Communications FVCC Fire Rescue. FIRE DEPARTMENT COMMUNICATIONS All methods by which the public...
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Transcript of Communications FVCC Fire Rescue. FIRE DEPARTMENT COMMUNICATIONS All methods by which the public...
FIRE DEPARTMENT COMMUNICATIONS
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 information is exchanged at the scene
Routine communications
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.
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.
TS 18–2
ROLES/RESPONSIBILITIES OF THE TELECOMMUNICATOR
Processing calls from unknown and unseen individuals, usually calling under stressful conditions
Obtaining complete, reliable information from the caller
Prioritizing requests for assistance
Dispatching emergency responders
TS 18–3
• 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
CUSTOMER SERVICEProving professional and nonjudgmental
service to the general public
Handling a variety of local calls seeking assistance or information
Referring non-emergency callers to the appropriate person or agency
TS 18–4
REFERRALSVS 18-1
Domestic Abuse
Shelters
AmericanRed Cross
Emergency HousingShelters
UtilityCompanies
Food Pantries
Telecommunicator
TELECOMMUNICATOR SKILLS & TRAITS
Maintaining a positive attitude
Working with team members
Adjusting to various levels of activity
Handling multi-tasking Making decisions and
judgments based on common sense and values
Maintaining composure
Forming conclusions from disassociated facts
Handling criticism Remembering and
recalling information
Dealing with verbal abuse
Functioning under stress
Maintaining confidentiality
TS 18–5
TELECOMMUNICATOR COMMUNICATION SKILLS
Basic reading skills
Basic writing skills
Ability to speak clearly
Ability to follow written and verbal instructions
TS 18–6
TELECOMMUNICATOR MAP READING SKILLSComputer-Aided Dispatch (CAD)
Automatic Vehicle Locating (AVL)
X, Y, and Z coordinates
TS 18–7
Homework1. What are the three phases of a tele-communicator’s role in an emergency
response?a. Receive the request, determine the required resources, request the required
resourcesb. Receive the request, relay the request, monitor the responsec. Prepare to receive the request, receive the request, relay the requestd. Receive the request, relay the request, record information about the request,
response, and results2. Which of the following is not a part of fire department communications?a. Methods by which the public can notify the communications center of an
emergencyb. Methods by which the center can notify the proper fire fighting forces and relay
information between all personnel involved at the scenec. Routine communications, such as telephone calls for business purposesd. Personal two-way radio communications with fire service personnel over a
designated fire department radio channel3. What important customer service or public relations function should a tele-
communicator try to achieve with each call?a. Evaluate the worthiness of the individuals for assistance.b. Project a sense of competence to the caller.c. Transfer the caller to someone else as soon as possible so that the tele-
communicator is available for other calls.d. Impress the caller with the various services provided by the municipality.4. What standard defines the minimum job performance requirements for public
safety tele-communicators?a. NFPA 1106 b. NFPA 1160 c. NFPA 1610 d. NFPA 10615. As applied to telecommunications, what does the abbreviation CAD stand for?a. Computer-aided dispatch b. Communications attention deficiencyc. Communications and dispatch d. Computer-alerted departments
“NERVE CENTER” OF EMERGENCY RESPONSE
Point through which nearly all information flows, is processed, and is then acted upon
Houses personnel and equipment to receive alarms and dispatch resources
May be remote from primary location
May be located in the fire station
May be part of a larger, joint communications center for all community emergencies
TS 18–8
TELEPHONES Commercial phone
systemsOffer access to
multiple phone linesProvide features such
as hold, conference calling, and speaker phones
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 Visually display text
Allow the hearing- or speech-impaired to communicate over telephone system
• Wireless — Are basically sophisticated two-way radios
FAX MACHINESConvert 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
TS 18–12
RADIOSTie together all elements of organization
Can convey task-related information or direct orders
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
TS 18–13
COMPUTER-AIDED DISPATCH (CAD) SYSTEMS
Can shorten response time
Can enable dispatchers to handle a greater volume of calls
Can reduce voice com-munications between telecommunicators and responding units
Come in various designs and sizes
TS 18–14
• Can be as simple as a system that retrieves run card information
• 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 RECORDERSDocument radio traffic and telephone calls
on emergency lines
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
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
Run either continuously or intermittently
Should be capable of instant playback
Should automatically record the time of the call
TS 18–15b
RADIO LOGSRecord 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
Manual system entered onto paper
TS 18–16
Homework Select facts about fire department telecommunications
equipment. Write the correct letters on the blanks.6. Firefighter A says that the communications center is always
located in a fire station.Firefighter B says that NFPA requirements determine what equipment should be available at the communications center.Who is right?
