Fire Communications Overview Brampton Fire Arvada Fire Phoenix Fire

Fire Communications Overview Topics Role of the Fire Communicator Vital Services of Fire Communications Systems Fire Service Communications Facilities and Systems Fire Communications Systems / Equipment Terminology

Role of the Fire Communicator

ROLE OF THE FIRE COMMUNICATOR Typically operates in two primary roles - Calltaker - Dispatcher As a Calltaker, the Fire Communicator is responsible for answering all emergency and administrative requests from citizens. As a Dispatcher, the Fire Communicator is responsible for dispatching the appropriate Fire apparatus to the emergency and is responsible for monitoring and responding to requests from specific apparatus and personnel that were dispatched to the emergency. Operation of phones, radios, computer-aided dispatch (CAD) systems in an integral part of these primary functions.

ROLE OF THE FIRE COMMUNICATOR … cont’d NFPA 1061, Standard for Professional Qualifications for a Public Safety Telecommunicator, clearly outlines the behavioural characteristics or traits that a person should possess to be a viable candidate for a Fire Service Communicator position. Among these traits are; The ability to maintain composure in high stress conditions, remember details and recall information easily is vital to the job The ability to make decisions based on common sense and standard values The ability to maintain composure in high stress conditions The ability to remember details and recall information easily The ability to exercise voice control, including the ability to maintain balanced tone, modulation, volume and inflection while communicating effectively.

VITAL SERVICES OF FIRE SERVICE COMMUNICATIONS SYSTEMS Ambulance Services Other Fire Services Hydro Services General Public Police Services

VITAL SERVICES OF FIRE SERVICE COMMUNICATIONS SYSTEMS Fire Service communications systems have four primary functions or tasks, which are referred to as “vital services”. These primary functions facilitate communication; 1.with the Public 2.between department members 3.between Fire Departments 4.between the department and other assisting agencies

COMMUNCATION WITH THE PUBLIC Communication with the public is one of the vital services of Fire Communicators. Requests for assistance from the public can be emergency calls from citizens reporting fires or in need of emergency assistance, or non-emergency calls from citizens in need of general information. The role of a Fire Communicators is to ask the appropriate questions in order to analyze the call and provide the appropriate assistance.

COMMUNCATION BETWEEN DEPARTMENT MEMBERS Communication between members of the department include both emergency and non- emergency messages. Communication can be accomplished by radio, telephone, fax, or other transmission methods. Examples of inter-department communications are; communications providing incident information to fire stations and mobile equipment response personnel reporting location and work status to the Fire Communicator providing coordination information and status to units responding to an emergency Incident Commanders providing instructions to the Fire Communicator and to personnel under their command general inter-departmental updates regarding personnel and equipment status, weather forecasts, outdoor burning and other administrative topics.

COMMUNCATION BETWEEN FIRE DEPARTMENTS Many departments supply neighbouring departments with requested information. This direct communication is important, as departments within any given geographical area often have common informational needs. Incidental or non-directed communication occurs when one department monitors the transmissions of another. Most of this kind of communication is by radio, especially among departments that share a radio system or channel. Monitoring other departments helps the Fire Communicator anticipate the need for Mutual Aid and to be aware of the level of emergency activity in the larger geographic area.

COMMUNCATION BETWEEN THE DEPARTMENT AND OTHER AGENCIES Another vital service of Fire Communications is to pass messages between the Fire Department and public safety support agencies such as Public Works, highway maintenance departments, utility companies, hospitals and ambulance services, towing agencies, law enforcement agencies, industries and the media. Fire Departments sometimes exchange a large variety of information with non-fire agencies and private entities. For example; law enforcement can provide assistance with traffic management and scene security Public Works can provide assistance with the maintenance of public water systems for fire protection

COMMUNCATION BETWEEN THE DEPARTMENT AND OTHER AGENCIES ….cont’d Utility companies can secure building and street utilities during or after an incident. Gas and electrical utilities can be called upon to shut off the supply during a structure fire incident Environmental protection can provide assistance during hazardous material spills Public Health Department can be called to fires in businesses that sell or prepare food to ensure food is not contaminated prior to the business reopening after the incident Media can assist in getting needed information out to the public Weather forecasters can provide valuable information during hazardous materials incidents

