Essentials of Fire Fighting , 5 th Edition

1. Essentials of Fire Fighting, 5th Edition Chapter 19 — Fire Department Communications Firefighter I

2. Chapter 19 Lesson Goal • After completing this lesson, the student shall be able to communicate effectively by radio and telephone following the policies and procedures set forth by the authority having jurisdiction (AHJ). Firefighter I

3. Specific Objectives 1. Describe communication responsibilities of the firefighter. 2. Summarize necessary skills for fire department communication. 3. Describe basic communications equipment used in telecommunications centers. (Continued) Firefighter I

4. Specific Objectives 4. Describe basic business telephone courtesies. 5. Explain how a firefighter should proceed when receiving emergency calls from the public. 6. Describe types of public alerting systems. (Continued) Firefighter I

5. Specific Objectives 7. Describe procedures that the public should use to report a fire or other emergency. 8. Discuss ways of alerting fire department personnel to emergencies. 9. Summarize guidelines for radio communications. (Continued) Firefighter I

6. Specific Objectives 10. Describe information given in arrival and progress reports. 11. Explain the purpose of tactical channels. 12. Discuss calls for additional resources and emergency radio traffic. (Continued) Firefighter I

7. Specific Objectives 13. Discuss evacuation signals and personnel accountability reports. 14. Handle business calls and reports of emergencies. (Skill Sheet 19-I-1) 15. Use a portable radio for routine and emergency traffic. (Skill Sheet 19-I-2) Firefighter I

8. Communication Responsibilities: Telecommunicator • Has a role which is different from but just as important as other personnel • Usually full-time professional communications specialists (Continued) Firefighter I

9. Communication Responsibilities: Telecommunicator • Must process calls from unknown and unseen individuals (Continued) Firefighter I

10. Communication Responsibilities: Telecommunicator • Must be able to obtain complete, reliable information • Must gather information from the caller, then dispatch emergency responders (Continued) Firefighter I

11. Communication Responsibilities: Telecommunicator • Must know where emergency resources are in relation to the reported incident • Need to know not only which units to assign but also how to alert Firefighter I

12. Communication Responsibilities: Telecommunicator • Must stay in contact with the Incident Commander (IC) • Must keep records of each request for assistance Firefighter I

13. Customer Service • Consumer of emergency services is the general public • Telecommunicator has first contact with the public during an emergency • Often receive calls from people in the community seeking assistance or information Firefighter I

14. Necessary Traits or Personal Characteristics • Adjust to various levels of activity • Handle multitasking • Make decisions and judgments based on common sense and values • Maintain composure • Form conclusions from disassociated facts. (Continued) Firefighter I

15. Necessary Traits or Personal Characteristics • Handle criticism • Remember and recall information • Deal with verbal abuse • Function under stress • Maintain confidentiality Firefighter I

16. Communication Skills • Basic reading skills • Basic writing skills • Ability to speak clearly • Ability to follow written and verbal instructions Firefighter I

17. Map Reading • Critical to be able to look at a map and locate specific points (Continued) Firefighter I

18. Map Reading • Wildland responsibilities • Computer-Aided Dispatch (CAD) systems • Automatic Vehicle Locating (AVL) system • Cellular phones Firefighter I

19. Common Communications Equipment • Two-way base radio • Tone-generating equipment • Telephones • Direct-line phones (Continued) Firefighter I

20. Common Communications Equipment • Computers • Recording systems or devices • Alarm-receiving equipment Firefighter I

21. Alarm-Receiving Equipment • Telephones • Commercial phone systems • Direct lines • TDD/TTY/text phone • Wireless (cellular) (Continued) Firefighter I

22. Alarm-Receiving Equipment • Fax machines • Radios • Base radios, mobile radios, portable radios Firefighter I

23. Radio Guidelines • Realize that all radio transmissions can be monitored • Use self-discipline and good judgment (Continued) Firefighter I

24. Radio Guidelines • Plan exactly what is intended to be said. • Do not use slang or jargon. • It is inappropriate to use anyone’s name in a radio message. Firefighter I

25. Computer-Aided Dispatch (CAD) Systems • Assist or aid the performance of the telecommunicator • Can shorten response times or enable a greater volume of calls • Can reduce the amount of radio traffic (Continued) Firefighter I

26. Computer-Aided Dispatch (CAD) Systems • Available in various designs • May not be needed by smaller organizations Firefighter I

27. Recording Information • Voice recorders • Document information • Accurate account of operations • Protect in case of litigation • Document evidence • Continuously running • Intermittently running (Continued) Firefighter I

