1. HERO UNIT Training Module
Radio/Telephone Protocol

2. Overview
This course is designed to provide the HERO Operator with guidelines for both the operation of a portable radio, utilizing the ten codes and signals, and a hand held cell phone.

3. Course Outline Radio Protocol Ten Codes and Signals
Guidelines for usage
Common problems
Reminders
Ten Codes and Signals
Why are they used?
Numeral Pronunciation
Cellular Phone Protocol
Summary

4. Radio Protocol Guidelines
Turn off the truck radio (siren when possible) before keying the mike
Wait a few seconds before talking after keying the mike
Remember the acronym C-Y-M-B-A-L
Color
Year
Make (Model)
Body
Any other identifiers
License Plate (State first, then letters and numbers)

5. Radio Protocol Guidelines When describing people its: Race Gender
Height
Weight
Hair
Clothes
Always provide a tag number when assisting a stranded motorist – SAFETY is the #1 Rule

6. Radio Protocol Guidelines
Always know your location and situation before keying your mike
Speak slowly and calmly
Be clear
Be concise
Be correct

7. Radio Protocol Guidelines
Keep your radio “on”, and with you at all times, while on duty
The use of profanity, while transmitting, is prohibited
Never dispatch for yourself – contact the TMC for back up
Do not call the TMC or other operators with food or objects in your mouth
Do not yell into the radio
Do not put the mike so close to your mouth that what you say becomes muffled

8. Radio Protocol Guidelines
Do not use the word “request” (10-52, 10-53, 10-60, etc.) just use the ten codes
Refrain from using phrases such as “Be advised that…” or “its going to be a…”
Do not use “possible, probable, and partial” (Possible 10-41, lane 2 is partially blocked) either it is or it isn’t

9. Radio Protocol Common Problems • Speaking too fast
The average person speaks words per minute
The average person can only copy words per minute, when using abbreviations
• Not Speaking Clearly
Using “ah” is unacceptable. Do not key the mike unless you know what you are going to say!

10. Radio Protocol ♦ Reminders ♦
Keep transmissions brief. Should not be longer than 30 seconds
If the transmission is long, re-key the mike
Make sure you don’t leave your mike hanging open
NEVER leave your radio unattended
Avoid “front end clipping” (failure to depress the transmit switch before beginning the broadcast)
When there is heavy radio traffic, like during an emergency, listen for a second or two before keying the mike, to ensure that you don’t “step” on another transmission.

11. Ten Codes Why are they used?
The purpose is to be able to rapidly and accurately handle official dispatches, messages and information between mobile units and the TMC, between the TMC and other departments within the system. These abbreviated codes are used to help avoid some of the miscommunication when talking on the radio during an emergency scene and to reduce “air time”.

12. 10-Codes

13. Signals (Phonetic Alphabet)
Why are they used?
This system of communication is used to make the spelling of names and reading of license plates less confusing. Since many of the letters sound alike, in the event of a poor transmission, the dispatcher might misunderstand one of the letters the operator is saying. For example, the letters “B” and “E” might be confused. To avoid this, instead of the operator saying, “B”, the word “Bravo” would be used. A tag with the license plate reading FCS-876 would be read as follows, “Fox trot, Charlie, Sierra - 876”.

14. Phonetic Alphabet A Alfa J Juliet S Sierra B Bravo K Kilo T Tango
C Charlie L Lima U Uniform
D Delta M Mike V Victor
E Echo N November W Whisky
F Foxtrot O Oscar X X-ray
G Golf P Papa Y Yankee
H Hotel Q Quebec Z Zulu
I India R Romeo

15. Numeral Pronunciation
Number Pronunciation
One Wun
Two Too
Three Thruee
Four Fower
Five Fie-Yiv
Six Siks
Seven Sev-von
Eight Ate
Nine Nie-Yon
Zero Zeero

16. Cell Phone Protocol The cell phone is NOT to be used for
personal calls (incoming or outgoing)
The cell phone is issued to you and is
therefore your responsibility.
If you lose your cell phone you will be
subject to replacement cost.

17. Cell Phone Protocol
Cell phone numbers are restricted and shall not be given out
A cell phone log is required of HERO operators and must be completed for each call made and received on a daily basis.
Motorists are allowed one (1) “Courtesy Call”,
the HERO operator should:
• Dial the number for the motorist
• Insure that the call does not exceed 2 minutes
• Conversation should be related to the problem at hand
• If assistance isn’t secured on the first call, you may allow the
motorist to make 1 additional call

18. Cell Phone Protocol The cell phone is also a means of BACKUP
communication. Use it when all else
fails.
Maintain your cell phone, keep the battery
charged and your phone clean.

19. Summary “Communication is the Key”
TMC HERO Operator

20. Questions or Discussions
THE END
Questions or Discussions