERSHiring the right people, training, and
retraining
Giving recognition
Coaching and mentoring
Evaluating performance as an ongoing process
Taking disciplinary action and terminating employees
Dealing flexibly with employees' personal issues
Effective listening is key
Key Supervisory Tasks - ANSWERSDocumentation
Often, ability to communicate in writing determines an individual's success as a
supervisor.
Scheduling
, The schedule must, first, work for your organization and, second, be fair and equitable
for your staff.
Budgets
Being able to justify staffing needs is important
Other assigned duties
A means to contribute to the growth of the department as well as your own personal and
professional growth.
Policies and procedures
Investigations
Uniforms and equipment
Keeping an Eye on the Little Things - ANSWERSEvery one of us wishes we had a
person to take care of the "little things" that affect us.
Schedules completed in advance, supplies ordered on time, etc.
Keep problems small - address them as they arise.
You will be respected for making a decision and standing by it.
Good supervisors do not happen by accident.
They are a product of hard work, tremendous patience, continuous learning, and a
genuine commitment to staff.
Chapter 3
Employee Relations and Employee Appraisals - ANSWERS
Employee Relations - ANSWERSEmployee relations are the employer-employee
relationships that promotes morale, motivation, and productivity.
The goal of employee relations is to prevent and resolve employee problems that are a
product of or affect employee work situations.
Management has the responsibility to provide employees with a clear interpretation of
the organization's mission, vision, policies, and goals.
Monthly meetings promote effective employer-to-employee relations.
Employee Recognition - ANSWERSFocusing on employee recognition develops an
atmosphere that promotes teamwork, cooperation, innovation, and appreciation for
individual and collective contribution.
Goals of employee recognition
Reinforce desired behaviors in the workplace
Improve staff morale and satisfaction
Increase productivity
Promote teamwork
Reward positive attitudes
Deter negative attitudes
Demonstrate value to the organization
Increase loyalty to the organization
Decrease turnover
Create satisfied employees who contribute to satisfied patients and favorable Press
Ganey scores
