chapter 19 fire department communications. 19–2 chapter 19 lesson goal after completing this...
TRANSCRIPT
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Chapter 19— Fire Department Communications
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19–2
Chapter 19 Lesson Goal
After completing this lesson, the student shall be able to communicate effectively by radio, telephone & through various reports
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19–3
Communication Responsibilities: Telecommunicator
• Has a role which is different from but just as important as other personnel
• Usually full-time professional communications specialists
(Continued)
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19–4
Communication Responsibilities: Telecommunicator
Must process calls from unknown & unseen individuals
(Continued)
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19–5
Communication Responsibilities: Telecommunicator
• Must be able to obtain complete, reliable information
• Commonly known as telecommuicators
• Must gather information from the caller, then dispatch emergency responders
By speaking clearly, slowly & with good volume
(Continued)
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19–6
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
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19–7
Communication Responsibilities: Telecommunicator
• Must know location of incident
• Must know type of incident
• Must stay in contact with the Incident Commander (IC)
• Must keep records of each request for assistance
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19–8
Customer Service
• Consumer of emergency services is the general public
• Telecommunicator has first contact w/ public during an emergency
• Often receive calls from people in the community seeking assistance or information
Should politely direct them to appropriate agency
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19–9
Necessary Traits or Personal Characteristics
• Able to adjust to various levels of activity
• Handle multi-tasking
• Make decisions & judgments based on common experience & values
• Maintain composure/calm
• Form conclusions from disassociated facts
(Continued)
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19–10
Necessary Traits or Personal Characteristics
• Handle unhappy people
• Remember & recall information
• Deal w/ verbal abuse
• Function under stress
• Maintain confidentiality
• Speak clearly, slowly & w/ good volume
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19–11
Communication Skills
• Basic reading skills
• Basic writing skills
• Ability to speak clearly
• Ability to follow written & verbal instructions
• Use plain, everyday language
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19–12
Map Reading
Critical to be able to look at a map & locate specific points
(Continued)
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19–13
Common Communications Equipment
• Two-way base radio
• Tone-generating equipment
• Telephones
• Direct-line phones
(Continued)
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19–14
Common Communications Equipment
• Computers
• Recording systems or devices
• Alarm-receiving equipment
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19–15
Alarm-Receiving Equipment
Telephones
• Commercial phone systems
• Direct lines
• Wireless (mobile)
(Continued)
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19–16
Alarm-Receiving Equipment
• Fax machines
• Radios
Base radios, mobile radios, portable radios
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19–17
Radio Guidelines
• Realize that all radio transmissions can be monitored
• Use self-discipline & good judgment
(Continued)
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19–18
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
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19–19
Recording Information
Information recorded should be:
• Complete
• Accurate
• Permanent
• Covers all responses
• Maintained at communication center (Dispatch)
(Continued)
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19–20
Recording Information
Voice recorders
• Document information
• Accurate account of operations
• Protect in case of litigation
• Document evidence
• Continuously running
• Intermittently running (Continued)
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19–21
Recording Information
Radio logs
• Record the incident & location of each activity
• A manual system written on paper
• Usually a chronological recording
• Include incident information
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19–22
Basic Telephone Courtesies
• Answer calls promptly
• Be pleasant & identify the station & self
• Be prepared to write down messages accurately
(Continued)
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19–23
Basic Telephone Courtesies
• Never leave the line open or a caller on hold for a long period of time
• Post the message or deliver the message promptly
• End calls courteously; always allow the caller to hang up first
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19–24
Basic Telephone Courtesies
• If call is not for FrPD, try to direct caller to proper department or person
• Give them the number if possible
• Be polite
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19–25
Receiving Emergency Calls from the Public
• Identify the agency
• Control the conversation
Ask questions to get the information needed
Assertive voice
Follow SOPs
(Continued)
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19–26
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
• Location is most important piece of information
(Continued)
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19–27
Receiving Emergency Calls from the Public
• Ask the caller if it is safe to remain on the phone
• If it is safe, keep caller on the line & get
Name
Location if different from the incident location
Callback telephone number
Address
(Continued)
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19–28
Receiving Emergency Calls from the Public
• Record the answers to all questions
• Maintain communications w/ all units until call has been terminated
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19–29
Public Alerting Systems
Telephone
• Emergency number is 1-1-0
• By mobile:
RT 673-0110
DH 876-0110
AB 572-0110
JD 427-0110
YN 397-0110
TN 378-0110
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19–30
Public Alerting Systems: Radio
• Likely to come from FrPD personnel or ISO who happen upon an emergency
• Gather the same kind of information that would be taken from a telephone caller
(Continued)
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19–31
Public Alerting Systems: Walk-ins
• Citizens may walk into a fire station & report an emergency
• Whoever greets the citizen should find out location & type of incident
(Continued)
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19–32
Public Alerting Systems: Walk-ins
• Get the reporting person’s name, address, & telephone number
• Local policy dictates what steps should be taken once information has been obtained
Do you respond?
