ICC MM Exam Practice Questions & Case

Studies
ICC Management Module Exam Study Guide

75 Questions | 2 Hours | Open-Book

ICC MM Exam Study Guide - Page 1

ICC MM (Management Module) Exam

ICC MM Exam Study Guide - Page 2

Document 5: Practice Questions & Case Studies

EXAM OVERVIEW
Specification Detail

Total Questions 76

Time Allowed 2 hours

Format Open-book

Passing Score 70% (53 correct)

Category Distribution

Category Weight Questions

Customer Service and Communication 30% 23

Personnel Management 30% 22

Financial Management 22% 17

Records Management 18% 13

TOTAL 100% 76

ICC MM Exam Study Guide - Page 3

QUICK REFERENCE SHEETS

Critical Concepts to Know

Concept Key Points Reference

Budget cycle phases Preparation, Adoption, Execution, Audit Budgeting Guide Ch 7-10

Progressive discipline Verbal Warning, Written Warning, Suspension, Termination

HR Mgmt Ch 10, BDA Ch 10

Records retention categories Permanent, 7-year, 3-year, 1-year BDA Ch 12

Performance appraisal components Goals, Standards, Evaluation, Feedback, Development

HR Mgmt Ch 9

Conflict resolution styles Competing, Collaborating, Compromising, Avoiding,

HR Mgmt
Accommodating
Ch 8

Communication barriers Language, Culture, Noise, Perception, EmotionsBDA Ch 11, Inspector Skills

Fee structure types Flat fee, Valuation-based, Hourly, Combination BDA Ch 8

Training methods On-the-job, Classroom, Online, Mentoring, Cross-training

HR Mgmt Ch 7, BDA Ch 10

Customer service principles Responsiveness, Reliability, Assurance, Empathy,

BDA Tangibles
Ch 11

Leadership styles Autocratic, Democratic, Laissez-faire, Transformational,

HR MgmtSituational
Ch 5

Budget types Line-item, Program, Performance, Zero-based Budgeting Guide Ch 2-3

Document classification Administrative, Technical, Legal, Financial BDA Ch 12

Employee motivation theories Maslow, Herzberg, McGregor, Expectancy HR Mgmt Ch 4

Span of control Number of subordinates a manager can effectively

HR supervise
Mgmt Ch 3,
(typically
BDA Ch5-7)
9

SMART goals Specific, Measurable, Achievable, Relevant, Time-bound

HR Mgmt Ch 9

Key Formulas and Calculations

Formula Calculation Application

Budget Variance Actual - Budgeted Tracks spending against plan

Cost Recovery Rate (Fees Collected / Cost of Service) x 100 Measures fee adequacy

Turnover Rate (Separations / Average Employees) x 100 Measures staff retention

Permit Processing Efficiency Permits Processed / Staff Hours Measures productivity

Customer Satisfaction Index (Satisfied Responses / Total Responses) x 100 Measures service quality

Fee Adjustment Factor New Cost / Old Cost Calculates fee increases

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Overtime Percentage (Overtime Hours / Regular Hours) x 100 Monitors labor costs

Per Capita Inspection Rate Inspections / Population (thousands) Benchmarking metric

Revenue per Permit Total Revenue / Number of Permits Measures average fee

Staff Utilization Rate (Productive Hours / Available Hours) x 100 Measures efficiency

Common Acronyms Table

Acronym Full Term

ADA Americans with Disabilities Act

AHJ Authority Having Jurisdiction

BOCA Building Officials and Code Administrators

CAD Computer-Aided Design

CEO Chief Executive Officer

CFR Code of Federal Regulations

CO Certificate of Occupancy

CRM Customer Relationship Management

DOL Department of Labor

EAP Employee Assistance Program

EEO Equal Employment Opportunity

EEOC Equal Employment Opportunity Commission

FLSA Fair Labor Standards Act

FMLA Family and Medical Leave Act

FOIA Freedom of Information Act

FTE Full-Time Equivalent

GIS Geographic Information System

HR Human Resources

HVAC Heating, Ventilation, and Air Conditioning

IBC International Building Code

ICC International Code Council

IFC International Fire Code

IFGC International Fuel Gas Code

IMC International Mechanical Code

ICC MM Exam Study Guide - Page 5

IPC International Plumbing Code

IRC International Residential Code

IT Information Technology

KPI Key Performance Indicator

MOU Memorandum of Understanding

NFPA National Fire Protection Association

O&M Operations and Maintenance

OSHA Occupational Safety and Health Administration

PIP Performance Improvement Plan

PM Preventive Maintenance

PPE Personal Protective Equipment

RFP Request for Proposal

ROI Return on Investment

SOP Standard Operating Procedure

TCO Temporary Certificate of Occupancy

TQM Total Quality Management

USPS United States Postal Service

ICC MM Exam Study Guide - Page 6

PART 1: CUSTOMER SERVICE AND COMMUNICATION
(23 Questions)

Soft Skills (Questions 1-5)

Question 1 [EASY]

Which of the following best demonstrates professionalism when dealing with a frustrated permit applicant?

A) Explaining that the rules are the rules and cannot be changed

B) Listening actively, acknowledging concerns, and explaining the process clearly

C) Referring them immediately to your supervisor

D) Providing the permit without review to avoid conflict

Question 2 [EASY]

When communicating technical code requirements to a homeowner with no construction experience, the most
effective approach is to:

A) Use standard code terminology to ensure accuracy

B) Provide a copy of the relevant code section for them to read

C) Translate technical requirements into everyday language with practical examples

D) Suggest they hire a professional to interpret the codes

Question 3 [MEDIUM]

An applicant becomes verbally aggressive at the permit counter. The FIRST step the staff member should take
is to:

A) Call security immediately

B) Match the applicant's tone to establish authority

C) Remain calm and use a measured tone to de-escalate the situation

D) Walk away from the counter without explanation

Question 4 [MEDIUM]

Active listening in customer service interactions includes all of the following EXCEPT:

A) Making appropriate eye contact

B) Paraphrasing to confirm understanding

C) Preparing your response while the customer is still speaking

D) Asking clarifying questions

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Question 5 [HARD]

A long-time contractor complains that a new inspector is "too strict" compared to previous inspectors. The
building official should:

A) Instruct the new inspector to be more lenient with established contractors

B) Review the inspection reports for consistency with code requirements and department standards

C) Assign a different inspector to that contractor's projects

D) Apologize to the contractor and override the inspection results

Communication Methods (Questions 6-10)

Question 6 [EASY]

Which communication method is MOST appropriate for documenting a formal correction notice to a contractor?

