Chapter 3 Communications and Alarms

Introduction This chapter covers: –Effective emergency response –Effective telecommunication –Proactive measures to ensure communication quality: Teaching communications skills to employees Upgrading communications systems Incorporating modern technology 3.2

3.3 Figure 3-1 The communications process must be complete and clearly understood in order to be effective.

Communications Personnel Receives emergency requests from citizens –Evaluates need for response –Sounds the alarm that starts first responders Provide pre-arrival instructions NFPA 1061 standard outlines behavioral characteristics Quality training program; work performance evaluation Adequate staffing level at communications centers 3.4

The Communications Facility Many different configurations –All receive and disseminate emergency and non- emergency information NFPA 1221 standards for construction of emergency communications centers –Built in area where little risk of damage –Limited traffic, limited exposure to man-made hazards –Few windows; all outside entrances monitored –Backup power systems use automatic switching devices 3.5

Computers in the Fire Service Many departments incorporate computer systems in the communications systems Computer-aided dispatch (CAD) systems –Handle increased call volume Uses for computers: –Create and store records on incidents and activities –Aid in statistical analysis –Provide remote locations with information –Allow access to off-site databases for training or incident mitigation 3.6

Receiving Reports of Emergencies Call-taking process: –Receive a report –Interview –Referral or dispatch composition Speed is very important during interview Telecommunicators must prioritize calls –Most important calls should get fastest attention 3.7

3.8 Figure 3-7 This figure illustrates the work flow of call processing by a public safety telecommunicator.

Receiving Reports of Emergencies (cont’d.) Calls should be answered in following priority: –9-1-1 and other emergency lines –Direct lines –Business or administrative lines Telecommunicators should: –Speak slowly and clearly with good volume –Project authority and knowledge –Use plain, everyday language, polite and friendly 3.9

Receiving Reports of Emergencies (cont’d.) Telecommunicator must control the conversation –May be difficult for caller to relay elements of situation –Ask short, specific questions Non-emergency calls should be accommodated –Prior to transferring, provide the number to the caller Obtain the following information: –Location and nature of the emergency –Callback number, caller’s location and situation 3.10

Receiving Reports of Emergencies (cont’d.) Once caller provides location, secure additional information such as landmarks if safe Life safety is of primary importance –Determine if caller is in danger –If so, provide pre-arrival instructions Information relayed to field units via radio Note caller’s proximity to incident location –Useful in locating incidents 3.11

Receiving Reports of Emergencies (cont’d.) Once sufficient address and incident type verified, deploy emergency apparatus Average citizen will only report one emergency in a lifetime Call takers must ask the right questions to generate meaningful responses Emergency medical calls require much more information 3.12

Methods of Receiving Reports of Emergencies Common means for receiving reports: –Conventional telephones –Wireless or cellular telephones –Emergency call boxes –Automatic alarms –TDD equipment for hearing impaired –Still alarms or walk-ups 3.13

Receiving Reports by Telephone Conventional telephones most commonly used Cellular telephones becoming more popular 93 percent of the population of the U.S. covered by some type of –95 percent is enhanced Enhanced service provides telephone number and address from originating call Basic and advanced service available through residential and business lines 3.14

Receiving Reports via Cellular Telephones Any calls initiated with cell phone routed to a predetermined answering point Negative aspects of cell phone use: –Significant increase in call center volume –Callers less likely to know their location –Cell phone manufacturers must provide means to locate cell phone users Satellite technology can provide exact position 3.15

Receiving Reports via Municipal Fire Alarm Systems Coded or voice message is generated from an alarm box –Came into use in late 1800s Located in a highly visible place open to the general public Can be hardwired or wireless and solar-powered Discontinued in many cities due to false alarms 3.16

3.17 Figure 3-10 Some call boxes are equipped with signal switches that allow the caller to select the type of emergency being reported.

Receiving Reports via Automatic Alarm Systems Two types of public alarm systems Five common types of automatic alarm monitoring system: –Local protective signaling system –Auxiliary protective signaling system –Remote station protective signaling system –Central station protective signaling system –Proprietary protective signaling system 3.18

Receiving Reports via TDD Telecommunications Devices for the Deaf (TDDs) more common –Americans with Disabilities Act (ADA) entitles citizens to equal service from public agencies Communications centers required to receive calls with specialized equipment Devices serve as a backup when enhanced or CAD are present 3.19

Receiving Reports via Still Alarm or Walk-Ups Receiving complete and accurate information is important Protocols for different departments may vary Specific notification systems covered in departmental protocols Ring down circuits, base radio, mobile radio communicate with the communications center –Important to notify communications center 3.20

3.21 Figure 3-16 A firefighter relays information from the fire station to the communications center via direct telephone circuit.

