PRESENTED BY JEFF STEINGART, CHIEF COUNTRYSIDE FIRE PROTECTION DISTRICT.

Slides:



Advertisements
Similar presentations
Duty Officer Call Response Training A Whole-Task Learning Approach.
Advertisements

NEXT GEN QUALITY ASSURANCE FOR PSAP John WyniaMay 7, 2014.
Hospital Emergency Management
Public Health Seattle & King County Incident Command System Overview May 2004.
3 1. Fire & Lifesafety codes for Small Business 2. Fire Protection Plan 4. Evacuation Plan & Drill 5. Personnel & Personal Preparedness Alert.
ORGANIZATION. 2 Problem scenario  Develop an organizational chart for your laboratory showing lines of authority from the head of the organization to.
TRANSPORTATION & EMERGENCY PREPAREDNESS CHECKLIST National Resource Center for Human Service Transportation Coordination (NRC)
1 Continuity Planning for transportation agencies.
NFPA Standard 1710: Organization and Deployment of Fire Suppression Operations, EMS and Special Ops The Right Description.
1 P. A. Sadowski IT Manager North Carolina State Highway Patrol Security Liaison North Carolina Department of Crime Control and Public Safety A Public.
Understanding the management of risks to health and safety on the premises of a retail business Unit 352.
Standard for the Organization and Deployment of Fire Suppression Operations, Emergency Medical Operations, and Special Operations to the Public by.
Laboratory Personnel Dr/Ehsan Moahmen Rizk.
Communications CHAPTER 14. Communications Systems and Components Communication Components.
Health and Safety.
Firefighter Rehabilitation at Emergency Scenes and Training Exercises International Association of Fire Fighters Occupational Health & Safety Department.
FIRE DEPARTMENT ORGANIZATION State of Georgia BASIC FIRE FIGHTER TRAINING COURSE.
What Is It And How Will We Measure It?
Chapter 14: Inspection and Maintenance
Drill of the Month Safety Officer’s Role March 2010 Maryland Fire and Rescue Institute.
Rapid Intervention Team & MAYDAY Procedures
1 CHCOHS312A Follow safety procedures for direct care work.
CVFD Training – Fire Alarms & Communication SFFMA Training Objectives: –
© 2007 McGraw-Hill Higher Education. All rights reserved. 1 School Health Services: Promoting and Protecting Student Health Chapter 2.
Assisting Students with Disabilities: A Training Program
Firefighter III Introduction Mod A Identify the Firefighter III’s role as a member of the organization. (4-2.1) The role of a firefighter III.
Introduction to Fire Protection 3rd Edition
Emergency calls are received through two basic systems
Chapter 8 Support Functions
Emergency Action Planning. Emergency Action Planning -EAP Why an EAP is needed: Establish a plan to avoid and deal with necessary catastrophic incidents.
Module 3 Develop the Plan Planning for Emergencies – For Small Business –

INTERMEDIATE: SFFMA OBJ – – hrs credit received.
NFPA 1710 Standard for the Organization and Deployment of Fire Suppression Operations, Emergency Medical Operations and Special Operations to the Public.
Alachua County Continuity of Government (COG) Alachua County Emergency Operations Center (EOC) 19 February hrs.
Nursing Home Incident Command System
Patient Safety Friendly Hospital Intiative Purpose Implementation of a set of patient safety standards in hospitals Implementation of a set of patient.
Fire Department Organization, Command, and Control
Standards Committee Rules/Standards July Committee Members  Rodney CatesCarteret CountyJim SoukupCity of Durham  Perry DavisCleveland CountyChristy.
BIOTERRORISM: SOUTH CAROLINA RESPONDS. OBJECTIVES l To understand the response to a bioterrorist act through use of the unified incident command system.
The Association of Electrical and Medical Imaging Equipment Manufacturers Nurse Call Systems & Emergency Call Systems Overview of ANSI/UL 1069 and ANSI/UL.
ASSURANCE PINNACOL ASSURANCE Wants you to know about : EMERGENCY/DISASTER PREPAREDNESS.
New River Valley Emergency Communications Regional Authority
Houston Emergency Center FY12 Budget Presentation June 8, 2011 Dennis J. Storemski, Director Mayor’s Office of Public Safety and Homeland Security David.
Learning Objective 1 Explain the procedures for receiving emergency and nonemergency external communications.
Firefighter III Module C Communications (4-4) Identify the policy and procedures concerning the ordering and transmitting of multiple alarms.
Mosby items and derived items © 2007, 2004 by Mosby, Inc., an affiliate of Elsevier Inc. Chapter 1 Introduction to EMS Systems.
NFPA 1600 Disaster/Emergency Management and Business Continuity Programs.
SOUTHWESTERN ALABAMA ARES GROUP EMERGENCY COMMUNICATIONS TRAINING.
Dallas Fire-Rescue Communications Division Dispatch Operations September 14, 2015.
Rec 3530 Program Planning in Recreation and Parks Chapter 13 Managing Risks in Leisure Programs “Organ donor -- A person who doesn't wear a helmet.”
Disaster Planning Workshop Hosted By: Pleasantview Fire Protection District.
Principles of Law, Public Safety, Corrections & Security Fire Department Communications.
1 Confined Space Rescue Awareness Massachusetts Firefighting Academy.
ACS ACTIVATION. The first section of this presentation describes the initial activities of the ACS Staff. The second section describes the initial activities.
Introduction to the Emergency Operations Center City of Santa Cruz 2011 EOC Training and Exercise.
Hospital Accreditation Documentation Process & Standard Requirements
WELCOME TO SANTA MONICA FIRE DEPARTMENT STAFF AIDE TRAINING.
Fire Alarm Verification CAN/ULC-S561-03
1. Accurate & Timely intelligence shared by all 2. Effective tactics and strategies 3. Rapid deployment of resources 4. Relentless follow-up and assessment.
Safety Management Systems Session Four Safety Promotion APTA Webinar June 9, 2016.
First Aid & Survival Skills
Communication, Documentation and Scene Safety
EMERGENCY PREPAREDNESS School Bus Driver Inservice 2016/171.
Emergency Services Communications Firefighter II.
Fire Department Communications
Essentials of Fire Fighting Chapter 3 — Fire Department Communications
Essentials of Fire Fighting 6th Edition Firefighter I
Patient Safety Friendly Hospital Intiative
Dearborn Unified Dispatch Center
Presentation transcript:

PRESENTED BY JEFF STEINGART, CHIEF COUNTRYSIDE FIRE PROTECTION DISTRICT

Our Dispatch Story…

CALLERS NOT Complainants!

“Act as if what you do makes a difference. It does.” ~William James~ pioneering American psychologist and philosopher

Dispatchers Communicate – Effectively What does that mean? – Talk – Listen – Etc…

Dispatchers must be… Professional Competent Dedicated Committed Patient Empathetic

Dispatchers must… Be a person who can enjoy serving others for 30+ years and care. – Not every call is dramatic – Burnout EAP – Our role in a callers life is more than just a moment

Dispatcher must… Take Pride Be Lawful, Ethical and Moral Be Safe and Healthy Know your jurisdiction – and your neighbors Automatic & Mutual Aid

Dispatchers must… Know your policies Know your systems – Technology Perform mega-multitasking Know and practice the back-up plan – Pencil & Paper

Dispatchers must… Have a natural ability to like people Understand we encounter people at their worst Want to be there and take care of all of our callers; if you don’t want to…

Our customers usually…. Call 3 numbers – Easy to remember No voice mail Get an instant response – Emergency – Non-emergency And it’s free service – Tax supported

Care for Callers When the call is dramatic – Maintain your composure We’re here to help – We did not cause the emergency » Stay focused on the solutions

Care for Callers When callers are nice… – It’s easy When they are nasty… – Be professional & respectful – Don’t lower yourself to match their behavior

Care for Callers Maintain a balanced perspective toward our work and the people we serve People will Thank You And people will tell you F-U

For all of our customers – Don’t Judge – Don’t Stereotype – Don’t underestimate the caller If you do, you might miss vital information

Care for Callers An emergency is defined by its owner – not by us. – People are easily overwhelmed They don’t know where to turn, so they turn to us – It does not make them stupid – It is not a waste of our time…

When we encounter our customer, we view 1 slide in the slide show of their lives.

Realistic Expectations Come to work Be there Choose your attitude Situational awareness Make decisions – Follow SOP’s Be part of the solution, not the problem Add value to the service

Mistakes We make ‘em – If you do Own up – Learn – Share – Move on

How people treat you is their karma; how you react is yours. ~Wayne Dyer~ renowned author and speaker in the field of self-development. Karma- (Encarta Dictionary) Hindu and Buddhist philosophy …the quality of somebody's current and future lives as determined by that person's behavior in this and in previous lives; the atmosphere radiated by a place, situation, person, or object.