A) Verbal conversation

B) Text message

C) Written letter or email with documentation

D) Phone call

Question 7 [MEDIUM]

When preparing a presentation for the city council regarding proposed fee increases, the most effective
approach is to:

A) Focus exclusively on the technical justification for the increase

B) Present data visually, explain the impact on stakeholders, and address anticipated concerns

C) Keep it brief and avoid detailed financial information

D) Delegate the presentation to the finance department

Question 8 [MEDIUM]

Non-verbal communication in customer interactions includes all of the following EXCEPT:

A) Facial expressions

B) Body posture

C) Written correspondence

D) Tone of voice

Question 9 [HARD]

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A building department receives numerous complaints about conflicting information given by different staff
members. The BEST long-term solution is to:

A) Limit customer contact to a single point of contact

B) Develop standardized responses and train all staff on consistent messaging

C) Reduce the number of staff available to answer questions

D) Refer all questions to the building official

Question 10 [EASY]

According to customer service best practices, emails from the public should generally be responded to within:

A) 1 hour

B) 24-48 hours

C) 1 week

D) Whenever time permits

Conflict Resolution (Questions 11-15)

Question 11 [MEDIUM]

When mediating a dispute between a contractor and a homeowner regarding inspection results, the building
official should:

A) Side with the contractor due to their professional expertise

B) Side with the homeowner as the paying customer

C) Focus on the code requirements and documented facts

D) Suggest they resolve it in court

Question 12 [HARD]

A property owner files a formal complaint alleging that an inspector was rude and unprofessional. The
appropriate FIRST response is to:

A) Immediately discipline the inspector

B) Dismiss the complaint as the inspector has a good record

C) Interview both parties separately and document findings before making any determination

D) Transfer the inspector to a different area

Question 13 [MEDIUM]

The "win-win" approach to conflict resolution is characterized by:

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A) One party conceding all points to the other

B) Both parties achieving their core objectives through collaborative problem-solving

C) Splitting the difference between opposing positions

D) Avoiding the conflict until it resolves itself

Question 14 [EASY]

When a customer's request cannot be granted, the best practice is to:

A) Simply say "no" and move to the next customer

B) Explain why the request cannot be granted and offer alternative solutions if available

C) Approve the request to maintain customer satisfaction

D) Refer them to another department without explanation

Question 15 [HARD]

A design professional repeatedly submits incomplete plans, causing delays and frustration for both staff and the
applicant. The most effective approach is to:

A) Reject plans without explanation until they improve

B) Schedule a meeting to discuss submittal requirements and establish clear expectations

C) Assign additional staff to complete the missing information

D) Refuse to accept any future submittals from this professional

Public Relations (Questions 16-18)

Question 16 [MEDIUM]

When a local news reporter contacts the building department about a code enforcement case, the appropriate
response is to:

A) Provide all details to ensure transparent government

B) Refuse to comment on any code enforcement matters

C) Follow the jurisdiction's media policy and provide only information that is public record

D) Refer them to the property owner

Question 17 [EASY]

Community outreach programs for building departments might include all of the following EXCEPT:

A) Homeowner education seminars

B) Contractor licensing workshops

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C) Personally advocating for specific builders

D) Code adoption public hearings

Question 18 [MEDIUM]

A social media post criticizing the building department goes viral. The recommended response is to:

A) Ignore it as responding would only give it more attention

B) Delete any comments that are critical of the department

C) Respond professionally with factual information and offer to discuss concerns offline

D) Identify the poster and deny future permits

Interagency Communication (Questions 19-23)

Question 19 [EASY]

Effective interagency cooperation on construction projects typically requires:

A) Each department working independently to avoid confusion

B) Clear communication protocols and defined roles

C) One department having authority over all others

D) Minimal documentation to streamline the process

Question 20 [MEDIUM]

When the fire marshal and building inspector have different interpretations of a code provision, the resolution
should:

A) Default to the less restrictive interpretation

B) Be escalated to the appropriate authorities for a formal interpretation

C) Be left to the property owner to decide which to follow

D) Result in no enforcement action

Question 21 [HARD]

A planning department approval contains conditions that conflict with building code requirements. The building
official should:

A) Ignore the planning conditions and enforce only building codes

B) Coordinate with planning to resolve the conflict before permit issuance

C) Issue the permit with both sets of requirements

D) Deny the permit indefinitely

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Question 22 [MEDIUM]

Memoranda of Understanding (MOUs) between departments are useful for:

A) Eliminating the need for ongoing communication

B) Defining responsibilities, processes, and expectations for interagency cooperation

C) Transferring liability from one department to another

D) Overriding statutory requirements

Question 23 [HARD]

During a major disaster response, building department staff are called to assist with damage assessments.
Communication with emergency management should:

A) Follow normal departmental channels

B) Utilize established incident command system protocols

C) Be informal to allow for rapid response

D) Be minimized to avoid interference with rescue operations

ICC MM Exam Study Guide - Page 12

PART 2: FINANCIAL MANAGEMENT (17 Questions)

Budgeting Fundamentals (Questions 24-30)

Question 24 [EASY]

The four phases of the budget cycle are:

A) Planning, Spending, Reporting, Auditing

B) Preparation, Adoption, Execution, Audit

C) Forecasting, Approval, Implementation, Review

D) Development, Passage, Monitoring, Closing

Question 25 [EASY]

A line-item budget organizes expenditures by:

A) Program or service

B) Object of expenditure (salaries, supplies, equipment)

C) Performance outcomes

D) Zero-based categories

Question 26 [MEDIUM]

Which budget type requires justification of all expenditures from zero each budget cycle, rather than using the
previous year as a baseline?

A) Program budget

B) Performance budget

C) Zero-based budget

D) Line-item budget

Question 27 [MEDIUM]

When preparing budget requests, a building official should:

A) Request the maximum amount possible to ensure adequate funding

B) Align requests with departmental goals and provide supporting data

C) Submit the same request as the previous year

D) Let the finance department determine needs

Question 28 [HARD]

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A building department's permit revenue has declined 25% due to economic conditions, but fixed costs remain
constant. The MOST appropriate budget response is to:

A) Request a general fund subsidy to maintain current service levels

B) Analyze service delivery options, identify efficiencies, and adjust staffing as needed

C) Eliminate all training and professional development

D) Close the department until revenue recovers

Question 29 [EASY]

Capital expenditures typically include:

A) Office supplies and consumables

B) Staff salaries and benefits

C) Equipment, vehicles, and building improvements

D) Utility payments

Question 30 [MEDIUM]

Budget variance analysis comparing actual to budgeted expenditures should be performed:

A) Only at year-end

B) Monthly or quarterly throughout the fiscal year

C) Only when problems are suspected

D) By external auditors only

Fee Structures (Questions 31-35)

Question 31 [EASY]

The primary purpose of permit fees in a building department is to:

A) Generate profit for the jurisdiction

B) Recover the cost of providing permit and inspection services

C) Discourage unnecessary construction

D) Fund unrelated municipal services

Question 32 [MEDIUM]

A cost-of-service study for building department fees should analyze:

A) Only direct costs such as salaries

B) Direct costs, indirect costs, and overhead allocation

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C) What neighboring jurisdictions charge

D) The maximum amount the market will bear

Question 33 [MEDIUM]

If a building department's cost recovery rate is 75%, this means:

A) 75% of permit applications are approved

B) Fees collected cover 75% of the cost of providing services

C) 75% of the budget is spent on personnel

D) Inspections are completed within 75% of the target time

Question 34 [HARD]

When establishing fees for plan review services, the most equitable approach is to:

A) Charge the same flat fee regardless of project size or complexity

B) Base fees on the actual time and resources required, often tied to project valuation or scope