FIRE SERVICE COMMUNICATIONS FACILTIES AND SYSTEMS

In the early years of Fire Departments, Firefighters were summoned by everything from rattles, to yells for help and ringing bells or gongs. With the invention of the telephone, radio and computers, the field of fire communications has taken giant leaps forward. Fire communications systems have evolved over the years and continue to do so. Today’s Fire Communications Centres are typically housed in modern facilities which use sophisticated technology for the receiving, documenting and dispatching of calls for service. Fire Communications Centres can vary greatly in size and the number of Communicators employed, based on the size of the Department, municipal population being served and the number of calls for service per year. Small towns may only have one Fire Communicator on duty at any given time, whereas a large City such as Toronto may have upwards of 20 Fire Communicators on duty on each shift. Toronto Fire Service Radio Communications (live)

BACKUP COMMUNICATIONS FACILITIES Every Communications Centre should be supported by a backup location in the event that the primary facility encounters problems that render it inoperable, resulting in an evacuation of the primary facility. An evacuation could be the result of an environmental event (hurricane, tornado, flooding, earthquake, etc), or a fire condition. It is imperative that all Fire Communicators be familiar with policies and procedures relating to the operation of their designated backup facility and the equipment provided. Often the equipment provided at a backup facility is not identical to the equipment in the primary facility.

9-1-1 TELEPHONE SYSTEMS In the 1960’s the International Association of Fire Chiefs recommended that a universal three-digit number be adopted for reporting fires, which would automatically connect the caller to the appropriate fire department. In 1968, the United States phone company AT&T made the digits available as a national emergency number. Conversion to began in Canada in 1972, but it was not until 1974 when it was activated for the first time in London, Ontario. Basic Service Was the original level of service provided which simply routed the voice call from the caller to the appropriate Public Safety Answering Point (PSAP). Enhanced Service In addition to the voice portion of the call, Enhanced provides a data stream which includes the caller’s phone number and physical address. This data stream is referred to as ANI/ALI (Automatic Number Identification/Automatic Location Identification). ANI/ALI is typically displayed on a CAD monitor in the Fire Communications Centre.

9-1-1 TELEPHONE SYSTEMS … cont’d E-911 Wireless Phase 1 Provided for only the cell caller’s phone number and the cell tower being accessed. E-911 Wireless Phase 2 Provides for the cell caller’s phone number and the latitude and longitude (GPS) coordinates within an accuracy of a few hundred meters or less and VoIP Phone Systems (Fixed, Nomadic) Not all VoIP phone systems are created equal and may, or may not have the ability to access the system. T-911 Text with (Deaf and Hard of Hearing Community) Currently be implemented across Canada. Only applies to registered cellular users (hardware). Canadian Radio-television and Telecommunications Commission (CRTC)

Fire Communications Systems / Equipment Terminology

Computer Aided Dispatch (CAD) Systems Keep track of the availability of all apparatus, the location of active incidents, as well as the status of units which have been assigned to respond to emergencies Provide for archival data of previous events for record keeping purposes. Can be linked to external record management systems (RMS) GIS mapping Property hazard information Building floor plans Policy & Procedures Mobile vehicle data tracking

Fire Communications Systems / Equipment Terminology … cont’d Radio Systems Are the primary link between the Communications Centre and responding personnel Regardless of the complexity of the radio system, there are three basic components – base stations, mobile radios and portable radios Can provide both voice and data communications Allows coordination of fire-ground activities, progress reports, requesting additional assistance, returning units not required Can be simplex systems, repeater systems or multi-trunked radio systems Motorola “Say it Loud and Clear” (15 mins)

Fire Communications Systems / Equipment Terminology … cont’d Fire Station Alerting Systems Fire apparatus do not “patrol” like police units do, so systems are in place to notify the required stations and apparatus for service This can be anything from a phone call, to paging systems, to high-tech automated alerting systems Volunteers Firefighters are typically provided with a pager to receive their alarm dispatches Full-time Firefighters receive their alarm dispatches in the station via alert tones and voice dispatching Fire Station Alerting Video

SUMMARY In this module we’ve covered several topics including; the Role of the Fire Communicator the Vital Services of Fire Communications Systems, such as Utilities, Police, Ambulance, other Fire Services various Fire Service Communications Facilities and Systems, including the system and backup Communications Centres and Fire Communications Systems / Equipment Terminology including radio systems, Fire Station alerting and paging systems Fire Communicators play a vital role in the Fire Service. They are the bridge between the caller and the field units, as well as the conduit for vital information and services after the units arrive on scene. It is critical that the Fire Communicator have the knowledge and skills relating to the equipment provided. Being effective has a major impact on the outcome of an emergency situation.