What is the primary role of a security officer in crime prevention?
a. Reduce the desire for a person to committ a crime.
b. Patrol all assigned areas
... [Show More] dilligently.
c. Reduce the opportunity for a person to committ a crime.
d. None of these - Correct Answer-c. Reduce the opportunity for a person to committ a crime.
Crime prevention is the anticipation, recognition, and appraisal of a crime risk. It also involves what?
a. Initiating some action to remove or reduce the risk.
b. Reporting the risk to law enforcement authorities.
c. Documenting the risk to the administration.
d. Each of the above. - Correct Answer-a. Initiating some action to remove or reduce the risk.
What must be done about life safety deficiencies found in the hazzard surveillance tour?
a. Report them to the nearest medical personnel.
b. Correct them before the next safety committee meeting.
c. Report them to the Occupational Safety and Health Administration.
d. Correct them immediately. - Correct Answer-d. Correct them immediately.
What is the purpose of crime analysis?
a. Identify problems and develop strategies to reduce problems.
b. Assist law enforcement in identifying known criminals.
c. Solve crimes and make arrests.
d. None of the above. - Correct Answer-a. Identify problems and develop strategies to reduce problems.
Which of the following is easier and more cost effective for an institution?
a. Allowing outside organizations to conduct safety training.
b. Installing access controls only on exterior doors.
c. Using off-duty law enforcement officers instead of security officers.
d. Building in security systems during building design. - Correct Answer-d. Building in security systems during building design.
The Triangle of Crime consists of:
a. Opportunity, Unattended Items, Desire
b. Ability, Opportunity, Randon Access
c. Opportunity, Desire, Ability
d. Access, Desire, Opportunity - Correct Answer-c. Opportunity, Desire, Ability
What are the layers of protection through physical security planning? - Correct Answer-* Perimeter Barrior: line or outside perimeter of the site
* Building's Exterior: top, sides, bottom of building
* Interior Controls: lock/key systems, access control systems,
alarms, camera, policies/procedures, training
How can employee awareness programs improve safety in a healthcare facility? - Correct Answer-* Generates employee involvement
* Improves trust/credibility in the security program and it's
personnel
What are the two most important aspects of a successful security program?
a. Assist law enforcement and identifying known criminals
b. Patrol and crime prevention
c. Crime prevention and risk assessment
d. Security awareness and crime prevention - Correct Answer-d. Security awareness and crime prevention
Why is crime analysis important? - Correct Answer-It helps security monitor the level and types of crime and seasonal fluctuations.
How does environmental design promote a safer environment? - Correct Answer-Design areas with:
CPTED
Clear sight lines
Appropriate lighting
Unambiguous sinage
Sprinkler heads must not have any obstruction or storage within _____ inches of the sprinkler head:
a. 12
b. 16
c. 18
d. 20 - Correct Answer-c. 18
What agency requires Hazard Surveillance Rounds?
a. Occupational Safety Health Association (OSHA)
b. The Joint Commission (TJC)
c. National Fire Protection Association (NFPA)
d. Environmental Protection Agency (EPA) - Correct Answer-b. The Joint Commission
What are the two categories of safety and securities inspections?
a. Surveillance surveys and security surveys
b. Hazard inspections and security rounds
c. Hazard surveillance rounds and security surveys
d. Surveillance rounds and hazard surveillance surveys - Correct Answer-c. Hazard surveillance rounds and security surveys
Hazard Surveillance Round inspections are reported to:
a. Occupational Safety Health Association (OSHA)
b. The Supervisor of the facility
c. The Joint Commission (TJC)
d. The safety committee of the healthcare organization - Correct Answer-d. The safety committee of the healthcare organization
Patient care buildings and satellite health centers require Hazard Surveillance Round inspections:
a. Once per year
b. Twice per year
c. Every two years
d. Every three years - Correct Answer-c. Twice per year
Non-patient care buildings and exterior grounds require Hazard Surveillance Round inspections:
a. Once per year
b. Twice per year
c. Every two years
d. None of the above - Correct Answer-a. Once per year
The five-step approach to crime analysis is:
a. Gather, Collate, Analyze, Separate, Evaluate feedback
b. Collect, Collate, Analyze, Disseminate, Gather/Evaluate feedback
c. Collect, Evaluate, Collate, Disseminate, Gather feedback
d.Collect, Collate, Analyze, Gather/Evaluate feedback - Correct Answer-b. Collect, Collate, Analyze, Disseminate, Gather/Evaluate feedback
Crime analysis data reports should be presented to the institutional safety committee how often?
a. Quarterly
b. Bi-Annually
c. Annually
d. Never - Correct Answer-a. Quarterly
Healthcare facilities that provide _______ customer service motivate customers to tell others about these organizations.
