Fire Alarms & Communications

Module II & III

FIRE DEPARTMENT FIRE DEPARTMENT COMMUNICATIONSCOMMUNICATIONS

• All methods by which the public notifies the All methods by which the public notifies the communication center of any emergency communication center of any emergency

• All methods by which the center notifies proper All methods by which the center notifies proper fire fighting forces fire fighting forces

• All methods by which information is exchanged All methods by which information is exchanged at the scene at the scene

• Routine communicationsRoutine communications

TS 18–1

IMPORTANCE OF FIRE IMPORTANCE OF FIRE DEPARTMENT COMMUNICATIONSDEPARTMENT COMMUNICATIONS

• The expedient and accurate handling of fire The expedient and accurate handling of fire alarms or calls for help is a significant factor in alarms or calls for help is a significant factor in the outcome of any incident. the outcome of any incident.

• Failure to quickly communicate the need for Failure to quickly communicate the need for help can result in large and tragic losses. help can result in large and tragic losses.

• Fire department communications play a critical Fire department communications play a critical role in the successful outcome of an incident. role in the successful outcome of an incident.

TS 18–2

ROLES/RESPONSIBILITIES OF THE ROLES/RESPONSIBILITIES OF THE TELECOMMUNICATORTELECOMMUNICATOR

• Processing calls from Processing calls from unknown and unseen unknown and unseen individuals, usually individuals, usually calling under stressful calling under stressful conditions conditions

• Obtaining complete, Obtaining complete, reliable information reliable information from the caller from the caller

• Prioritizing requests for Prioritizing requests for assistance assistance

• Dispatching emergency Dispatching emergency respondersresponders

TS 18–3

• Staying in contact with Staying in contact with the incident the incident commander to receive commander to receive requests for requests for information and/or information and/or additional resources additional resources

• Keeping records of Keeping records of each request for each request for assistance and how assistance and how each one was handledeach one was handled

CUSTOMER SERVICECUSTOMER SERVICE

• Proving professional and nonjudgmental Proving professional and nonjudgmental service to the general public service to the general public

• Handling a variety of local calls seeking Handling a variety of local calls seeking assistance or information assistance or information

• Referring non-emergency callers to the Referring non-emergency callers to the appropriate person or agency appropriate person or agency

TS 18–4

TELECOMMUNICATOR TELECOMMUNICATOR SKILLS & TRAITSSKILLS & TRAITS

• Maintaining a positive Maintaining a positive attitude attitude

• Working with team Working with team members members

• Adjusting to various Adjusting to various levels of activity levels of activity

• Handling multi-tasking Handling multi-tasking

• Making decisions and Making decisions and judgments based on judgments based on common sense and common sense and values values

• Maintaining composure Maintaining composure •

• Forming conclusions Forming conclusions from disassociated from disassociated facts facts

• Handling criticism Handling criticism

• Remembering and Remembering and recalling information recalling information

• Dealing with verbal Dealing with verbal abuse abuse

• Functioning under Functioning under stress stress

• Maintaining Maintaining confidentialityconfidentiality

TS 18–5

TELECOMMUNICATOR TELECOMMUNICATOR COMMUNICATION SKILLSCOMMUNICATION SKILLS

• Basic reading skills Basic reading skills

• Basic writing skills Basic writing skills

• Ability to speak clearly Ability to speak clearly

• Ability to follow written and verbal instructions Ability to follow written and verbal instructions

TS 18–6

TELECOMMUNICATOR TELECOMMUNICATOR MAP READING SKILLSMAP READING SKILLS

• Computer-Aided Dispatch (CAD) Computer-Aided Dispatch (CAD)

• Automatic Vehicle Locating (AVL) Automatic Vehicle Locating (AVL)

• X, Y, and Z coordinates X, Y, and Z coordinates

TS 18–7

““NERVE CENTER” OF NERVE CENTER” OF EMERGENCY RESPONSEEMERGENCY RESPONSE

• Point through which nearly all information Point through which nearly all information flows, is processed, and is then acted upon flows, is processed, and is then acted upon

