Essentials of Fire Fighting , 5 th Edition

Essentials of Fire Fighting, 5th Edition

Chapter 19 — Fire Department Communications

Firefighter I

Firefighter I19–2

Chapter 19 Lesson Goal

• After completing this lesson, the student shall be able to communicate effectively by radio and telephone following the policies and procedures set forth by the authority having jurisdiction (AHJ).

Firefighter I19–3

Specific Objectives

1.Describe communication responsibilities of the firefighter. 2.Summarize necessary skills for fire department communication. 3.Describe basic communications equipment used in telecommunications centers.

(Continued)

Firefighter I19–4

Specific Objectives

4.Describe basic business telephone courtesies. 5. Explain how a firefighter should proceed when receiving emergency calls from the public. 6.Describe types of public alerting systems.

(Continued)

Firefighter I19–5

Specific Objectives

7.Describe procedures that the public should use to report a fire or other emergency. 8. Discuss ways of alerting fire department personnel to emergencies. 9.Summarize guidelines for radio communications. (Continued)

Firefighter I19–6

Specific Objectives

10. Describe information given in arrival and progress reports. 11. Explain the purpose of tactical channels. 12. Discuss calls for additional resources and emergency radio traffic.

(Continued)

Firefighter I19–7

Specific Objectives

13. Discuss evacuation signals and personnel accountability reports. 14. Handle business calls and reports of emergencies. (Skill Sheet 19-I-1) 15. Use a portable radio for routine and emergency traffic. (Skill Sheet 19-I-2)

Firefighter I19–8

Communication Responsibilities: Telecommunicator

• Has a role which is different from but just as important as other personnel

• Usually full-time professional communications specialists

(Continued)

Firefighter I19–9

Communication Responsibilities: Telecommunicator

• Must process calls from unknown and unseen individuals

(Continued)

Firefighter I19–10

Communication Responsibilities: Telecommunicator

• Must be able to obtain complete, reliable information

• Must gather information from the caller, then dispatch emergency responders

(Continued)

Firefighter I19–11

Communication Responsibilities: Telecommunicator

• Must know where emergency resources are in relation to the reported incident

• Need to know not only which units to assign but also how to alert

Firefighter I19–12

Communication Responsibilities: Telecommunicator

• Must stay in contact with the Incident Commander (IC)

• Must keep records of each request for assistance

Firefighter I19–13

Customer Service

• Consumer of emergency services is the general public

• Telecommunicator has first contact with the public during an emergency

• Often receive calls from people in the community seeking assistance or information

Firefighter I19–14

Necessary Traits or Personal Characteristics

• Adjust to various levels of activity• Handle multitasking• Make decisions and judgments

based on common sense and values

• Maintain composure• Form conclusions from

disassociated facts.(Continued)

Firefighter I19–15

Necessary Traits or Personal Characteristics

• Handle criticism• Remember and recall information• Deal with verbal abuse• Function under stress• Maintain confidentiality

Firefighter I19–16

Communication Skills

• Basic reading skills • Basic writing skills • Ability to speak clearly • Ability to follow written and verbal

instructions

Firefighter I19–17

Map Reading

• Critical to be able to look at a map and locate specific points

(Continued)

Firefighter I19–18

Map Reading

• Wildland responsibilities• Computer-Aided Dispatch (CAD)

systems • Automatic Vehicle Locating (AVL)

system • Cellular phones

Firefighter I19–19

Common Communications Equipment

• Two-way base radio • Tone-generating

equipment• Telephones • Direct-line phones

(Continued)

Firefighter I19–20

Common Communications Equipment

• Computers • Recording systems or devices • Alarm-receiving equipment

Firefighter I19–21

Alarm-Receiving Equipment

• Telephones – Commercial

phone systems – Direct lines – TDD/TTY/text

phone – Wireless (cellular)

(Continued)

Firefighter I19–22

Alarm-Receiving Equipment

• Fax machines • Radios

– Base radios, mobile radios, portable radios

Firefighter I19–23

Radio Guidelines

• Realize that all radio transmissions can be monitored

• Use self-discipline and good judgment

(Continued)

Firefighter I19–24

Radio Guidelines

• Plan exactly what is intended to be said.

