HERO UNIT Training Module

1. HERO UNIT Training Module Radio/TelephoneProtocol

2. Overview This course is designed to provide the HERO Operator with guidelines for both the operation of a portable radio, utilizing the ten codes and signals, and a hand held cell phone.

3. Course Outline • Radio Protocol • Guidelines for usage • Common problems • Reminders • Ten Codes and Signals • Why are they used? • Numeral Pronunciation • Cellular Phone Protocol • Summary

4. Radio Protocol • Guidelines • Turn off the truck radio (siren when possible) before keying the mike • Wait a few seconds before talking after keying the mike • Remember the acronym C-Y-M-B-A-L Color Year Make (Model) Body Any other identifiers License Plate (State first, then letters and numbers)

5. Radio Protocol • Guidelines • When describing people its: Race Gender Height Weight Hair Clothes • Always provide a tag number when assisting a stranded motorist – SAFETY is the #1 Rule

6. Radio Protocol • Guidelines • Always know your location and situation before keying your mike • Speak slowly and calmly • Be clear • Be concise • Be correct

7. Radio Protocol • Guidelines • Keep your radio “on”, and with you at all times, while on duty • The use of profanity, while transmitting, is prohibited • Never dispatch 10-60 for yourself – contact the TMC for back up • Do not call the TMC or other operators with food or objects in your mouth • Do not yell into the radio • Do not put the mike so close to your mouth that what you say becomes muffled

8. Radio Protocol • Guidelines • Do not use the word “request” (10-52, 10-53, 10-60, etc.) just use the ten codes • Refrain from using phrases such as “Be advisedthat…” or “its going to be a…” • Do not use “possible, probable, and partial” (Possible 10-41, lane 2 is partially blocked) either it is or it isn’t

9. Radio Protocol • Common Problems • Speaking too fast • The average person speaks 90-100 words per minute • The average person can only copy 30-50 words per minute, when using abbreviations • Not Speaking Clearly • Using “ah” is unacceptable. Do not key the mike unless you know what you are going to say!

10. Radio Protocol♦ Reminders ♦ • Keep transmissions brief. Should not be longer than 30seconds • If the transmission is long, re-key the mike • Make sure you don’t leave your mike hanging open • NEVER leave your radio unattended • Avoid “front end clipping”(failure to depress the transmit switch before beginning the broadcast) • When there is heavy radio traffic, like during an emergency, listen for a second or two before keying the mike, to ensure that you don’t “step” on another transmission.

11. Ten Codes • Why are they used? The purpose is to be able to rapidly and accurately handle official dispatches, messages and information between mobile units and the TMC, between the TMC and other departments within the system. These abbreviated codes are used to help avoid some of the miscommunication when talking on the radio during an emergency scene and to reduce “airtime”.

12. 10-Codes

13. Signals (Phonetic Alphabet) • Why are they used? This system of communication is used to make the spelling of names and reading of license plates less confusing. Since many of the letters sound alike, in the event of a poor transmission, the dispatcher might misunderstand one of the letters the operator is saying. For example, the letters “B” and “E” might be confused. To avoid this, instead of the operator saying, “B”, the word “Bravo” would be used. A tag with the license plate reading FCS-876 would be read as follows, “Fox trot, Charlie, Sierra -876”.

14. Phonetic Alphabet A AlfaJ Juliet S Sierra B BravoK KiloT Tango C CharlieL LimaU Uniform D DeltaM MikeV Victor E EchoN NovemberW Whisky F FoxtrotO Oscar X X-ray G GolfP PapaY Yankee H HotelQ QuebecZ Zulu I India R Romeo

15. Numeral Pronunciation NumberPronunciation One Wun Two Too Three Thruee Four Fower Five Fie-Yiv Six Siks Seven Sev-von Eight Ate Nine Nie-Yon Zero Zeero

16. Cell Phone Protocol The cell phone is NOT to be used for personal calls (incoming or outgoing) The cell phone is issued to you and is therefore your responsibility. If you lose your cell phone you will be subject to replacement cost.

17. Cell Phone Protocol • Cell phone numbers are restricted and shall not be given out • A cell phone log is required of HERO operators and must be completed for each call made and received on a daily basis. • Motorists are allowed one (1) “Courtesy Call”, the HERO operator should: • Dial the number for the motorist • Insure that the call does not exceed 2 minutes • Conversation should be related to the problem at hand • If assistance isn’t secured on the first call, you may allow the motorist to make 1 additional call

18. Cell Phone Protocol The cell phone is also a means of BACKUP communication. Use it when all else fails. Maintain your cell phone, keep the battery charged and your phone clean.

19. Summary “Communication is the Key” TMC HERO Operator

20. THE END Questions or Discussions