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ANSWERS
Which of the following is NOT one of the classifications of healthcare organizations discussed in this chapter? (begin chapter 1) - Correct Answer ✅ Individual Healthcare. Which of the following is NOT a risk issue for healthcare? - Correct Answer ✅ Mostly female staff Which of the following is usually at the top of the organizational chart?
- Correct Answer ✅ Board of Directors Which of the following statements best describes employees? - Correct Answer ✅ All staff directly employed by the facility Security uses senior management's endorsement to build what kind of program? - Correct Answer ✅ Strong and effective How should friendships and interpersonal relationships between security officers and staff members from other departments be treated? (begin chapter 2) - Correct Answer ✅ Encouraged, but security staff educated about ethics and avoiding favoritism. Which of the following allows a department to assess its cost effectiveness within an organization? - Correct Answer ✅ Benchmarking
ANSWERS
What should the most primary overriding concern of any security department be? - Correct Answer ✅ The safety and well-being of anyone in the facility. Which of the following are skills a security professional should have and use at all times? - Correct Answer ✅ All of the above (Good observation skills, good comm skills, tolerance) Why are vendors potentially a high security risk to a healthcare facility?
- Correct Answer ✅ 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? - Correct Answer ✅ 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 customer? (begin chapter 3) - Correct Answer ✅ Employees Which of the following does NOT help the security uniform communicate an appropriate message to the public? - Correct Answer ✅ Wearing the uniform shirt untucked.
ANSWERS
Which of the following are powerful reasons to advocate and promote strong customer service? - Correct Answer ✅ All of the above (strong customer service prevents violence and helps preserve a safe therapeutic environment, customer service supports people in crisis and may have a lasting impact for the customer, strong customer service allows security officers opportunities to problem solve with a person in crisis.) The L.A.S.T. technique in managing complaints requires security professionals to... - Correct Answer ✅ Listen, Apologize, Solve, Thank Which of the following environmental factors can contribute to customer dissatisfaction and anxiety? - Correct Answer ✅ All of the above (lack of privacy/crowding, excessive noise, lack of access to refreshments) Which of the following is NOT a reason organizations should use teams? (begin chapter 5) - Correct Answer ✅ Forming a team ensures the team will be successful. The security department would be an example of what type of team? - Correct Answer ✅ An ongoing or functional team
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To be successful, teams need which of the following? - Correct Answer ✅ All of the above (access to resources, access to people in the know, clearly defined purposes and goals) Which of the following is a challenge to teamwork? - Correct Answer ✅ Purpose Which of the following is NOT a stage of team development? - Correct Answer ✅ Rounding Which of the following is NOT an opportunity derived from patrol? (begin chapter 6) - Correct Answer ✅ Using the security vehicle to go offsite. Which is the most common patrol approach? - Correct Answer ✅ Conspicuous Which of the following are the three key elements of a good patrol? - Correct Answer ✅ Observation, perception, and memory Which type of patrol covers all areas equally with high visibility? - Correct Answer ✅ Routine
ANSWERS
Related to physical interactions and body language, which answer most accurately reflects a "reaction zone" according to the manual? - Correct Answer ✅ Four to six feet. Handling the emotion before attempting to handle the problem is one type of de-escalation technique. - Correct Answer ✅ TRUE Which of the following is not a security officer/subject consideration, related to use of force? - Correct Answer ✅ Scars Under no circumstances may handcuffs be used in a healthcare environment. - Correct Answer ✅ FALSE Which of the following is a professional attribute? (begin chapter 9) - Correct Answer ✅ All of the above (Image, posture, attitude) The self-disciplined officer does NOT do which of the following? - Correct Answer ✅ Call a routine duty a waste of time. Non-verbal communication accounts for what percentage of communication? - Correct Answer ✅ 94 percent
ANSWERS
Which organization developed a code of ethics for the healthcare security profession? - Correct Answer ✅ IAHSS - International Association for Healthcare Security and Safety Which of the following is NOT an IAHSS training course? - Correct Answer ✅ Cardiopulmonary resuscitation CPR You should pay close attention to which elements of your speech when speaking with patient, visitor or staff member? - Correct Answer ✅ Tempo, volume and cadence What is the key factor in tactical deployment? (begin chapter 10) - Correct Answer ✅ Control of Distance During a contact, what is the general recommended distance between you and the individual? - Correct Answer ✅ 4 to 6 feet What is your primary goal in using tactical evaluation? - Correct Answer ✅ To determine the level of threat What is the force continuum? - Correct Answer ✅ A. The force applied by an officer to a subject to meet the continuing escalation of force.
