Fire Alarms & Communications

1. Fire Alarms & Communications Module II & III

2. FIRE DEPARTMENT COMMUNICATIONS TS 18–1 • All methods by which the public notifies the communication center of any emergency • All methods by which the center notifies proper fire fighting forces • All methods by which information is exchanged at the scene • Routine communications

3. IMPORTANCE OF FIRE DEPARTMENT COMMUNICATIONS TS 18–2 • The expedient and accurate handling of fire alarms or calls for help is a significant factor in the outcome of any incident. • Failure to quickly communicate the need for help can result in large and tragic losses. • Fire department communications play a critical role in the successful outcome of an incident.

4. ROLES/RESPONSIBILITIES OF THE TELECOMMUNICATOR TS 18–3 • Processing calls from unknown and unseen individuals, usually calling under stressful conditions • Obtaining complete, reliable information from the caller • Prioritizing requests for assistance • Dispatching emergency responders • Staying in contact with the incident commander to receive requests for information and/or additional resources • Keeping records of each request for assistance and how each one was handled

5. CUSTOMER SERVICE TS 18–4 • Proving professional and nonjudgmental service to the general public • Handling a variety of local calls seeking assistance or information • Referring non-emergency callers to the appropriate person or agency

7. TELECOMMUNICATOR SKILLS & TRAITS TS 18–5 • Maintaining a positive attitude • Working with team members • Adjusting to various levels of activity • Handling multi-tasking • Making decisions and judgments based on common sense and values • Maintaining composure • Forming conclusions from disassociated facts • Handling criticism • Remembering and recalling information • Dealing with verbal abuse • Functioning under stress • Maintaining confidentiality

8. TELECOMMUNICATOR COMMUNICATION SKILLS TS 18–6 • Basic reading skills • Basic writing skills • Ability to speak clearly • Ability to follow written and verbal instructions

9. TELECOMMUNICATOR MAP READING SKILLS TS 18–7 • Computer-Aided Dispatch (CAD) • Automatic Vehicle Locating (AVL) • X, Y, and Z coordinates

10. “NERVE CENTER” OF EMERGENCY RESPONSE TS 18–8 • Point through which nearly all information flows, is processed, and is then acted upon • Houses personnel and equipment to receive alarms and dispatch resources • May be remote from primary location • May be located in the fire station • May be part of a larger, joint communications center for all community emergencies

11. COMMUNICATIONS EQUIPMENT TS 18–9 Alarm Receiving Equipment Telephones Fax Machines Radios

12. ALARM RECEIVING EQUIPMENT TS 18–10 Public Alerting System Private Alerting System

13. TELEPHONES TS 18–11 • Commercial phone systems • Offer access to multiple phone lines • Provide features such as hold, conference calling, and speaker phones • Direct lines —Are directly connected between point A and point B so that when one party picks up phone it immediately rings at other end • TDD/TTY/Text phones • Visually display text • Allow the hearing- or speech-impaired to communicate over telephone system • Wireless — Are basically sophisticated two-way radios

14. FAX MACHINES TS 18–12 • Convert an image to digital signals, which are transmitted and converted back to an image • Are stand-alone machines but often double as telephones or are built into computers

15. RADIOS TS 18–13 • Tie together all elements of organization • Can convey task-related information or direct orders • Can be monitored by the news media and the public • Should never be used to transmit a message that may bring liability or embarrassment to the department

16. COMPUTER-AIDED DISPATCH (CAD) SYSTEMS TS 18–14 • Can shorten response time • Can enable dispatchers to handle a greater volume of calls • Can reduce voice com-munications between telecommunicators and responding units • Come in various designs and sizes • Can be as simple as a system that retrieves run card information • Can be complex • Selecting and dispatching units • Determining quickest route to the scene • Monitoring the status of units • Transmitting additional information via mobile data terminals

17. VOICE RECORDERS TS 18–15a • Document radio traffic and telephone calls on emergency lines • Document dispatching information and provide an accurate account of operations • Protect the department and its members if questions are raised about communications and operations or in case of litigation • Allow retrieval of alarm information if caller hangs up

18. VOICE RECORDERS (cont.) TS 18–15b • Are important when callers are so excited that they cannot be understood or when they speak a foreign language • Run either continuously or intermittently • Should be capable of instant playback • Should automatically record the time of the call

19. RADIO LOGS TS 18–16 • Record the incident and location of each activity performed by a public safety unit • Generally include entries on the location and the nature of the incident, along with a notation of which unit(s) responded to the call • Manual system entered onto paper

20. GUIDELINES FOR RECEIVINGNONEMERGENCY CALLS TS 18–17 • Answer promptly. • Identify yourself and the department. • Be prepared to take accurate messages. • Do not leave line open or caller on hold for long. • Post message or deliver it promptly. • Write down all pertinent information: • Date • Time • Caller’s name • Caller’s number • Message • Your name • End call courteously. • Always hang up last.

