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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"
"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."
"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;"
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)."
"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"
"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."
"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."
