IAHSS Basic Certification Study Guide
Which of the following statements best describes B. All staff directly employed by the facility.
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.
Security uses senior management's endorsement to A. Strong and effective.
build what kind of program?
A. Strong and effective.
B. A program that works in a small part of the facility.
C. Generally effective.
D. Strong and simple.
How should friendships and inter-personal relationships D. Encouraged, but security staff educated about ethics and avoiding
between security officers and staff members from other favoritism.
departments be treated?
A. Discouraged.
B. Encouraged.
C. Encouraged but monitored.
D. Encouraged, but security staff educated about ethics
and avoiding favoritism.
Which of the following allows a department to assess its C. Bench-marking.
cost-effectiveness within an organization?
A. Crime analysis.
B. Risk assessments.
C. Bench-marking.
D. Evaluation surveys.
What should the most primary overriding concern of B. The safety and well-being of anyone in the facility.
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.
Which of the following are skills a security professional D. All of the above.
should have and use at all times?
A. Good observation skills.
B. good communication skills.
C. Tolerance.
D. All of the above.
, IAHSS Basic Certification Study Guide
Why are vendors potentially a high security risk to a A. Vendors often have access to sensitive areas yet staff of the healthcare
healthcare facility? organization may know very little about vendor's background.
A. Vendors often have access to sensitive areas yet staff
of the healthcare organization may know very little
about vendor's background.
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.
In the patient- and family-centered care philosophy, D. The patient, provided he or she is developmentally mature and competent
who determines which individuals are part of the to do so.
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.
Which of the following is not an example of an external C. Employees.
costumer?
A. Patients.
B. Vendors.
C. Employees.
D. Regulatory agencies.
Which of the following does NOT help the security B. Wearing the uniform shirt outside of the trousers.
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.
Which of the following is NOT an example of D. Confidence.
undesirable behavior and demeanor in a security
officer?
A. Bad attitude.
B. Dishonesty.
C. Impoliteness.
D. Confidence.
, IAHSS Basic Certification Study Guide
What is the relationship between employees and A. Employee relations.
management sometimes called?
A. Employee relations.
B. Confidentiality.
C. Family interaction.
D. Tense conversation.
Which of the following may union members NOT do C. Block entrances to the building.
during picketing?
A. Carry signs.
B. Protest management decisions.
C. Block entrances to the building.
D. Congregate outside the facility.
Which of the following is NOT a true statement about B. Interaction can only be perceived by words stated.
customers' perceptions of their experience?
A. Interaction is subject to personal interpretation.
B. Interaction can only be perceived by words stated.
C. Interaction is affected by body language.
D. Interaction is affected by all of your actions.
Which of the following is NOT one of the three C. Trying to impress your supervisor.
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.
Which of the following describes the main objective of A. To make the customer walk away with a positive feeling.
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 though the customer,s wants were not met.
C. To make the customer think no one cares about the
concern raised by the customer.
D. To help the customer walk away with a neutral
feeling.
Which of the following is the definition of a customer? D. Anyone with whom you interact.
A. External paying customer.
B. Internal customer.
C. Non-paying external customer.
D. Anyone with whom you interact.
Which of the following is NOT a common technique to B. Use inappropriate body language.
use while providing good customer service.
A. Acknowledge the customer's needs.
B. Use inappropriate body language.
C. Provide alternatives.
D. Say thank you.
, IAHSS Basic Certification Study Guide
The Joint Commission requires that risk assessments be C. Every year.
conducted how often?
A. Every two years.
B. Every six months.
C. Every year.
D. Monthly.
Which of the following is NOT a true statement? C. Team building rarely contributes to support for ownership of decisions,
A. Team building encourages employee involvement in processes, and changes.
planning, problem solving, and decision making within
the organization.
B. Team building promotes a better understanding of
decisions.
C. Team building rarely contributes to support for
ownership of decisions, processes, and changes.
D. Active participation on teams can engage
employees.
Which of the following is NOT an ongoing or functional A. A project team.
work team?
A. A project team.
B. A natural work team.
C. A management team.
D. A process improvement team.
What is a misdemeanor? C. Any offense other than a felony.
A. A crime punishable by imprisonment for more than a
year.
B. A violation of the municipal code.
C. Any offense other than a felony.
D. A violation of the state's penal code.
To be successful, teams need which of the following? E. all of the above.
A. Access to resources.
B. Clearly defined boundaries.
C. Access to people who know.
D. Clearly defined purposes and goal.
E. all of the above.
What is the definition of crowd control? D. Techniques used to address unlawful public assemblies.
A. Techniques used to manage lawful public assemblies.
B. Allowing First Amendment activities.
C. Allowing Demonstrations.
D. Techniques used to address unlawful public
assemblies.
Which of the following is NOT a stage of team B. Ending.
development?
