Principles of Law, Public Safety, Corrections & Security Fire Department Communications

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Fire Department Communications Its effectiveness is vital to the success or failure of fire service operations. To be effective, communications center employees MUST:  be versed in customer service and communicating with people under stress  keep track of the status of emergency resources 3 Copyright © Texas Education Agency All rights reserved. Images and other multimedia content used with permission.

Enhanced (E-9-1-1)  U.S. number  Used to request emergency aid, report a fire, accident or crime, etc.  Easy for people in times of stress to contact emergency agencies  Has reduced response times Fire department communications are authorized under licenses granted to E centers by the FCC (Federal Communications Commission). 4 Copyright © Texas Education Agency All rights reserved. Images and other multimedia content used with permission.

Purpose Of E E-9-1-1’s purpose is to connect callers with the correct emergency agency. The digits provide direct access to the E system. E systems consist of three separate elements:  Network Element  Public Safety Answering (or Access) Point (PSAP) Element  Data Management System/Automatic Location Identification (DMS/ALI) Element 5 Copyright © Texas Education Agency All rights reserved. Images and other multimedia content used with permission.

Public Service Access Points (PSAP) The PSAP is the call center that:  Receives E calls  Directs them to the appropriated emergency response agency (i.e., fire, police, ambulance) The system interfaces with the DMS/ALI database  Displays the street address and other information  Used with Computer Aided Dispatch (CAD) systems 6 Copyright © Texas Education Agency All rights reserved. Images and other multimedia content used with permission.

Computer-aided Dispatch Also known as computer-assisted dispatch Telecommunicator is assisted by a computer system Shortens response time Dispatchers can handle greater call volume Can reduce the amount of radio traffic between themselves and responding units 7 Copyright © Texas Education Agency All rights reserved. Images and other multimedia content used with permission.

Computer-aided Dispatch Simple systems Retrieve run card information 8 Copyright © Texas Education Agency All rights reserved. Images and other multimedia content used with permission.

Computer-aided Dispatch Complex systems Programmed to select and dispatch units Determine the fastest route to the scene of an emergency Monitor unit status Transmit supplemental information via mobile data terminals Most major fire departments would have difficulty functioning without some sort of computer system 9 Copyright © Texas Education Agency All rights reserved. Images and other multimedia content used with permission.

Enhanced Systems Combine telephone and computer equipment to provide the telecommunicator with information instantly  Caller’s location  Caller’s phone number  Directions to the location Automatic Location Identification (ALI)  Uses Global Positioning System (GPS) data  Identifies caller’s location Wireless telephones will NOT activate the E ALI system. 10 Copyright © Texas Education Agency All rights reserved. Images and other multimedia content used with permission.

Expanded Dispatch Centers located away from the permanent dispatch center  Incidents often escalate beyond the capabilities of the communication/dispatch center  Mobile Command Posts  City Hall  Training Academy 11 Copyright © Texas Education Agency All rights reserved. Images and other multimedia content used with permission.

Expanded Dispatch Take the additional load off dispatchers performing regular duties  Increased radio traffic at major incidents  Dedicate specific channels for major incident radio traffic  An expanded dispatch center was used for the 9-11 terrorist attack on the World Trade Center 12 Copyright © Texas Education Agency All rights reserved. Images and other multimedia content used with permission.

Expanded Dispatch National Interagency Fire Center (NIFC), Boise, Idaho  Used in wildland fire season to coordinate fire attacks and responses in affected jurisdictions as needed  Coordinates resource requests  Tracks availability of resources used for suppressing fires or supporting incident operations 13 Copyright © Texas Education Agency All rights reserved. Images and other multimedia content used with permission.

Communications Center Personnel Telecommunicator Works at a PSAP Full time communication specialist Some jurisdictions use firefighters Most contact with the public of all fire department personnel 14 Copyright © Texas Education Agency All rights reserved. Images and other multimedia content used with permission.

Telecommunicator Roles Process calls  From unknown and unseen people in stressful situations  Must obtain complete and reliable information from the caller  Ring back feature Dispatch emergency personnel  Incident stabilization  Know availability and status of emergency resources to assign them effectively Provide a community service  Professional service  Work with the public and multiple agencies  Handle non-emergency calls as well as system calls 15 Copyright © Texas Education Agency All rights reserved. Images and other multimedia content used with permission.

Telecommunicator Skills NFPA 1061, Standard for Professional Qualifications for Public Service Telecommunicator Minimum job performance standards  Handle multitasking  Make judgments based on common sense  Deal with verbal abuse  Function under stress  Maintain composure  Maintain confidentiality 16 Copyright © Texas Education Agency All rights reserved. Images and other multimedia content used with permission.

Telecommunicator Skills Communication skills  Basic reading and writing skills  Ability to speak clearly and follow written and verbal instructions 17 Copyright © Texas Education Agency All rights reserved. Images and other multimedia content used with permission.

Procedure For Reporting an Emergency By Telephone 1. Dial State the address or nearby landmarks of the emergency 3. Give the phone number from which you are calling 4. State the nature of the emergency (i.e., fire, auto accident, medical emergency) 5. State your name and location 6. Stay on the line if requested 7. Once the call is received, dispatch should occur within 60 seconds 8. When a distress call is given out over the radio, it is classified as “EMERGENCY TRAFFIC” and the channel is cleared 18 Copyright © Texas Education Agency All rights reserved. Images and other multimedia content used with permission.

Emergency Service Relationships Positive work environments ensure effective emergency service. Emergency service organizations work together to  create shared responsibility  communicate to:  Improve performance  Improve productivity  Provide a safe working environment It is the responsibility of each agency to do everything possible to protect and serve the citizens of its community.  Legal responsibility  Moral responsibility 19 Copyright © Texas Education Agency All rights reserved. Images and other multimedia content used with permission.

Emergency Service Relationships Police, fire, and emergency medical service departments are independent of each other on a day-to-day basis.  During an emergency they MUST work together  Petty jealousy = poor public service  Focus is public service NOT public attention 20 Copyright © Texas Education Agency All rights reserved. Images and other multimedia content used with permission.

Emergency Service Relationships Office of Emergency Management (OEM) Coordination and training for inter-agency response  Functional training exercises  Shared resources  Education programs  Reduces duplication of effort 21 Copyright © Texas Education Agency All rights reserved. Images and other multimedia content used with permission.

Emergency Service Relationships The true test of an effective Emergency Management Program is how a community responds during an emergency.  Effective early warning or notification  Dealing effectively with public safety issues  Damage assessment  Long term recovery issues 22 Copyright © Texas Education Agency All rights reserved. Images and other multimedia content used with permission.

Emergency Service Relationships Reasons good working relationships between police, fire, and emergency medical service agencies are essential: Valuable shared information Improved services for customers (public) Appreciation for the difficulty in which each an agency operates The top priorities are similar o “to save lives and property” o “to protect and serve” 23 Copyright © Texas Education Agency All rights reserved. Images and other multimedia content used with permission.

Resources , Introduction to Fire Protection (3 rd Edition), Klinoff, Robert , Essentials of Firefighting (5 th Edition), International Fire Service Training Association (IFSTA) 24 Copyright © Texas Education Agency All rights reserved. Images and other multimedia content used with permission.