Do you notify dispatch?
(Continued)
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19–33
Public Alerting Systems: Telephone Fire Alarm Box
• A fire alarm box equipped w/ a telephone for direct voice contact w/ a telecommunicator
• May be used in combination w/ telegraph circuits
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19–34
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)
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19–35
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, & in rural areas & have two-way communications capabilities
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19–36
Reporting a Fire or Other Emergency by Telephone
Dial the appropriate number
1-1-0
Fire department 7-digit number
(Continued)
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19–37
Reporting a Fire or Other Emergency by Telephone
• State the address where the emergency is located
• If no address, give the nearest cross streets or describe nearby landmarks
(Continued)
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19–38
Reporting a Fire or Other Emergency by Telephone
• Give telephone number from which call was made
• State nature of emergency
• State name & location
• Stay on the line if requested to do so by the telecommunicator
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19–39
Reporting a Fire From a Local Alarm Box
• Send signal as directed on box
• Also notify fire department by telephone
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19–40
Alerting Fire Department Personnel: Staffed Stations
• Computerized line printer or terminal screen with alarm
• Voice alarm
• House bell or gong
• House light
(Continued)
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19–41
Alerting Fire Department Personnel: Staffed Stations
• Telephone from telecommunicator on secure phone line
• Telegraph register
• Radio w/ tone alert
• Radio/pagers
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19–42
Alerting Fire Department Personnel: Unstaffed Stations
• Pagers
• Cellular telephones & other devices w/ text-messaging capabilities
(Continued)
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19–43
Alerting Fire Department Personnel: Unstaffed Stations
• Home electronic monitors
• Telephones
• Sirens
• Whistles or air horns
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19–44
Guidelines for Radio Communications
• Radio use is regulated by Ministry of Interior
• Use plain English or clear text without codes of any kind
Clear text : standardized set of fire-specific words & phrases
• Use a moderate rate of speaking
(Continued)
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19–45
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 & candy out of the mouth
(Continued)
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19–46
Guidelines for Radio Communications
• Be concise & to the point
• Think about what should be said before keying the microphone
• Avoid shouting
(Continued)
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19–47
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)
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19–48
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)
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19–49
Guidelines for Radio Communications
• All radio frequencies are monitored
• Hold radio/microphone 1 to 2 inches (25 mm to 50 mm) from mouth
(Continued)
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19–50
Guidelines for Radio Communications
• On the emergency scene
Avoid laying the microphone on the seat of the vehicle – keys the mike
Do not touch the antenna when transmitting – gets hot
• With SCBA
Hold microphone to your throat/voice emitter
Do not broadcast breathing sounds
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19–51
Arrival Reports
• Also called a report on conditions or situation report
• Establish a time of arrival & inform other responding units of what actions might be needed
(Continued)
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Arrival Reports
Contains
• Situation evaluation – condition on arrival
Rescue & exposure problems
Water supply
Nature & extent of fire
• Actions taken – what you are doing
Interior attack, protecting exposures, rescue, etc
• Person in command – who is in charge
Location of IC & ICP
19–52
(Continued)
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19–53
Arrival Reports
Some situations require more detail
• Address, if other than the one initially reported
• Building & occupancy description
• Nature & extent of fire or other emergency
• Attack mode selected
(Continued)
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19–54
Arrival Reports
Some situations require more detail (cont.)