21. RECEIVING EMERGENCY REPORTS FROM THE PUBLIC TS 18–18a • Identify the agency. • Ask if there is an emergency and, if so, ask about the problem. • Have questions organized to control the conversation to get the information needed. • Get information that details the emergency: • Exact location of incident • Type of incident/situation • When the incident occurred

22. RECEIVING EMERGENCY REPORTS FROM THE PUBLIC (cont.) TS 18–18b • Get information about the caller: • Name • Location if different from the incident location • Callback phone number • Address • Do not let caller off the phone until all information necessary to dispatch responding units has been obtained or until it is certain there is no emergency. • Ask questions in an assertive voice. • Follow the department’s SOPs.

23. PUBLIC ALERTING SYSTEMS TS 18–19 Telephone Emergency Number Two-way Radio Wired Telegraph Circuit Box Telephone-telegraph Fire Alarm Box Radio Fire Alarm Box Walk-ins

24. TELEPHONE EMERGENCY NUMBERS TS 18–20 • 9-1-1 • Enhanced 9-1-1 (E 9-1-1) • Seven-digit number • “0” for the operator • Star + a two- or three-digit number (cellular phone)

25. TYPES OF 9-1-1 TELEPHONE EMERGENCY NUMBERS TS 18–21 • Basic • Called Party Hold • Forced Disconnect • Ringback

26. ENHANCED 9-1-1 (E 9-1-1) TS 18–22 • Combines telephones and computers • Uses Automatic Location Identification (ALI) • Provides telecommunicator with instant information • Caller’s location • Caller’s phone number • Directions to the location • Other information about the address

28. TWO-WAY RADIO TS 18–23 • Used most often by fire department personnel • Uses CB channel 9, the universal citizen’s band (CB) radio frequency • Uses radio handle instead of a callback number

30. WALK-INS TS 18–24 • Some departments may take immediate action and then radio the dispatcher from the scene • Other departments may first notify the dispatch center by phone before taking any action

32. WIRED TELEGRAPH CIRCUIT BOX TS 18–25 • Have been eliminated in many localities due to vandalism and false alarms • Operation • Pressed lever activates a wound-spring mechanism that transmits a code by opening and closing the circuit • Each box transmits a different code to specify its location

34. TELEPHONE-TELEGRAPH FIRE ALARM BOX TS 18–26 • Pull-down hook sends coded location signal, so caller does not need to know his or her exact location • Telephone can be used for additional information through direct voice contact

36. RADIO FIRE ALARM BOX TS 18–27a • Has independent radio transmitter with battery power supply that may be solar recharged • May contain wound-spring alternator to provide power when handle is pulled • Alerts F.D. with audible signal, red light indicator, and printed record, or a display panel number, indicating location • May have an additional test or tamper light indicator signal

37. RADIO FIRE ALARM BOX (cont.) TS 18–27b • Has a time clock within the box that allows system to test itself every twenty-four hours • May have feature that allows caller to select fire, police, or ambulance service • May have two-way communications capabilities

38. REPORTING AN EMERGENCY FROM A TELEPHONE TS 18–28 • Give the telephone number from which you are calling. • State the nature of the emergency. • Stay on the line if requested to do so by the telecommunicator. • Dial the appropriate number: • 9-1-1 • Fire department 7-digit number • “0” for the operator • Give address, with cross streets or landmarks if possible. • State your name and location.

39. REPORTING AN EMERGENCY FROM A TELEGRAPH BOX TS 18–29 • Send signal as directed on the box. • Stay at the box until fire personnel arrive so that you can provide them with the exact location of the emergency.

40. REPORTING AN EMERGENCY FROM A LOCAL ALARM BOX TS 18–30 • Send signal as directed on the box. • Notify the fire department by telephone using the guidelines given earlier.

41. ALERTING STAFFED STATIONS TS 18–31 • Computerized line printer or terminal screen with alarm • Vocal alarm • Teletype • House bell or gong • House light • Telephone from telecommunicator on secure phone line • Telegraph register • Radio with tone alert

42. ALERTING UNSTAFFED STATIONS TS 18–32 • Pagers • Home electronic monitors • Telephones • Sirens • Whistles or air horns