a. Firefighter A b. Firefighter B c. Both A and B d. Neither A nor B7. To what part of the human anatomy is the communications
center often compared?a. Heart b. Brain c. Nerve center d. Auditory system (ears)8. What does the abbreviation AVL stand for in terms of
telecommunications?a. Automatic vehicle locating b. Audio-visual loggingc. Automatic voice logging d. Automated victim locator9. What is the most widely used method for transmitting fire
alarms?a. Municipal alarm systems b. Proprietary alarm systemsc. Public telephone systems d. Remote station alarm systems
Homework10. Firefighter A says that tele-communicators are often required to
determine the response unit nearest an incident and to determine the best route for the unit to use in responding.Firefighter B says that advances in technology have not reduced the need for tele-communicators to be able to read maps.Who is right?
a. Firefighter A b. Firefighter B c. Both A and B d. Neither A nor B
11. What is a direct telephone line?a. A public telephone line that serves only one numberb. A private telephone line that connects one phone directly to another phonec. A public telephone line that does not allow dialing of long-distance numbersd. A private telephone line from communications between telecommunications
consoles within a dispatch facility
12. Commercial phone systems provide access to ___.a. Pay telephones only b. Wireless telephones onlyc. Business telephones only d. The public switch network
13. TDD, TYY, and Text Phones are primarily for ___.a. Transmitting audio messages b. Transmitting and displaying video imagesc. Transmitting Internet messages d. Transmitting and displaying multimedia
messages
Homework17. Which of the following is essential in the development of a fire service
communications center?a. Tape-recording equipmentb. A reliable secondary source of powerc. Noncombustible floor coveringd. Computers to handle incoming alarms
18. Which of the following is not a common piece of equipment in a communications center?
a. Two-way radio equipment for communicating with line personnelb. Satellite communications uplinks for communicating with federal authorities during
major emergenciesc. Tape-recording equipment to record phone calls and radio trafficd. Computer equipment for dispatch information and communications to line personnel
19. Wireless telephones are similar to ___ in message transmission.a. Conventional telephones b. Two-way radiosc. TDD, TYY, and Text Phones d. Direct telephones
20. Fax machines allow the transmission of ___.a. Rapidly encoded textb. Images, including pictures, documents, and diagramsc. Vital signs of victims from accident sites to medical facilitiesd. Equipment status from remote sites
Homework21. What is the primary purpose of radios used by fire departments?a. Eliminating the dependency on commercial power and transmission linesb. Providing a safe and secure means of communicating confidential information quicklyc. Tying all elements of the organization together so that each element can perform its task in an
efficient, informed mannerd. Obtaining inexpensive, portable communication systems that are not subject to disruption by
natural or man-made sources of energy22. Firefighter A says that one of the disadvantages of CAD systems is that they require additional
time for each response.Firefighter B says that one of the advantages of CAD systems is that they increase the number of calls that each tele-communicator can handle.Who is right?
a. Firefighter A b. Firefighter B c. Both A and B d. Neither A nor B23. An important consideration in the use of radios for communications is that ___.a. Telephone transmissions travel at the speed of light while radio transmissions travel at the speed of
sound, resulting in delaysb. Radio transmissions can be monitored by the public and the news mediac. Communications beyond approximately 2 miles (3.2 km) is not practicald. Personnel must remain with response vehicles in order to continue communications24. Firefighter A says that the voice recorders used in all telecommunications centers record
continuously so that no telephone conversation will be missed.Firefighter B says that voice recordings provide records of the events and can be helpful when played back to obtain information that was not clear.Who is right?
a. Firefighter A b. Firefighter B c. Both A and B d. Neither A nor B25. The first entry on a written radio log is generally ___.a. The name of the person speaking b. The name of the person receiving the reportc. The time of the event d. The channel being used
GUIDELINES FOR RECEIVINGNONEMERGENCY CALLS
Answer promptly.
Identify yourself and the department.
Be prepared to take accurate messages.
Do not leave line open or caller on hold for long.
Post message or deliver it promptly.