• Do not use slang or jargon.

• It is inappropriate to use anyone’s name in a radio message.

Firefighter I19–25

Computer-Aided Dispatch (CAD) Systems

• Assist or aid the performance of the telecommunicator

• Can shorten response times or enable a greater volume of calls

• Can reduce the amount of radio traffic

(Continued)

Firefighter I19–26

Computer-Aided Dispatch (CAD) Systems

• Available in various designs• May not be needed by smaller

organizations

Firefighter I19–27

Recording Information

• Voice recorders – Document information– Accurate account of

operations– Protect in case of

litigation– Document evidence– Continuously running – Intermittently running

(Continued)

Firefighter I19–28

Recording Information

• Radio logs – Record the incident and

location of each activity– A manual system

written on paper– Usually a chronological

recording– Include incident

information

Firefighter I19–29

Basic Telephone Courtesies

• Answer calls promptly• Be pleasant and identify the

department or company and self• Be prepared to record messages

accurately

(Continued)

Firefighter I19–30

Basic Telephone Courtesies

• Never leave the line open or a caller on hold for an extended period of time

• Post the message or deliver the message promptly

• Terminate calls courteously; always allow the caller to hang up first

Firefighter I19–31

Receiving Emergency Calls from the Public

• Identify the agency• Control the

conversation– Ask questions to

get the information needed

– Assertive voice– Follow SOPs (Continued)

Firefighter I19–32

Receiving Emergency Calls from the Public

• Gather information– Incident location– Type of incident/situation– Number of people injured or trapped

• Get the exact location of the victims

(Continued)

Firefighter I19–33

Receiving Emergency Calls from the Public

• If it is safe to do so, keep the caller on the line and get– Name– Location if different from the incident

location– Callback telephone number– Address

(Continued)

Firefighter I19–34

Receiving Emergency Calls from the Public

• Ask the caller if it is safe to remain on the phone

• Record the answers to all questions

• Maintain communications with all units until the call has been terminated

Firefighter I19–35

Public Alerting Systems

• Telephone– Fire department

emergency number may be 9-1-1, a 7-digit number, or “0” for the operator

Firefighter I19–36

Public Alerting Systems: Basic 9-1-1

• Customer dials 9-1-1 and the phone rings at the communications center

• Additional features – Called party hold – Forced disconnect – Ringback – Automatic number identification

Firefighter I19–37

Public Alerting Systems: Enhanced 9-1-1 (E-9-1-1)

• Combine telephone and computer equipment (such as CAD) to provide information such as:– Caller’s location and phone number– Directions to the location– Other information about the address

(Continued)

Firefighter I19–38

Public Alerting Systems: Enhanced 9-1-1 (E-9-1-1)

• Displays the location from which the call is being made

• Allows help to be sent even if the caller is incapable of identifying location

• Does not work with wireless telephones

Firefighter I19–39

Public Alerting Systems: Radio

• Likely to come from fire department personnel or other government workers who happen upon an emergency

• Gather the same kind of information that would be taken from a telephone caller

(Continued)

Firefighter I19–40

Public Alerting Systems: Radio

• Some fire departments monitor citizens band (CB) radio frequencies for reports of emergencies

Firefighter I19–41

Public Alerting Systems: Walk-ins

• Citizens may walk into a fire station and report an emergency

• Whoever greets the citizen should ascertain the location and type of incident (Continued)

Firefighter I19–42

Public Alerting Systems: Walk-ins

• Get the reporting party’s name, address, and telephone number

• Local policy dictates what steps should be taken once information has been obtained

(Continued)

Firefighter I19–43

Public Alerting Systems: Wired Telegraph Circuit Boxes

• Historically installed on street corners

• Connected to a wired telegraph circuit that was connected to all fire stations in the jurisdiction

(Continued)

Firefighter I19–44

Public Alerting Systems: Wired Telegraph Circuit Boxes

• Still maintained by some cities • Operation uses a lever• Extremely reliable, but also limited• Only transmit location of box• Notorious for malicious false

alarms• Have diminished in need

Firefighter I19–45

Public Alerting Systems: Telephone Fire Alarm Box

• A fire alarm box equipped with a telephone for direct voice contact with a telecommunicator