• Houses personnel and equipment to receive Houses personnel and equipment to receive alarms and dispatch resources alarms and dispatch resources

• May be remote from primary location May be remote from primary location

• May be located in the fire station May be located in the fire station

• May be part of a larger, joint communications May be part of a larger, joint communications center for all community emergenciescenter for all community emergencies

TS 18–8

COMMUNICATIONS EQUIPMENTCOMMUNICATIONS EQUIPMENT

Alarm Receiving Equipment Alarm Receiving Equipment

Telephones Telephones

Fax Machines Fax Machines

RadiosRadios

TS 18–9

ALARM RECEIVING EQUIPMENTALARM RECEIVING EQUIPMENT

Public Alerting System Public Alerting System

Private Alerting System Private Alerting System

TS 18–10

TELEPHONESTELEPHONES

• Commercial phone Commercial phone systems systems Offer access to multiple

phone lines

Provide features such as hold, conference calling, and speaker phones

• Direct lines 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

TS 18–11

• TDD/TTY/Text phones TDD/TTY/Text phones

Visually display text

Allow the hearing- or speech-impaired to communicate over telephone system

• Wireless Wireless — Are basically sophisticated two-way radios

FAX MACHINESFAX MACHINES

• Convert an image to digital signals, which are Convert an image to digital signals, which are transmitted and converted back to an image transmitted and converted back to an image

• Are stand-alone machines but often double as Are stand-alone machines but often double as telephones or are built into computers telephones or are built into computers

TS 18–12

RADIOSRADIOS

• Tie together all elements of organization Tie together all elements of organization

• Can convey task-related information or direct Can convey task-related information or direct orders orders

• Can be monitored by the news media and the Can be monitored by the news media and the public public

• Should never be used to transmit a message Should never be used to transmit a message that may bring liability or embarrassment to the that may bring liability or embarrassment to the departmentdepartment

TS 18–13

COMPUTER-AIDED COMPUTER-AIDED DISPATCH (CAD) SYSTEMSDISPATCH (CAD) SYSTEMS

• Can shorten response Can shorten response time time

• Can enable dispatchers Can enable dispatchers to handle a greater to handle a greater volume of calls volume of calls

• Can reduce voice com-Can reduce voice com-munications between munications between telecommunicators and telecommunicators and responding units responding units

• Come in various Come in various designs and sizesdesigns and sizes

TS 18–14

• Can be as simple as a Can be as simple as a system that retrieves system that retrieves run card information run card information

• Can be complex 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

VOICE RECORDERSVOICE RECORDERS

• Document radio traffic and telephone calls on Document radio traffic and telephone calls on emergency lines emergency lines

• Document dispatching information and provide Document dispatching information and provide an accurate account of operations an accurate account of operations

• Protect the department and its members if Protect the department and its members if questions are raised about communications questions are raised about communications and operations or in case of litigation and operations or in case of litigation

• Allow retrieval of alarm information if caller Allow retrieval of alarm information if caller hangs uphangs up

TS 18–15a

VOICE RECORDERS (cont.)VOICE RECORDERS (cont.)

• Are important when callers are so excited that Are important when callers are so excited that they cannot be understood or when they speak they cannot be understood or when they speak a foreign language a foreign language

• Run either continuously or intermittently Run either continuously or intermittently

• Should be capable of instant playback Should be capable of instant playback

• Should automatically record the time of the call Should automatically record the time of the call

•

TS 18–15b

RADIO LOGSRADIO LOGS

• Record the incident and location of each Record the incident and location of each activity performed by a public safety unit activity performed by a public safety unit

• Generally include entries on the location and Generally include entries on the location and the nature of the incident, along with a notation the nature of the incident, along with a notation of which unit(s) responded to the call of which unit(s) responded to the call

• Manual system entered onto paper Manual system entered onto paper

•

TS 18–16

GUIDELINES FOR RECEIVINGGUIDELINES FOR RECEIVINGNONEMERGENCY CALLSNONEMERGENCY CALLS

• Answer promptly. Answer promptly.

