Chapter 3

Communications and Alarms

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

3.2

3.3

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

Communications Personnel• Receives emergency requests from

citizens– Evaluates need for response– Sounds the alarm that starts first responders

• Provide pre-arrival instructions• NFPA 1061 standard outlines behavioral

characteristics• Quality training program; work performance

evaluation• Adequate staffing level at communications

centers3.4

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

3.5

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

3.6

Receiving Reports ofEmergencies

• 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

attention3.7

3.8

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

Receiving Reports ofEmergencies (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

friendly3.9

Receiving Reports ofEmergencies (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

3.10

Receiving Reports ofEmergencies (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 pre-arrival instructions

• Information relayed to field units via radio• Note caller’s proximity to incident location

– Useful in locating incidents

3.11

Receiving Reports ofEmergencies (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

3.12

Methods of ReceivingReports 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

3.13

Receiving Reports byTelephone

• 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

3.14

Receiving Reports viaCellular 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

3.15

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

3.16

3.17

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

Receiving Reports viaAutomatic 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 system3.18

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

3.19

Receiving Reports via StillAlarm or Walk-Ups

• Receiving complete and accurate information is important

• Protocols for different departments may vary

• Specific notification systems covered in departmental protocols

• Ring down circuits, base radio, mobile radio communicate with the communications center– Important to notify communications center

3.20

3.21

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

Emergency Services Deployment• Address is the most important information

from the caller• Emergency response organizations identify

common situations– Pre-assign 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

3.22

Emergency ServicesDeployment (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

3.23

3.24

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

Emergency ServicesDeployment (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

3.25

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

3.26

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 3.27

3.28

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.

Radio Systems andProcedures (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

3.29

3.30

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

Figure 3-32 Improper use of a mobile microphone.

3.31

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.

Radio Systems andProcedures (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

3.32

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

3.33

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

3.34

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

3.35

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

3.36

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 units3.37

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 incident3.38