Ch2 set 01: Nonemergency and Emergency Call Procedures & Communication Systems

What kinds of nonemergency calls do fire departments receive?

Inquiries, requests for assistance, and personal calls from family or friends.

Whose procedures should firefighters follow when answering department telephone calls?

Their department's procedures, because they represent the department when answering.

How should a firefighter answer a nonemergency call?

Answer promptly, speak pleasantly and professionally, and identify the department, station or facility, unit, and yourself as required.

What information should be recorded in a telephone message?

The time, date, caller's name, caller's telephone number, message, and your name.

What should you avoid doing when placing a caller on hold?

Leaving the telephone line open or keeping the caller on hold for an extended time.

What should happen to a telephone message after it is recorded?

Post it or promptly deliver it to the intended recipient.

What should you do if you cannot answer a caller's question?

Refer the caller to someone who can answer and follow up on the request.

How should a department telephone call be ended?

End courteously and disconnect according to local protocol.

How should you handle an angry or upset caller?

Remain calm, pleasant, and courteous, avoid confrontation, collect the necessary information, and refer the caller to the appropriate officer or division.

Who handles nonemergency or complaint calls in many fire departments?

The Public Information Officer, or PIO.

Why should firefighters know the functions and personnel of each department division?

To refer callers efficiently to someone who can assist them.

How do emergency telecommunications systems vary?

They vary among communities, states or provinces, and regions, regardless of the emergency telephone number used.

What are the two broad categories of emergency telecommunications systems?

Emergency service specific telecommunications centers and Public Safety Answering Points.

What is an emergency service specific telecommunications center?

A separate telecommunications or dispatch center operated by a fire department, EMS agency, or law enforcement agency.

What is a Public Safety Answering Point, or PSAP?

A central location that receives emergency calls and routes them to the appropriate fire, EMS, or law enforcement dispatcher.

What does an Enhanced 9-1-1 system combine?

Telephone and computer equipment, including computer-aided dispatch, or CAD.

What information can Enhanced 9-1-1 provide to a dispatcher?

The caller's location and telephone number, directions to the location, and other information about the address.

What modern emergency reporting capabilities are identified in the outline?

Text messaging and smartphone applications.

Who can a communications center contact through its two-way radio system?

Mobile and portable radios at emergency scenes and base station radios in stations or other department facilities.

What equipment helps communications centers receive calls from people with hearing impairments?

Telecommunications Devices for the Deaf, or TDDs, teletype equipment, or TTYs, and text phones.

What is tone-generating equipment used for in a communications center?

Dispatching resources.

What kinds of calls do communications center telephones receive?

Emergency and nonemergency calls.

What facilities or organizations may have direct-line telephone connections to a communications center?

Fire department facilities, hospitals, utilities, and other response agencies.

What are computers used for in a communications center?

Dispatch information and communications.

What communications are recorded by communications center recording equipment?

Telephone calls and radio transmissions.

What systems send signals to a communications center's alarm-receiving equipment?

Municipal alarm box systems and private fire alarm reporting systems.

Why must emergency calls be handled quickly?

Delays can increase the severity of damage and injuries and threaten community safety.

Which standard does the outline identify for receiving, processing, and dispatching emergency calls?

NFPA 1221, Standard for the Installation, Maintenance, and Use of Emergency Services Communications Systems.

What is a telecommunicator?

A dispatcher trained to obtain correct information quickly and accurately.

What must a fire station have in place when the public reports an emergency directly to it?

Procedures and methods for accurately relaying the caller's information to firefighters.

What five main types of information should be collected from an emergency caller?

The type of emergency, emergency location, number and location of people involved, caller's name and location, and callback number.

What details can help clarify the location of an emergency?

Cross streets, building name, neighborhood, area of the city or county, and nearby landmarks.

What information should be obtained about people involved in an emergency?

How many people are involved and where they are located.

What identifying and contact information should be obtained from an emergency caller?

The caller's name, location, and callback telephone number.