• May be used in combination with telegraph circuits

Firefighter I19–46

Public Alerting Systems: Radio Fire Alarm Box

• Contains an independent radio transmitter with a battery power supply

• Some include a small solar panel for recharging the unit’s battery

(Continued)

Firefighter I19–47

Public Alerting Systems: Radio Fire Alarm Box

• Some feature a spring-wound alternator to provide power when the operating handle is pulled

• Types– Activating the alarm in radio boxes alerts by

an audible signal, visual light indicator, and a printed record indicating the location

– Some systems also have a different-colored light that indicates a test or temper signal

(Continued)

Firefighter I19–48

Public Alerting Systems: Radio Fire Alarm Box

• The printing devices in some systems print – Date– Time of day in 24-hour time– Message sent by the box– Box number– Coded signal that indicates the

strength of the battery within the box

(Continued)

Firefighter I19–49

Public Alerting Systems: Radio Fire Alarm Box

• Some are designed to allow a person to select fire, police, or ambulance service

• May be located along roads, highways, and in rural areas and have two-way communications capabilities

Firefighter I19–50

Reporting a Fire or Other Emergency by Telephone

• Dial the appropriate number– 9-1-1 – Fire department 7-digit number– “0” for the operator

• State the address where the emergency is located.

• If no address, give the nearest cross streets or describe nearby landmarks.

(Continued)

Firefighter I19–51

Reporting a Fire or Other Emergency by Telephone

• Give the telephone number from which the call was made.

• State the nature of the emergency.• State name and location.• Stay on the line if requested to do

so by the telecommunicator.

Firefighter I19–52

Reporting a Fire or Other Emergency From a Fire Alarm Telegraph Box

• Send signal as directed on the box• If safe to do so, stay at the box

until firefighters arrive

Firefighter I19–53

Reporting a Fire or Other Emergency From a Local Alarm Box

• Send signal as directed on the box• Notify the fire department by

telephone

Firefighter I19–54

Alerting Fire Department Personnel: Staffed Stations

• Computerized line printer or terminal screen with alarm

• Voice alarm• Teletype• House bell or gong• House light

(Continued)

Firefighter I19–55

Alerting Fire Department Personnel: Staffed Stations

• Telephone from telecommunicator on secure phone line

• Telegraph register• Radio with tone alert• Radio/pagers

Firefighter I19–56

Alerting Fire Department Personnel: Unstaffed Stations

• Pagers • Cellular telephones and other

devices with text-messaging capabilities

• Home electronic monitors • Telephones • Sirens • Whistles or air horns

Firefighter I19–57

Guidelines for Radio Communications

• Use plain English or clear text without codes of any kind – Clear text — Standardized set of fire-

specific words and phrases, often used in the wildland fire community

• Use a moderate rate of speaking

(Continued)

Firefighter I19–58

Guidelines for Radio Communications

• Use a moderate amount of expression in speech

• Use a vocal quality that is not too strong or weak

• Keep things such as gum and candy out of the mouth

(Continued)

Firefighter I19–59

Guidelines for Radio Communications

• Be concise and to the point • Think about what should be said

before keying the microphone

(Continued)

Firefighter I19–60

Guidelines for Radio Communications

• Everyone on the fireground should follow two basic rules – Units must identify themselves in

every transmission– The receiver must acknowledge

every message

(Continued)

Firefighter I19–61

Guidelines for Radio Communications

• Do not transmit until the frequency is clear

• Any unit working at an emergency scene has priority over routine transmissions

• Do not use profane or obscene language on the air

(Continued)

Firefighter I19–62

Guidelines for Radio Communications

• All radio frequencies are monitored

• Hold the radio/microphone 1 to 2 inches (25 mm to 50 mm) from the mouth (Continued)

Firefighter I19–63

Guidelines for Radio Communications

• On the emergency scene– Avoid laying the microphone on the

seat of the vehicle– Do not touch the antenna when

transmitting

Firefighter I19–64

Arrival Reports

• Also called a report on conditions or situation report

• Establish a time of arrival and inform other responding units of what actions might be needed (Continued)

Firefighter I19–65

Arrival Reports

• Format– Situation found – Action(s) taken/actions to be taken– Command status

(Continued)