• Identify yourself and Identify yourself and the department. the department.

• Be prepared to take Be prepared to take accurate messages. accurate messages.

• Do not leave line open Do not leave line open or caller on hold for or caller on hold for long. long.

• Post message or Post message or deliver it promptly.deliver it promptly.

• Write down all Write down all pertinent information: pertinent information: Date Time Caller’s name Caller’s number Message Your name

• End call courteously. End call courteously.

• Always hang up last.Always hang up last.

TS 18–17

RECEIVING EMERGENCY RECEIVING EMERGENCY REPORTS FROM THE PUBLICREPORTS FROM THE PUBLIC

• Identify the agency. Identify the agency.

• Ask if there is an emergency and, if so, ask about Ask if there is an emergency and, if so, ask about the problem. the problem.

• Have questions organized to control the Have questions organized to control the conversation to get the information needed. conversation to get the information needed.

• Get information that details the emergency: Get information that details the emergency:

Exact location of incident

Type of incident/situation

When the incident occurred

TS 18–18a

RECEIVING EMERGENCY RECEIVING EMERGENCY REPORTS FROM THE PUBLIC (cont.)REPORTS FROM THE PUBLIC (cont.)

• Get information about the caller: 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 Do not let caller off the phone until all information necessary to dispatch responding units has been necessary to dispatch responding units has been obtained or until it is certain there is no emergency. obtained or until it is certain there is no emergency.

• Ask questions in an assertive voice. Ask questions in an assertive voice.

• Follow the department’s SOPs.Follow the department’s SOPs.

TS 18–18b

PUBLIC PUBLIC ALERTING SYSTEMSALERTING SYSTEMS

Telephone Emergency Number Telephone Emergency Number

Two-way Radio Two-way Radio

Wired Telegraph Circuit Box Wired Telegraph Circuit Box

Telephone-telegraph Fire Alarm Box Telephone-telegraph Fire Alarm Box

Radio Fire Alarm Box Radio Fire Alarm Box

Walk-insWalk-ins

TS 18–19

TELEPHONE TELEPHONE EMERGENCY NUMBERSEMERGENCY NUMBERS

• 9-1-1 9-1-1

• Enhanced 9-1-1 (E 9-1-1) Enhanced 9-1-1 (E 9-1-1)

• Seven-digit number Seven-digit number

• ““0” for the operator 0” for the operator

• Star + a two- or three-digit number (cellular Star + a two- or three-digit number (cellular phone)phone)

TS 18–20

TYPES OF 9-1-1 TELEPHONE TYPES OF 9-1-1 TELEPHONE EMERGENCY NUMBERSEMERGENCY NUMBERS

Basic Basic

Called Party Hold Called Party Hold

Forced Disconnect Forced Disconnect

Ringback Ringback

•

TS 18–21

ENHANCED 9-1-1 (E 9-1-1)ENHANCED 9-1-1 (E 9-1-1)

• Combines telephones and computers Combines telephones and computers

• Uses Automatic Location Identification (ALI) Uses Automatic Location Identification (ALI)

• Provides telecommunicator with instant Provides telecommunicator with instant information information

Caller’s location

Caller’s phone number

Directions to the location

Other information about the address

TS 18–22

TWO-WAY RADIOTWO-WAY RADIO

• Used most often by fire department personnelUsed most often by fire department personnel

• Uses CB channel 9, the universal citizen’s band Uses CB channel 9, the universal citizen’s band (CB) radio frequency (CB) radio frequency

• Uses radio handle instead of a callback numberUses radio handle instead of a callback number

TS 18–23

WALK-INSWALK-INS

• Some departments may take immediate action Some departments may take immediate action and then radio the dispatcher from the scene and then radio the dispatcher from the scene