C) Charge what the applicant can afford

D) Use the lowest fee charged by any neighboring jurisdiction

Question 35 [MEDIUM]

Fee waivers for government projects should be:

A) Automatically granted for all government construction

B) Documented with a policy that accounts for the cost impact on the fee-supported budget

C) Prohibited under all circumstances

D) Approved by the permit technician

Financial Controls (Questions 36-40)

Question 36 [EASY]

Separation of duties in financial management means:

A) Each employee works in a separate office

B) Different individuals handle authorization, custody, and recording of financial transactions

C) Financial tasks are completed in separate time periods

D) Only management handles financial matters

Question 37 [MEDIUM]

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Regular reconciliation of permit fee collections should compare:

A) This year's revenue to last year's revenue

B) Permits issued to fees deposited

C) Staff time to permits processed

D) Budget to comparable jurisdictions

Question 38 [HARD]

An internal audit reveals that permit fee refunds have been processed without proper documentation. The
corrective action should include:

A) Terminating the responsible employee

B) Establishing clear refund policies, requiring management approval, and improving documentation

C) Eliminating the refund process entirely

D) Reducing the staff authorized to process transactions

Question 39 [MEDIUM]

Petty cash funds in a building department should be:

A) Unlimited for operational flexibility

B) Limited to a set amount with documented procedures and regular reconciliation

C) Eliminated as an outdated practice

D) Available only to the department head

Question 40 [EASY]

Which of the following is NOT a typical internal control for financial management?

A) Requiring dual signatures on checks over a certain amount

B) Conducting surprise cash counts

C) Allowing one employee to handle all aspects of a transaction

D) Maintaining adequate documentation

ICC MM Exam Study Guide - Page 16

PART 3: PERSONNEL MANAGEMENT (23 Questions)

Job Analysis and Descriptions (Questions 41-45)

Question 41 [EASY]

A job description should include all of the following EXCEPT:

A) Essential functions and duties

B) Required qualifications and certifications

C) Salary history of current employees

D) Physical requirements and working conditions

Question 42 [MEDIUM]

Job analysis is the process of:

A) Evaluating employee performance

B) Systematically gathering and analyzing information about jobs

C) Posting position vacancies

D) Conducting interviews

Question 43 [MEDIUM]

When updating job descriptions, which source provides the most accurate information about actual job duties?

A) Human Resources templates

B) The employee currently performing the job and their supervisor

C) Industry publications

D) Online job posting sites

Question 44 [HARD]

An inspector position requires the ability to climb ladders and access confined spaces. Under ADA
requirements, the job description should:

A) Not mention physical requirements to avoid discrimination

B) Clearly state physical requirements as essential functions with objective criteria

C) Require a doctor's note before application

D) Exclude anyone with any physical limitations

Question 45 [EASY]

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Job specifications describe:

A) The day-to-day tasks of a position

B) The qualifications required to perform the job

C) The physical location of the work

D) The history of the position

Supervision and Leadership (Questions 46-52)

Question 46 [EASY]

Span of control refers to:

A) The geographic area an inspector covers

B) The number of subordinates a supervisor directly manages

C) The range of authority in making decisions

D) The budget a manager controls

Question 47 [MEDIUM]

Situational leadership theory suggests that effective leaders:

A) Maintain one consistent leadership style

B) Adapt their leadership style based on the situation and follower readiness

C) Always use a democratic approach

D) Avoid directing employee behavior

Question 48 [MEDIUM]

When delegating tasks to employees, a supervisor should:

A) Delegate only unimportant tasks

B) Provide clear expectations, appropriate authority, and necessary resources

C) Avoid following up to show trust

D) Delegate without any guidance to encourage independence

Question 49 [HARD]

A building official notices that a supervisor tends to micromanage experienced staff while giving minimal
guidance to new employees. This represents:

A) Appropriate management style

B) A coaching approach

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C) A misalignment of supervision to employee needs

D) Laissez-faire leadership

Question 50 [EASY]

Regular one-on-one meetings between supervisors and employees serve all of the following purposes
EXCEPT:

A) Providing feedback on performance

B) Identifying development needs

C) Replacing formal performance evaluations

D) Building working relationships

Question 51 [MEDIUM]

When a supervisor must deliver negative feedback to an employee, best practices include:

A) Delivering it publicly to reinforce expectations for all employees

B) Focusing on specific behaviors, providing examples, and discussing improvement

C) Waiting until the annual review to address all issues at once

D) Avoiding direct conversation and sending an email

Question 52 [HARD]

An employee consistently exceeds expectations but resists taking on additional responsibilities or training for
advancement. The supervisor should:

A) Require participation in leadership development

B) Discuss the employee's career goals and respect their choice while recognizing current contributions

C) Rate them lower on evaluations for not advancing

D) Transfer them to a less demanding position

Training and Development (Questions 53-58)

Question 53 [EASY]

A training needs assessment should be conducted:

A) Only when problems occur

B) Regularly and when organizational changes occur

C) By external consultants only

D) After training is completed

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Question 54 [MEDIUM]

On-the-job training for new inspectors typically includes:

A) Immediate independent field assignments

B) Observation, shadowing experienced inspectors, and progressive responsibility

C) Online courses only

D) Reading code books without supervision

Question 55 [MEDIUM]

Cross-training employees to perform multiple functions provides all of the following benefits EXCEPT:

A) Flexibility in scheduling and workload management

B) Development opportunities for employees

C) Reduced need for any specialized expertise

D) Backup coverage for absences

Question 56 [HARD]

A building department plans to implement new permit software. The training plan should:

A) Be developed after implementation based on observed problems

B) Be comprehensive, address different learning needs, and begin before implementation

C) Focus only on technical features

D) Be optional for experienced staff

Question 57 [EASY]

Continuing education requirements for building inspectors typically serve to:

A) Create barriers to employment

B) Maintain competency with evolving codes and practices

C) Increase department revenue

D) Satisfy HR paperwork requirements

Question 58 [MEDIUM]

Mentoring programs in a building department are beneficial for:

A) Only new employees

B) Knowledge transfer, professional development, and succession planning

C) Avoiding formal training costs

D) Reducing supervisory workload

ICC MM Exam Study Guide - Page 20

Performance Management (Questions 59-63)
Question 59 [EASY]

Performance evaluations should be:

A) Conducted only when problems arise

B) Regular, documented, and based on established criteria

C) Informal and unwritten to allow flexibility

D) Focused solely on identifying weaknesses

Question 60 [MEDIUM]

SMART goals used in performance management are:

A) Simple, Meaningful, Achievable, Realistic, Timely

B) Specific, Measurable, Achievable, Relevant, Time-bound

C) Strategic, Measurable, Actionable, Resourced, Targeted

D) Standard, Monitored, Assessed, Reviewed, Tracked

Question 61 [HARD]

An employee's performance has declined significantly following a change in personal circumstances. The
supervisor's first response should be to:

A) Immediately begin documentation for termination

B) Meet privately with the employee to understand the situation and explore support options

C) Ignore the decline hoping it will resolve itself

D) Reassign the employee's work to others permanently

Question 62 [MEDIUM]

Progressive discipline typically follows what sequence?

