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

2. 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
Copyright © Texas Education Agency All rights reserved.
Images and other multimedia content used with permission. 

3. Enhanced (E-9-1-1)
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).
Copyright © Texas Education Agency All rights reserved.
Images and other multimedia content used with permission. 

4. Purpose Of E-9-1-1
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
Copyright © Texas Education Agency All rights reserved.
Images and other multimedia content used with permission. 

5. 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
Copyright © Texas Education Agency All rights reserved.
Images and other multimedia content used with permission. 

6. 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
Copyright © Texas Education Agency All rights reserved.
Images and other multimedia content used with permission. 

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

8. 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
Copyright © Texas Education Agency All rights reserved.
Images and other multimedia content used with permission. 

9. 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.
Copyright © Texas Education Agency All rights reserved.
Images and other multimedia content used with permission. 

10. 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
Copyright © Texas Education Agency All rights reserved.
Images and other multimedia content used with permission. 

11. 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
Copyright © Texas Education Agency All rights reserved.
Images and other multimedia content used with permission. 

12. 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
Copyright © Texas Education Agency All rights reserved.
Images and other multimedia content used with permission. 

13. 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
Copyright © Texas Education Agency All rights reserved.
Images and other multimedia content used with permission. 

14. 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
Copyright © Texas Education Agency All rights reserved.
Images and other multimedia content used with permission. 

15. 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
Copyright © Texas Education Agency All rights reserved.
Images and other multimedia content used with permission. 

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

17. Procedure For Reporting an Emergency By Telephone
Dial 9-1-1
State the address or nearby landmarks of the emergency
Give the phone number from which you are calling
State the nature of the emergency (i.e., fire, auto accident, medical emergency)
State your name and location
Stay on the line if requested
Once the call is received, dispatch should occur within 60 seconds
When a distress call is given out over the radio, it is classified as “EMERGENCY TRAFFIC” and the channel is cleared
Copyright © Texas Education Agency All rights reserved.
Images and other multimedia content used with permission. 

18. 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
Copyright © Texas Education Agency All rights reserved.
Images and other multimedia content used with permission. 

19. 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
Copyright © Texas Education Agency All rights reserved.
Images and other multimedia content used with permission. 

20. 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
Copyright © Texas Education Agency All rights reserved.
Images and other multimedia content used with permission. 

21. 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
Copyright © Texas Education Agency All rights reserved.
Images and other multimedia content used with permission. 

22. 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
“to save lives and property”
“to protect and serve”
Copyright © Texas Education Agency All rights reserved.
Images and other multimedia content used with permission.