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Communications and Alarms

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Objectives (1 of 2)

• Demonstrate the proper method of answering a nonemergency administrative call.

• Demonstrate the proper method of answering an emergency call and effectively obtaining full and complete information, and promptly relaying that information to the communications center.

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Objectives (2 of 2)

• Demonstrate the proper method of operating a mobile radio.

• Demonstrate the proper method of operating a portable radio.

• Complete a basic incident report.

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Introduction (1 of 2)

• Fire service communications is an important role of the fire service.

• Telecommunicators must communicate with citizens and relay information to first responders.

• Communications have a great impact on the delivery of service.

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Introduction (2 of 2)

• Communication process must be complete and understood to be effective.

• Leaders are taking proactive measures to ensure quality.

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Communications Personnel (1 of 3)

• Basic role of communications has not changed over time.

• Telecommunicator responsibilities– Receiving calls

– Evaluating response need

– Initiating appropriate response

– May remain on the line, provide pre-arrival instructions

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Communications Personnel (2 of 3)

• NFPA 1061 - Standard for Professional Qualifications for Public Safety Telecommunicators

• Detailed work performance evaluation program follows training programs

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Communications Personnel (3 of 3)

• Communication managers rely on historical data to produce staffing models and requirements.

• Fire departments must provide well-trained personnel to serve as telecommunicators.– These individuals have a direct impact on the

overall response time of the agency.

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The Communications Facility (1 of 3)

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The Communications Facility (2 of 3)

• NFPA 1221 - Standard on location and construction of communication centers– Dispatch centers range in size and staffing.– All serve common goal of receiving and

delivering information.– All communication centers should have a

backup in place.

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The Communications Facility (3 of 3)

• New technology in hardware and software has allowed incorporation of computers.– Computer-aided dispatch systems– Tracking location and status of incidents

and vehicles

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Receiving Reports of Emergencies (1 of 3)

• Call-taking process– Receiving a report– Interviewing– Referral or dispatch

• Telecommunicators– Prioritize incoming calls– Answer incoming lines promptly– Control the conversation

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Receiving Reports of Emergencies (2 of 3)

• The following information must be obtained.– Location of emergency– Nature of the emergency– Callback number– Caller’s location and situation

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Receiving Reports of Emergencies (3 of 3)

• Call taker must ask the right questions to generate proper responses.

• Many departments use emergency medical dispatch protocols for dealing with EMS calls.

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Call Process

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Methods of Receiving Reports of Emergencies (1 of 5)

• Reports of emergencies can be received in various ways.– Telephone is the most common means.

– 93% of the population in the US have 911 access.

– 95% of the 93% have enhanced 911.

– Geographically, 50% of nation has 911.

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Methods of Receiving Reports of Emergencies (2 of 5)

• Enhanced 911 provides telephone numbers and addresses of call origins.

• Cellular phone is becoming very common.

• By 2000, cellular phones must be able to provide means to determine caller location.

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Methods of Receiving Reports of Emergencies (3 of 5)

• Municipal fire alarms allow a coded or voice message to be generated from an alarm box.– Alarm boxes located in areas of easy

access and visibility

– Began near the turn of the century

– Commonly referred to as call boxes

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Methods of Receiving Reports of Emergencies (4 of 5)

• Call boxes

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Methods of Receiving Reports of Emergencies (5 of 5)

• Automatic alarm systems are another means to notify communications.

• Two types of alarm systems defined by NFPA.– Type A receives alarm from a fire alarm box

and retransmits to a fire station manually or automatically.

– Type B automatically sends alarm.

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Type A Municipal Alarm

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Type B Municipal Alarm

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Reports via TDD

• ADA entitles citizens to equal service.

• Communications need to receive calls from specialized equipment.

• Keyboard uses text messages rather than voices.

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Walk-Up Alarms

• Report of an emergency may be received at fire station.

• Firefighter must obtain information.

• Communication center must be notified.

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Emergency Services Deployment (1 of 2)

• Once an emergency is reported, action must be taken.

• Most response organizations have a preassigned standard response.

• Communication centers have deployment plans.– Deployment is based on apparatus, equipment,

and personnel available.

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Emergency Services Deployment (2 of 2)

• Deployment may be done manually or through computers.

• Next step is to notify responders. – Several methods exist.

– Some departments use mobile data terminals.

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Notification Systems

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Mobile Data Terminal

• Computers mounted in apparatus.

• Dispatch information displayed on screen.

• Units can communicate with dispatch by pushing buttons.

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Traffic Control Systems

• Some jurisdictions use emergency preemption systems to control traffic signals.– They provide a safe transition to a priority

right-of-way for emergency vehicles.

– System designed to recognize emergency vehicle and change traffic control signal.

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Radio Systems and Procedures (1 of 2)

• Radio system is the primary link between field units and communications center.

• Radio frequencies commonly used by the fire service are:– VHF low band

– VHF high band

– UHF

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Radio Systems and Procedures (2 of 2)

• FCC monitors frequencies.

• 800 Mhz range frequencies have also been allocated.

• All personnel must be able to talk properly over the radio.

• A clear and concise message is important.

• Some departments use “10-codes,” while others use clear speech.

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Proper Use of Radio

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Arrival Reports

• First arriving unit establishes command and provides initial report.

• Command can be transferred as needed.

• Status reports should be given regularly during large incidents.

• Some SOPs call for time marking incidents at regular intervals.

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Summary• How emergency calls are answered and

information processed has a direct impact on the public’s impression of the department.

• Answering calls quickly, gaining control, and, possibly, calming the caller is very important.

• Use knowledge and skills, and all the available resources to successfully handle an emergency incident.