Transcript Essentials - District 1 Fire Academy

Essentials of Fire Fighting,
5th Edition
Chapter 19 — Fire Department
Communications
Firefighter I
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 I
19–1
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 I
19–2
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 I
19–3
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
(Continued)
communications.
Firefighter I
19–4
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 I
19–5
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 I
19–6
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 I
19–7
Communication Responsibilities:
Telecommunicator
• Must process calls from
unknown and unseen
individuals
(Continued)
Firefighter I
19–8
Communication Responsibilities:
Telecommunicator
• Must be able to obtain complete,
reliable information
• Must gather information from the caller,
then dispatch emergency responders
(Continued)
Firefighter I
19–9
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 I
19–10
Communication Responsibilities:
Telecommunicator
• Must stay in contact with the Incident
Commander (IC)
• Must keep records of each request for
assistance
Firefighter I
19–11
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 I
19–12
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 I
19–13
Necessary Traits or Personal
Characteristics
•
•
•
•
•
Handle criticism
Remember and recall information
Deal with verbal abuse
Function under stress
Maintain confidentiality
Firefighter I
19–14
Communication Skills
•
•
•
•
Basic reading skills
Basic writing skills
Ability to speak clearly
Ability to follow written and verbal
instructions
Firefighter I
19–15
Map Reading
• Critical to be
able to look at
a map and
locate specific
points
(Continued)
Firefighter I
19–16
Map Reading
• Wildland responsibilities
• Computer-Aided Dispatch (CAD)
systems
• Automatic Vehicle Locating (AVL)
system
• Cellular phones
Firefighter I
19–17
Common Communications
Equipment
• Two-way base radio
• Tone-generating
equipment
• Telephones
• Direct-line phones
(Continued)
Firefighter I
19–18
Common Communications
Equipment
• Computers
• Recording systems or devices
• Alarm-receiving equipment
Firefighter I
19–19
Alarm-Receiving Equipment
• Telephones
– Commercial phone
systems
– Direct lines
– TDD/TTY/text phone
– Wireless (cellular)
(Continued)
Firefighter I
19–20
Alarm-Receiving Equipment
• Fax machines
• Radios
– Base radios, mobile
radios, portable
radios
Firefighter I
19–21
Radio Guidelines
• Realize that all radio
transmissions can be
monitored
• Use self-discipline
and good judgment
(Continued)
Firefighter I
19–22
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 I
19–23
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 I
19–24
Computer-Aided Dispatch (CAD)
Systems
• Available in various designs
• May not be needed by smaller
organizations
Firefighter I
19–25
Recording Information
• Voice recorders
– Document information
– Accurate account of
operations
– Protect in case of litigation
– Document evidence
– Continuously running
– Intermittently running
Firefighter I
19–26
(Continued)
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 I
19–27
Basic Telephone Courtesies
• Answer calls promptly
• Be pleasant and identify the department
or company and self
• Be prepared to record messages
accurately
(Continued)
Firefighter I
19–28
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 I
19–29
Receiving Emergency Calls from
the Public
• Identify the agency
• Control the
conversation
– Ask questions to get
the information
needed
– Assertive voice
– Follow SOPs
Firefighter I
19–30
(Continued)
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 I
19–31
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 I
19–32
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 I
19–33
Public Alerting Systems
• Telephone
– Fire department
emergency number
may be 9-1-1, a 7digit number, or “0”
for the operator
Firefighter I
19–34
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 I
19–35
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 I
19–36
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 I
19–37
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 I
19–38
Public Alerting Systems: Radio
• Some fire departments monitor citizens
band (CB) radio frequencies for reports
of emergencies
Firefighter I
19–39
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
Firefighter I
19–40
(Continued)
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 I
19–41
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 I
19–42
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 I
19–43
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 I
19–44
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 I
19–45
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 I
19–46
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 I
19–47
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 I
19–48
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 I
19–49
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 I
19–50
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 I
19–51
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 I
19–52
Alerting Fire Department
Personnel: Staffed Stations
• Computerized line
•
•
•
•
printer or terminal
screen with alarm
Voice alarm
Teletype
House bell or gong
House light
Firefighter I
19–53
(Continued)
Alerting Fire Department
Personnel: Staffed Stations
• Telephone from telecommunicator on
secure phone line
• Telegraph register
• Radio with tone alert
• Radio/pagers
Firefighter I
19–54
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 I
19–55
Guidelines for Radio
Communications
• Use plain English or clear text without
codes of any kind
– Clear text — Standardized set of firespecific words and phrases, often used in
the wildland fire community
• Use a moderate rate of speaking
(Continued)
Firefighter I
19–56
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 I
19–57
Guidelines for Radio
Communications
• Be concise and to the point
• Think about what should be said before
keying the microphone
(Continued)
Firefighter I
19–58
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 I
19–59
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 I
19–60
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 I
19–61
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 I
19–62
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 I
19–63
Arrival Reports
• Format
– Situation found
– Action(s) taken/actions to be taken
– Command status
(Continued)
Firefighter I
19–64
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 I
19–65
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 I
19–66
Progress Reports
• Are used to keep the communications
center continually advised
Firefighter I
19–67
Progress Report Items
• Transfer of Command
• Change in command
post location
• Progress (or lack of)
toward incident
stabilization
• Direction of fire spread
(Continued)
Firefighter I
19–68
Progress Report Items
• Exposures by direction, height,
occupancy, and distance
• Any problems or needs
• Anticipated actions
Firefighter I
19–69
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 I
19–70
Tactical Channels
• Upon arrival on the scene, units may
switch to an assigned tactical channel
Firefighter I
19–71
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 I
19–72
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 I
19–73
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 I
19–74
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 I
19–75
Emergency Radio Traffic
• After the emergency communication is
complete, telecommunicator notifies all
units to resume normal or routine radio
traffic
Firefighter I
19–76
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 I
19–77
Evacuation Signals
• Radio broadcast
– Similar to emergency traffic broadcast
– Message is broadcast several times
(Continued)
Firefighter I
19–78
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 I
19–79
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 I
19–80
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 I
19–81
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 I
19–82
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 I
19–83
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 I
19–84
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 I
19–85
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 I
19–86
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?
Firefighter I
19–87