FVCC Fire Rescue

1. FVCC Fire Rescue Communications

2. FIRE DEPARTMENT COMMUNICATIONS • All methods by which the public notifies the communication center of any emergency • All methods by which the center notifies proper fire fighting forces • All methods by which information is exchanged at the scene • Routine communications

3. TS 18–2 IMPORTANCE OF FIRE DEPARTMENT COMMUNICATIONS • The expedient and accurate handling of fire alarms or calls for help is a significant factor in the outcome of any incident. • Failure to quickly communicate the need for help can result in large and tragic losses. • Fire department communications play a critical role in the successful outcome of an incident.

4. TS 18–3 ROLES/RESPONSIBILITIES OF THE TELECOMMUNICATOR • Processing calls from unknown and unseen individuals, usually calling under stressful conditions • Obtaining complete, reliable information from the caller • Prioritizing requests for assistance • Dispatching emergency responders • Staying in contact with the incident commander to receive requests for information and/or additional resources • Keeping records of each request for assistance and how each one was handled

5. TS 18–4 CUSTOMER SERVICE • Proving professional and nonjudgmental service to the general public • Handling a variety of local calls seeking assistance or information • Referring non-emergency callers to the appropriate person or agency

6. VS 18-1 REFERRALS Domestic Abuse Shelters Emergency Housing Shelters American Red Cross Telecommunicator Utility Companies Food Pantries

7. TS 18–5 TELECOMMUNICATOR SKILLS & TRAITS • Maintaining a positive attitude • Working with team members • Adjusting to various levels of activity • Handling multi-tasking • Making decisions and judgments based on common sense and values • Maintaining composure • Forming conclusions from disassociated facts • Handling criticism • Remembering and recalling information • Dealing with verbal abuse • Functioning under stress • Maintaining confidentiality

8. TS 18–6 TELECOMMUNICATOR COMMUNICATION SKILLS • Basic reading skills • Basic writing skills • Ability to speak clearly • Ability to follow written and verbal instructions

9. TS 18–7 TELECOMMUNICATOR MAP READING SKILLS • Computer-Aided Dispatch (CAD) • Automatic Vehicle Locating (AVL) • X, Y, and Z coordinates

10. Homework 1. What are the three phases of a tele-communicator’s role in an emergency response? a. Receive the request, determine the required resources, request the required resources b. Receive the request, relay the request, monitor the response c. Prepare to receive the request, receive the request, relay the request d. Receive the request, relay the request, record information about the request, response, and results 2. Which of the following is not a part of fire department communications? a. Methods by which the public can notify the communications center of an emergency b. Methods by which the center can notify the proper fire fighting forces and relay information between all personnel involved at the scene c. Routine communications, such as telephone calls for business purposes d. Personal two-way radio communications with fire service personnel over a designated fire department radio channel 3. What important customer service or public relations function should a tele-communicator try to achieve with each call? a. Evaluate the worthiness of the individuals for assistance. b. Project a sense of competence to the caller. c. Transfer the caller to someone else as soon as possible so that the tele-communicator is available for other calls. d. Impress the caller with the various services provided by the municipality. 4. What standard defines the minimum job performance requirements for public safety tele-communicators? a. NFPA 1106 b. NFPA 1160 c. NFPA 1610 d. NFPA 1061 5. As applied to telecommunications, what does the abbreviation CAD stand for? a. Computer-aided dispatch b. Communications attention deficiency c. Communications and dispatch d. Computer-alerted departments

11. TS 18–8 “NERVE CENTER” OF EMERGENCY RESPONSE • Point through which nearly all information flows, is processed, and is then acted upon • Houses personnel and equipment to receive alarms and dispatch resources • May be remote from primary location • May be located in the fire station • May be part of a larger, joint communications center for all community emergencies

12. TS 18–9 COMMUNICATIONS EQUIPMENT Alarm Receiving Equipment Telephones Fax Machines Radios

13. TS 18–10 ALARM RECEIVING EQUIPMENT Public Alerting System Private Alerting System

14. TS 18–11 TELEPHONES • TDD/TTY/Text phones • Visually display text • Allow the hearing- or speech-impaired to communicate over telephone system • Wireless — Are basically sophisticated two-way radios • Commercial phone systems • Offer access to multiple phone lines • Provide features such as hold, conference calling, and speaker phones • Direct lines — Are directly connected between point A and point B so that when one party picks up phone it immediately rings at other end

