IAHSS BASIC TRAINING FOR HEALTHCARE SECURITY
OFFICERS QUESTIONS AND VERIFIED ANSWERS
"Which |of |the |following |statements |best |describes |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 |- |CORRECT |ANSWER |B. |ALL |STAFF |EMPLOYED |DIRECTLY |BY
|THE |FACILITY |best |describes |employees."
"Security |uses |senior |management's |endorsement |to |build |what |kind |of |a |program?
A. |Strong |and |effective
B. |A |program |that |works |in |a |small |part |of |the |facility
C. |Generally |effective
D. |Strong |and |simple |- |CORRECT |ANSWER |A. |Security |uses |senior |management's
|endorsement |to |build |a |STRONG |AND |EFFECTIVE |program."
"How |should |friendships |and |inter-personal |relationships |between |security |officers |and
|staff |members |from |other |departments |be |treated?
A. |Discouraged
B. |Encouraged
C. |Encouraged, |but |monitored
D. |Encouraged, |but |security |staff |educated |about |ethics |and |avoiding |favoritism |-
|CORRECT |ANSWER |D. |Friendships |and |inter-personal |relationships |between |security
|officers |and |staff |members |from |other |departments |should |be |ENCOURAGED, |BUT
|SECURITY |STAFF |EDUCATED |ABOUT |ETHICS |AND |AVOIDING |FAVORITISM."
"Why |are |vendors |potentially |a |high |security |risk |to |a |healthcare |facility?
A. |Vendors |often |have |access |to |sensitive |areas |yet |staff |of |the |healthcare |organization |may
|know |very |little |about |vendors' |backgrounds
B. |Vendors |typically |drive |large |vehicles |that |can |conceal |large |amounts |of |stolen |property
|or |contraband.
C. |Competing |vendors |may |clash |at |a |facility
1
, D. |Vendors |may |be |bringing |in |high-demand |products |that |could |be |targeted |for |theft. |-
|CORRECT |ANSWER |A. |Vendors |are |potentially |a |high |security |risk |to |a |healthcare
|facility |because |VENDORS |OFTEN |HAVE |ACCESS |TO |SENSITIVE |AREAS |YET |STAFF |OF |THE
|HEALTHCARE |ORGANIZATION |MAY |KNOW |VERY |LITTLE |ABOUT |VENDORS'
|BACKGROUNDS."
"In |the |patient- |and |family-centered |care |philosophy, |who |determines |which |individuals |are
|part |of |the |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. |-
|CORRECT |ANSWER |D. |In |the |patient- |and |family-centered |care |philosophy, |THE
|PATIENT, |determines |which |individuals |are |part |of |the |patient's |family, |PROVIDED |HE |OR
|SHE |IS |DEVELOPMENTALLY |MATURE |AND |COMPETENT |TO |DO |SO."
"Which |of |the |following |may |union |members |NOT |do |during |picketing?
A. |Carry |signs
B. |Protest |management |decisions
C. |Block |entrances |to |the |facility
D. |Congregate |outside |the |facility |- |CORRECT |ANSWER |C. |Union |members |may |not
|BLOCK |ENTRANCES |TO |THE |FACILITY |during |picketing."
"Which |of |the |following |is |NOT |a |true |statement |about |customers' |perceptions |of |their
|experience?
A. |Interaction |is |subject |to |personal |interpretation
B. |Interaction |can |only |be |perceived |by |the |words |stated
C. |Interaction |is |affected |by |body |language
D. |Interaction |is |affected |by |all |of |your |actions |- |CORRECT |ANSWER |B. |INTERACTION
|CAN |ONLY |BE |PERCEIVED |BY |THE |WORDS |STATED |is |NOT |a |true |statement |about
|customer's |perception |of |their |experience.."
"Which |of |the |following |is |NOT |one |of |the |three |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 |- |CORRECT |ANSWER |C. |TRYING |TO |IMPRESS |YOUR |SUPERVISOR |is
|NOT |one |of |the |three |powerful, |personal |reasons |to |provide |great |customer |service."
