IAHSS ADVANCED PRETEST, IAHSS ADVANCED TRAINING FOR HEALTHCARE SECURITY PERSONNEL 4TH EDITION

IAHSS ADVANCED PRETEST, IAHSS ADVANCED TRAINING FOR HEALTHCARE SECURITY PERSONNEL 4TH EDITION "Healthcare organizations are perhaps at a greater risk for slip and fall due to - CORRECT ANSWER medical conditions limit Mobility" "What best describes the Broken Window Theory? - CORRECT ANSWER Neglect in an area creates the impression that no one cares." "The four most common methods of patrol are: - CORRECT ANSWER Foot, K-9, Bicycle, and Motorized" "One of several advantages to foot patrol is - CORRECT ANSWER providing a visible deterrent to crime." "A major disadvantage to foot patrol is - CORRECT ANSWER the opportunity to socialize excessively." "Infants are most commonly abducted by - CORRECT ANSWER a stranger" "Patients suffering from dementia require - CORRECT ANSWER particular attention to keep them from wandering away" "When conducting an intervention with a mental health patient hospital security should - CORRECT ANSWER conduct the intervention in the privacy of the patient's room" "When responding to incidents involving violence, officers should - CORRECT ANSWER only attempt a solo Intervention when an immediate life-threatening is present and intervention does not pose undue risk to the officer or others" "When an urgent call is received and little or no information is known, officer should do all of the following, except - CORRECT ANSWER maintain radio silence" "What is the primary role of a security officer in crime prevention - CORRECT ANSWER reduce the opportunity for a person to commit a crime" "Crime prevention is the anticipation, recognition, and Appraisal of a crime risk. It also involves what - CORRECT ANSWER initiating some action to remove or reduce the risk" "the responsibility to seek out and take advantage of training opportunities belongs to the - CORRECT ANSWER individual officer" "Healthcare facilities that provide ______ customer service motivate customers to tell others about these organizations - CORRECT ANSWER excellent" "process improvements in customer service can be measured how - CORRECT ANSWER all of the above ( benchmarking, surveys, monitoring performance, service standards)" "______ can be an excellent way to measure customer service and improve performance - CORRECT ANSWER feedback" "______ is an element in improving customer service - CORRECT ANSWER all of the above ( identifying customers, attitude, communication, training)" "communication is _____________ - CORRECT ANSWER 93% body language, 7% words" "when evaluating environment as it pertains to workplace violence and an officer's responsibility, officers should know the following - CORRECT ANSWER what's in place, who's not in compliance and what's not working" "which of the following is not a symptom of risk for workplace violence - CORRECT ANSWER an average employee who is generally very dependable" "encourage employees to request a security escort to parking facilities to - CORRECT ANSWER promote personal Safety and Security awareness" "according to William Webster, director of the FBI, informants - CORRECT ANSWER are the single most important tool in law enforcement" "where should creating employee awareness and involvement in security efforts begin - CORRECT ANSWER orientation" "all potential responders to an alarm activation must receive training on - CORRECT ANSWER the management of violence and aggressive behavior in critical response" "when is the most Ideal Time to Begin parent education on the Infant security plan - CORRECT ANSWER prenatal classes" "the national Center for missing and exploited children has published which of the following - CORRECT ANSWER a booklet to assist in developing and abduction prevention and response plan for hospitals" "Which of the following is easier and more cost efficient for an institution? - CORRECT ANSWER Building in security systems during the building design." "Healthcare facilities that provide _______________ customer service motivates customers to tell others about these organizations. - CORRECT ANSWER Excellent" "Process improvement in customer service can be measured how? - CORRECT ANSWER Surveys, Monitoring Performance, Benchmarking, and Service Standards." "___________ can be an excellent way to measure customer service and improve performance. - CORRECT ANSWER Feedback" "What are elements in improving customer service? - CORRECT ANSWER Identify Customers, Attitude, Communication and Training." "Communication is ______________. - CORRECT ANSWER 93% body language and 7% words." "__________ patrol contributes, more than any other method of patrol, to excessive socialization. - CORRECT ANSWER Foot" "Security officers should have a valid driver's license if they are going to do what? - CORRECT ANSWER Operate a motorized vehicle, conduct vehicle patrols on client property or transport authorized personnel." "A security officer responding to a crime scene should do what? - CORRECT ANSWER Respond as quickly as possible, observing all safety practices." "What approach should be followed to determine appropriate protective measures and security and safety practices for off-campus facilities? - CORRECT ANSWER Security inspections and risk assessments" "What should be done about known gang members who require medical treatment in your facility? - CORRECT ANSWER They should be admitted under an assumed name." "Infant abductions can be prevented by doing what? - CORRECT ANSWER Educating staff and parents." "Who