Fire Alarms & Communications Module II & III

FIRE DEPARTMENT COMMUNICATIONS All methods by which the public notifies the communication center of any emergency All methods by which the public notifies the communication center of any emergency All methods by which the center notifies proper fire fighting forces All methods by which the center notifies proper fire fighting forces All methods by which information is exchanged at the scene All methods by which information is exchanged at the scene Routine communications Routine communications TS 18–1

IMPORTANCE OF FIRE DEPARTMENT COMMUNICATIONS The expedient and accurate handling of fire alarms or calls for help is a significant factor in the outcome of any incident. The expedient and accurate handling of fire alarms or calls for help is a significant factor in the outcome of any incident. Failure to quickly communicate the need for help can result in large and tragic losses. Failure to quickly communicate the need for help can result in large and tragic losses. Fire department communications play a critical role in the successful outcome of an incident. Fire department communications play a critical role in the successful outcome of an incident. TS 18–2

ROLES/RESPONSIBILITIES OF THE TELECOMMUNICATOR Processing calls from unknown and unseen individuals, usually calling under stressful conditions Processing calls from unknown and unseen individuals, usually calling under stressful conditions Obtaining complete, reliable information from the caller Obtaining complete, reliable information from the caller Prioritizing requests for assistance Prioritizing requests for assistance Dispatching emergency responders Dispatching emergency responders TS 18–3 Staying in contact with the incident commander to receive requests for information and/or additional resources Staying in contact with the incident commander to receive requests for information and/or additional resources Keeping records of each request for assistance and how each one was handled Keeping records of each request for assistance and how each one was handled

CUSTOMER SERVICE Proving professional and nonjudgmental service to the general public Proving professional and nonjudgmental service to the general public Handling a variety of local calls seeking assistance or information Handling a variety of local calls seeking assistance or information Referring non-emergency callers to the appropriate person or agency Referring non-emergency callers to the appropriate person or agency TS 18–4

TELECOMMUNICATOR SKILLS & TRAITS Maintaining a positive attitude Maintaining a positive attitude Working with team members Working with team members Adjusting to various levels of activity Adjusting to various levels of activity Handling multi-tasking Handling multi-tasking Making decisions and judgments based on common sense and values Making decisions and judgments based on common sense and values Maintaining composure Maintaining composure Forming conclusions from disassociated facts Forming conclusions from disassociated facts Handling criticism Handling criticism Remembering and recalling information Remembering and recalling information Dealing with verbal abuse Dealing with verbal abuse Functioning under stress Functioning under stress Maintaining confidentiality Maintaining confidentiality TS 18–5

TELECOMMUNICATOR COMMUNICATION SKILLS Basic reading skills Basic reading skills Basic writing skills Basic writing skills Ability to speak clearly Ability to speak clearly Ability to follow written and verbal instructions Ability to follow written and verbal instructions TS 18–6

TELECOMMUNICATOR MAP READING SKILLS Computer-Aided Dispatch (CAD) Computer-Aided Dispatch (CAD) Automatic Vehicle Locating (AVL) Automatic Vehicle Locating (AVL) X, Y, and Z coordinates X, Y, and Z coordinates TS 18–7

“NERVE CENTER” OF EMERGENCY RESPONSE Point through which nearly all information flows, is processed, and is then acted upon Point through which nearly all information flows, is processed, and is then acted upon Houses personnel and equipment to receive alarms and dispatch resources Houses personnel and equipment to receive alarms and dispatch resources May be remote from primary location May be remote from primary location May be located in the fire station May be located in the fire station May be part of a larger, joint communications center for all community emergencies May be part of a larger, joint communications center for all community emergencies TS 18–8

COMMUNICATIONS EQUIPMENT Alarm Receiving Equipment Telephones Fax Machines Radios TS 18–9

ALARM RECEIVING EQUIPMENT Public Alerting System Private Alerting System TS 18–10

TELEPHONES Commercial phone systems Commercial phone systems  Offer access to multiple phone lines  Provide features such as hold, conference calling, and speaker phones Direct lines Direct lines — Are directly connected between point A and point B so that when one party picks up phone it immediately rings at other end TS 18–11 TDD/TTY/Text phones TDD/TTY/Text phones  Visually display text  Allow the hearing- or speech-impaired to communicate over telephone system Wireless Wireless — Are basically sophisticated two-way radios