a. Respectful
b. Adequate
c. Knowledgeable
d. Excellent - Correct Answer-d. Excellent
Process improvements in customer service can be measured how?
a. Surveys
b. Monitoring performance
c. Benchmarking
d. All of the above - Correct Answer-d. All of the above
_______ can be an excellent way to measure customer service and improve performance:
a. Surveys
b. Feedback
c. Employee complaints
d. Phone call monitoring - Correct Answer-b. Feedback
______ is an element in improving customer service:
a. Identifying customers
b. Attitude
c. Communication
d. Training
e. All of the above - Correct Answer-e. All of the above
Communication is ________________:
a. 93% body language, 7% words
b. 50% non-verbal, 50% verbal
c. 80% verbal, 20% gesture
d. 75% verbal, 20% gestures and tone of voice - Correct Answer-a. 93% body language, 7% words
Customer retention is __________ times less expensive than attracting new customers.
a. 2 to 3
b. 5 to 6
c. 7 to 9
d. 10 to 12 - Correct Answer-b. 5 to 6
Satisfied customers on average tell _________ other people about their positive experience at a healthcare facility.
a. 1 to 2
b. 2 to 3
c. 4 to 5
d. 6 to 7 - Correct Answer-c. 4 to 5
How many healthcare organizations have earned the Planetree organization's designation as a 'patient-centered hospital'?
a. Less than 100
b. Less than 115
c. More than 125
d. More than 200 - Correct Answer-c. more than 125
What are the four elements of the "Fish" philosophy? - Correct Answer-1. Choose your attitude
2. Play
3. Make Their day
4. Be present, be there
The acronym HEART expresses what: - Correct Answer-Honesty
Empathetic
Appreciative
Respectful
Tolerant
Research reveals that consumers make buying decisions based on:
a. 70% service / 30% product
b. 80% service / 20% product
c. 90% sevice / 10% product
d. 95% sevice / 5% product - Correct Answer-c. 90% sevice / 10% product
_____ % of customers stop doing business with an company because they are dissatisifed with the product or service.
a. 10 %
b. 14%
c. 23%
d. 31% - Correct Answer-b. 14%
______ % of customers leave because of an attitude of indifference on the part of the service provider.
a. 25%
b. 50%
c. 68%
d. 75% - Correct Answer-c. 68%
What determines whether a customer is satisfied or not?
a. A customer that is visably pleased
b. A customers perception of having needs met
c. A customers who has had his questions answered
d. A customer feeling good - Correct Answer-b. A customers perception of having needs met
Key traits security officers should have (7): - Correct Answer-Emotional awareness; concern; Problem solving; Initiative; responsibility; Explaining, and informing
What is the most powerful booster of customer service improvement?
a. Surveys
b. Evaluations
c. Benchmarking
d. Feedback - Correct Answer-d. Feedback
Which legal test takes into account neighborhood crime rates, industry standards, and the owner's experience at other locations?
a. Forseeability
b. Neglience
c. Totality of circumstances
d. Duty to invitees - Correct Answer-c. Totality of circumstances
The major source of premise liability in healthcare is from:
a. Poor lighting
b. Slips and falls
c. Fire hazards
d. Assaults - Correct Answer-b. Slips and falls
Property owners have a ________ duty to maintain the property in a ___________ condition.
a. Legal / reasonably safe
b. Moral / reasonably safe
c. Legal / completely safe
d. Moral / completely safe - Correct Answer-a. Legal / reasonably safe
Which of the following are elements necessary to establish neglience in a premise liability case?
a. Duty to the plaintiff
b. Failure to meet the duty
c. Breech of a duty caused an injury
d. All of the above - Correct Answer-d. All of the above
Which of the following are examples of risks security officers should identify?
a. Burned out lights
b. Breached fence lines
c. Slip and fall hazards
d. All of the above
e. A and C only - Correct Answer-d. All of the above
What is the definition of premise liability? - Correct Answer-Refers to the legal responsibility a property owner/organization owes to persons/individuals on their property.
What are the four elements of neglience: - Correct Answer-1. Legal duty
2. Breech of duty
3. Proximate cause
4. Damages or injury
What is Legal Duty - Correct Answer-The responsibility to others to act according to the law. Proving the duty (such as not to be negligent, to keep premises safe, or to drive within the speed limit). Then showing that the duty was breached is a required elements of any lawsuit for damages due to negligence or intentional injuries - Did the property owner have a legal obligation to the claimant?
What is Breech of Duty - Correct Answer-When one person or company has a duty of care toward another person or company, but fails to live up to that standard.
What is Proximate Cause - Correct Answer-In order for an action to be the proximate cause of an injury, it must be related closely enough through the chain of causation that the act is considered the sufficient cause of the harm. The most common test for determining if an action is sufficiently related to an injury to satisfy proximate cause is whether or not the injury was foreseeable by the person committing the action. - Did the failure to provide the duty cause harm?
