Chapter 3

1. Chapter 3 Communications and Alarms

2. 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. Figure 3-1 The communications process must be complete and clearly understood in order to be effective.

4. Communications Personnel • Receives emergency requests from citizens • Evaluates need for response • Sounds the alarm that starts first responders • Provide prearrival instructions • NFPA 1061 standard outlines behavioral characteristics • Quality training program; work performance evaluation • Adequate staffing level at communications centers

5. The Communications Facility • Many different configurations • All receive and disseminate emergency and non-emergency 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

6. 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

7. 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

8. Figure 3-7 This figure illustrates the work flow of call processing by a public safety telecommunicator.

9. 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

10. 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

11. 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 prearrival instructions • Information relayed to field units via radio • Note caller’s proximity to incident location • Useful in locating incidents

12. 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

13. Methods of Receiving Reports of Emergencies • Common means for receiving reports: • Conventional telephones • Wireless or cellular telephones • Emergency call boxes • Automatic alarms • TDD equipment for hearing impaired • Still alarms or walk-ups

14. 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

15. 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

16. 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

17. Figure 3-10 Some call boxes are equipped with signal switches that allow the caller to select the type of emergency being reported.

18. 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 system

19. 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

20. 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 • Ringdown circuits, base radio, mobile radio communicate with the communications center • Important to notify communications center

21. Figure 3-16 A firefighter relays information from the fire station to the communications center via direct telephone circuit.

22. Emergency Services Deployment • Address is the most important information from the caller • Emergency response organizations identify common situations • Preassign 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

23. 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

24. Figure 3-18 AVL systems help to locate the response unit closest to an incident location.

25. 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

26. Traffic Control Systems • Emergency preemption systems control traffic signals • Provide safe transition to priority right-of-way for emergency vehicles • Systems may allow response vehicle to change the traffic control signals en route • Variety of systems, each using different technology

27. 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

28. 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.

29. Radio Systems and Procedures (cont’d.) • Proper radio discipline is important • 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

30. Figure 3-31 This figure shows the proper use of a mobile radio microphone. Figure 3-32 Improper use of a mobile microphone.

31. 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.

32. 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

33. 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

34. Radio Reports (cont’d.) • Size-up contains: • 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

35. 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

36. 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

37. 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-in-service times for all units

38. 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