15. TS 18–12 FAX MACHINES • Convert an image to digital signals, which are transmitted and converted back to an image • Are stand-alone machines but often double as telephones or are built into computers

16. TS 18–13 RADIOS • Tie together all elements of organization • Can convey task-related information or direct orders • Can be monitored by the news media and the public • Should never be used to transmit a message that may bring liability or embarrassment to the department

17. TS 18–14 COMPUTER-AIDED DISPATCH (CAD) SYSTEMS • Can shorten response time • Can enable dispatchers to handle a greater volume of calls • Can reduce voice com-munications between telecommunicators and responding units • Come in various designs and sizes • Can be as simple as a system that retrieves run card information • Can be complex • Selecting and dispatching units • Determining quickest route to the scene • Monitoring the status of units • Transmitting additional information via mobile data terminals

18. TS 18–15a VOICE RECORDERS • Document radio traffic and telephone calls on emergency lines • Document dispatching information and provide an accurate account of operations • Protect the department and its members if questions are raised about communications and operations or in case of litigation • Allow retrieval of alarm information if caller hangs up

19. TS 18–15b VOICE RECORDERS (cont.) • Are important when callers are so excited that they cannot be understood or when they speak a foreign language • Run either continuously or intermittently • Should be capable of instant playback • Should automatically record the time of the call

20. TS 18–16 RADIO LOGS • Record the incident and location of each activity performed by a public safety unit • Generally include entries on the location and the nature of the incident, along with a notation of which unit(s) responded to the call • Manual system entered onto paper

21. Homework • Select facts about fire department telecommunications equipment. Write the correct letters on the blanks. 6. Firefighter A says that the communications center is always located in a fire station. Firefighter B says that NFPA requirements determine what equipment should be available at the communications center. Who is right? a. Firefighter A b. Firefighter B c. Both A and B d. Neither A nor B 7. To what part of the human anatomy is the communications center often compared? a. Heart b. Brain c. Nerve center d. Auditory system (ears) 8. What does the abbreviation AVL stand for in terms of telecommunications? a. Automatic vehicle locating b. Audio-visual logging c. Automatic voice logging d. Automated victim locator 9. What is the most widely used method for transmitting fire alarms? a. Municipal alarm systems b. Proprietary alarm systems c. Public telephone systems d. Remote station alarm systems

22. Homework 10. Firefighter A says that tele-communicators are often required to determine the response unit nearest an incident and to determine the best route for the unit to use in responding. Firefighter B says that advances in technology have not reduced the need for tele-communicators to be able to read maps. Who is right? a. Firefighter A b. Firefighter B c. Both A and B d. Neither A nor B 11. What is a direct telephone line? a. A public telephone line that serves only one number b. A private telephone line that connects one phone directly to another phone c. A public telephone line that does not allow dialing of long-distance numbers d. A private telephone line from communications between telecommunications consoles within a dispatch facility 12. Commercial phone systems provide access to ___. a. Pay telephones only b. Wireless telephones only c. Business telephones only d. The public switch network 13. TDD, TYY, and Text Phones are primarily for ___. a. Transmitting audio messages b. Transmitting and displaying video images c. Transmitting Internet messages d. Transmitting and displaying multimedia messages

23. Homework 17. Which of the following is essential in the development of a fire service communications center? a. Tape-recording equipment b. A reliable secondary source of power c. Noncombustible floor covering d. Computers to handle incoming alarms 18. Which of the following is not a common piece of equipment in a communications center? a. Two-way radio equipment for communicating with line personnel b. Satellite communications uplinks for communicating with federal authorities during major emergencies c. Tape-recording equipment to record phone calls and radio traffic d. Computer equipment for dispatch information and communications to line personnel 19. Wireless telephones are similar to ___ in message transmission. a. Conventional telephones b. Two-way radios c. TDD, TYY, and Text Phones d. Direct telephones 20. Fax machines allow the transmission of ___. a. Rapidly encoded text b. Images, including pictures, documents, and diagrams c. Vital signs of victims from accident sites to medical facilities d. Equipment status from remote sites