2
, "Which |of |the |following |describes |the |main |objective |of |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 |the |customer's |wants |were |not |met
C. |To |make |the |customer |think |that |no |one |cares |about |the |concern |raised |by |the |customer
D. |To |help |the |customer |walk |away |with |a |neutral |feeling |- |CORRECT |ANSWER |A. |The
|main |objective |of |good |customer |service |is |TO |MAKE |THE |CUSTOMER |WALK |AWAY |WITH
|A |POSITIVE |FEELING |[about |the |encounter]."
"Which |of |the |following |is |NOT |an |opportunity |derived |from |patrol?
A. |Getting |to |know |the |community
B. |Establishing |positive |relationships |and |partnerships
C. |Improving |communications
D. |Using |the |security |vehicle |to |go |offsite |- |CORRECT |ANSWER |D. |USING |THE |SECURITY
|VEHICLE |TO |GO |OFFSITE |is |NOT |an |opportunity |derived |from |patrol."
"Which |is |the |most |common |patrol |approach?
A. |Inconspicuous
B. |Routine
C. |Conspicuous
D. |Foot |- |CORRECT |ANSWER |C. |CONSPICUOUS |is |most |common |patrol |approach."
"Which |of |the |following |are |the |three |key |elements |of |a |good |patrol?
A. |Hearing, |documentation, |and |memory
B. |Observation, |perception |and |memory
C. |Perception, |memory, |and |documentation
D. |Time, |memory |and |perception |- |CORRECT |ANSWER |B. |OBSERVATION, |PERCEPTION,
|AND |MEMORY |are |the |three |key |elements |of |a |good |patrol."
"What |type |of |patrol |covers |all |areas |equally |with |high |visibility?
A. |Selective
B. |Directed
C. |Vehicle
D. |Routine |- |CORRECT |ANSWER |D. |ROUTINE |is |the |type |of |patrol |that |covers |all |areas
|equally |with |high |visibility."
3
, "Which |of |the |following |is |an |example |of |something |you |should |do |while |patrolling?
A. |Let |employees |know |you |are |in |the |area
B. |Get |careless
C. |Be |a |hero |unnecessarily
D. |Get |separated |from |your |equipment |- |CORRECT |ANSWER |A. |LETTING |EMPLOYEES
|KNOW |THAT |YOU |ARE |IN |THE |AREA |is |an |example |of |something |you |should |do |while
|patrolling."
"Security |Officers |must |interact |in |a |professional |manner |with |which |group |of |people?
A. |Patients
B. |Visitors
C. |Employees
D. |Physicians
E. |All |of |the |above |- |CORRECT |ANSWER |E. |ALL |OF |THE |ABOVE: |Security |Officers |must
|interact |in |a |professional |manner |with |PATIENTS, |VISITORS, |EMPLOYEES, |and
|PHYSICIANS."
"Which |trait |or |skill |is |NOT |desirable |for |a |security |officer |to |possess?
A. |Strong |communications |skills
B. |Compassion
C. |Ability |to |speak |loudly
D. |Ability |to |express |care |and |understanding. |- |CORRECT |ANSWER |C. |The |ABILITY |TO
|SPEAK |LOUDLY |is |NOT |a |desirable |trait |or |skill |for |a |security |officer |to |possess."
"In |which |way |is |a |security |officer |likely |to |interact |with |a |patient?
A. |Picking |up |or |returning |a |patients |valuables
B. |Investigating |lost |or |stolen |property
C. |Providing |directions
D. |Helping |resolve |domestic |disputes |occurring |at |the |facility
E. |All |of |the |above |- |CORRECT |ANSWER |E. |ALL |OF |THE |ABOVE: |A |security |officer |is
|likely |to |interact |with |a |patient |PICKING |UP |OR |RETURNING |A |PATIENT'S |VALUABLES,
|INVESTIGATING |LOST |OR |STOLEN |PROPERTY, |PROVIDING |DIRECTIONS, |and |HELPING
|RESOLVE |DOMESTIC |DISPUTES |OCCURRING |AT |THE |FACILITY."
"Which |is |the |most |common |location |where |missing |patients |are |found?
A. |Hiding |under |their |bed
B. |In |the |cafeteria |or |near |an |entrance
C. |In |the |gift |shop
D. |Looking |for |the |morgue |- |CORRECT |ANSWER |B. |IN |THE |CAFETERIA |OR |NEAR |AN
|ENTRANCE |is |the |most |common |location |where |missing |patients |are |found."
