Transcript Chapter 3 Communications and Alarms

Chapter 3
Communications and Alarms
Introduction
• This chapter covers:
– Effective emergency response
– Effective telecommunication
– Proactive measures to ensure
communication quality:
• Teaching communications skills to
employees
• Upgrading communications systems
• Incorporating modern technology
3.2
Figure 3-1 The communications process must be complete
and clearly understood in order to be effective.
3.3
Communications Personnel
• Receives emergency requests from
citizens
– Evaluates need for response
– Sounds the alarm that starts first responders
• Provide pre-arrival instructions
• NFPA 1061 standard outlines behavioral
characteristics
• Quality training program; work performance
evaluation
• Adequate staffing level at communications
centers
3.4
The Communications Facility
• Many different configurations
– All receive and disseminate emergency and nonemergency information
• NFPA 1221 standards for construction of
emergency communications centers
– Built in area where little risk of damage
– Limited traffic, limited exposure to man-made
hazards
– Few windows; all outside entrances monitored
– Backup power systems use automatic switching
devices
3.5
Computers in the Fire Service
• Many departments incorporate computer
systems in the communications systems
• Computer-aided dispatch (CAD) systems
– Handle increased call volume
• Uses for computers:
– Create and store records on incidents and
activities
– Aid in statistical analysis
– Provide remote locations with information
– Allow access to off-site databases for training or
incident mitigation
3.6
Receiving Reports of
Emergencies
• Call-taking process:
– Receive a report
– Interview
– Referral or dispatch composition
• Speed is very important during
interview
• Telecommunicators must prioritize
calls
– Most important calls should get fastest
attention
3.7
Figure 3-7 This figure illustrates the work flow of call
processing by a public safety telecommunicator.
3.8
Receiving Reports of
Emergencies (cont’d.)
• Calls should be answered in following
priority:
– 9-1-1 and other emergency lines
– Direct lines
– Business or administrative lines
• Telecommunicators should:
– Speak slowly and clearly with good volume
– Project authority and knowledge
– Use plain, everyday language, polite and
friendly
3.9
Receiving Reports of
Emergencies (cont’d.)
• Telecommunicator must control the
conversation
– May be difficult for caller to relay elements of
situation
– Ask short, specific questions
• Non-emergency calls should be
accommodated
– Prior to transferring, provide the number to the
caller
• Obtain the following information:
– Location and nature of the emergency
– Callback number, caller’s location and situation
3.10
Receiving Reports of
Emergencies (cont’d.)
• Once caller provides location, secure
additional information such as landmarks
if safe
• Life safety is of primary importance
– Determine if caller is in danger
– If so, provide pre-arrival instructions
• Information relayed to field units via radio
• Note caller’s proximity to incident location
– Useful in locating incidents
3.11
Receiving Reports of
Emergencies (cont’d.)
• Once sufficient address and incident type
verified, deploy emergency apparatus
• Average citizen will only report one
emergency in a lifetime
• Call takers must ask the right questions to
generate meaningful responses
• Emergency medical calls require much
more information
3.12
Methods of Receiving
Reports of Emergencies
• Common means for receiving
reports:
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Conventional telephones
Wireless or cellular telephones
Emergency call boxes
Automatic alarms
TDD equipment for hearing impaired
Still alarms or walk-ups
3.13
Receiving Reports by
Telephone
• Conventional telephones most commonly
used
• Cellular telephones becoming more popular
• 93 percent of the population of the U.S.
covered by some type of 9-1-1
– 95 percent is enhanced 9-1-1
• Enhanced 9-1-1 service provides telephone
number and address from originating call
• Basic and advanced service available
through residential and business lines
3.14
Receiving Reports via
Cellular Telephones
• Any 9-1-1 calls initiated with cell
phone routed to a predetermined
answering point
• Negative aspects of cell phone use:
– Significant increase in call center volume
– Callers less likely to know their location
– Cell phone manufacturers must provide
means to locate cell phone users
• Satellite technology can provide
exact position
3.15
Receiving Reports via Municipal
Fire Alarm Systems
• Coded or voice message is
generated from an alarm box
– Came into use in late 1800s
• Located in a highly visible place
open to the general public
• Can be hardwired or wireless and
solar-powered
• Discontinued in many cities due to
false alarms
3.16
Figure 3-10 Some call boxes are equipped with signal
switches that allow the caller to select the type of emergency
being reported.
3.17
Receiving Reports via
Automatic Alarm Systems
• Two types of public alarm systems
• Five common types of automatic
alarm monitoring system:
– Local protective signaling system
– Auxiliary protective signaling system
– Remote station protective signaling
system
– Central station protective signaling
system
– Proprietary protective signaling system3.18
Receiving Reports via TDD
• Telecommunications Devices for the
Deaf (TDDs) more common
– Americans with Disabilities Act (ADA)
entitles citizens to equal service from
public agencies
• Communications centers required to
receive calls with specialized
equipment
• Devices serve as a backup when
enhanced 9-1-1 or CAD are present
3.19
Receiving Reports via Still
Alarm or Walk-Ups
• Receiving complete and accurate
information is important
• Protocols for different departments may
vary
• Specific notification systems covered in
departmental protocols
• Ring down circuits, base radio, mobile
radio communicate with the
communications center
– Important to notify communications center
3.20
Figure 3-16 A firefighter relays information from the fire
station to the communications center via direct telephone
circuit.