24. Homework 21. What is the primary purpose of radios used by fire departments? a. Eliminating the dependency on commercial power and transmission lines b. Providing a safe and secure means of communicating confidential information quickly c. Tying all elements of the organization together so that each element can perform its task in an efficient, informed manner d. Obtaining inexpensive, portable communication systems that are not subject to disruption by natural or man-made sources of energy 22. Firefighter A says that one of the disadvantages of CAD systems is that they require additional time for each response. Firefighter B says that one of the advantages of CAD systems is that they increase the number of calls that each tele-communicator can handle. Who is right? a. Firefighter A b. Firefighter B c. Both A and B d. Neither A nor B 23. An important consideration in the use of radios for communications is that ___. a. Telephone transmissions travel at the speed of light while radio transmissions travel at the speed of sound, resulting in delays b. Radio transmissions can be monitored by the public and the news media c. Communications beyond approximately 2 miles (3.2 km) is not practical d. Personnel must remain with response vehicles in order to continue communications 24. Firefighter A says that the voice recorders used in all telecommunications centers record continuously so that no telephone conversation will be missed. Firefighter B says that voice recordings provide records of the events and can be helpful when played back to obtain information that was not clear. Who is right? a. Firefighter A b. Firefighter B c. Both A and B d. Neither A nor B 25. The first entry on a written radio log is generally ___. a. The name of the person speaking b. The name of the person receiving the report c. The time of the event d. The channel being used

25. TS 18–17 GUIDELINES FOR RECEIVINGNONEMERGENCY CALLS • Answer promptly. • Identify yourself and the department. • Be prepared to take accurate messages. • Do not leave line open or caller on hold for long. • Post message or deliver it promptly. • Write down all pertinent information: • Date • Time • Caller’s name • Caller’s number • Message • Your name • End call courteously. • Always hang up last.

26. TS 18–18a RECEIVING EMERGENCY REPORTS FROM THE PUBLIC • Identify the agency. • Ask if there is an emergency and, if so, ask about the problem. • Have questions organized to control the conversation to get the information needed. • Get information that details the emergency: • Exact location of incident • Type of incident/situation • When the incident occurred

27. TS 18–18b RECEIVING EMERGENCY REPORTS FROM THE PUBLIC (cont.) • Get information about the caller: • Name • Location if different from the incident location • Callback phone number • Address • Do not let caller off the phone until all information necessary to dispatch responding units has been obtained or until it is certain there is no emergency. • Ask questions in an assertive voice. • Follow the department’s SOPs.

28. Homework • Select from a list proper etiquette for receiving a non-emergency call vs. an emergency call. Mark an “A” for each that relates to a non-emergency call, mark a “B” if it relates to an emergency call and a “C” if it does not apply to either correct action. 26. __ Answer after the third ring. 27. __ Identify yourself and your department. 28. __ Be prepared to take messages. 29. __ Write down the caller’s location and place of employment. 30. __ Place the caller on hold while you input data on the computer. 31. __ Write down the message and post it or deliver it promptly. 32. __ End the call courteously. 33. __ Always hang up first. 34. __ Identify the agency. 35. __ Ask if there is an emergency and, if so, ask about the problem. 36. __ Have questions organized to control the conversation to get the information needed.

29. Homework 37. __ Get information that details the ______________: • Exact location of incident • Type of incident/situation • When the incident occurred • Get information about the caller: • Name • Location if different from the incident location • Callback phone number • Address 38. __ Do not let caller off the phone until all information necessary to dispatch responding units has been obtained or until it is certain there is or is not an emergency. 39. __ Ask questions in an assertive voice. 40. __ Follow the department’s SOPs.

30. TS 18–19 PUBLIC ALERTING SYSTEMS Telephone Emergency Number Two-way Radio Wired Telegraph Circuit Box Telephone-telegraph Fire Alarm Box Radio Fire Alarm Box Walk-ins

31. TS 18–20 TELEPHONE EMERGENCY NUMBERS • 9-1-1 • Enhanced 9-1-1 (E 9-1-1) • Seven-digit number • “0” for the operator • Star + a two- or three-digit number (cellular phone)

32. TS 18–21 TYPES OF 9-1-1 TELEPHONE EMERGENCY NUMBERS Basic Called Party Hold Forced Disconnect Ringback

33. TS 18–22 ENHANCED 9-1-1 (E 9-1-1) • Combines telephones and computers • Uses Automatic Location Identification (ALI) • Provides telecommunicator with instant information • Caller’s location • Caller’s phone number • Directions to the location • Other information about the address

