IAHSS Supervisor - Third Addition Exam Questions and Answers

What always stays constant regardless of where you work? - ANSWER-Change What is the goal of managed care systems? - ANSWER-To control cost Which category in the institutions organizational chart best describes line officers' position? - ANSWER-Employee What is the most important factor in being a security officer? - ANSWER-Honesty and integrity What does CMS stand for? - ANSWER-Centers for Medicare & Medicaid Services What does FTE stand for? - ANSWER-Full Time Equivalent What does HIPPA stand for? - ANSWER-Health Insurance Portability and Accountability Act Who makes most of the critical security decisions in the organization? - ANSWER-Security Officer For whom do supervisors advocate? - ANSWER-Employees and the organization What the two distinct sides of a supervisor's work? - ANSWER-Personnel and tasks What are three tasks assigned to a supervisor? - ANSWER-1) Documentation 2) Scheduling and 3) Budget What is the simple secret to keeping employees content? - ANSWER-Take care of the little things A good supervisor is one who can create _________________________ . - ANSWER-Balance What percentage of the security operating budget is allocated to labor and labor-related costs? - ANSWER-More than 93% A simple rule of that is what is for the team or _________________________ wins out over what is good for the ________________________. - ANSWER-Organization.... individual Real recognition, given ____________________, makes an impact and helps build individual as well as team morale. - ANSWER-Correctly As a supervisor, you must recognize what various staff member are _______________ at and then work to put them in situations where they can ____________________. - ANSWER-Good..... flourish Documenting employee performance is an essential, ________________ process. - ANSWER-Everyday The schedule must, first, work for your ______________________ and, second, be fair and equitable for your __________________________. - ANSWER-Organization..... staff Policies and procedures are written to __________________ the organization and the officers. - ANSWER-Protect Which of these is one of the most important activities that management has in dealing with security personnel? - ANSWER-Communications Which of the following is one of the benefits of recognizing employees? - ANSWER-Promotes teamwork and appreciation Which one of the following principles is not consistent with progressive discipline? - ANSWER-Punitive actions When administrating progressive discipline a supervisor must do what? - ANSWER-Should always have a witness and document actions What is the goal of employee relations? - ANSWER-Prevent and resolve employee problems that are a product of or affect employee work situation. What is the purpose of an appraisal? - ANSWER-Evaluate how each employee's performance measures up to the requirements of the position. What is progress discipline? - ANSWER-The process of applying escalating penalties for repeated infractions. What is a developmental appraisal? - ANSWER-Uses traditional appraisal components and incorporates a structure of communication between the employee and management. If it is not documented, it did not ______________________ . - ANSWER-happen. Which of the following describes the two basic categories of authority? - ANSWER-Formal and Informal The chain of command is often described by which term? - ANSWER-Unbroken line of authority The security profession has a tendency toward which style of management? - ANSWER-Authoritarian Which of the following is not a trait of a successful supervisor? - ANSWER-Span of control Informal authority is not granted by the organization, but developed by the _______________________. - ANSWER-Individual _______________ ________________ a group-oriented management style-- is the preferred supervisory style. - ANSWER-Quality Management Open, two-way ______________________ is vital for success with quality management. - ANSWER-Communication As the supervisor, you are the channel of ________________________ between departments. - ANSWER-Communication What is the difference between managers and leaders? - ANSWER-Leaders do the right thing. According to Chapter 5, how many basic functions are there of effective leadership? - ANSWER-Eight Which type of leader motivates other by using inspirational approaches? - ANSWER-Transformational leader Which of the following best defines delegation as described in Chapter 5? - ANSWER-A way to multiply effectiveness through others. Manager do things _______________ while leaders do the ____________ thing. - ANSWER-Right.... right A successful ______________________ develops the team, creates vision, clarifies values, positions the staff, communicates effectively, empowers staff, coaches staff, and measures success. - ANSWER-Leader Which of the following describes a complaint? - ANSWER-Statement of unhappiness Which of the following is not a stress factor? - ANSWER-Desire to help people How often should the employee handbook be updated? - ANSWER-Yearly Which of the following is not a result of dissatisfaction? - ANSWER-Fair treatment Which of the following is not part of the resolution process? - ANSWER-Time-specific discussion. Maintaining ____________, harmony, and productivity is a basic element of supervisory responsibilities. - ANSWER-Peace Effective supervisors are ____________________ and pay attention to what is going on in the workplace. - ANSWER-Proactive Early intervention is most _____________________. - ANSWER-Effective You want to be seen as being fair, impartial, non-judgmental, and sincerely interested in a _____________________. - ANSWER-Solution What type of act is listening? - ANSWER-Unnatural What type of questions should you use to gather information? - ANSWER-Open-ended Which of the following is not a core condition of effective communications? - ANSWER-Free of distraction The first part of organizing writing is what? - ANSWER-Solid introduction Which of the following is not an advantage of e-mail? - ANSWER-More of an interruption than a phone call Adults with successful careers, happy personal lives, and lasting friendships have something in common: they know how to ______________________ effectively. - ANSWER-Communicate The way the message is communicated can be more _____________ than the message itself. - ANSWER-important Your emotional ___________________ is your ability to control your behaviors and emotions in relationships with others. - ANSWER-intelligence To be an effective communicator, you learn to _____________ as well as to speak and to ___________. - ANSWER-Listen....speak