A) Termination, Suspension, Written Warning, Verbal Warning

B) Verbal Warning, Written Warning, Suspension, Termination

C) Written Warning, Verbal Warning, Termination, Suspension

D) Suspension, Verbal Warning, Written Warning, Termination

Question 63 [HARD]

When documenting employee performance issues, supervisors should:

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A) Include personal opinions about the employee's character

B) Document specific incidents, dates, behaviors, and impacts objectively

C) Wait until multiple incidents accumulate before documenting

D) Keep documentation informal to avoid legal implications

ICC MM Exam Study Guide - Page 22

PART 4: RECORDS MANAGEMENT (13 Questions)

Employment Records (Questions 64-68)

Question 64 [EASY]

Personnel files should be stored:

A) At each employee's workstation

B) In a secure location with controlled access

C) In a shared network folder accessible to all staff

D) By the individual employee

Question 65 [MEDIUM]

I-9 Employment Eligibility Verification forms must be retained for:

A) The duration of employment only

B) 3 years from hire date or 1 year after termination, whichever is later

C) 7 years

D) Permanently

Question 66 [MEDIUM]

Medical records for employees should be:

A) Kept in the regular personnel file

B) Maintained separately with additional access restrictions

C) Disposed of immediately after use

D) Accessible to all supervisors

Question 67 [HARD]

An employee requests access to their personnel file. Under most state laws, the employer should:

A) Deny access as files are confidential

B) Allow reasonable access during business hours, potentially with restrictions on certain documents

C) Provide a complete copy immediately upon request

D) Allow access only with attorney present

Question 68 [EASY]

Training records for employees should document:

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A) Only mandatory safety training

B) All training completed, including certifications, dates, and topics

C) Training that employees paid for themselves

D) Informal learning only

Code Enforcement Records (Questions 69-75)

Question 69 [EASY]

Permit records are typically classified for retention purposes as:

A) Temporary records - 1 year

B) Short-term records - 3 years

C) Long-term or permanent records

D) Destroy upon project completion

Question 70 [MEDIUM]

Inspection reports should include all of the following EXCEPT:

A) Date and time of inspection

B) Conditions observed

C) Personal opinions about the property owner's character

D) Code sections referenced

Question 71 [MEDIUM]

A citizen requests copies of inspection records for a neighboring property under a public records request. The
department should:

A) Deny the request to protect the property owner's privacy

B) Provide records that are public while redacting any legally protected information

C) Require the property owner's written consent

D) Charge a prohibitive fee to discourage the request

Question 72 [HARD]

Code enforcement case files awaiting litigation should be:

A) Treated the same as closed cases

B) Maintained under litigation hold with special preservation requirements

C) Destroyed to prevent discovery

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D) Transferred to the city attorney and removed from department records

Question 73 [MEDIUM]

Electronic records have the same legal status as paper records when:

A) Never - paper is always required

B) Proper authentication, security, and retention practices are maintained

C) The documents are printed and signed

D) Only for internal use

Question 74 [EASY]

A records retention schedule:

A) Is optional for government departments

B) Specifies how long different record types must be kept before disposition

C) Applies only to paper documents

D) Is established by each individual employee

Question 75 [HARD]

When transitioning to a new electronic records system, the department should:

A) Start fresh and destroy all old records

B) Ensure proper migration, maintain access to legacy records, and verify data integrity

C) Print all electronic records to paper

D) Allow each employee to manage their own transition

Question 76 [MEDIUM]

When a department receives notice of potential litigation, records related to the matter should be:

A) Immediately destroyed to protect the department

B) Placed under litigation hold with preservation requirements until the matter is resolved

C) Transferred to the opposing party

D) Treated the same as all other records with no special handling

ICC MM Exam Study Guide - Page 25

ANSWER KEY

Part 1: Customer Service and Communication (Questions

1-23)
1. B - Active listening and clear communication demonstrate professionalism. Listening to concerns,
acknowledging them, and explaining processes shows respect for the customer while maintaining professional
standards.

Reference: BDA Chapter 11, Inspector Skills Chapter 4

2. C - Translating technical requirements into everyday language makes code requirements understandable to
those without construction experience. This is fundamental to effective public communication.

Reference: BDA Chapter 11, Inspector Skills Chapter 4

3. C - Remaining calm and using a measured tone is the first step in de-escalation. Escalating or walking away
can intensify the situation.

Reference: BDA Chapter 11, HR Management Chapter 8

4. C - Preparing your response while someone is speaking is not active listening. Active listening requires full
attention to the speaker, not formulating responses.

Reference: Inspector Skills Chapter 4, HR Management Chapter 8

5. B - Reviewing inspection reports ensures consistency with code requirements. The building official should
not instruct inspectors to be lenient or override legitimate findings.

Reference: BDA Chapter 11, Chapter 10

6. C - Written documentation is essential for formal correction notices to create a record and ensure clear
communication.

Reference: BDA Chapter 11, Chapter 12

7. B - Effective presentations to governing bodies should include visual data, address stakeholder impacts, and
anticipate concerns.

Reference: BDA Chapter 11, Budgeting Guide Chapter 4

8. C - Written correspondence is verbal (written language) communication, not non-verbal. Non-verbal includes
facial expressions, posture, and tone.

Reference: Inspector Skills Chapter 4

9. B - Developing standardized responses and training ensures consistent messaging, addressing the root
cause of the problem.

Reference: BDA Chapter 11

10. B - Professional standards generally call for response within 24-48 hours to emails from the public.

Reference: BDA Chapter 11

ICC MM Exam Study Guide - Page 26

11. C - The building official should focus on code requirements and documented facts, maintaining objectivity.

Reference: BDA Chapter 11, Chapter 4

12. C - Proper investigation requires interviewing both parties and documenting findings before making any
determination.

Reference: HR Management Chapter 10, BDA Chapter 10

13. B - Win-win conflict resolution seeks solutions where both parties achieve their core objectives through
collaboration.

Reference: HR Management Chapter 8

14. B - When declining a request, explain the reason and offer alternatives when possible. This maintains
customer service while upholding requirements.

Reference: BDA Chapter 11

15. B - A meeting to discuss submittal requirements establishes clear expectations and addresses the issue
constructively.

Reference: BDA Chapter 11, Chapter 5

16. C - Following media policy and providing only public record information protects the department while
maintaining transparency.

Reference: BDA Chapter 11

17. C - Personally advocating for specific builders is inappropriate and potentially unethical. Other options are
legitimate outreach activities.

Reference: BDA Chapter 11, Chapter 3

18. C - Professional response with factual information demonstrates transparency while offering to address
concerns appropriately.

Reference: BDA Chapter 11

19. B - Clear communication protocols and defined roles are essential for effective interagency cooperation.

Reference: BDA Chapter 7, Chapter 11

20. B - Conflicting interpretations should be escalated to appropriate authorities for formal resolution.

Reference: BDA Chapter 4, IBC Chapter 1

21. B - Coordinating with planning to resolve conflicts before permit issuance prevents problems and maintains
interagency relationships.