Write down all pertinent information: Date Time Caller’s name Caller’s number Message Your name
End call courteously.
Always hang up last.
TS 18–17
RECEIVING EMERGENCY REPORTS FROM THE PUBLIC
Identify the agency.
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.
Get information that details the emergency:Exact location of incidentType of incident/situationWhen the incident occurred
TS 18–18a
RECEIVING EMERGENCY REPORTS FROM THE PUBLIC (cont.)
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.
Ask questions in an assertive voice.
Follow the department’s SOPs.
TS 18–18b
Homework Select from a list proper etiquette for receiving a non-emergency
call vs. an emergency call. Mark an “A” for each that relates to a non-emergency call, mark a “B” if it relates to an emergency call and a “C” if it does not apply to either correct action.
26. __ Answer after the third ring.27. __ Identify yourself and your department.28. __ Be prepared to take messages.29. __ Write down the caller’s location and place of employment.30. __ Place the caller on hold while you input data on the computer.31. __ Write down the message and post it or deliver it promptly.32. __ End the call courteously.33. __ Always hang up first. 34. __ Identify the agency.35. __ Ask if there is an emergency and, if so, ask about the problem.36. __ Have questions organized to control the conversation to get
the information needed.
Homework
37. __ Get information that details the ______________:Exact location of incidentType of incident/situationWhen the incident occurredGet information about the caller:NameLocation if different from the incident locationCallback phone numberAddress
38. __ 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 or is not an emergency.
39. __ Ask questions in an assertive voice.
40. __ Follow the department’s SOPs.
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
9-1-1
Enhanced 9-1-1 (E 9-1-1)
Seven-digit number
“0” for the operator
Star + a two- or three-digit number (cellular phone)
TS 18–20
TYPES OF 9-1-1 TELEPHONE EMERGENCY NUMBERS
Basic
Called Party Hold
Forced Disconnect
Ringback
TS 18–21
ENHANCED 9-1-1 (E 9-1-1)Combines telephones and computers
Uses Automatic Location Identification (ALI)
Provides telecommunicator with instant informationCaller’s locationCaller’s phone numberDirections to the locationOther information about the address
TS 18–22
HomeworkSelect facts about public alerting systems. Write the correct letters on the blanks.
41. Who is most likely to use a two-way radio to report an emergency?
a. Truck driver b. Average citizen c. Firefighter d. City official
42. What is the universal citizen’s band emergency radio channel?
a. CB channel 9 b. CB channel 5 c. CB channel 8 d. CB channel 3
43. What information does the operator who receives a report via CB radio request instead of a callback number?
a. Caller’s social security number b. Caller’s license numberc. Caller’s code password d. Caller’s radio handle
44. Some fire departments require the person taking a walk-in report to ___.
a. Notify the communications center by telephone before respondingb. Notify the company officer before responding to the reportc. Notify the fire chief before respondingd. Leave at least two people at the station while responding to the report
Homework
45. Why have wired telegraph circuit box alerting systems been eliminated in many locations?
a. The transmitted codes often crossed, leading to incorrect location information.b. They transmitted only the location of the box, and false alarms were a problem.c. The signal was dependent on overhead wires that cost too much to maintain.d. Dampness or extreme cold would often render the system inoperable.
46. Which of the following is not a way that firefighters are alerted through a radio alarm box?
a. Vocally through P.A. system c. Red light indicatorb. Audible signal d. Printed record of location
47. Firefighter A says that callers using a radio alarm box can select ambulance, police, or fire service options on some boxes.Firefighter B says that radio alarm boxes are nothing more than a radio transmitter with battery or wound-spring alternator power supply.Who is right?
a. Firefighter A c. Both A and Bb. Firefighter B d. Neither A nor B
TWO-WAY RADIOUsed most often by fire department
personnel
Uses CB channel 9, the universal citizen’s band (CB) radio frequency
Uses radio handle instead of a callback number
TS 18–23
WALK-INSSome 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
TS 18–24
WIRED TELEGRAPH CIRCUIT BOXHave been eliminated in many localities
due to vandalism and false alarms
OperationPressed 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
Telephone can be used for additional information through direct voice contact
RADIO FIRE ALARM BOX
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
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
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
May have feature that allows caller to select fire, police, or ambulance service
May have two-way communications capabilities
TS 18–27b
REPORTING AN EMERGENCY FROM A TELEPHONE
Dial the appropriate number:9-1-1Fire department 7-
digit number “0” for the operator
Give address, with cross streets or landmarks if possible.