Emergency Services Deployment Address is the most important information from the caller Emergency response organizations identify common situations –Pre-assign a standard response to each situation Deployment plan based on apparatus types, equipment, number of personnel, and skills Manual run card system –Card file containing street and location information –Predetermined unit assignments for each location 3.22

Emergency Services Deployment (cont’d.) Global Positioning Systems (GPS) aid in deployment of responders Automatic Vehicle Location (AVL) uses GPS technology to pinpoint incident location –Can also detect closest response vehicle After determining appropriate deployment scheme, responders are notified 3.23

3.24 Figure 3-18 AVL systems help to locate the response unit closest to an incident location.

Emergency Services Deployment (cont’d.) Fire station alerting must comply with NFPA standards –Voice message transmitted from communications center to fire station via vocal alarm system Operate via control unit connected to telephone circuits or radio transmitter Telecommunicator decides appropriate fire stations to notify and activate 3.25

Traffic Control Systems Emergency preemption systems control traffic signals –Provide safe transition to priority right- of-way for emergency vehicles Systems may allow response vehicle to change the traffic control signals en route Variety of systems, each using different technology 3.26

Radio Systems and Procedures Once personnel deployed, communicators provide support –Radio system is the primary link Simplex system: one frequency to transmit outgoing messages and to receive incoming –Advantage: simplistic design; reduced cost –Disadvantage: limited range; interference Duplex system: two frequencies per channel Multisite trunking: multiple transmitters on different channels 3.27

3.28 Figure 3-30 Multisite trunked radio systems provide perhaps the best coverage and also offer direct benefits associated with the most efficient use of radio resources.

Radio Systems and Procedures (cont’d.) Proper radio discipline is important –Avoid clipping beginning or end of message –Be brief but concise –Avoid touching any radio antenna to avoid burns –Do not eat, or use slang, profanity or jargon –Speak clearly across the microphone Portable units should be held perpendicular to ground with antenna pointing skyward 3.29

3.30 Figure 3-31 This figure shows the proper use of a mobile radio microphone. Figure 3-32 Improper use of a mobile microphone.

3.31 Figure 3-33 The user has positioned the portable radio properly and is speaking across the microphone. Figure 3-34 This figure shows the improper positioning of a portable radio.

Radio Systems and Procedures (cont’d.) Ten codes make up a predetermined message –More confidential and cryptic –Must be learned and remembered Clear speech conveys information, issues instructions –Eliminates confusion associated with radio codes Electronic tones alert firefighters to evacuate –Some systems use air horns 3.32

Radio Reports Communications officer is incident commander until field units arrive on scene First unit arriving gives size-up –Brief information about on-scene conditions –Clear, precise language 3.33

Radio Reports (cont’d.) Size-up contains: –Correct address –Situation evaluation –Emergency location in the building –Building information, potential occupants –Request for other agency support –Location of on-scene command post –Identity of incident commander –Brief action plan for the incident 3.34

Radio Reports (cont’d.) First status report made 10 minutes into incident Follow-up reports every 10 to 15 minutes until situation under control Firefighters must call mayday the moment they may be in trouble –Mayday must receive priority over the radio Procedures must be in place for calling a mayday –Firefighters must know procedures 3.35

Mobile Support Vehicles Mobile support vehicles (MSVs) used for major invents involving fire and EMS –Provide an on-scene command post from which operations can be directed –Deployment determined by size of incident, projected duration of activities MSVs highly specialized –Size depends on jurisdiction 3.36

Records Complete and accurate communications center records maintained on all responses Routine practice in most communications centers to record all emergency traffic Fire reports are public record Minimum information: –Call time, units dispatched, dispatch times –Arrival time, command post information, requests –All-clear time, under-control time, back-in- service times for all units 3.37

Lessons Learned Telecommunicator is the first person “on the scene” –Direct impact of citizens’ impression of department –Collects information accurately and rapidly transmits to first responders –Answers incoming calls quickly, gains control of the call, and calms caller –Makes wise use of all available resources –Plays vital role in successful outcome of an emergency incident 3.38