3.21
Emergency Services Deployment
• Address is the most important information
from the caller
• Emergency response organizations identify
common situations
– Pre-assign a standard response to each situation
• Deployment plan based on apparatus types,
equipment, number of personnel, and skills
• Manual run card system
– Card file containing street and location information
– Predetermined unit assignments for each location
3.22
Emergency Services
Deployment (cont’d.)
• Global Positioning Systems (GPS) aid in
deployment of responders
• Automatic Vehicle Location (AVL) uses
GPS technology to pinpoint incident
location
– Can also detect closest response vehicle
• After determining appropriate deployment
scheme, responders are notified
3.23
Figure 3-18 AVL systems help to locate the response unit
closest to an incident location.
3.24
Emergency Services
Deployment (cont’d.)
• Fire station alerting must comply with
NFPA standards
– Voice message transmitted from
communications center to fire station via vocal
alarm system
• Operate via control unit connected to
telephone circuits or radio transmitter
• Telecommunicator decides appropriate fire
stations to notify and activate
3.25
Traffic Control Systems
• Emergency preemption systems
control traffic signals
– Provide safe transition to priority rightof-way for emergency vehicles
• Systems may allow response vehicle
to change the traffic control signals
en route
• Variety of systems, each using
different technology
3.26
Radio Systems and Procedures
• Once personnel deployed, communicators
provide support
– Radio system is the primary link
• Simplex system: one frequency to transmit
outgoing messages and to receive
incoming
– Advantage: simplistic design; reduced cost
– Disadvantage: limited range; interference
• Duplex system: two frequencies per
channel
• Multisite trunking: multiple transmitters on
different channels
3.27
Figure 3-30 Multisite trunked radio systems provide perhaps the
best coverage and also offer direct benefits associated with the
most efficient use of radio resources.
3.28
Radio Systems and
Procedures (cont’d.)
• Proper radio discipline is important
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Avoid clipping beginning or end of message
Be brief but concise
Avoid touching any radio antenna to avoid burns
Do not eat, or use slang, profanity or jargon
Speak clearly across the microphone
• Portable units should be held perpendicular
to ground with antenna pointing skyward
3.29
Figure 3-31 This figure
shows the proper use of a
mobile radio microphone.
Figure 3-32 Improper use of a
mobile microphone.
3.30
Figure 3-33 The user has
positioned the portable radio
properly and is speaking across
the microphone.
Figure 3-34 This figure shows the
improper positioning of a portable
radio.
3.31
Radio Systems and
Procedures (cont’d.)
• Ten codes make up a predetermined
message
– More confidential and cryptic
– Must be learned and remembered
• Clear speech conveys information, issues
instructions
– Eliminates confusion associated with radio
codes
• Electronic tones alert firefighters to
evacuate
– Some systems use air horns
3.32
Radio Reports
• Communications officer is incident
commander until field units arrive on
scene
• First unit arriving gives size-up
– Brief information about on-scene
conditions
– Clear, precise language
3.33
Radio Reports (cont’d.)
• Size-up contains:
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Correct address
Situation evaluation
Emergency location in the building
Building information, potential occupants
Request for other agency support
Location of on-scene command post
Identity of incident commander
Brief action plan for the incident
3.34
Radio Reports (cont’d.)
• First status report made 10 minutes
into incident
• Follow-up reports every 10 to 15
minutes until situation under control
• Firefighters must call mayday the
moment they may be in trouble
– Mayday must receive priority over the
radio
• Procedures must be in place for
calling a mayday
– Firefighters must know procedures
3.35
Mobile Support Vehicles
• Mobile support vehicles (MSVs)
used for major invents involving fire
and EMS
– Provide an on-scene command post
from which operations can be directed
– Deployment determined by size of
incident, projected duration of activities
• MSVs highly specialized
– Size depends on jurisdiction
3.36
Records
• Complete and accurate communications
center records maintained on all
responses
• Routine practice in most communications
centers to record all emergency traffic
• Fire reports are public record
• Minimum information:
– Call time, units dispatched, dispatch times
– Arrival time, command post information,
requests
– All-clear time, under-control time, back-inservice times for all units
3.37
Lessons Learned
• Telecommunicator is the first
person “on the scene”
– Direct impact of citizens’ impression of
department
– Collects information accurately and
rapidly transmits to first responders
– Answers incoming calls quickly, gains
control of the call, and calms caller
– Makes wise use of all available
resources
– Plays vital role in successful outcome
of an emergency incident
3.38