should take charge in dealing with combative patients? - CORRECT ANSWER Experienced medical staff members." "A healthcare security or police officer should do what during a labor dispute? - CORRECT ANSWER Remain objective." "A healthcare security department should do this with any photographic or video evidence from a civil disturbance. - CORRECT ANSWER Turn it over to the organization's legal department." "Which of the following is a challenge encountered by healthcare security when dealing with a VIP? - CORRECT ANSWER Increased access control, patient privacy and the news media." "What is the term used to describe individuals who pose as licensed healthcare providers? - CORRECT ANSWER Medical imposters." "The Joint Commission is a __________________ accrediting authority recognized by government agencies, insurance companies, and healthcare providers. - CORRECT ANSWER Voluntary" "The mechanism used to evaluate external potential adverse impacts on the hospital is called the _________________________ . - CORRECT ANSWER Proactive risk assessment." "With regard to security in women's services areas, the standards of The Joint Commission and guidelines of the National Center for Missing and Exploited Children are what? - CORRECT ANSWER Mutually supportive." "What is the term for locking devices that prevents a door from being opened fro the egress slide for a period of time (usually 15 or 30 seconds)? - CORRECT ANSWER Delayed egress lock" "What is the most common type of credential reader used today? - CORRECT ANSWER Card reader." "Which of the following is an example of an external incident? - CORRECT ANSWER Major incident with incoming casualties" "When does the initial response to a critical incident begin? - CORRECT ANSWER When the incident is reported" "When responding to a critical incident, what is the first action an officer should take? - CORRECT ANSWER Ensure the officer's safety" "Which of the following could cause critical stress? - CORRECT ANSWER Death of a co-worker, incidents involving children, experiencing threatening behavior or physical violence." "_________________ produced by security personnel should always be viewed as important and conform to required formats. - CORRECT ANSWER Documentation" "Which of the following is not a criterion for defining a profession? - CORRECT ANSWER Strictly job performance" "Which of these continuing education topics is leas applicable to healthcare security? - CORRECT ANSWER Hazardous materials management" "Who must take responsibility for your advancement as a professional security officer? - CORRECT ANSWER You" "Who may offer to reimburse you for expenses related to professional advancement? - CORRECT ANSWER Your employer" "What is the role of IAHSS in the area of healthcare security and safety? - CORRECT ANSWER To help healthcare security professionals improve the performance of healthcare security officers" "What do most security professionals agree that a primary function of the security department in a healthcare setting should be? - CORRECT ANSWER Crime prevention." "Of the 3 components, desire and ability are for the most part, beyond the control of the security professional. - CORRECT ANSWER Reducing the opportunity for crime is the key to crime prevention." "Crime prevention - CORRECT ANSWER Crime prevention is the anticipation, recognition, and appraisal of a crime risk and the initiation of some action to remove or reduce it." "Preventing Crime through physical security planning - CORRECT ANSWER To adequately protect a healthcare environment and prevent crime a comprehensive security plan must be developed. Its scope must extend to the following: Protecting personnel, protecting information, and protecting the physical plant." "Layers of protection: - CORRECT ANSWER 1. The perimeter barrier. 2. Barriers at the buildings' exteriors. 3. Interior controls." "Perimeters - CORRECT ANSWER The first line of defense is a perimeter barrier. A perimeter barrier defines the line or outside perimeter of the site. It can be either structural or natural. An example of structural perimeter barrier is a chain-link fence. An example of a natural barrier is a row of trees." "Exteriors - CORRECT ANSWER The second line of defense is at the buildings' exteriors: the top, sides and bottom of each building. Doors, windows, skylights, and fire escapes provide this defense." "Interiors - CORRECT ANSWER The third line of defense is interior controls. Included are the internal operations of the protected site and the security personnel who protect the environment. Many items comprise the interior control system. Lock and key systems, access control, systems ( card, biometrics, etc.) alarms, cameras, good policies and procedures, and proper training examples." "New employees - CORRECT ANSWER New employee orientation is a vital fist step to generate employee involvement in support of the security program. Security's involvement in new employee orientation begins a relationship between the security department and employees that must be nurtured and maintained." "Key messages; when and what to report - CORRECT ANSWER Urge new employees to report the following safety and security concerns immediately upon discovery. Suspicious Persons and safety deficiencies." "Hazard surveillance inspections - CORRECT ANSWER The purpose of the inspections is to identify any safety and security risks and get them corrected. Typically the inspection looks for the following: Fire hazards, employee knowledge and