4
OFFICERS QUESTIONS AND VERIFIED ANSWERS
"Which |of |the |following |statements |best |describes |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 |- |CORRECT |ANSWER |B. |ALL |STAFF |EMPLOYED |DIRECTLY |BY
|THE |FACILITY |best |describes |employees."
"Security |uses |senior |management's |endorsement |to |build |what |kind |of |a |program?
A. |Strong |and |effective
B. |A |program |that |works |in |a |small |part |of |the |facility
C. |Generally |effective
D. |Strong |and |simple |- |CORRECT |ANSWER |A. |Security |uses |senior |management's
|endorsement |to |build |a |STRONG |AND |EFFECTIVE |program."
"How |should |friendships |and |inter-personal |relationships |between |security |officers |and
|staff |members |from |other |departments |be |treated?
A. |Discouraged
B. |Encouraged
C. |Encouraged, |but |monitored
D. |Encouraged, |but |security |staff |educated |about |ethics |and |avoiding |favoritism |-
|CORRECT |ANSWER |D. |Friendships |and |inter-personal |relationships |between |security
|officers |and |staff |members |from |other |departments |should |be |ENCOURAGED, |BUT
|SECURITY |STAFF |EDUCATED |ABOUT |ETHICS |AND |AVOIDING |FAVORITISM."
"Why |are |vendors |potentially |a |high |security |risk |to |a |healthcare |facility?
A. |Vendors |often |have |access |to |sensitive |areas |yet |staff |of |the |healthcare |organization |may
|know |very |little |about |vendors' |backgrounds
B. |Vendors |typically |drive |large |vehicles |that |can |conceal |large |amounts |of |stolen |property
|or |contraband.
C. |Competing |vendors |may |clash |at |a |facility
1
, D. |Vendors |may |be |bringing |in |high-demand |products |that |could |be |targeted |for |theft. |-
|CORRECT |ANSWER |A. |Vendors |are |potentially |a |high |security |risk |to |a |healthcare
|facility |because |VENDORS |OFTEN |HAVE |ACCESS |TO |SENSITIVE |AREAS |YET |STAFF |OF |THE
|HEALTHCARE |ORGANIZATION |MAY |KNOW |VERY |LITTLE |ABOUT |VENDORS'
|BACKGROUNDS."
"In |the |patient- |and |family-centered |care |philosophy, |who |determines |which |individuals |are
|part |of |the |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. |-
|CORRECT |ANSWER |D. |In |the |patient- |and |family-centered |care |philosophy, |THE
|PATIENT, |determines |which |individuals |are |part |of |the |patient's |family, |PROVIDED |HE |OR
|SHE |IS |DEVELOPMENTALLY |MATURE |AND |COMPETENT |TO |DO |SO."
"Which |of |the |following |may |union |members |NOT |do |during |picketing?
A. |Carry |signs
B. |Protest |management |decisions
C. |Block |entrances |to |the |facility
D. |Congregate |outside |the |facility |- |CORRECT |ANSWER |C. |Union |members |may |not
|BLOCK |ENTRANCES |TO |THE |FACILITY |during |picketing."
"Which |of |the |following |is |NOT |a |true |statement |about |customers' |perceptions |of |their
|experience?
A. |Interaction |is |subject |to |personal |interpretation
B. |Interaction |can |only |be |perceived |by |the |words |stated
C. |Interaction |is |affected |by |body |language
D. |Interaction |is |affected |by |all |of |your |actions |- |CORRECT |ANSWER |B. |INTERACTION
|CAN |ONLY |BE |PERCEIVED |BY |THE |WORDS |STATED |is |NOT |a |true |statement |about
|customer's |perception |of |their |experience.."
"Which |of |the |following |is |NOT |one |of |the |three |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 |- |CORRECT |ANSWER |C. |TRYING |TO |IMPRESS |YOUR |SUPERVISOR |is
|NOT |one |of |the |three |powerful, |personal |reasons |to |provide |great |customer |service."
