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

19–1 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 19–2 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 19–3 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 19–4 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 19–5 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 19–6 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 19–7 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 19–8 Communication Responsibilities: Telecommunicator Must process calls from unknown and unseen individuals (Continued)

Firefighter I 19–9 Communication Responsibilities: Telecommunicator Must be able to obtain complete, reliable information Must gather information from the caller, then dispatch emergency responders (Continued)

Firefighter I 19–10 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 19–11 Communication Responsibilities: Telecommunicator Must stay in contact with the Incident Commander (IC) Must keep records of each request for assistance

Firefighter I 19–12 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 19–13 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 19–14 Necessary Traits or Personal Characteristics Handle criticism Remember and recall information Deal with verbal abuse Function under stress Maintain confidentiality

Firefighter I 19–15 Communication Skills Basic reading skills Basic writing skills Ability to speak clearly Ability to follow written and verbal instructions

Firefighter I 19–16 Map Reading Critical to be able to look at a map and locate specific points (Continued)

Firefighter I 19–17 Map Reading Wildland responsibilities Computer-Aided Dispatch (CAD) systems Automatic Vehicle Locating (AVL) system Cellular phones

Firefighter I 19–18 Common Communications Equipment Two-way base radio Tone-generating equipment Telephones Direct-line phones (Continued)

Firefighter I 19–19 Common Communications Equipment Computers Recording systems or devices Alarm-receiving equipment

Firefighter I 19–20 Alarm-Receiving Equipment Telephones –Commercial phone systems –Direct lines –TDD/TTY/text phone –Wireless (cellular) (Continued)

Firefighter I 19–21 Alarm-Receiving Equipment Fax machines Radios –Base radios, mobile radios, portable radios

Firefighter I 19–22 Radio Guidelines Realize that all radio transmissions can be monitored Use self-discipline and good judgment (Continued)

Firefighter I 19–23 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 19–24 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 19–25 Computer-Aided Dispatch (CAD) Systems Available in various designs May not be needed by smaller organizations

Firefighter I 19–26 Recording Information Voice recorders –Document information –Accurate account of operations –Protect in case of litigation –Document evidence –Continuously running –Intermittently running (Continued)

Firefighter I 19–27 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 19–28 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 19–29 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 19–30 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 19–31 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 19–32 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 19–33 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 19–34 Public Alerting Systems Telephone –Fire department emergency number may be 9-1-1, a 7- digit number, or “0” for the operator

Firefighter I 19–35 Public Alerting Systems: Basic Customer dials and the phone rings at the communications center Additional features –Called party hold –Forced disconnect –Ringback –Automatic number identification

Firefighter I 19–36 Public Alerting Systems: Enhanced (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 19–37 Public Alerting Systems: Enhanced (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 19–38 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 19–39 Public Alerting Systems: Radio Some fire departments monitor citizens band (CB) radio frequencies for reports of emergencies

Firefighter I 19–40 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 19–41 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 19–42 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 19–43 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 19–44 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 19–45 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 19–46 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 19–47 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 19–48 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 19–49 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 19–50 Reporting a Fire or Other Emergency by Telephone Give the telephone number from which the call was made. State the nature of the emergency. State name and location. Stay on the line if requested to do so by the telecommunicator.

Firefighter I 19–51 Reporting a Fire or Other Emergency From a Fire Alarm Telegraph Box Send signal as directed on the box If safe to do so, stay at the box until firefighters arrive

Firefighter I 19–52 Reporting a Fire or Other Emergency From a Local Alarm Box Send signal as directed on the box Notify the fire department by telephone

Firefighter I 19–53 Alerting Fire Department Personnel: Staffed Stations Computerized line printer or terminal screen with alarm Voice alarm Teletype House bell or gong House light (Continued)

Firefighter I 19–54 Alerting Fire Department Personnel: Staffed Stations Telephone from telecommunicator on secure phone line Telegraph register Radio with tone alert Radio/pagers

Firefighter I 19–55 Alerting Fire Department Personnel: Unstaffed Stations Pagers Cellular telephones and other devices with text-messaging capabilities Home electronic monitors Telephones Sirens Whistles or air horns

Firefighter I 19–56 Guidelines for Radio Communications Use plain English or clear text without codes of any kind –Clear text — Standardized set of fire- specific words and phrases, often used in the wildland fire community Use a moderate rate of speaking (Continued)

Firefighter I 19–57 Guidelines for Radio Communications Use a moderate amount of expression in speech Use a vocal quality that is not too strong or weak Keep things such as gum and candy out of the mouth (Continued)

Firefighter I 19–58 Guidelines for Radio Communications Be concise and to the point Think about what should be said before keying the microphone (Continued)

Firefighter I 19–59 Guidelines for Radio Communications Everyone on the fireground should follow two basic rules –Units must identify themselves in every transmission –The receiver must acknowledge every message (Continued)