understanding of the fire and emergency plans, hazardous materials, material safety data sheets, medical gas shut off policy (unit specific) Familiarity with he Safe Medical Devices Act and how to respond if equipment falls." "Fire Hazards - CORRECT ANSWER Obstructions in Corridors, Blocked Sprinkler Heads, Doors blocked open, Obstructed stairwells, and difficult to see exit signs." "The members of the inspection team - CORRECT ANSWER Members of the inspection team commonly include the following: Safety/Security Director, risk manager, environmental services manager, maintenance manager, and a representative from the nursing department." "Attitude is everything - CORRECT ANSWER First impressions are import, The impression you project affects how the customer react to you. Appearing professional, friendly, approachable, and positive makes you better able to meet the needs of customers." "Key traits security personnel should have to deliver good customer service. - CORRECT ANSWER Emotional awareness and concern, problem solving, initiative and responsibility, explaining and informing." "What are the four basic elements of the Fish philosophy? - CORRECT ANSWER 1. Choose your attitude. 2. Play 3. Make their day. 4. Be present be there." "Choose your attitude - CORRECT ANSWER When you choose your attitude for the day you take the responsibility that you are the one responsible for your attitude." "Play - CORRECT ANSWER When people are presented with an opportunity to be passionate about their work and express themselves creatively, play naturally happens. "Play" not only encourages camaraderie and good will, but also inspires innovative thinking." "Make their day - CORRECT ANSWER Creating a memory with each person you contact. Positive memories through creative interaction with your customers boost morale in both staff and customers. In these interactions, both staff and customer are engaged in what's going on." "Be present Be there - CORRECT ANSWER When interacting with a customer, you need to be present and focused on the client, rather than preoccupied with multi-tasking." "Communication - CORRECT ANSWER Effective communication is crucial in meeting the needs of your customers." "Verbal communication - CORRECT ANSWER Tone of voice, volume, and rate of speech." "Non verbal communication - CORRECT ANSWER according to Albert Mehabrian's research on communication 93 percent of any message is communicated through body language and tone of voice; 7 percent of what we actually communicate is verbal." "The other's Perspective - CORRECT ANSWER Communication is two sided. Assuming you understand someone's behavior without asking questions first is a mistake. Train yourself to ask different kinds of questions (both open and close) to understand situations." "Tools for measuring Customer Experiences - CORRECT ANSWER Paper or telephone surveys; focus groups; performance improvement strategies; benchmarking; comment cards; service standards; annual evaluation's; and investigations." "What does the phrase have a heart mean? - CORRECT ANSWER Be Honest, empathic, appreciative, respectful, and tolerant." "Maintaining a good attitude - CORRECT ANSWER Remind yourself of the correlation between maintaining a positive attitude and taking time for yourself." "Premise Liability - CORRECT ANSWER Premise Liability refers to the legal responsibility a property owner or organization owes to persons or individuals on the property. Property owners have a legal duty to maintain the property in a reasonably safe condition." "What are the four elements of negligence - CORRECT ANSWER 1. Legal duty 2. Breech of duty 3. Proximate Cause 4. Damages or injury." "Legal Duty - CORRECT ANSWER Did the property owner have a legal obligation to the claimant?" "Breech of Duty - CORRECT ANSWER Did the owner fail to take reasonable measures to protect persons on the property?" "Proximate Cause - CORRECT ANSWER Did the failure to provide the duty cause harm?" "Damages or Injury - CORRECT ANSWER Were the damages or injury foreseeable or apparent?" "Slips and Falls - CORRECT ANSWER Slips and falls are the major source of premise liability cases." "Other Unsafe Conditions - CORRECT ANSWER Roof access portals and hazardous storage areas; Construction areas; Window Washers Overhead;" "What are 3 approaches to correcting security risks? - CORRECT ANSWER 1. Attention to environmental design 2. Attention to the appearance of the property 3. Attention to access controls." "Which legal test takes into account neighborhood crime rates, industry standards, and the owner's experience at other locations? - CORRECT ANSWER Totality of circumstances." "The major source of premise liability in healthcare is from __ - CORRECT ANSWER Slips and falls" "Property owners have ___duty to maintain the property in a __ condition. - CORRECT ANSWER legal and reasonably safe" "Which of the following are elements necessary to establish negligence in a premise liability case? - CORRECT ANSWER Duty to the plaintiff, failure to meet the duty, breech of a duty caused an injury." "Which of the following are examples of risks security officers should identify? - CORRECT ANSWER Burned out lights, breached fence lines, slip and fall hazards." "What are 4 methods of patrol - CORRECT ANSWER Foot, Canine (K9), Bicycle, and motorized." "What are some questions you should ask yourself before you start patrol? - CORRECT ANSWER What has happen at the facility since the last tour of duty? What crimes or incidents have occurred