Reference: BDA Chapter 7

22. B - MOUs define responsibilities, processes, and expectations to formalize interagency cooperation.

Reference: BDA Chapter 7

23. B - Incident command system protocols are designed for disaster response and ensure coordinated,
effective communication.

Reference: BDA Chapter 7, IFC Chapter 1

ICC MM Exam Study Guide - Page 27

Part 2: Financial Management (Questions 24-40)
24. B - The budget cycle consists of Preparation, Adoption, Execution, and Audit phases.

Reference: Budgeting Guide Chapters 7-10

25. B - Line-item budgets organize expenditures by object of expenditure such as salaries, supplies, and
equipment.

Reference: Budgeting Guide Chapter 2

26. C - Zero-based budgeting requires justification of all expenditures from zero each cycle.

Reference: Budgeting Guide Chapter 3

27. B - Budget requests should align with departmental goals and include supporting data for justification.

Reference: Budgeting Guide Chapter 4, BDA Chapter 8

28. B - Analyzing service delivery options, identifying efficiencies, and adjusting staffing addresses revenue
decline responsibly.

Reference: Budgeting Guide Chapter 9, BDA Chapter 8

29. C - Capital expenditures include equipment, vehicles, and building improvements - assets with multi-year
useful life.

Reference: Budgeting Guide Chapter 6

30. B - Monthly or quarterly variance analysis allows for timely identification and correction of budget issues.

Reference: Budgeting Guide Chapter 9

31. B - Permit fees are intended to recover the cost of providing services, not generate profit.

Reference: BDA Chapter 8

32. B - A cost-of-service study should analyze direct costs, indirect costs, and overhead allocation for accurate
fee setting.

Reference: BDA Chapter 8, Budgeting Guide Chapter 5

33. B - A 75% cost recovery rate means fees cover 75% of the cost of providing services.

Reference: BDA Chapter 8

34. B - Fees based on actual time and resources (often tied to valuation or scope) are the most equitable
approach.

Reference: BDA Chapter 8

35. B - Fee waivers should be documented with policy that accounts for budget impact, not automatic or
prohibited.

Reference: BDA Chapter 8

36. B - Separation of duties means different individuals handle authorization, custody, and recording of
transactions.

Reference: Budgeting Guide Chapter 11

37. B - Reconciliation should compare permits issued to fees deposited to ensure all revenue is captured.

ICC MM Exam Study Guide - Page 28

Reference: Budgeting Guide Chapter 11, BDA Chapter 8

38. B - Corrective action should include clear policies, management approval requirements, and improved
documentation.

Reference: Budgeting Guide Chapter 11

39. B - Petty cash should be limited with documented procedures and regular reconciliation.

Reference: Budgeting Guide Chapter 11

40. C - Allowing one employee to handle all aspects of a transaction violates separation of duties and is poor
internal control.

Reference: Budgeting Guide Chapter 11

Part 3: Personnel Management (Questions 41-63)

41. C - Salary history of current employees is not appropriate for job descriptions. Job descriptions cover duties,
qualifications, and requirements.

Reference: HR Management Chapter 6, BDA Chapter 9

42. B - Job analysis systematically gathers and analyzes information about jobs.

Reference: HR Management Chapter 6

43. B - The employee currently performing the job and their supervisor have the most accurate knowledge of
actual duties.

Reference: HR Management Chapter 6

44. B - Physical requirements should be clearly stated as essential functions with objective criteria under ADA.

Reference: HR Management Chapter 6, ADA requirements

45. B - Job specifications describe the qualifications required to perform the job.

Reference: HR Management Chapter 6

46. B - Span of control refers to the number of subordinates a supervisor directly manages.

Reference: HR Management Chapter 3, BDA Chapter 9

47. B - Situational leadership involves adapting style based on the situation and follower readiness.

Reference: HR Management Chapter 5

48. B - Effective delegation includes clear expectations, appropriate authority, and necessary resources.

Reference: HR Management Chapter 5

49. C - Micromanaging experienced staff while under-guiding new employees is a misalignment of supervision
to employee needs.

Reference: HR Management Chapter 5

50. C - One-on-one meetings do not replace formal performance evaluations; they supplement them.

ICC MM Exam Study Guide - Page 29

Reference: HR Management Chapter 9

51. B - Negative feedback should focus on specific behaviors with examples and discuss improvement.

Reference: HR Management Chapter 9

52. B - Discussing career goals and respecting employee choices while recognizing contributions is
appropriate.

Reference: HR Management Chapter 9, Chapter 7

53. B - Training needs assessment should be conducted regularly and when organizational changes occur.

Reference: HR Management Chapter 7, BDA Chapter 10

54. B - On-the-job training should include observation, shadowing, and progressive responsibility.

Reference: HR Management Chapter 7, BDA Chapter 10

55. C - Cross-training does not reduce the need for specialized expertise; some specialization remains
necessary.

Reference: HR Management Chapter 7

56. B - Software training should be comprehensive, address different learning needs, and begin before
implementation.

Reference: HR Management Chapter 7

57. B - Continuing education maintains competency with evolving codes and practices.

Reference: BDA Chapter 10

58. B - Mentoring programs benefit knowledge transfer, professional development, and succession planning.

Reference: HR Management Chapter 7, BDA Chapter 10

59. B - Performance evaluations should be regular, documented, and based on established criteria.

Reference: HR Management Chapter 9

60. B - SMART goals are Specific, Measurable, Achievable, Relevant, and Time-bound.

Reference: HR Management Chapter 9

61. B - Meeting privately to understand the situation and explore support options is the appropriate first
response.

Reference: HR Management Chapter 9, Chapter 10

62. B - Progressive discipline typically follows: Verbal Warning, Written Warning, Suspension, Termination.

Reference: HR Management Chapter 10, BDA Chapter 10

63. B - Documentation should include specific incidents, dates, behaviors, and impacts, written objectively.

Reference: HR Management Chapter 10

Part 4: Records Management (Questions 64-76)

ICC MM Exam Study Guide - Page 30

64. B - Personnel files should be stored in a secure location with controlled access to protect confidentiality.

Reference: HR Management Chapter 6, BDA Chapter 12

65. B - I-9 forms must be retained for 3 years from hire date or 1 year after termination, whichever is later.

Reference: HR Management Chapter 6, Federal requirements

66. B - Medical records must be maintained separately with additional access restrictions under ADA.

Reference: HR Management Chapter 6, ADA requirements

67. B - Most state laws allow reasonable employee access to personnel files during business hours.

Reference: HR Management Chapter 6

68. B - Training records should document all training including certifications, dates, and topics.

Reference: HR Management Chapter 7, BDA Chapter 12

69. C - Permit records are typically long-term or permanent records due to their legal significance.

Reference: BDA Chapter 12

70. C - Personal opinions about property owners are not appropriate in inspection reports. Reports should be
factual and objective.

Reference: BDA Chapter 12, Inspector Skills

71. B - Public records should be provided while redacting legally protected information.

Reference: BDA Chapter 12

72. B - Files under litigation hold have special preservation requirements to prevent spoliation.

Reference: BDA Chapter 12

73. B - Electronic records have legal status when proper authentication, security, and retention practices are
maintained.