28. Recording Information • Radio logs • Record the incident and location of each activity • A manual system written on paper • Usually a chronological recording • Include incident information Firefighter I

29. Basic Telephone Courtesies • Answer calls promptly • Be pleasant and identify the department or company and self • Be prepared to record messages accurately (Continued) Firefighter I

30. Basic Telephone Courtesies • Never leave the line open or a caller on hold for an extended period of time • Post the message or deliver the message promptly • Terminate calls courteously; always allow the caller to hang up first Firefighter I

31. Receiving Emergency Calls from the Public • Identify the agency • Control the conversation • Ask questions to get the information needed • Assertive voice • Follow SOPs (Continued) Firefighter I

32. Receiving Emergency Calls from the Public • Gather information • Incident location • Type of incident/situation • Number of people injured or trapped • Get the exact location of the victims (Continued) Firefighter I

33. Receiving Emergency Calls from the Public • If it is safe to do so, keep the caller on the line and get • Name • Location if different from the incident location • Callback telephone number • Address (Continued) Firefighter I

34. Receiving Emergency Calls from the Public • Ask the caller if it is safe to remain on the phone • Record the answers to all questions • Maintain communications with all units until the call has been terminated Firefighter I

35. Public Alerting Systems • Telephone • Fire department emergency number may be 9-1-1, a 7-digit number, or “0” for the operator Firefighter I

36. Public Alerting Systems: Basic 9-1-1 • Customer dials 9-1-1 and the phone rings at the communications center • Additional features • Called party hold • Forced disconnect • Ringback • Automatic number identification Firefighter I

37. Public Alerting Systems: Enhanced 9-1-1 (E-9-1-1) • Combine telephone and computer equipment (such as CAD) to provide information such as: • Caller’s location and phone number • Directions to the location • Other information about the address (Continued) Firefighter I

38. Public Alerting Systems: Enhanced 9-1-1 (E-9-1-1) • Displays the location from which the call is being made • Allows help to be sent even if the caller is incapable of identifying location • Does not work with wireless telephones Firefighter I

39. Public Alerting Systems: Radio • Likely to come from fire department personnel or other government workers who happen upon an emergency • Gather the same kind of information that would be taken from a telephone caller (Continued) Firefighter I

40. Public Alerting Systems: Radio • Some fire departments monitor citizens band (CB) radio frequencies for reports of emergencies Firefighter I

41. Public Alerting Systems: Walk-ins • Citizens may walk into a fire station and report an emergency • Whoever greets the citizen should ascertain the location and type of incident (Continued) Firefighter I

42. Public Alerting Systems: Walk-ins • Get the reporting party’s name, address, and telephone number • Local policy dictates what steps should be taken once information has been obtained (Continued) Firefighter I

43. Public Alerting Systems: Wired Telegraph Circuit Boxes • Historically installed on street corners • Connected to a wired telegraph circuit that was connected to all fire stations in the jurisdiction (Continued) Firefighter I

44. Public Alerting Systems: Wired Telegraph Circuit Boxes • Still maintained by some cities • Operation uses a lever • Extremely reliable, but also limited • Only transmit location of box • Notorious for malicious false alarms • Have diminished in need Firefighter I

45. Public Alerting Systems: Telephone Fire Alarm Box • A fire alarm box equipped with a telephone for direct voice contact with a telecommunicator • May be used in combination with telegraph circuits Firefighter I

46. Public Alerting Systems: Radio Fire Alarm Box • Contains an independent radio transmitter with a battery power supply • Some include a small solar panel for recharging the unit’s battery (Continued) Firefighter I

47. Public Alerting Systems: Radio Fire Alarm Box • Some feature a spring-wound alternator to provide power when the operating handle is pulled • Types • Activating the alarm in radio boxes alerts by an audible signal, visual light indicator, and a printed record indicating the location • Some systems also have a different-colored light that indicates a test or temper signal (Continued) Firefighter I

48. Public Alerting Systems: Radio Fire Alarm Box • The printing devices in some systems print • Date • Time of day in 24-hour time • Message sent by the box • Box number • Coded signal that indicates the strength of the battery within the box (Continued) Firefighter I

49. Public Alerting Systems: Radio Fire Alarm Box • Some are designed to allow a person to select fire, police, or ambulance service • May be located along roads, highways, and in rural areas and have two-way communications capabilities Firefighter I

50. Reporting a Fire or Other Emergency by Telephone • Dial the appropriate number • 9-1-1 • Fire department 7-digit number • “0” for the operator • State the address where the emergency is located. • If no address, give the nearest cross streets or describe nearby landmarks. (Continued) Firefighter I