• Rescue & exposure problems
• Instructions to other responding units
• Location of Incident Command position
• Establishing Command
• Water supply situation
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19–55
Progress Reports
• Are used to keep the communications center continually advised
• Advises incoming units of situation
• Advises ICP & ECC of situation
• Progress (or lack of) toward incident stabilization
• Progress on fire control
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19–56
Progress Report Items
• Progress (or lack of) toward incident stabilization
• Direction of fire spread
• Exposures by direction, height, occupancy, & distance
• Any problems or needs
• Anticipated actions
(Continued)
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19–57
Command Status Report
• Transfer of Command
Includes a status report of the incident
• Change in command post location
• Any problems or needs
• Anticipated actions
(Continued)
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19–58
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
• Upon arrival on the scene, units may switch to an assigned tactical channel
(Continued)
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19–59
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 & the need for them to respond
• Provide updated information
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19–60
Calls for Additional Resources
• Normally, only the IC may call for additional resources
• Know local procedure for requesting additional resources
• FFs must be able to communicate the need for team assistance
• Be familiar with alarm signals
(Continued)
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19–61
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
(Continued)
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19–62
Emergency Radio Traffic
• Has priority over other radio communications
• Person transmitting message should make the urgency clear
• Telecommunicator should give an attention tone, advise all other units to stand by, & then advise the caller to proceed
(Continued)
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19–63
Emergency Radio Traffic
After the emergency communication is complete, telecommunicator notifies all units to resume normal or routine radio traffic
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19–64
Evacuation Signals
• Are used when IC decides that all FFs should immediately withdraw
• All FFs should be familiar with FrPD evacuation signal
(Continued)
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19–65
Evacuation Signals
Radio broadcast
• Similar to emergency traffic broadcast
• Message is broadcast several times
(Continued)
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19–66
Evacuation Signals
Audible warning devices
• Will work outside small structures
• May not be heard by everyone
• Can be confused w/ those being used by units arriving on scene
• FrPD uses 3 blasts of truck air horns repeated several times
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19–67
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)
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19–68
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)
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19–69
Personnel Accountability Report (PAR)
IC 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 FF is reported missing or in distress
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19–70
Incident Reports
Information is used for a variety of purposes:
• Justify budgets for FrPD
• Enforce fire & safety codes
• Allocation of resources
• Manpower allocation
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19–71
Incident Reports
• An incident report should include detailed information
• Information is used for a variety of purposes:
Statistical
Record keeping
Part of an investigation
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19–72
Incident Reports
Report includes:
• Incident number
• Time of dispatch
• Location of incident
• Type of incident
• Number of personnel & apparatus
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19–73
Incident Reports
Report should be:
• Clear, complete & concise
• Incorrect information can cause problems
• Copy kept in Division files
• Copy submitted to management
• Copy submitted to LPD
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19–74
Incident Reports
Report includes:
• Number of injuries or fatalities
• Type of occupancy, building number
• Probable cause, fire origin
• Estimate of loss
• Narrative
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19–75
Summary
• Fire alarms or calls for help must be handled expediently & accurately
If they are not, incidents can increase in size & severity
• Fire department communications are a critical factor in the successful outcome of any incident
The better the communications, the safer the incident
(Continued)
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19–76
Summary
• FFs must know how to handle both emergency & routine communications, including nonemergency calls for business purposes or public inquiries made directly to the station
• FFs must know how to correctly & accurately fill & file incident reports
(Continued)
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19–77
Skills
• Handle business calls & reports of emergencies.
• Use a portable radio for routine & emergency traffic. (Skill Sheet FF-I-113)
• Complete an incident report. (Skill Sheet FF-II-211)