• Other departments may first notify the dispatch Other departments may first notify the dispatch center by phone before taking any actioncenter by phone before taking any action

TS 18–24

WIRED TELEGRAPH WIRED TELEGRAPH CIRCUIT BOXCIRCUIT BOX

• Have been eliminated in many localities due to Have been eliminated in many localities due to vandalism and false alarms vandalism and false alarms

• Operation 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

•

TS 18–25

TELEPHONE-TELEGRAPH TELEPHONE-TELEGRAPH FIRE ALARM BOXFIRE ALARM BOX

• Pull-down hook sends coded location signal, so Pull-down hook sends coded location signal, so caller does not need to know his or her exact caller does not need to know his or her exact location location

• Telephone can be used for additional Telephone can be used for additional information through direct voice contact information through direct voice contact

TS 18–26

RADIO RADIO FIRE ALARM BOXFIRE ALARM BOX

• Has independent radio transmitter with battery Has independent radio transmitter with battery power supply that may be solar recharged power supply that may be solar recharged

• May contain wound-spring alternator to provide May contain wound-spring alternator to provide power when handle is pulled power when handle is pulled

• Alerts F.D. with audible signal, red light indicator, Alerts F.D. with audible signal, red light indicator, and printed record, or a display panel number, and printed record, or a display panel number, indicating location indicating location

• May have an additional test or tamper light May have an additional test or tamper light indicator signal indicator signal

TS 18–27a

RADIO RADIO FIRE ALARM BOX (cont.)FIRE ALARM BOX (cont.)

• Has a time clock within the box that allows Has a time clock within the box that allows system to test itself every twenty-four hours system to test itself every twenty-four hours

• May have feature that allows caller to select May have feature that allows caller to select fire, police, or ambulance service fire, police, or ambulance service

• May have two-way communications capabilities May have two-way communications capabilities

TS 18–27b

REPORTING AN EMERGENCY REPORTING AN EMERGENCY FROM A TELEPHONEFROM A TELEPHONE

• Dial the appropriate Dial the appropriate number: number: 9-1-1

Fire department 7-digit number

“0” for the operator

• Give address, with Give address, with cross streets or cross streets or landmarks if possible. landmarks if possible.

• State your name and State your name and location.location.

TS 18–28

• Give the telephone Give the telephone number from which number from which you are calling. you are calling.

• State the nature of the State the nature of the emergency. emergency.

• Stay on the line if Stay on the line if requested to do so by requested to do so by the telecommunicator. the telecommunicator.

REPORTING AN EMERGENCY REPORTING AN EMERGENCY FROM A TELEGRAPH BOXFROM A TELEGRAPH BOX

• Send signal as directed on the box. Send signal as directed on the box.

• Stay at the box until fire personnel arrive so Stay at the box until fire personnel arrive so that you can provide them with the exact that you can provide them with the exact location of the emergency. location of the emergency.

TS 18–29

REPORTING AN EMERGENCY REPORTING AN EMERGENCY FROM A LOCAL ALARM BOXFROM A LOCAL ALARM BOX

• Send signal as directed on the box. Send signal as directed on the box.

• Notify the fire department by telephone using Notify the fire department by telephone using the guidelines given earlier. the guidelines given earlier.

TS 18–30

ALERTING ALERTING STAFFED STATIONSSTAFFED STATIONS

• Computerized line Computerized line printer or terminal printer or terminal screen with alarm screen with alarm

• Vocal alarm Vocal alarm

• Teletype Teletype

• House bell or gong House bell or gong

• House lightHouse light

• Telephone from Telephone from telecommunicator on telecommunicator on secure phone line secure phone line

• Telegraph register Telegraph register

• Radio with tone alert Radio with tone alert

TS 18–31

ALERTING ALERTING UNSTAFFED STATIONSUNSTAFFED STATIONS

• Pagers Pagers

• Home electronic monitors Home electronic monitors

• Telephones Telephones

• Sirens Sirens

• Whistles or air hornsWhistles or air horns

TS 18–32