and where? Have any "special orders" been issued that will have an effect on this shift? Have there been any physical changes to the facility? What areas are vulnerable? What can be done to enhance the security effort?" "Foot Patrol - CORRECT ANSWER Foot patrol may not reduce crime in communities, but it can decrease citizen's fear of crime. Foot patrol is the oldest method of patrol." "What are some positive results from foot patrol? - CORRECT ANSWER Establish a visual baseline of the status of the campus; Build relationships and rapport with customers; offer a sense of safety through your physical presence; Be an informational resource and customer service ambassador; Be positioned to respond to emergency calls." "What are some advantages of foot patrol? - CORRECT ANSWER Uniformed officers provide visible crime deterrent; Cab be silent and catch people in the act; efficient method of patrol in a building when a K9 team cannot be used; highly effective method of patrol in densely populated areas; easily used in conjunction with another type of patrol, such as motorized vehicle; increases potential for positive customer relationships; least expensive method of patrol" "What are some disadvantages of foot patrol? - CORRECT ANSWER Contributes more than any other method of patrol to excessive socialization( officer neglects duties by lingering too long in a particular department); officers may be perceived as wasting time or goofing off because the public cannot tell when one is taking a break or off duty; officers may congregate, reducing effective security coverage; can be less efficient in exterior areas when compared with efficiency of other methods of patrol." "When did canine use in healthcare begin to increase? - CORRECT ANSWER In the 1980's." "Bicycle Patrol is - CORRECT ANSWER Faster than foot patrol and a vehicle in heavy traffic." "___ Patrol contributes, more than any other method of patrol to excessive socialization. - CORRECT ANSWER Foot." "A security officer responding to a crime scene should what? - CORRECT ANSWER Respond quickly as possible, observing all safety practices." "Which of these should an officer follow to be able to testify that the evidence presented has merit? - CORRECT ANSWER Proper chain of custody." "Which of the following is not a recommended guideline when an outside conducts an undercover investigation? - CORRECT ANSWER Insist that all security department staff receive operation information." "Before using any covert monitoring devices the officer should do what? - CORRECT ANSWER Review applicable state and federal laws." "Which of the following is not a characteristic of a covert or undercover operations protocol? - CORRECT ANSWER Formulated as an ongoing process." "Arriving at a crime scene: Issues to address Protect yourself. - CORRECT ANSWER Protect yourself- Be aware of your surroundings, and the people involved. Take time to assess the situation and ask yourself 3 questions: Is the perpetrator if violent still n the scene? Are physical hazards present that pose an immediate danger to you or another? Does the environment pose a threat (e.g. unsafe building, location, weather hazard)?" "Render aid to any victim. - CORRECT ANSWER Once you have determined it is safe to do so, render aid to any injured party. Call for any necessary medical assistance. Notify a supervisor immediately. Ask for whatever assistance you may need." "Protect the scene. - CORRECT ANSWER Once the injured are being properly handled, protect the scene and any evidence it might contain." "Photographing the Evidence- The Do's - CORRECT ANSWER Use a photographic log. Take photographs from the outside in medium distance, and then close up of the evidence. When photographing evidence, take a second photo with a ruler in the picture for scale. Document photos in the order in which they were taken. Print hard copies of evidentiary photos. Burn copies of the photos to CD/DVD." "Photographing the Evidence- The Don't - CORRECT ANSWER Don't use one Secure Digital memory card (SD) for several cases. Don't use microphones on video equipment. Don't delete photos taken on a SD card being used for evidence: any gaps in the photograph file numbers must be documented." "The following are examples of the kinds of information you may need to find and document: - CORRECT ANSWER Who said what? What your personal observations were of the scene and those involved? Who performed what actions? Any evidence discovered or collected?" "What are the 3 different types of informants? - CORRECT ANSWER Concerned citizen; Public domain; and "For personal Gain" informant." "Concerned citizen informant - CORRECT ANSWER A concerned citizen informant is the easiest to identify, cultivate, and control if you take the time and effort. The person's own morality and integrity, or a desire to correct a perceived wrong, motivates them to become an informant." "Public domain informant - CORRECT ANSWER People in these areas make it their job to gather information and make it available to the public. some examples of public domain informants are Newspaper, and social media." "Personal-gain informant - CORRECT ANSWER The personal gain informant is the type that stereotypically comes to mind (i.e. a stoolie, rat, turncoat)." "What approach should be followed to determine appropriate measures and security and safety practices for off campus facilities? - CORRECT ANSWER Security inspections and risk assessments." "What are four of the most important protective measures and