Firefighter I 19–60 Guidelines for Radio Communications Do not transmit until the frequency is clear Any unit working at an emergency scene has priority over routine transmissions Do not use profane or obscene language on the air (Continued)

Firefighter I 19–61 Guidelines for Radio Communications All radio frequencies are monitored Hold the radio/microphone 1 to 2 inches (25 mm to 50 mm) from the mouth (Continued)

Firefighter I 19–62 Guidelines for Radio Communications On the emergency scene –Avoid laying the microphone on the seat of the vehicle –Do not touch the antenna when transmitting

Firefighter I 19–63 Arrival Reports Also called a report on conditions or situation report Establish a time of arrival and inform other responding units of what actions might be needed (Continued)

Firefighter I 19–64 Arrival Reports Format –Situation found –Action(s) taken/actions to be taken –Command status (Continued)

Firefighter I 19–65 Arrival Reports Some situations require more detail –Address, if other than the one initially reported –Building and occupancy description –Nature and extent of fire or other emergency –Attack mode selected (Continued)

Firefighter I 19–66 Arrival Reports Some situations require more detail (cont.) –Rescue and exposure problems –Instructions to other responding units –Location of Incident Command position –Establishing Command –Water supply situation

Firefighter I 19–67 Progress Reports Are used to keep the communications center continually advised

Firefighter I 19–68 Progress Report Items Transfer of Command Change in command post location Progress (or lack of) toward incident stabilization Direction of fire spread (Continued)

Firefighter I 19–69 Progress Report Items Exposures by direction, height, occupancy, and distance Any problems or needs Anticipated actions

Firefighter I 19–70 Tactical Channels Most often used for large incidents Small routine incidents usually do not require a tactical channel In many departments, units are initially dispatched on the primary dispatch channel (Continued)

Firefighter I 19–71 Tactical Channels Upon arrival on the scene, units may switch to an assigned tactical channel

Firefighter I 19–72 Tactical Channels: Telecommunicator Roles Assign a tactical frequency Ensure additional responding units are aware of the assigned tactical channel Notify other agencies and services of the incident and the need for them to respond Provide updated information

Firefighter I 19–73 Calls for Additional Resources Normally, only the Incident Commander may strike multiple alarms or order additional resources Know local procedure for requesting additional resources Be familiar with alarm signals (Continued)

Firefighter I 19–74 Calls for Additional Resources When multiple alarms are struck, a radio-equipped mobile communications vehicle can be used to reduce the load on the communications center Firefighters must be able to communicate the need for team assistance

Firefighter I 19–75 Emergency Radio Traffic Person transmitting the message should make the urgency clear Telecommunicator should give an attention tone, advise all other units to stand by, and then advise the caller to proceed (Continued)

Firefighter I 19–76 Emergency Radio Traffic After the emergency communication is complete, telecommunicator notifies all units to resume normal or routine radio traffic

Firefighter I 19–77 Evacuation Signals Are used when the IC decides that all firefighters should immediately withdraw All firefighters should be familiar with their department’s method of sounding an evacuation signal (Continued)

Firefighter I 19–78 Evacuation Signals Radio broadcast –Similar to emergency traffic broadcast –Message is broadcast several times (Continued)

Firefighter I 19–79 Evacuation Signals Audible warning devices –Will work outside small structures –May not be heard by everyone –Can be confused with those being used by units arriving at the scene

Firefighter I 19–80 Personnel Accountability Report (PAR) A systematic way of confirming the status of any unit operating at an incident When requested, every supervisor must verify the status of those under his or her command (Continued)

Firefighter I 19–81 Personnel Accountability Report (PAR) May have to rely on touch or hearing to verify each member’s status Others in the chain of command must rely on radio reports from their subordinates (Continued)

Firefighter I 19–82 Personnel Accountability Report (PAR) Command can request a PAR at any time, but one is usually requested when: –The incident is declared under control –There is a change in strategy –There is a sudden catastrophic event –There is an emergency evacuation –A firefighter is reported missing or in distress

Firefighter I 19–83 Summary Fire alarms or calls for help must be handled expediently and accurately. If they are not, incidents can increase in size and severity. (Continued)

Firefighter I 19–84 Summary Fire department communications are a critical factor in the successful outcome of any incident. The better the communications, the safer the incident. (Continued)

Firefighter I 19–85 Summary Firefighters must know how to handle both emergency and routine communications, including nonemergency calls for business purposes or public inquiries made directly to the station. (Continued)

Firefighter I 19–86 Review Questions 1.What communication skills are necessary for fire department communications? 2.What is computer-aided dispatch (CAD)? 3.List three basic business telephone courtesies. (Continued)

Firefighter I 19–87 Review Questions 4.What actions should be taken when receiving an emergency call from a citizen? 5.How should the public report a fire or other emergency using a telephone?