Reference: BDA Chapter 12

74. B - A records retention schedule specifies how long different record types must be kept before disposition.

Reference: BDA Chapter 12

75. B - System transitions require proper migration, maintaining access to legacy records, and verifying data
integrity.

Reference: BDA Chapter 12

76. B - When litigation is anticipated or pending, a litigation hold requires preserving all potentially relevant
records until the matter is resolved to prevent spoliation of evidence.

Reference: BDA Chapter 12

ICC MM Exam Study Guide - Page 31

CASE STUDIES

Case Study 1: Department Reorganization

Scenario
You are a newly appointed Building Official for a mid-sized city (population 75,000). The department has 12
staff members, a $1.2 million budget, and processes approximately 3,000 permits annually. You have inherited
a department with the following challenges:

• Staff morale is low; two experienced inspectors are considering retirement

• Average permit turnaround time is 21 days (industry standard is 10-14 days)
• Customer complaints have increased 40% over the past year
• The previous building official retired after 25 years with minimal documentation of processes
• Staff training records are incomplete, and some certifications may have lapsed
• The permit software is outdated and staff rely heavily on paper files
• There is no formal customer service training program
• Budget projections show a 10% shortfall if current trends continue

Questions
CS1-1 [MEDIUM - Personnel Management]

Your first priority in addressing the department's challenges should be:

A) Immediately implementing new software to modernize operations

B) Meeting individually with staff to understand their perspectives and concerns

C) Raising permit fees to address the budget shortfall

D) Issuing a memo outlining new performance expectations

CS1-2 [HARD - Personnel Management]

Regarding the two experienced inspectors considering retirement, the BEST approach is to:

A) Let them retire and hire younger, less expensive replacements

B) Discuss their concerns, explore retention options, and begin knowledge transfer planning

C) Deny any retirement requests until replacements are trained

D) Offer significant salary increases regardless of budget impact

CS1-3 [MEDIUM - Financial Management]

To address the projected budget shortfall, your first step should be:

A) Request an immediate general fund subsidy

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B) Reduce staff through layoffs

C) Analyze current revenue and expenditures to identify the cause and potential solutions

D) Eliminate all non-essential services

CS1-4 [MEDIUM - Customer Service]

To address the increase in customer complaints, you should:

A) Add a disclaimer to all communications reducing expectations

B) Analyze complaint patterns, identify root causes, and develop targeted improvements

C) Hire additional staff immediately

D) Transfer complaint handling to another department

CS1-5 [HARD - Records Management]

The lack of documented processes and incomplete training records represents a risk in which areas?

A) Legal liability only

B) Legal liability, operational continuity, and service quality

C) Customer perception only

D) Budget management only

CS1-6 [MEDIUM - Personnel Management]

Developing a training plan for the department should begin with:

A) Scheduling all staff for the same training courses

B) Conducting a training needs assessment for each position

C) Reviewing only safety training requirements

D) Asking staff what training they want

CS1-7 [HARD - Customer Service]

To reduce permit turnaround time from 21 days toward the industry standard, the MOST effective approach is
to:

A) Set a policy requiring completion within 10 days regardless of circumstances

B) Analyze the current process to identify bottlenecks, then implement targeted improvements

C) Eliminate plan review requirements

D) Hire additional staff without process analysis

CS1-8 [MEDIUM - Financial Management]

The outdated permit software should be addressed by:

ICC MM Exam Study Guide - Page 33

A) Continuing with the current system to avoid costs

B) Evaluating options, building a business case, and planning implementation with training

C) Purchasing the cheapest available option immediately

D) Developing custom software in-house

Case Study 1 Answer Key

CS1-1. B - Meeting with staff first builds understanding and trust, which is essential for implementing any
changes. Understanding their perspectives helps identify the real issues.

Reference: HR Management Chapter 5, BDA Chapter 9

CS1-2. B - Discussing concerns may identify retention opportunities, and knowledge transfer planning protects
institutional knowledge regardless of their decision.

Reference: HR Management Chapter 7, BDA Chapter 10

CS1-3. C - Analyzing revenue and expenditures identifies the actual cause of the shortfall and informs
appropriate solutions.

Reference: Budgeting Guide Chapter 9, BDA Chapter 8

CS1-4. B - Analyzing complaint patterns identifies root causes, enabling targeted improvements rather than
broad or inappropriate responses.

Reference: BDA Chapter 11

CS1-5. B - Lack of documentation creates risks in legal liability (incomplete records), operational continuity (loss
of knowledge), and service quality (inconsistent practices).

Reference: BDA Chapter 12, HR Management Chapter 7

CS1-6. B - A training needs assessment identifies specific gaps for each position, enabling targeted and
efficient training.

Reference: HR Management Chapter 7, BDA Chapter 10

CS1-7. B - Process analysis identifies bottlenecks, enabling targeted improvements that address actual causes
of delay.

Reference: BDA Chapter 5, Chapter 11

CS1-8. B - A systematic approach including evaluation, business case, and planned implementation with
training maximizes success.

Reference: BDA Chapter 5, Budgeting Guide Chapter 6

Case Study 2: Budget Crisis Response

Scenario

ICC MM Exam Study Guide - Page 34

Due to an economic downturn, your building department faces a 15% budget reduction for the upcoming fiscal
year. Your department currently has:

• 8 full-time employees (1 Building Official, 1 Assistant Building Official, 2 Plans Examiners, 3 Inspectors, 1
Permit Technician)
• Annual budget of $900,000 (75% personnel costs, 15% operating, 10% capital)
• Permit revenue of $750,000 (covering 83% of costs)
• Vehicle fleet of 4 inspection vehicles (2 are past replacement age)
• Pending software upgrade budgeted at $50,000
• Required code adoption training scheduled for all staff
The 15% reduction equals $135,000. The city manager has asked for your recommendations within two weeks.

Questions
CS2-1 [MEDIUM - Financial Management]

Your first step in developing budget reduction recommendations should be:

A) Identify the lowest-performing employee for layoff

B) Analyze all expenditure categories to understand options and impacts

C) Cancel all training immediately

D) Request that the reduction be applied to another department

CS2-2 [HARD - Financial Management]

Which of the following would be the LEAST appropriate budget reduction strategy?

A) Reducing vehicle replacement budget and extending vehicle life

B) Eliminating required code adoption training to save costs

C) Analyzing fee structure for potential revenue increases

D) Reviewing operational efficiencies to reduce costs

CS2-3 [MEDIUM - Personnel Management]

If staff reductions become necessary, the decision should be based on:

A) Seniority only

B) Position criticality, performance, and legal requirements

C) Salary level (eliminate highest paid)

D) Personal relationships

CS2-4 [HARD - Financial Management]

The pending software upgrade should be:

A) Cancelled entirely as a non-essential expense

B) Evaluated for ROI potential and either postponed, scaled back, or maintained if it generates savings

ICC MM Exam Study Guide - Page 35

C) Implemented immediately before budget cuts take effect

D) Funded through staff layoffs

CS2-5 [MEDIUM - Customer Service]

Communication with the public regarding service impacts from budget cuts should:

A) Not be provided to avoid creating panic

B) Be transparent about potential impacts while emphasizing maintained priorities

C) Blame the city council for the cuts

D) Promise no change in service levels

CS2-6 [HARD - Personnel Management]

If one position must be eliminated, which factor should receive the LEAST weight in the decision?