security and safety practices for off campus facilities? - CORRECT ANSWER Ensure there are appropriate security policies and training, personnel and security systems in place for employees, and security officers working the off-campus location." "Which of the following are part of the security officer's role in providing security services and protective measures at off-campus locations? - CORRECT ANSWER Conduct the security risk assessments to determine what security protections are required at off-campus facilities. Be alert to, identify, and report specific situations that encourage or make crime more likely at off-campus facilities." "Workplace violence is defined as any behavior in a work environment that a reasonable person finds what? - CORRECT ANSWER Intimidating." "The Federal Bureau of Investigation characterizes workplace violence into how many broad types? - CORRECT ANSWER Four." "Which of the following is not an example of abusive behavior? - CORRECT ANSWER Harassing communications." "According to the Employment Law Alliance study conducted in 2007, how many workers have been victims of abuse at work? - CORRECT ANSWER Nearly half." "Violence is the _____ leading cause of death in the workplace. - CORRECT ANSWER Fourth." "Who should talk to the media about VIP's in your facility? - CORRECT ANSWER Public relations of administration personnel." "Homeless individuals who take shelter in your facility may commit what crime? - CORRECT ANSWER Assault, Theft, and homicide." "What should be done about known gang members who require medical treatment? - CORRECT ANSWER They should be admitted under an assumed name" "Your effectiveness in dealing with behavioral problems depends on what? - CORRECT ANSWER Your verbal communication skills." "There are how many routes of infection transmission? - CORRECT ANSWER Three." "The Nation Center for Missing and Exploited Children has published which of the following? - CORRECT ANSWER A booklet to assist in developing an abduction prevention and response plan." "How can any security and medical staff ease tension in an emergency department waiting room - CORRECT ANSWER Form a system of constant communication." "Which of the following is a challenge encountered by the healthcare security when dealing with a VIP? - CORRECT ANSWER Increased access control, patient privacy, and news media." "The Joint commission is a _____ accrediting authority recognized by government agencies, insurance companies, and healthcare providers. - CORRECT ANSWER Voluntary." "The mechanism used to evaluate external potential adverse impacts on the hospital is called____? - CORRECT ANSWER Proactive risk assessment" "With regard to security in women's service areas, the standards of the Joint Commission and guidelines of the National Center for Missing and Exploited Children are what? - CORRECT ANSWER Mutually supportive." "Beginning in January 2008, under the Joint Commission's Emergency Management Standards the increased responsibilities of security include what? - CORRECT ANSWER Identifying the role of law enforcement and the National Guard at the facility during emergencies." “Security departments are judged on what they do to... - CORRECT ANSWER Proactively prevent incidents" "A good crime prevention program uses perimeter barriers, building exteriors, and interior controls to create: - CORRECT ANSWER Layers of protection" "Employee involvement in crime prevention starts with... - CORRECT ANSWER new employee orientation" "Appearing professional, friendly, approachable and positive are the basis for your - CORRECT ANSWER attitude" "To make good decisions on the job, you must - CORRECT ANSWER take care of yourself on and off the job" "The best way to achieve enhanced customer service is by using what method to exceed the expectations of the customeris a - CORRECT ANSWER multi-tiered approach" "Customers value reliability and _____________________ - CORRECT ANSWER competence" "Premise liability refers to the legal responsibility... - CORRECT ANSWER property owner owes to persons on the property" "What approach should be followed to determine appropriate protective measures and security and safety for off-campus facilities - CORRECT ANSWER security inspections and risk assessments" "Covert and undercover investigations in the healthcare setting should - CORRECT ANSWER be undertaken only when traditional methods of handling the situation have been tried or examined" "Assault, both simple and aggravated, occur most often: - CORRECT ANSWER Anytime" "Which of the following is not an element needed for a crime to occur? - CORRECT ANSWER Training" "additional steps are necessary to sustain employee awareness and involvement in the security effort. all of the following vehicles are used except - CORRECT ANSWER overhead paging system announcements" "When addressing workplace violence security officers are expected to do all of the following except - CORRECT ANSWER respond and resolve immediately" "When assessing security-sensitive areas an officer might consider all of the following except - CORRECT ANSWER creating unobstructed passage for patients and visitors" "Which of the following is not an activity an officer should engage in to reduce the threat of workplace of violence? - CORRECT ANSWER Intervening quickly in resolving without involving management" "Which of the following steps would be least effective when treating a patient in potential danger as a victim or witness to a crime - CORRECT ANSWER assign room without