State your name and location.
TS 18–28
• Give the telephone number from which you are calling.
• State the nature of the emergency.
• 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.
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.
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
Vocal alarm
Teletype
House bell or gong
House light
Telephone from telecommunicator on secure phone line
Telegraph register
Radio with tone alert
TS 18–31
ALERTING UNSTAFFED STATIONSPagers
Home electronic monitors
Telephones
Sirens
Whistles or air horns
TS 18–32
GUIDELINES FOR TWO-WAY RADIO USE
Follow the five communication Cs.
Know your department’s radio operating procedures.
Do not transmit until you have determined that the air is clear.
Think about what you are going to say before transmitting.
Use only your assigned frequency.
TS 18–33a
GUIDELINES FOR TWO-WAY RADIO USE (cont.)
Hold the microphone 1 to 2 inches (25 mm to 50 mm) from your mouth at a 45-degree angle.
Know that any unit working at a fire or rescue scene has priority over any other transmission.
Use the radio only for fire department business.
Avoid unnecessary transmissions.
Transmit only essential information: Be brief, accurate, and to the point.
TS 18–33b
GUIDELINES FOR TWO-WAY RADIO USE (cont.)
Transmit complete information.
Transmit only one task at a time.
Identify yourself in every transmission according to your department’s policies and procedures.
Speak at a moderate rate, slightly louder than normal but in a calm, clear manner.
Do not eat or chew gum while using the radio.
TS 18–33c
GUIDELINES FOR TWO-WAY RADIO USE (cont.)
Make the message impersonal.
Acknowledge every message by repeating it to the sender.
Avoid laying the microphone on the vehicle seat because the switch may be pressed and cause interference.
Avoid radio frequency burns by not touching the antenna when transmitting.
Be polite and professional.
TS 18–33d
TWO-WAY RADIO ETIQUETTE Never transmit a message that could bring
liability or embarrassment to the department.
Do not use profane or obscene language on
the air.
TS 18–36
ARRIVAL REPORTAddress, particularly if
other than the one initially reported
Building and occupancy description
Nature and extent of fire
Attack mode selected
Rescue and exposure problems
Instructions to other responding units
Location of incident command position
Establishing command
TS 18–37
PROGRESS REPORT
Transfer of command
Change in command location
Progress (or lack of) in situation control
Direction of fire spread
Exposures by direction, height, occupancy, and distance
Any problems or needs
Anticipated actions
TS 18–38
TACTICAL CHANNELSLarger incidents may require using several
channels to allow for clear and timely exchanges of information
Telecommunicator’s responsibilitiesAssigning operational frequencyEnsuring current response of additional units
is acknowledgedNotifying other agencies and servicesProviding updated information
TS 18–39
EMERGENCY RADIO TRAFFICWeak signals from portable and mobile
radios
Firefighters in distress
TS 18–40
EVACUATION SIGNALSMay be a broadcast radio message ordering
evacuation
May be an audible warning sounded on apparatus for an extended time
TS 18–41
HomeworkSelect facts about tactical channels, emergency radio traffic, and evacuation signals. Write the
correct letters on the blanks.
48. Which of the following statements about using radio channels to support tactical operations is not true?
a. Large incidents may require the use of several radio channels.b. Separate channels may be needed for command, tactical, and support functions.c. The incident commander should notify other agencies and services of the need to respondd. Dispatch units on one channel and then switch to a tactical channel upon arrival at the
scene.
49. Who should assign an operational frequency for the management of an incident?
a. The fire marshal c. The telecommunicator b. The operations officer d. The command post driver
50. Which of the following statements is true with regard to emergency radio traffic?
a. Personnel on the scene are in a better position to pick up emergency traffic than are telecommunications centers.
b Because emergency transmissions are brief, it is not necessary for the telecommunicator to advise other units to stand by in order to receive emergency transmissions.
c. The telecommunicator is helpless to aid firefighters in distressd. The sender should announce that the transmission is an emergency message at the
beginning of the transmission.