A. Forming.
B. Ending.
C. Norming.
D. Storming
Which of the following statements best describes B. All staff directly employed by the facility.
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.
Security uses senior management's endorsement to A. Strong and effective.
build what kind of program?
A. Strong and effective.
B. A program that works in a small part of the facility.
C. Generally effective.
D. Strong and simple.
How should friendships and inter-personal relationships D. Encouraged, but security staff educated about ethics and avoiding
between security officers and staff members from other favoritism.
departments be treated?
A. Discouraged.
B. Encouraged.
C. Encouraged but monitored.
D. Encouraged, but security staff educated about ethics
and avoiding favoritism.
Which of the following allows a department to assess its C. Bench-marking.
cost-effectiveness within an organization?
A. Crime analysis.
B. Risk assessments.
C. Bench-marking.
D. Evaluation surveys.
What should the most primary overriding concern of B. The safety and well-being of anyone in the facility.
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.
Which of the following are skills a security professional D. All of the above.
should have and use at all times?
A. Good observation skills.
B. good communication skills.
C. Tolerance.
D. All of the above.
, IAHSS Basic Certification Study Guide
Why are vendors potentially a high security risk to a A. Vendors often have access to sensitive areas yet staff of the healthcare
healthcare facility? organization may know very little about vendor's background.
A. Vendors often have access to sensitive areas yet staff
of the healthcare organization may know very little
about vendor's background.
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.
In the patient- and family-centered care philosophy, D. The patient, provided he or she is developmentally mature and competent
who determines which individuals are part of the to do so.
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.
Which of the following is not an example of an external C. Employees.
costumer?
A. Patients.
B. Vendors.
C. Employees.
D. Regulatory agencies.
Which of the following does NOT help the security B. Wearing the uniform shirt outside of the trousers.
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.
Which of the following is NOT an example of D. Confidence.
undesirable behavior and demeanor in a security
officer?
A. Bad attitude.
B. Dishonesty.
C. Impoliteness.
D. Confidence.
, IAHSS Basic Certification Study Guide
What is the relationship between employees and A. Employee relations.
management sometimes called?
A. Employee relations.
B. Confidentiality.
C. Family interaction.
D. Tense conversation.
Which of the following may union members NOT do C. Block entrances to the building.
during picketing?
A. Carry signs.
B. Protest management decisions.
C. Block entrances to the building.
D. Congregate outside the facility.
Which of the following is NOT a true statement about B. Interaction can only be perceived by words stated.
customers' perceptions of their experience?
A. Interaction is subject to personal interpretation.
B. Interaction can only be perceived by words stated.
C. Interaction is affected by body language.
D. Interaction is affected by all of your actions.
Which of the following is NOT one of the three C. Trying to impress your supervisor.
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.
Which of the following describes the main objective of A. To make the customer walk away with a positive feeling.
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 though the customer,s wants were not met.
C. To make the customer think no one cares about the
concern raised by the customer.
D. To help the customer walk away with a neutral
feeling.
Which of the following is the definition of a customer? D. Anyone with whom you interact.
A. External paying customer.
B. Internal customer.
C. Non-paying external customer.
D. Anyone with whom you interact.
Which of the following is NOT a common technique to B. Use inappropriate body language.
use while providing good customer service.
A. Acknowledge the customer's needs.
B. Use inappropriate body language.
C. Provide alternatives.
D. Say thank you.
, IAHSS Basic Certification Study Guide
The Joint Commission requires that risk assessments be C. Every year.
conducted how often?
A. Every two years.
B. Every six months.
C. Every year.
D. Monthly.
Which of the following is NOT a true statement? C. Team building rarely contributes to support for ownership of decisions,
A. Team building encourages employee involvement in processes, and changes.
planning, problem solving, and decision making within
the organization.
B. Team building promotes a better understanding of
decisions.
C. Team building rarely contributes to support for
ownership of decisions, processes, and changes.
D. Active participation on teams can engage
employees.
Which of the following is NOT an ongoing or functional A. A project team.
work team?
A. A project team.
B. A natural work team.
C. A management team.
D. A process improvement team.
What is a misdemeanor? C. Any offense other than a felony.
A. A crime punishable by imprisonment for more than a
year.
B. A violation of the municipal code.
C. Any offense other than a felony.
D. A violation of the state's penal code.
To be successful, teams need which of the following? E. all of the above.
A. Access to resources.
B. Clearly defined boundaries.
C. Access to people who know.
D. Clearly defined purposes and goal.
E. all of the above.
What is the definition of crowd control? D. Techniques used to address unlawful public assemblies.
A. Techniques used to manage lawful public assemblies.
B. Allowing First Amendment activities.
C. Allowing Demonstrations.
D. Techniques used to address unlawful public
assemblies.
Which of the following is NOT a stage of team B. Ending.
development?
A. Forming.
B. Ending.
C. Norming.
D. Storming