window" "To provide security assistance regarding combative patients, all security staff should be well trained in - CORRECT ANSWER Descalation techniques" "During a walkout or strike at a healthcare facility hospital security can expect all of the following except - CORRECT ANSWER striking employees will be cooperative in order to protect their job" "Some of the job action assignments for security in the incident command system for dealing with civil disturbances include - CORRECT ANSWER Access Control, incident documentation, event preparation with local law enforcement" "In responding to an active shooter scenario the armed Healthcare security officer should - CORRECT ANSWER realize they can minimize casualties by taking successful actions" "Proactive risk assessments consider all of the following events except - CORRECT ANSWER normal planned events" "High sensitivity or vulnerable areas in the healthcare facility such as an emergency department or women's services are known as - CORRECT ANSWER security sensitive areas" "Doors that are being secured by magnetic locks should always be connected to the - CORRECT ANSWER fire alarm panel" "Which of the following was not identified as a computerized Patrol verification system - CORRECT ANSWER biometric devices" "A(n) _____ _____ _____ system can have many components, including electronic locks, a video tie in and alarm contacts - CORRECT ANSWER Electronic Access Control" "what must be done about life safety deficiencies found in the hazard surveillance tour - CORRECT ANSWER correct them immediately" "what is the purpose of crime analysis - CORRECT ANSWER identify problems and develop strategies to reduce problems" "which of the following is easier in more cost-efficient for an institution - CORRECT ANSWER building in security systems during building design" "one of security primary responsibilities after a critical incident is controlled, is to - CORRECT ANSWER preserve the scene and gather evidence" "you have a pivotal role in advancing the professional standing of healthcare security and safety by - CORRECT ANSWER adhering to the iahss code of ethics" "one way to overcome the image of an uncaring officer is to - CORRECT ANSWER respond to service calls quickly" "four legal elements are considered in determining negligence - CORRECT ANSWER legal Duty, breach of Duty, proximate cause, and damages or injury" "employees should be aware of their surroundings and familiarize themselves with regular employees so they can question unknown persons. When faced with an unknown person, the employee should - CORRECT ANSWER offer help and notify the supervisor of suspicious activity or an unsatisfactory reply" "The major source of premise liability in healthcare is from _________ . - CORRECT ANSWER Slips and falls." "Property owners have a _________________ duty to maintain the property in a __________________ condition. - CORRECT ANSWER legal... reasonably safe" "What elements are necessary to establish negligence in a premise liability case? - CORRECT ANSWER Duty to the plaintiff, failure to meet the duty and breech of a duty caused an injury." "Which risk factors should security officers identify? - CORRECT ANSWER Burned out lights, breached fence lines and slip and fall hazards." "Failure to conduct routine patrol can ultimately result in what? - CORRECT ANSWER An increase in security spending and a liability exposure." "K-9 patrol teams can be particularly effective in dealing with which situation? - CORRECT ANSWER Emergency department violence." "Bicycle patrol is? - CORRECT ANSWER Faster than foot patrol and a vehicle in heavy traffic." "After arriving at a crime scene, what should the security officer do first? - CORRECT ANSWER Protect his or her personal safety." "Which of these is an example of factual evidence? - CORRECT ANSWER Physical evidence." "Which of these should an office follow to be able to testify that the evidence presented has merit? - CORRECT ANSWER Proper chain of custody." "Why are initial information gathering and proper note-taking key to a successful investigation? - CORRECT ANSWER 1) They memorialize information gathered at the scene from those involved. 2) They refresh your memory for later report writing purposes. 3) They are subject to discovery in a criminal case and thus can be subpoenaed." "When dealing with a personal-gain informant, what should the officer do? - CORRECT ANSWER Document the officer's interaction with the informant." "Which of the following is not a recommended guideline when an outside agency conducts an undercover investigation? - CORRECT ANSWER Insist that all security department staff receive operational information." "Before using any covert monitoring devices, the officer should do what? - CORRECT ANSWER Review applicable state and federal laws." "Which of the following are characteristics of a covert or undercover operations protocol? - CORRECT ANSWER 1) Strict, clear and concise. 2) Clearly spells out when covert operations can be performed. 3) Has safeguards in place to prevent improper behavior." "What are three types of security-sensitive facilities that can be located off campus? - CORRECT ANSWER Centralized information technology/information services, patients records storage, and home healthcare worker services and programs." "What are four of the most important protective measures and security and safety practices for off-campus facilities? - CORRECT ANSWER Ensure security polices and personnel are in place, duress alarms installed and operating and employees know how to use them, and employees report security incidents." "What are three ways off-campus workers can communicate security emergencies? - CORRECT ANSWER Cell phone, overhead paging systems and pagers." "What are part of the security officer's role in providing security services and protective measures at off-Campus locations? - CORRECT ANSWER 1) Conduct the security risk assessments to determine what security protections are required at off-campus facilities. 