A) Impact on service delivery

B) Legal requirements (licensed positions)

C) Length of service with the organization

D) Ability to cross-train existing staff to cover duties

Case Study 2 Answer Key

CS2-1. B - Analyzing all expenditure categories provides the information needed to make informed
recommendations about options and their impacts.

Reference: Budgeting Guide Chapter 9, BDA Chapter 8

CS2-2. B - Required training cannot be eliminated; it is legally and professionally necessary. All other options
are legitimate cost reduction strategies.

Reference: BDA Chapter 10, HR Management Chapter 7

CS2-3. B - Staff reduction decisions should consider position criticality, performance, and legal requirements,
not just seniority or salary.

Reference: HR Management Chapter 10, BDA Chapter 9

CS2-4. B - Software should be evaluated for ROI potential. If it generates savings, maintaining it may be
appropriate; otherwise, postponing or scaling back may be necessary.

Reference: Budgeting Guide Chapter 6, BDA Chapter 5

CS2-5. B - Transparent communication maintains public trust while setting appropriate expectations about
potential service impacts.

Reference: BDA Chapter 11

CS2-6. C - While length of service may be a consideration, impact on service delivery, legal requirements, and
ability to cover duties are more critical factors.

ICC MM Exam Study Guide - Page 36

Reference: HR Management Chapter 10

Case Study 3: Personnel Conflict Resolution

Scenario
Two senior inspectors in your department, Inspector Martinez and Inspector Thompson, have an ongoing
conflict that is affecting team productivity and morale. The situation has the following characteristics:

• Both inspectors have over 10 years of experience and excellent technical skills
• The conflict began six months ago when Martinez was promoted to Senior Inspector over Thompson
• Thompson believes the promotion should have been his based on seniority
• Martinez feels Thompson undermines his authority and makes negative comments to other staff
• Other staff members are "choosing sides," creating division in the department
• You have received complaints from contractors about conflicting information from the two inspectors
• Both inspectors have made informal complaints to you about the other
• Their direct supervisor (Assistant Building Official) has attempted mediation without success
• Neither inspector has violated any specific policy, but productivity metrics are declining

Questions
CS3-1 [MEDIUM - Personnel Management]

Your initial response to this situation should be:

A) Ignore it and hope it resolves itself

B) Meet separately with each inspector to understand their perspectives

C) Immediately transfer one inspector to a different shift

D) Issue written warnings to both

CS3-2 [HARD - Personnel Management]

The fact that other staff members are "choosing sides" indicates:

A) Normal workplace dynamics

B) The conflict has escalated and is affecting the broader team

C) Staff are being appropriately supportive

D) The situation will resolve naturally

CS3-3 [MEDIUM - Customer Service]

The complaints from contractors about conflicting information should be addressed by:

A) Telling contractors to deal with it

ICC MM Exam Study Guide - Page 37

B) Ensuring both inspectors are applying codes consistently and establishing communication protocols

C) Assigning all their work to other inspectors

D) Disciplining whichever inspector contractors complain about most

CS3-4 [HARD - Personnel Management]

If mediation has not resolved the conflict, the next appropriate step is to:

A) Accept that the conflict cannot be resolved

B) Clearly communicate behavioral expectations, potential consequences, and require improvement

C) Terminate both employees

D) Ignore the conflict and focus only on technical performance

CS3-5 [MEDIUM - Personnel Management]

In documenting this situation, you should include:

A) Your personal opinions about each inspector's character

B) Specific incidents, dates, impacts on operations, and steps taken to address the situation

C) Only the final resolution

D) Rumors from other staff members

CS3-6 [HARD - Personnel Management]

Thompson's belief that seniority should have determined the promotion suggests:

A) The promotion process was definitely unfair

B) An opportunity to clarify promotion criteria and address his professional development

C) He should receive the next promotion automatically

D) Martinez should be demoted

Case Study 3 Answer Key

CS3-1. B - Meeting separately with each inspector provides understanding of perspectives and demonstrates
that you are taking the situation seriously.

Reference: HR Management Chapter 8, Chapter 10

CS3-2. B - Staff choosing sides indicates the conflict has escalated beyond the two individuals and is affecting
the broader team.

Reference: HR Management Chapter 8

CS3-3. B - Ensuring consistent code application and establishing communication protocols addresses the
service quality issue professionally.

Reference: BDA Chapter 11, Chapter 4

ICC MM Exam Study Guide - Page 38

CS3-4. B - Clear behavioral expectations and potential consequences, with required improvement, is
appropriate progressive action when mediation fails.

Reference: HR Management Chapter 10

CS3-5. B - Documentation should include specific incidents, dates, impacts, and steps taken - objective and
factual information.

Reference: HR Management Chapter 10

CS3-6. B - This situation offers an opportunity to clarify how promotion decisions are made and to support
Thompson's professional development.

Reference: HR Management Chapter 7, Chapter 9

Case Study 4: Records Management Overhaul

Scenario
An internal audit has revealed significant deficiencies in your building department's records management:

• Permit files are stored in multiple locations with no consistent organization

• Some files from the 1990s are deteriorating and may become unreadable
• Electronic records are stored on individual computers without backup
• There is no formal records retention schedule for the department
• Staff cannot consistently locate files when needed, causing customer service delays
• Some files contain documents that should have been destroyed years ago
• I-9 forms are kept in regular personnel files rather than separately
• Inspection photos are stored on inspectors' personal phones
• The city's legal department has warned about potential liability exposure

Questions
CS4-1 [MEDIUM - Records Management]

Your first priority in addressing these deficiencies should be:

A) Purchasing new filing cabinets

B) Developing a records retention schedule and classification system

C) Destroying all files over 10 years old

D) Converting all records to electronic format immediately

CS4-2 [HARD - Records Management]

The deteriorating 1990s files should be:

A) Destroyed as they are too old to matter

B) Assessed for retention requirements, then preserved, converted, or properly disposed

ICC MM Exam Study Guide - Page 39

C) Placed in better storage without further action

D) Transferred to the state archives

CS4-3 [MEDIUM - Records Management]

I-9 forms being kept in regular personnel files violates:

A) Building codes

B) Federal requirements for separation of certain documents

C) Local preference only

D) No requirements

CS4-4 [HARD - Records Management]

Inspection photos on personal phones represent a risk because:

A) Personal phones are not professional

B) Records may be lost, are not properly secured, and may not be preserved as required

C) Contractors might be offended

D) Phone cameras produce poor quality images

CS4-5 [MEDIUM - Records Management]

A records retention schedule should be:

A) Developed by each employee for their files

B) Developed following legal requirements and approved by appropriate authority

C) Based solely on storage space availability

D) Optional for departments under 20 employees

CS4-6 [MEDIUM - Records Management]

Files containing documents that should have been destroyed:

A) Should be kept indefinitely since they still exist

B) Should be properly disposed following the retention schedule, unless under litigation hold

C) Should be immediately shredded without review

D) Are not a significant concern

CS4-7 [HARD - Records Management]

To prevent similar issues in the future, the department should implement:

A) More filing cabinets

B) Comprehensive records management policies, training, and regular audits

ICC MM Exam Study Guide - Page 40

C) Monthly destruction of all non-essential records

D) Centralized filing by one designated employee only

Case Study 4 Answer Key

CS4-1. B - A records retention schedule and classification system provides the framework for organizing all
other records management activities.