2
, "Which |of |the |following |describes |the |main |objective |of |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 |the |customer's |wants |were |not |met
C. |To |make |the |customer |think |that |no |one |cares |about |the |concern |raised |by |the |customer
D. |To |help |the |customer |walk |away |with |a |neutral |feeling |- |CORRECT |ANSWER |A. |The
|main |objective |of |good |customer |service |is |TO |MAKE |THE |CUSTOMER |WALK |AWAY |WITH
|A |POSITIVE |FEELING |[about |the |encounter]."
"Which |of |the |following |is |NOT |an |opportunity |derived |from |patrol?
A. |Getting |to |know |the |community
B. |Establishing |positive |relationships |and |partnerships
C. |Improving |communications
D. |Using |the |security |vehicle |to |go |offsite |- |CORRECT |ANSWER |D. |USING |THE |SECURITY
|VEHICLE |TO |GO |OFFSITE |is |NOT |an |opportunity |derived |from |patrol."
"Which |is |the |most |common |patrol |approach?
A. |Inconspicuous
B. |Routine
C. |Conspicuous
D. |Foot |- |CORRECT |ANSWER |C. |CONSPICUOUS |is |most |common |patrol |approach."
"Which |of |the |following |are |the |three |key |elements |of |a |good |patrol?
A. |Hearing, |documentation, |and |memory
B. |Observation, |perception |and |memory
C. |Perception, |memory, |and |documentation
D. |Time, |memory |and |perception |- |CORRECT |ANSWER |B. |OBSERVATION, |PERCEPTION,
|AND |MEMORY |are |the |three |key |elements |of |a |good |patrol."
"What |type |of |patrol |covers |all |areas |equally |with |high |visibility?
A. |Selective
B. |Directed
C. |Vehicle
D. |Routine |- |CORRECT |ANSWER |D. |ROUTINE |is |the |type |of |patrol |that |covers |all |areas
|equally |with |high |visibility."
3
, "Which |of |the |following |is |an |example |of |something |you |should |do |while |patrolling?
A. |Let |employees |know |you |are |in |the |area
B. |Get |careless
C. |Be |a |hero |unnecessarily
D. |Get |separated |from |your |equipment |- |CORRECT |ANSWER |A. |LETTING |EMPLOYEES
|KNOW |THAT |YOU |ARE |IN |THE |AREA |is |an |example |of |something |you |should |do |while
|patrolling."
"Security |Officers |must |interact |in |a |professional |manner |with |which |group |of |people?
A. |Patients
B. |Visitors
C. |Employees
D. |Physicians
E. |All |of |the |above |- |CORRECT |ANSWER |E. |ALL |OF |THE |ABOVE: |Security |Officers |must
|interact |in |a |professional |manner |with |PATIENTS, |VISITORS, |EMPLOYEES, |and
|PHYSICIANS."
"Which |trait |or |skill |is |NOT |desirable |for |a |security |officer |to |possess?
A. |Strong |communications |skills
B. |Compassion
C. |Ability |to |speak |loudly
D. |Ability |to |express |care |and |understanding. |- |CORRECT |ANSWER |C. |The |ABILITY |TO
|SPEAK |LOUDLY |is |NOT |a |desirable |trait |or |skill |for |a |security |officer |to |possess."
"In |which |way |is |a |security |officer |likely |to |interact |with |a |patient?
A. |Picking |up |or |returning |a |patients |valuables
B. |Investigating |lost |or |stolen |property
C. |Providing |directions
D. |Helping |resolve |domestic |disputes |occurring |at |the |facility
E. |All |of |the |above |- |CORRECT |ANSWER |E. |ALL |OF |THE |ABOVE: |A |security |officer |is
|likely |to |interact |with |a |patient |PICKING |UP |OR |RETURNING |A |PATIENT'S |VALUABLES,
|INVESTIGATING |LOST |OR |STOLEN |PROPERTY, |PROVIDING |DIRECTIONS, |and |HELPING
|RESOLVE |DOMESTIC |DISPUTES |OCCURRING |AT |THE |FACILITY."
"Which |is |the |most |common |location |where |missing |patients |are |found?
A. |Hiding |under |their |bed
B. |In |the |cafeteria |or |near |an |entrance
C. |In |the |gift |shop
D. |Looking |for |the |morgue |- |CORRECT |ANSWER |B. |IN |THE |CAFETERIA |OR |NEAR |AN
|ENTRANCE |is |the |most |common |location |where |missing |patients |are |found."
4