FAX MACHINES Convert an image to digital signals, which are transmitted and converted back to an image Convert an image to digital signals, which are transmitted and converted back to an image Are stand-alone machines but often double as telephones or are built into computers Are stand-alone machines but often double as telephones or are built into computers TS 18–12

RADIOS Tie together all elements of organization Tie together all elements of organization Can convey task-related information or direct orders Can convey task-related information or direct orders Can be monitored by the news media and the public Can be monitored by the news media and the public Should never be used to transmit a message that may bring liability or embarrassment to the department Should never be used to transmit a message that may bring liability or embarrassment to the department TS 18–13

COMPUTER-AIDED DISPATCH (CAD) SYSTEMS Can shorten response time Can shorten response time Can enable dispatchers to handle a greater volume of calls Can enable dispatchers to handle a greater volume of calls Can reduce voice com- munications between telecommunicators and responding units Can reduce voice com- munications between telecommunicators and responding units Come in various designs and sizes Come in various designs and sizes TS 18–14 Can be as simple as a system that retrieves run card information Can be as simple as a system that retrieves run card information Can be complex Can be complex  Selecting and dispatching units  Determining quickest route to the scene  Monitoring the status of units  Transmitting additional information via mobile data terminals

VOICE RECORDERS Document radio traffic and telephone calls on emergency lines Document radio traffic and telephone calls on emergency lines Document dispatching information and provide an accurate account of operations Document dispatching information and provide an accurate account of operations Protect the department and its members if questions are raised about communications and operations or in case of litigation Protect the department and its members if questions are raised about communications and operations or in case of litigation Allow retrieval of alarm information if caller hangs up Allow retrieval of alarm information if caller hangs up TS 18–15a

VOICE RECORDERS (cont.) Are important when callers are so excited that they cannot be understood or when they speak a foreign language Are important when callers are so excited that they cannot be understood or when they speak a foreign language Run either continuously or intermittently Run either continuously or intermittently Should be capable of instant playback Should be capable of instant playback Should automatically record the time of the call Should automatically record the time of the call TS 18–15b

RADIO LOGS Record the incident and location of each activity performed by a public safety unit Record the incident and location of each activity performed by a public safety unit Generally include entries on the location and the nature of the incident, along with a notation of which unit(s) responded to the call Generally include entries on the location and the nature of the incident, along with a notation of which unit(s) responded to the call Manual system entered onto paper Manual system entered onto paper TS 18–16

GUIDELINES FOR RECEIVING NONEMERGENCY CALLS Answer promptly. Answer promptly. Identify yourself and the department. Identify yourself and the department. Be prepared to take accurate messages. Be prepared to take accurate messages. Do not leave line open or caller on hold for long. Do not leave line open or caller on hold for long. Post message or deliver it promptly. Post message or deliver it promptly. Write down all pertinent information: Write down all pertinent information:  Date  Time  Caller’s name  Caller’s number  Message  Your name End call courteously. End call courteously. Always hang up last. Always hang up last. TS 18–17

RECEIVING EMERGENCY REPORTS FROM THE PUBLIC Identify the agency. Identify the agency. Ask if there is an emergency and, if so, ask about the problem. Ask if there is an emergency and, if so, ask about the problem. Have questions organized to control the conversation to get the information needed. Have questions organized to control the conversation to get the information needed. Get information that details the emergency: Get information that details the emergency:  Exact location of incident  Type of incident/situation  When the incident occurred TS 18–18a

RECEIVING EMERGENCY REPORTS FROM THE PUBLIC (cont.) Get information about the caller: Get information about the caller:  Name  Location if different from the incident location  Callback phone number  Address Do not let caller off the phone until all information necessary to dispatch responding units has been obtained or until it is certain there is no emergency. Do not let caller off the phone until all information necessary to dispatch responding units has been obtained or until it is certain there is no emergency. Ask questions in an assertive voice. Ask questions in an assertive voice. Follow the department’s SOPs. Follow the department’s SOPs. TS 18–18b

PUBLIC ALERTING SYSTEMS Telephone Emergency Number Two-way Radio Wired Telegraph Circuit Box Telephone-telegraph Fire Alarm Box Radio Fire Alarm Box Walk-ins TS 18–19

TELEPHONE EMERGENCY NUMBERS Enhanced (E 9-1-1) Enhanced (E 9-1-1) Seven-digit number Seven-digit number “0” for the operator “0” for the operator Star + a two- or three-digit number (cellular phone) Star + a two- or three-digit number (cellular phone) TS 18–20