Listening is the most import skill a good ___________________ can master - ANSWER-Communicator Core conditions of effective communication consists of four variables: Accurate empathy, positive regard, genuineness, and __________________. - ANSWER-Specificity Which of the following is not a step of self-evaluation? - ANSWER-Mentor and be mentored Which of the following best describes the definition of goals? - ANSWER-A rough roadmap of where you want to be What type of process is goal-setting? - ANSWER-Ongoing Which of the following is not an outcome of self-improvement? - ANSWER-Less employee efficiency What is a common thread in professional growth and development? - ANSWER-Continual change A supervisor should learn enough about __________________ to adapt their supervisory technique for each person under their charge. - ANSWER-Personalities A cause of negligent action against a supervisor, as well as against and institution, may be found in _______________________. - ANSWER-1) hiring 2) retention 3) training What are the four elements that must always be proven in a tort actions? - ANSWER-Duty, breach, cause and damages What is the burden of proof a plaintiff must show in a tort cases against a supervisor or an institution? - ANSWER-By a preponderance of evidence For what reason should a supervisor document employee performance? - ANSWER-To bring about a change in behavior or an improvement in employee performance. Sexual harassment is defined as what? - ANSWER-1) Asking for sexual favors 2) Sharing sexually oriented jokes and cartoon and 3) giving out work assignments based on sex Intentional torts occur when someone acts ________________ and violates the legally protected rights of another. - ANSWER-Purposefully Negligent tort occur when some has a duty to act in a certain way and either fails to act entirely or acts ___________________. - ANSWER-Incompletely A supervisor needs to document both _________ and ________ performance and behavior. - ANSWER-good... bad Nothing in the personnel file should be a ________________ to the employee. - ANSWER-shock There are several external organizations that healthcare institutions collaborate with to maintain a safe environment. What is the common mission among them? - ANSWER-Continuously promote, improve, and assure health and safety What is the objective of the Safety Management program? - ANSWER-Improve organizational performance, Minimize accidents and injuries and reduce or control costs for Workers' Compensation Standard precautions are a set of precautions the CDC established to minimize the risk of infection. Which of the following is not covered under standard precautions? - ANSWER-Sweat What is the most important concept to remember in MRI safety? - ANSWER-The magnet is always on. It is never off. It is always a magnet. Working in a hospital, security must be aware of what three types of hazards? - ANSWER-Serious infectious diseases, strong magnets and toxic chemicals If it is wet and human? - ANSWER-Do not touch it without gloves If it is wet, human, and it may splash or spray? - ANSWER-Protect your mucous membranes (particularly nostrils, lip's, and ears) and skin If it is sharp? - ANSWER-Use safety-designed alternatives (after proper training). Us with utmost caution. Dispose of these items in sharps containers immediately after use Most MRI systems contain a 1.5-T magnet, which is very powerful and has approximately 30,000 times the magnet pull of the __________. - ANSWER-Earth What is a budget? - ANSWER-A financial plan Define ROI - ANSWER-Return on Investment What does benchmarking accomplish? - ANSWER-Establishes a best-practice standard Which of the following is not a cost control measure? - ANSWER-Increase expenses What is the act of not replacing a voluntary vacated position called? - ANSWER-Attrition What are the steps to develop a successful security budget? - ANSWER-1) Identify a need 2) Document potential expense 3) Justify the expense 4) Ensure regulatory compliance What are the two categories of customers? - ANSWER-Internal and external Which best describes good customer service? - ANSWER-Treat each personas want to be treated. Which type of conversation is the most beneficial is assessing how you are doing with customer relations? - ANSWER-One-on-One What are three recommended methods of improving the customer service image of your department? - ANSWER-1) Lead by example, 2) Set the bar high, and 3) Stay involved Which of the following defines professionalism? - ANSWER-The conduct or qualities that characterize or mark a profession What are the two biggest obstacles to security being accepted as a profession? - ANSWER-Lack of structured prerequisite to practice and erroneous perceptions in the field How may levels exists in the CHPA credentialing program? - ANSWER-Two: Graduate and Fellowship Levels Which training program was developed by the IAHSS first? - ANSWER-Basic Why are crime prevention programs important? - ANSWER-1) They offer cost-effective, proactive solutions to security-related issues. 2) They educate employees to be the eyes and ears of security. 3) They are easily modified to fit specific situations and issues What are three tools used in identifying program topics and developing safety tips? - ANSWER-1) Conducting surveys 2) Analyzing incident reports 3) Addressing seasonal concerns What are three examples of problem-oriented programs? - ANSWER-1) Multi-disciplinary taskforce 2) Vehicle "hard target" flyer 3) Unattended/unsecured area patrol notice Complete the statement, "Crime prevention is...." - ANSWER-Everyone's responsibility What is the first step in developing a training program? - ANSWER-Conducting a needs assessment When writing performance objectives, which of the would be an appropriate verb use - ANSWER-Apply, construct, and evaluate What training-related document describes the current status of training? - ANSWER-Training plan Why should training be implemented? - ANSWER-To promote high-level performance Supervisors typically are responsible for what type of operations of the security department? - ANSWER-Day-to-day Which of the following is not a basic leadership quality? - ANSWER-Insist on agreement with everything Which of the following is not a way to enhance your professional growth in the organization? - ANSWER-Rely on vendor to operate the door access system Which of the following is important to maintain an effective security operation? - ANSWER-Know what is actually going on and what is being reported. Which of the following is not a component of a proactive patrol. - ANSWER-Predictable patterns