Firefighter I19–66

Arrival Reports

• Some situations require more detail – Address, if other than the one initially

reported– Building and occupancy description– Nature and extent of fire or other

emergency– Attack mode selected (Continued)

Firefighter I19–67

Arrival Reports

• Some situations require more detail (cont.)– Rescue and exposure problems– Instructions to other responding units– Location of Incident Command

position– Establishing Command– Water supply situation

Firefighter I19–68

Progress Reports

• Are used to keep the communications center continually advised

Firefighter I19–69

Progress Report Items

• Transfer of Command

• Change in command post location

• Progress (or lack of) toward incident stabilization

• Direction of fire spread

(Continued)

Firefighter I19–70

Progress Report Items

• Exposures by direction, height, occupancy, and distance

• Any problems or needs• Anticipated actions

Firefighter I19–71

Tactical Channels

• Most often used for large incidents

• Small routine incidents usually do not require a tactical channel

• In many departments, units are initially dispatched on the primary dispatch channel

(Continued)

Firefighter I19–72

Tactical Channels

• Upon arrival on the scene, units may switch to an assigned tactical channel

Firefighter I19–73

Tactical Channels: Telecommunicator Roles

• Assign a tactical frequency • Ensure additional responding

units are aware of the assigned tactical channel

• Notify other agencies and services of the incident and the need for them to respond

• Provide updated information

Firefighter I19–74

Calls for Additional Resources

• Normally, only the Incident Commander may strike multiple alarms or order additional resources

• Know local procedure for requesting additional resources

• Be familiar with alarm signals(Continued)

Firefighter I19–75

Calls for Additional Resources

• When multiple alarms are struck, a radio-equipped mobile communications vehicle can be used to reduce the load on the communications center

• Firefighters must be able to communicate the need for team assistance

Firefighter I19–76

Emergency Radio Traffic

• Person transmitting the message should make the urgency clear

• Telecommunicator should give an attention tone, advise all other units to stand by, and then advise the caller to proceed

(Continued)

Firefighter I19–77

Emergency Radio Traffic

• After the emergency communication is complete, telecommunicator notifies all units to resume normal or routine radio traffic

Firefighter I19–78

Evacuation Signals

• Are used when the IC decides that all firefighters should immediately withdraw

• All firefighters should be familiar with their department’s method of sounding an evacuation signal

(Continued)

Firefighter I19–79

Evacuation Signals

• Radio broadcast– Similar to emergency traffic

broadcast– Message is broadcast several times

(Continued)

Firefighter I19–80

Evacuation Signals

• Audible warning devices– Will work outside small structures– May not be heard by everyone – Can be confused with those being

used by units arriving at the scene

Firefighter I19–81

Personnel Accountability Report (PAR)

• A systematic way of confirming the status of any unit operating at an incident

• When requested, every supervisor must verify the status of those under his or her command

(Continued)

Firefighter I19–82

Personnel Accountability Report (PAR)

• May have to rely on touch or hearing to verify each member’s status

• Others in the chain of command must rely on radio reports from their subordinates

(Continued)

Firefighter I19–83

Personnel Accountability Report (PAR)

• Command can request a PAR at any time, but one is usually requested when:– The incident is declared under control– There is a change in strategy – There is a sudden catastrophic event – There is an emergency evacuation– A firefighter is reported missing or in

distress

Firefighter I19–84

Summary

• Fire alarms or calls for help must be handled expediently and accurately. If they are not, incidents can increase in size and severity.

(Continued)

Firefighter I19–85

Summary

• Fire department communications are a critical factor in the successful outcome of any incident. The better the communications, the safer the incident.

(Continued)

Firefighter I19–86

Summary

• Firefighters must know how to handle both emergency and routine communications, including nonemergency calls for business purposes or public inquiries made directly to the station.

(Continued)

Firefighter I19–87

Review Questions

1.What communication skills are necessary for fire department communications? 2.What is computer-aided dispatch (CAD)? 3.List three basic business telephone courtesies.

(Continued)

Firefighter I19–88

Review Questions

4.What actions should be taken when receiving an emergency call from a citizen? 5.How should the public report a fire or other emergency using a telephone?