Reference: BDA Chapter 12

CS4-2. B - Files should be assessed for retention requirements, then appropriately preserved, converted, or
disposed based on those requirements.

Reference: BDA Chapter 12

CS4-3. B - Federal requirements specify that I-9 forms should be maintained separately from regular personnel
files.

Reference: HR Management Chapter 6, Federal requirements

CS4-4. B - Personal phones risk loss of records, improper security, and failure to preserve as required by
retention schedules.

Reference: BDA Chapter 12

CS4-5. B - Records retention schedules must follow legal requirements and be approved by appropriate
authority (city attorney, records management officer).

Reference: BDA Chapter 12

CS4-6. B - Documents past retention should be properly disposed unless under litigation hold, following
established procedures.

Reference: BDA Chapter 12

CS4-7. B - Comprehensive policies, training, and regular audits create sustainable records management
practices.

Reference: BDA Chapter 12

Case Study 5: Interagency Cooperation Challenge

Scenario
A major mixed-use development project has been approved for your city - a 200-unit residential building with
ground-floor retail and underground parking. The project requires coordination between:

• Building Department (construction permits, inspections)

• Fire Marshal's Office (fire and life safety, fire suppression systems)
• Planning Department (zoning compliance, design review conditions)
• Public Works Department (utilities, right-of-way, stormwater)

ICC MM Exam Study Guide - Page 41

 • Health Department (food service establishments)
The developer has a 24-month construction timeline and has expressed frustration with permitting processes in
other jurisdictions. Current challenges include:

• No established protocol for multi-department coordination on large projects

• Different departments have different review timelines
• Design review conditions from Planning may conflict with some building code requirements
• The Fire Marshal's office uses a different electronic system than your department
• There is a history of finger-pointing between departments when projects are delayed
• The developer wants a single point of contact for all departments

Questions
CS5-1 [MEDIUM - Customer Service]

The developer's request for a single point of contact is BEST addressed by:

A) Telling them that each department must be contacted separately

B) Designating a project coordinator or establishing a coordinated review process

C) Having all questions routed through the building official only

D) Suggesting they hire an expediter

CS5-2 [HARD - Customer Service]

When design review conditions from Planning appear to conflict with building code requirements, you should:

A) Override the planning conditions with building code requirements

B) Coordinate with Planning to resolve conflicts before permit issuance

C) Issue the permit with both sets of requirements and let the builder figure it out

D) Deny the permit until Planning changes their conditions

CS5-3 [MEDIUM - Customer Service]

The different review timelines between departments should be addressed by:

A) Requiring all departments to use the building department's timeline

B) Establishing coordinated review procedures with agreed-upon timelines

C) Processing reviews sequentially, one department at a time

D) Allowing each department to work at their own pace

CS5-4 [MEDIUM - Records Management]

The different electronic systems between departments creates challenges for:

A) Visual appearance only

B) Information sharing, coordination, and maintaining a complete project record

C) Budget management

ICC MM Exam Study Guide - Page 42

D) Public relations

CS5-5 [HARD - Customer Service]

The "history of finger-pointing between departments" suggests a need for:

A) Better security systems

B) Clear protocols, defined responsibilities, and improved communication channels

C) Reducing interagency contact

D) Assigning blame in writing

CS5-6 [MEDIUM - Customer Service]

A pre-application meeting including all reviewing departments would:

A) Waste time for departments not immediately involved

B) Identify potential issues early and establish expectations for all parties

C) Overwhelm the applicant with too much information

D) Eliminate the need for formal review

CS5-7 [HARD - Customer Service]

To improve future coordination on large projects, the building official should advocate for:

A) Building department control over all other departments

B) Formal interagency agreements defining roles, processes, and communication protocols

C) Elimination of multi-department reviews

D) Allowing developers to choose which reviews to undergo

CS5-8 [MEDIUM - Records Management]

Maintaining a complete project record across multiple departments requires:

A) Each department keeping their own files only

B) A central project file or linked electronic records accessible to all reviewing agencies

C) The applicant maintaining all records

D) No formal record-keeping until construction is complete

Case Study 5 Answer Key

CS5-1. B - A designated project coordinator or coordinated review process addresses the customer service
need for streamlined communication.

Reference: BDA Chapter 7, Chapter 11

ICC MM Exam Study Guide - Page 43

CS5-2. B - Coordinating with Planning to resolve conflicts before permit issuance prevents problems and
maintains professional relationships.

Reference: BDA Chapter 7, Chapter 4

CS5-3. B - Coordinated review procedures with agreed-upon timelines balance departmental needs with
customer service.

Reference: BDA Chapter 7

CS5-4. B - Different systems create challenges for information sharing, coordination, and maintaining complete
project records.

Reference: BDA Chapter 12, Chapter 7

CS5-5. B - Clear protocols, defined responsibilities, and improved communication channels address the
underlying causes of finger-pointing.

Reference: BDA Chapter 7, HR Management Chapter 8

CS5-6. B - Pre-application meetings identify potential issues early and establish expectations, reducing delays
during formal review.

Reference: BDA Chapter 5, Chapter 11

CS5-7. B - Formal interagency agreements define roles, processes, and communication protocols for
sustainable coordination.

Reference: BDA Chapter 7

CS5-8. B - A central project file or linked electronic records ensures a complete record is accessible to all
reviewing agencies.

Reference: BDA Chapter 12

ICC MM Exam Study Guide - Page 44

STUDY TIPS

General Exam Strategies

1. Read questions carefully - Pay attention to words like "FIRST," "BEST," "MOST," "LEAST," and
"EXCEPT"
2. Eliminate obviously wrong answers - Usually one or two answers can be eliminated quickly
3. Consider the management perspective - The MM exam focuses on management, not technical code
issues
4. Look for balanced answers - Extreme answers are often incorrect
5. Use your references - This is an open-book exam; know where to find information

Category-Specific Tips
Customer Service (30%)
• Focus on professional communication and de-escalation
• Remember the importance of documentation
• Consider all stakeholders in your responses

Personnel Management (30%)

• Know the progressive discipline sequence
• Understand situational leadership concepts
• Remember legal requirements (ADA, FLSA, FMLA)

Financial Management (22%)

• Know the budget cycle phases
• Understand cost recovery concepts
• Focus on internal controls

Records Management (18%)

• Know retention periods for key document types
• Understand public records requirements
• Remember the importance of security and access controls

Document 5: Practice Questions & Case Studies

ICC MM (Management Module) Exam Study Guide

Version 1.0

ICC MM Exam Study Guide - Page 45