Damages or Injury - Correct Answer-Were the damages or injury forseeable or apparant?
What is CPTED - Crime Prevention Through Environmental Design (3) - Correct Answer-Promotes a clear line of sight
Created perception of safety
Makes criminals feel detected
Define: Broken Windows - Correct Answer-Theory: Signs of neglect, ie: broken windows and/or graffiti on buildings indicate no one cares about the area and is not watching it - it invites crime.
Failure to conduct routine patrol can ultimately result in what?
a. An increase in security spending
b. An increase in the organization's revenue
c. A liability exposure
d. Both A and C - Correct Answer-c. A liability exposure
K-9 patrol teams can be particularly effective in dealing with which situation?
a. Restraining a patient
b. Emergency department violence
c. Patrolling patient floors
d. Children who are upset - Correct Answer-b. Emergency department violence
Bicycle patrol is which one of these?
a. Faster than foot patrol and a vehicle in heavy traffic
b. Faster than foot patrol, but slower than a vehicle in heavy traffic
c. The safest method of patrol
d. The slowest method of patrol - Correct Answer-a. Faster than foot patrol and a vehicle in heavy traffic
_______ patrol contributes, more than any other method of patrol, to excessive socialization.
a. Bicycle
b. Foot
c. K-9
d. Vehicle - Correct Answer-b. Foot
Security Officers should have a valid driver's license if they are going to do what?
a. Operate motorized vehicles
b. Conduct vehicle patrols on client property
c. Transport authorized personnel
d. All of the above - Correct Answer-a. Operate motorized vehicles
What are the common methods of patrol? - Correct Answer-Foot
K-9
Bicycle
Motorized
A dog's sense of smell is _______ times better and hearing is _______ times better than a human's.
a. 100 / 50
b. 250 / 35
c. 400 / 20
d. 500 / 45 - Correct Answer-c. 400 / 20
A security officer responding to a crime scene should do what?
a. Disregard his safety and arrive as soon as possible
b. Respond as quickly as possible, observing all safety practices
c. Wait for at lease one officer to provide backup
d. None of the above - Correct Answer-b. Respond as quickly as possible, observing all safety practices
After arriving at a crime scene, what should the security officer do first?
a. Protect the scene from contamination
b. Protect his personal safety
c. Render aid to those injured
d. Question any suspects or witnesses - Correct Answer-b. Protect his personal safety
Which if these is an example of factual evidence?
a. Eyewitness testimony
b. Circumstantial evidence
c. Physical evidence
d. None of the above - Correct Answer-c. Physical evidence
Which of these should an officer follow to be able to testify that the evidence presented has merit?
a. Proper medical staff direction
b. Proper safety procedures
c. Proper confidentiality procedures
d. Proper chain of custody - Correct Answer-d. Proper chain of custody
Why are initial information gathering and proper note-taking key to a successful investigation?
a. They memorialize information gathered at the scene from those involved
b. They refresh your memory for later report writing purposes
c. They are subject to discovery by the defense in a criminal case and thus can be supoenaed
d. All of the above - Correct Answer-d. All of the above
When dealing with a personal-gain informant, what should the officer do?
a. Document the officer's interaction with the informant
b. Let the informant run the show
c. Become personally involved with the informant
d. Make promises to the informant that cannot be kept - Correct Answer-a. 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?
a. Insist that no person be submitted to entrapment
b. Require daily reports
c. Insist that no laws or policies ever be broken
d. Insist that all security department staff receive operational information - Correct Answer-d. Insist that all security department staff receive operational information
Before using any covert monitoring devices, the officer should do what?
a. Notify the information system department
b. Notify the engineering department
c. Submit a covert investigation request to the human resources department
d. Review applicable state and federal laws - Correct Answer-d. Review applicable state and federal laws
Which of the following is NOT a characteristic of a covert or undercover operations protocol?
a. Strict, clear, and concise
b. Clearly spells out when covert operations can be performed
c. Formulated as an ongoing process
d. Has safeguards in place to prevent improper behavior - Correct Answer-c. Formulated as an ongoing process
When arriving at a crime scene, which order should issues be addressed?
a. Protect the scene, protect yourself, render aid
b. Render aid, protect the scene, protect yourself
c. Protect yourself, protect the scene, render aid
d. Protect yourself, render aid, protect the scene - Correct Answer-d. Protect yourself, render aid, protect the scene
What is an informant? - Correct Answer-ANY person that provides information to some sort of authority to help with or identify a wrong (LE, SO, private agency, etc.)
What are the three types of informants? - Correct Answer-1. Concerned citizen
2. Public domain source (newspaper, TV, radio, court records, criminal history report)
3. "For personal gain" informant [Show Less]