2) Be alert to, identify, and report specific situations that encourage or make crime more likely at off-campus facilities." "A forensic patient's criminal record should be disclosed to whom? - CORRECT ANSWER Security personnel only" "What organization provides training and education on preventing infant abduction? - CORRECT ANSWER National Center for Missing and Exploited Children" "Who should talk to the media about VIPs in your facility? - CORRECT ANSWER Public relations or administration personnel" "Homeless individuals who take shelter in your facility may commit what crimes? - CORRECT ANSWER Assault, theft and homocide" "Individuals with Munchausen syndrome may do what? - CORRECT ANSWER Refuse medical treatment" "Which is the most commonly used identification system in security plans to prevent infant abduction? - CORRECT ANSWER Four-bracelet system." "Stalking can be defined as what? - CORRECT ANSWER Unwanted e-mails, photographing and obsessive phone calls." "Your effectiveness in dealing with behavior problems depends on what? - CORRECT ANSWER Your verbal communications skills." "There are how many routes of infections transmission? - CORRECT ANSWER Three: airborne, contact and droplet." "Who requires that security officers be able to demonstrate age-specific competence when interacting with children and the elderly? - CORRECT ANSWER The Joint Commision" "The National Center for Missing and Exploited Children has published which of the following? - CORRECT ANSWER A booklet to assist in developing an abduction prevention and response plan." "How can security and medical staff ease tension in an emergency department waiting room? - CORRECT ANSWER Form a system of constant communication." "Which of the following is not an outward sign of gang activity? - CORRECT ANSWER A group comprised of the same ethnic origin." "After the healthcare organization has identified the list of potential threats, prioritized the list, and selected those that would affect the facility, it must do what? - CORRECT ANSWER Implement procedures and controls to reduce or eliminate areas of vulnerability." "Beginning in January 2008, under The Joint Commission's Emergency Management Standards the increased responsibilities of security include what? - CORRECT ANSWER Identifying the role of law enforcement and the National Guard at the facility during emergencies." "Effective security requires balancing three elements: people, procedures and what? - CORRECT ANSWER Equipment" "Which of these is a system that provides continuous power to an alternating current line within a prescribed tolerance and protects against over-voltage conditions, loss of primary power, and intermittent brownouts? - CORRECT ANSWER Uninterrupted Power Supply (UPS)" "Which document contains requirements that must be complied with when electronic access control devices are used? - CORRECT ANSWER NFPA 101" "Inherent Susceptibility: - CORRECT ANSWER A healthcare setting is a prime target for crime, because of how the business of healthcare works." "Open access: - CORRECT ANSWER Healthcare institutions traditionally provide an open access environment. This arrangement accommodates the huge numbers of people who come onto the property on a daily basis. Once in a healthcare facility, someone can easily pose as a visitor or contractor and go through many areas without being questioned." "Presence of Valuable Item: - CORRECT ANSWER A healthcare facility is susceptible to crime due to the wide variety of portable, marketable items used and stored there. More than 3000 items purchased by hospitals are usable in the home." "Distracted Patients and Staff: - CORRECT ANSWER Criminals know that patients and family members often are less aware of their surroundings due to the medical and emotional issues with which they are dealing. Criminals also see that the fast pace of the healthcare environment makes workers less aware as well." "Whose personal safety is affected? - CORRECT ANSWER Patients: If patients are concerned for their personal well being or the safety of their personal property their recovery may be affected. They may decide to get healthcare treatment elsewhere. Employees: employees with personal safety concerns are less productive and less attentive to patients. Visitors: Visitors concerned for their personal well being may encourage their loved ones to seek medical care elsewhere." "Reducing the opportunities for Crime- The triangle of crime - CORRECT ANSWER 1. The opportunity to commit crime. 2. The desire or motivation to commit the crime. 3. The ability to commit crime." "Crime analysis - CORRECT ANSWER Crime analysis is one of the most important aspects of risk assessment and crime prevention. Crime analysis is the ongoing, systematic process of collecting, categorizing, analyzing, and disseminating timely and useful information regarding crime, crime patterns, trends, and potential suspects." "What is the 5 step approach to crime analysis? - CORRECT ANSWER 1. Collect the data. 2. Collate the data. 3. Analyze the data. 4. Disseminate the finding. 