TYPES OF TELEPHONE EMERGENCY NUMBERS Basic Called Party Hold Forced Disconnect Ringback TS 18–21

ENHANCED (E 9-1-1) Combines telephones and computers Combines telephones and computers Uses Automatic Location Identification (ALI) Uses Automatic Location Identification (ALI) Provides telecommunicator with instant information Provides telecommunicator with instant information  Caller’s location  Caller’s phone number  Directions to the location  Other information about the address TS 18–22

TWO-WAY RADIO Used most often by fire department personnel Used most often by fire department personnel Uses CB channel 9, the universal citizen’s band (CB) radio frequency Uses CB channel 9, the universal citizen’s band (CB) radio frequency Uses radio handle instead of a callback number Uses radio handle instead of a callback number TS 18–23

WALK-INS Some departments may take immediate action and then radio the dispatcher from the scene Some departments may take immediate action and then radio the dispatcher from the scene Other departments may first notify the dispatch center by phone before taking any action Other departments may first notify the dispatch center by phone before taking any action TS 18–24

WIRED TELEGRAPH CIRCUIT BOX Have been eliminated in many localities due to vandalism and false alarms Have been eliminated in many localities due to vandalism and false alarms Operation Operation  Pressed lever activates a wound-spring mechanism that transmits a code by opening and closing the circuit  Each box transmits a different code to specify its location TS 18–25

TELEPHONE-TELEGRAPH FIRE ALARM BOX Pull-down hook sends coded location signal, so caller does not need to know his or her exact location Pull-down hook sends coded location signal, so caller does not need to know his or her exact location Telephone can be used for additional information through direct voice contact Telephone can be used for additional information through direct voice contact TS 18–26

RADIO FIRE ALARM BOX Has independent radio transmitter with battery power supply that may be solar recharged Has independent radio transmitter with battery power supply that may be solar recharged May contain wound-spring alternator to provide power when handle is pulled May contain wound-spring alternator to provide power when handle is pulled Alerts F.D. with audible signal, red light indicator, and printed record, or a display panel number, indicating location Alerts F.D. with audible signal, red light indicator, and printed record, or a display panel number, indicating location May have an additional test or tamper light indicator signal May have an additional test or tamper light indicator signal TS 18–27a

RADIO FIRE ALARM BOX (cont.) Has a time clock within the box that allows system to test itself every twenty-four hours Has a time clock within the box that allows system to test itself every twenty-four hours May have feature that allows caller to select fire, police, or ambulance service May have feature that allows caller to select fire, police, or ambulance service May have two-way communications capabilities May have two-way communications capabilities TS 18–27b

REPORTING AN EMERGENCY FROM A TELEPHONE Dial the appropriate number: Dial the appropriate number:   Fire department 7-digit number  “0” for the operator Give address, with cross streets or landmarks if possible. Give address, with cross streets or landmarks if possible. State your name and location. State your name and location. TS 18–28 Give the telephone number from which you are calling. Give the telephone number from which you are calling. State the nature of the emergency. State the nature of the emergency. Stay on the line if requested to do so by the telecommunicator. Stay on the line if requested to do so by the telecommunicator.

REPORTING AN EMERGENCY FROM A TELEGRAPH BOX Send signal as directed on the box. Send signal as directed on the box. Stay at the box until fire personnel arrive so that you can provide them with the exact location of the emergency. Stay at the box until fire personnel arrive so that you can provide them with the exact location of the emergency. TS 18–29

REPORTING AN EMERGENCY FROM A LOCAL ALARM BOX Send signal as directed on the box. Send signal as directed on the box. Notify the fire department by telephone using the guidelines given earlier. Notify the fire department by telephone using the guidelines given earlier. TS 18–30

ALERTING STAFFED STATIONS Computerized line printer or terminal screen with alarm Computerized line printer or terminal screen with alarm Vocal alarm Vocal alarm Teletype Teletype House bell or gong House bell or gong House light House light Telephone from telecommunicator on secure phone line Telephone from telecommunicator on secure phone line Telegraph register Telegraph register Radio with tone alert Radio with tone alert TS 18–31

ALERTING UNSTAFFED STATIONS Pagers Pagers Home electronic monitors Home electronic monitors Telephones Telephones Sirens Sirens Whistles or air horns Whistles or air horns TS 18–32