Standards Chapter 7 Operations 7.3 Staffing * The AHJ shall ensure that there are sufficient telecommunicators available to effect the prompt receipt and processing of alarms needed to meet the requirements of Section * Where communications systems, computer systems, staff, or facilities are used for both emergency and nonemergency functions, the nonemergency use shall not degrade or delay emergency use of those resources A communications center shall handle emergency calls for service and dispatching in preference to nonemergency activities. NFPA® 1221: Standard for the Installation, Maintenance, and Use of Emergency Services Communications Systems (2010 Edition)

Standards 7.4 Operating Procedures * Ninety-five percent of alarms received on emergency lines shall be answered within 15 seconds, and 99 percent of alarms shall be answered within 40 seconds Compliance with shall be evaluated monthly using data from the previous month * Ninety percent of emergency alarm processing shall be completed within 60 seconds, and 99 percent of alarm processing shall be completed within 90 seconds

Standards * Compliance with shall be evaluated monthly using data from the previous month * For law enforcement purposes, the AHJ shall determine time frames allowed for completion of dispatch * Where alarms are transferred from the primary public safety answering point (PSAP) to a secondary answering point, the transfer procedure shall not exceed 30 seconds for 95 percent of all alarms processed The PSAP shall transfer alarms as follows: (1) The alarm shall be transferred directly to the telecommunicator. (2) The answering transferring agency shall remain on the line until it is certain that the transfer is effected. (3) The transfer procedure shall be used on emergency calls.

NFPA® 1221: Standard for the Installation, Maintenance, and Use of Emergency Services Communications Systems (2010 Edition)

NFPA 1710: Standard for the Organization and Deployment of Fire Suppression Operations, Emergency Medical Operations, and Special Operations to the Public by Career Fire Departments (2010 Edition)

6.4 Communications Systems The fire department shall have a reliable communications system to facilitate prompt delivery of public fire suppression, EMS, and special operations All communications facilities, equipment, staffing, operating procedures, performance objectives, and reporting shall comply with NFPA Operating procedures for radio communications shall provide for the use of standard protocols and terminology at all types of incidents Standard terminology, in compliance with NFPA 1561, shall be established to transmit information, including strategic modes of operation, situation reports, and emergency notifications of imminent hazards. NFPA 1710: Standard for the Organization and Deployment of Fire Suppression Operations, Emergency Medical Operations, and Special Operations to the Public by Career Fire Departments (2010 Edition)

5.4* Communications System * The fire department shall have a reliable communications system to facilitate prompt delivery of public fire suppression, EMS, and special operations All communications facilities, equipment, staffing, and operating procedures shall comply with NFPA Operating procedures for radio communications shall provide for the use of standard protocols and terminology at all types of incidents Standard terminology, in compliance with NFPA 1561, shall be established to transmit information, including strategic modes of operation, situation reports, and emergency notifications of imminent hazards. NFPA® 1720: Standard for the Organization and Deployment of Fire Suppression Operations, Emergency Medical Operations, and Special Operations to the Public by Volunteer Fire Departments (2010 Edition)

NFPA® 1720: Standard for the Organization and Deployment of Fire Suppression Operations, Emergency Medical Operations, and Special Operations to the Public by Volunteer Fire Departments (2010 Edition)

Insurance Services Organization Fire alarms 10% of a community's overall score is based on how well the fire department receives and dispatches fire alarms. Our field representatives evaluate: the communications center, including the number of operators at the center. the telephone service, including the number of telephone lines coming into the center. the listing of emergency numbers in the telephone book. the dispatch circuits and how the center notifies firefighters about the location of the emergency.

Receiving and Handling Fire Alarms Area Description Credit Maximum Telephone Service Operators Dispatch Circuits Total

Receiving and Handling of Alarms

COMMISSION ON FIRE ACCREDITATION INTERNATIONAL FIRE AND EMERGENCY SERVICES SELF ASSESSMENT MANUAL 7TH EDITION Criterion 9B - Communication Systems The public and the agency have an adequate, effective, and efficient emergency communications system. The system is reliable and able to meet the demands of major operations, including command and control within fire/rescue services during emergency operations, and meets the needs of other public safety agencies having the need for distribution of information.

9B.1 CC There is a system of ensuring communication with portable, mobile, and fixed communications systems in the field. 9B.2 The emergency communication system is capable of receiving automatic and manual early warning and emergency reporting signals. 9B.3 The agency’s communication center is adequately equipped and designed, i.e. telephones, radios, equipment status, alarm devices, computers, address files, dispatching circuits, playback devices, recording systems, printers, consoles, desks, chairs, lighting and map displays, etc.

9B.4 The uninterrupted electrical power supply for the communications center is reliable and has automatic backup capability. 9B.5 CC There are standard operating procedures and methods in place for all types of dispatching services provided by the communications center. 9B.6 There are adequate numbers of fire or emergency dispatchers on duty to handle the anticipated call volume. 9B.7 There is an adequate maintenance program with regularly scheduled system tests in place.

9B.8 There is adequate supervision and management of the communications center. 9B.9 There is a communications training program that assures an adequate and reliable emergency response. 9B.10 The interoperability of the communications system has been evaluated and documented, and appropriate procedures have been implemented to provide for communications between the agency and other emergency responders.

EMD

Ask the 3 essential questions… 1.What is the address of the emergency? 2.What's the phone number you’re calling from? 3.What’s the problem, tell me exactly what happen. Then…

…Send the right response – That’s the best we serve our customers

Standards…and there’s more!