5. Gather and evaluate the feedback." "Crime prevention is the anticipation, recognition, and appraisal of a crime risk. It also involves what? - CORRECT ANSWER Initiating some action to remove or reduce the risk." "What must be done about life safety deficiencies found in the hazard surveillance tour? - CORRECT ANSWER Correct them immediately." "What is the purpose of crime analysis? - CORRECT ANSWER Identify problems and develop strategies to reduce problems." "Identifying Customers - CORRECT ANSWER A customer is any person with whom one has dealings. In a healthcare setting customers include patients, family member's, visitors, physicians, surveyors, social workers, and other individuals and agencies." "What customers want - CORRECT ANSWER Even though situations and customer motives differ, several points are common: Reliability and competence, responsiveness and empathy, making the customer feel valued." "Steps in reducing Stress - CORRECT ANSWER Enhance your coping skills, take steps to minimize the stress of shift work and sleep deprivation, take periodic breaks to put things into perspective, learn to use positive self-talk to improve your attitude, participate in team building activities, and show concern for co-workers." "Healthcare facilities that provide ________ customer service motivate customers to tell others about these organizations. - CORRECT ANSWER Excellent" "Process improvements in customer service can be measured how? - CORRECT ANSWER Surveys, monitoring performance, benchmarking, and service standards." "_____ can be an excellent way to measure customer service and improve performance - CORRECT ANSWER Feedback" "Communication is __________ - CORRECT ANSWER 93 percent body language, and 7 percent words." "_________ is an element in improving customer service. - CORRECT ANSWER Identifying customers, attitude, communication, and training" "Environmental Design - CORRECT ANSWER Crime prevention through environmental design (CPTED) principals promote clear lines of sight. They aim to create a perception of safety and to make would be criminals feel they would be seen and detected when trying to commit a crime." "Property's Appearance - CORRECT ANSWER "Broken windows" theory holds that signs of a crime or neglect in an area such as graffiti or broken windows, create the impression that no one cares about the area or is watching the property. The appearance attracts more criminal activity to the area, starting a vicious crime cycle." "Access Control - CORRECT ANSWER Facility and building access controls are also key in minimizing security risks. Be diligent in looking for doors left open, breached fence lines, defective locking hardware, and doors that do not shut5 or lock the property." "Crime Risks on the Campus - CORRECT ANSWER Activities conducted on the campus can also lead to dangerous activities associated with crime Some examples: Cash, drugs, and victims." "A successful selection and screening process of a K-9 team includes the following: - CORRECT ANSWER An officer committed to being a handler. An initial observation by a qualified trainer to determine how well the handler and canine react to each other. A visit to the handlers home if the canine will be housed there. A qualified trainer interviews the family, evaluates the home environment and the family's compatibility with the dog and determines if the property can accommodate the canine. The visit is also used to determine if the handler and family will care for the dog as the de facto owners. Completion of successful training of the handler and selected canine." "General rules for K-9 Teams - CORRECT ANSWER K-9 teams should supplement security officer not replace them. Training should be equal to or greater than local Police Officer Standard Training (P.O.S.T.) requirements. Keep and maintain an up to date health certificate for the dog (including immunization shots). Keep a copy of the canine and handler's training certification on file. For contract teams, the contractor must provide a copy of its liability insurance binder and any state, local license, or registration required." "Advantages of K-9 Patrol - CORRECT ANSWER Increases officer safety. Can detect the presence of a person hiding when an officer cannot (dog's sense of smell is 400 times better than a human and hearing is 20 time better). Can detect and prevent escape of wrong-doers. Can detect fires. Efficient in reducing crime in parking areas; reduces the need for additional staff. Can disperse a crowd and is especially efficient in reducing confrontations, including those with gangs. Provides great public relations with patients, especially on children's units." "Disadvantages of K-9 Patrol - CORRECT ANSWER Some limitations in internal building patrol( e.g. operating room, behavior health areas, food preparation). increased liability exposure, as the dog may bite or injure someone. Current health certificate must be maintained. Providing appropriate training area. Retiring the dog after its useful patrol life (usually 5-7 years). A proprietary team typically incurs ,ore operational responsibility and expenses than a contract team. Contract services may lack the ability to provide a team on short notice, may not consistently have a team available due to turnover, or may lack loyalty to the organization." "K-9 Patrol teams can be particularly effective in dealing with which situation? - CORRECT ANSWER Emergency Department violence."