34. Homework Select facts about public alerting systems. Write the correct letters on the blanks. 41. Who is most likely to use a two-way radio to report an emergency? a. Truck driver b. Average citizen c. Firefighter d. City official 42. What is the universal citizen’s band emergency radio channel? a. CB channel 9 b. CB channel 5 c. CB channel 8 d. CB channel 3 43. What information does the operator who receives a report via CB radio request instead of a callback number? a. Caller’s social security number b. Caller’s license number c. Caller’s code password d. Caller’s radio handle 44. Some fire departments require the person taking a walk-in report to ___. a. Notify the communications center by telephone before responding b. Notify the company officer before responding to the report c. Notify the fire chief before responding d. Leave at least two people at the station while responding to the report

35. Homework 45. Why have wired telegraph circuit box alerting systems been eliminated in many locations? a. The transmitted codes often crossed, leading to incorrect location information. b. They transmitted only the location of the box, and false alarms were a problem. c. The signal was dependent on overhead wires that cost too much to maintain. d. Dampness or extreme cold would often render the system inoperable. 46. Which of the following is not a way that firefighters are alerted through a radio alarm box? a. Vocally through P.A. system c. Red light indicator b. Audible signal d. Printed record of location 47. Firefighter A says that callers using a radio alarm box can select ambulance, police, or fire service options on some boxes. Firefighter B says that radio alarm boxes are nothing more than a radio transmitter with battery or wound-spring alternator power supply. Who is right? a. Firefighter A c. Both A and B b. Firefighter B d. Neither A nor B

36. VS 18-2 TWO-WAY RADIO

37. TS 18–23 TWO-WAY RADIO • Used most often by fire department personnel • Uses CB channel 9, the universal citizen’s band (CB) radio frequency • Uses radio handle instead of a callback number

38. VS 18-3 WALK-IN REPORT

39. TS 18–24 WALK-INS • Some departments may take immediate action and then radio the dispatcher from the scene • Other departments may first notify the dispatch center by phone before taking any action

40. VS 18-4 WIRED TELEGRAPH CIRCUIT BOX

41. TS 18–25 WIRED TELEGRAPH CIRCUIT BOX • Have been eliminated in many localities due to vandalism and false alarms • Operation • Pressed lever activates a wound-spring mechanism that transmits a code by opening and closing the circuit • Each box transmits a different code to specify its location

42. VS 18-5 COMBINATION TELEGRAPH/TELEPHONE ALARM BOX

43. TELEPHONE-TELEGRAPH FIRE ALARM BOX • Pull-down hook sends coded location signal, so caller does not need to know his or her exact location • Telephone can be used for additional information through direct voice contact

44. VS 18-6 RADIO ALARM BOX

45. TS 18–27a RADIO FIRE ALARM BOX • Has independent radio transmitter with battery power supply that may be solar recharged • May contain wound-spring alternator to provide power when handle is pulled • Alerts F.D. with audible signal, red light indicator, and printed record, or a display panel number, indicating location • May have an additional test or tamper light indicator signal

46. TS 18–27b RADIO FIRE ALARM BOX (cont.) • Has a time clock within the box that allows system to test itself every twenty-four hours • May have feature that allows caller to select fire, police, or ambulance service • May have two-way communications capabilities

47. TS 18–28 REPORTING AN EMERGENCY FROM A TELEPHONE • Dial the appropriate number: • 9-1-1 • Fire department 7-digit number • “0” for the operator • Give address, with cross streets or landmarks if possible. • State your name and location. • Give the telephone number from which you are calling. • State the nature of the emergency. • Stay on the line if requested to do so by the telecommunicator.

48. TS 18–29 REPORTING AN EMERGENCY FROM A TELEGRAPH BOX • Send signal as directed on the box. • Stay at the box until fire personnel arrive so that you can provide them with the exact location of the emergency.

49. TS 18–30 REPORTING AN EMERGENCY FROM A LOCAL ALARM BOX • Send signal as directed on the box. • Notify the fire department by telephone using the guidelines given earlier.

50. TS 18–31 ALERTING STAFFED STATIONS • Computerized line printer or terminal screen with alarm • Vocal alarm • Teletype • House bell or gong • House light • Telephone from telecommunicator on secure phone line • Telegraph register • Radio with tone alert