Homework
51. The two most common ways for command personnel to signal firefighters that they should evacuate a burning building are to transmit an evacuation signal on the two-way radio and to ___.
a. Sound the audible warning devices on the on-scene apparatus for an extended period of time
b. Personally contact each firefighter at the scene
c. Provide visual and audio withdrawal signals
d. Pass the word to evacuate down the attack line
52. Firefighter A says that all radio equipment will automatically stand by when a radio message that carries emergency traffic is initiated.Firefighter B says that first-arriving companies should use the radio to provide communications with a size-up report of the conditions observed on arrival at the scene.Who is correct?
a. Firefighter A c. Both A and B
b. Firefighter B d. Neither A nor B
RESPONSIBILITIES IN SUMMONING ADDITIONAL RESPONSE
Incident commanderCalling for additional
responses Ordering multiple
alarms Each communications
team supervisor
Maintaining constant contact with the team
Following local IMS and SOPs for communication with IC and telecommunications center
TS 18–1
• All firefighters Knowing procedures for
requesting additional alarms
Knowing signals used for multiple and special alarms
Knowing number and types of units that respond to alarms
LOCAL PROTOCOL IN SUMMONING ADDITIONAL RESPONSE
Requesting additional alarms
Multiple and special alarm signals
Numbers and types of units that respond to various alarms
How teams request assistance
TS 18–2
HomeworkSelect facts about making calls for additional response. Write the correct letters on the blanks.
53. Who normally calls for additional responses or orders multiple alarms?a. The first team member to recognize the need b. The supervisor of the team needing assistance c. The incident commander
d. The dispatcher
54. All firefighters should know the local procedures for requesting ___.a. Transfer to another department b. Incident termination c. Additional alarms d. All-clear signals
55. Firefighter A says that firefighters need not know the number of units that respond to alarms.Firefighter B says that firefighters need not know the types of units that respond to alarms.Who is right?
a. Firefighter A b. Firefighter B c. Both A and B d. Neither A nor B
56. Firefighters need to know the signals for ___.a. Breaks and lunch b. Multiple and special alarms c. Turning and backing apparatus d. Speeding up or slowing down a response
57. Each response team should have a supervisor who is in constant contact with the team and who can ___.
a. Follow local IMS and SOPs for communication with the IC and telecommunications centerb. Terminate the incident on his or her own authority c. Sound the evacuation alarm if requiredd. Evaluate the team’s compliance with local IMS and SOPs
REASONS FOR INCIDENT REPORTS
Providing data on types of emergencies
Providing data on the economic impact of emergencies
Providing information about the health and safety impact of emergencies
Helping evaluate department preparedness
Helping evaluate response effectiveness
TS 18–3a
REASONS FOR INCIDENT REPORTS (cont.)
Providing information on the status and condition of equipment
Assisting with legal issues and insurance claims
Justifying budget requests, code enforcement, and resource allocations
Evaluating needs of department and community in order to improve department’s level of service
TS 18–3b
HOW INCIDENT REPORTS MAY BE REPORTED
Handwritten
Directly entered into computer in state/ departmental format by officer in charge
Input into computer using National Fire Incident Reporting System (NFIRS) uniform data collection system format
TS 18–4
INFORMATION IN AN INCIDENT REPORTIdentifying information
Fire department nameIncident numberDistrict name/numberShift numberNumber of alarms
Names and addresses of the occupant(s) and/or owner(s)
TS 18–5a
INFORMATION IN AN INCIDENT REPORT (cont.)
Information about structure
Type
Primary use
Construction type
Number of stories
TS 18–5b
• How the emergency was reported
9-1-1
Walk-in
Radio
Alarm box
INFORMATION IN AN INCIDENT REPORT (cont.)
Type of call
Fire
Rescue
Medical
Haz Mat
TS 18–5c
• Action taken
Investigation
Extinguishment
Rescue
Mitigation
INFORMATION IN AN INCIDENT REPORT (cont.)
Property use information Single-family dwelling Paved public street
Number of injuries and/or fatalities
Number of personnel who responded
Type of apparatus that responded
TS 18–5d
• How and where fire or incident started
• Method used to extinguish fire or mitigate situation
• Estimated cost of damage
• Remarks/comments
RESULTS OF INACCURATE REPORTSUnfavorable legal decisions
Incorrect methods, which endanger firefighters
Departmental failure to obtain required resources or develop required procedures
Unprepared department that poses a threat to public safety
TS 18–6
SOURCES OF REPORTINFORMATION
Incident Commander
Dispatch Log
Hospital Records
Interview with Property Owner
Investigation Report
Pre-incident Survey
TS 18–7