Course Firefighter II Unit IX Emergency Communications Essential Question Why is it important for emergency service dispatch personnel to be able to communicate effectively in both emergency and nonemergency situations? TEKS 130.300(c) (1)(A)(B) Prior Student Learning - NFPA 1001 - The local radio codes and procedures - The local jurisdiction Estimated Time 4 hours total Emergency Services Communications Rationale Fires and emergency service calls need to be handled expeditiously. It is vitally important that communications personnel are able to receive information, dispatch units, and maintain lines of communication between the command center, Incident Commander (IC), line personnel, and other agencies involved in the response. There are protocols involved in receiving and dispatching alarms, as well as NFPA and industry standards that have been adopted by many states throughout the country. Knowledge of those standards and expectations is essential for effective Emergency Services Communications. Objectives The student will be able to: 1. Apply protocols for managing emergency situations using radio equipment, computer technology, and public address and warning systems. 2. Use word processing and spreadsheet software in fire management systems. Engage Engage your students in a discussion about the communication process as it relates to the fire service. Discuss some examples of communication, and ask for examples or stories when the students themselves may have caused or been the victim of miscommunication. Express the importance of not just being able to give messages or instructions, but also being able to effectively receive messages and/or instructions. Emphasize that the beginning of incident mitigation begins with effective communication. Use the Discussion Rubric for assessment. Key Points I. Communications Equipment A. Radios 1. All components of the fire service are able to communicate with each other in emergency and non-emergency situations 2. Radios are able to receive and transmit information between the units out in the field, the IC, and the communications center 3. Be aware that all transmissions can be monitored by outside sources such as the news media B. Telephones 1. Phone systems communicate voice messages, computer information, and documents through fax systems a) TDD/TTY text phones allow hearing and/or speech impaired individuals to communicate over the telephone system 2. Cell phones can also send text information and pictures as well 1
as computer information 3. Phone systems are sometimes the only method of reliable, fast communication in rural areas 4. Fax machines take images and text, convert them into a digital format, and transmit them over phone lines C. Public Alert Systems 1. These systems can be used by anyone to report an emergency and include a) Telephones b) Two-way radios/circuit boxes c) Fire alarm boxes d) Call boxes e) Reports from walk-ins 2. When receiving calls from public alert systems, the call taker must be able to acquire all of the necessary information to dispatch personnel quickly and effectively: a) Name b) Call back number c) Location of the incident D. Computer Aided Dispatch Systems (CAD) 1. Aid telecommunicators, call takers, and dispatchers by a) Selecting which units to dispatch using computer programs, GPS, etc. b) Using Automatic Vehicle Location (AVL) to determine the closest response vehicle II. Communications Equipment Protocols A. Radios 1. Radio equipment operators must effectively a) Process information under stressful conditions b) Pass on task-related information as well as direct orders c) Use proper terminology and be as concise and brief as possible without losing the message d) Know what they are going to say before keying the microphone e) Use proper radio discipline (1) Radio operators must hold the push to talk button for a minimum of 2 seconds before speaking (2) Keep the button depressed for at least 2 seconds at the end of the transmission (3) This allows the entire message to be heard without clipping the beginnings or ends of messages f) Refrain from using fire service slang or jargon g) Keep from using individual s names in radio messages (systems are monitored) h) Enunciate while speaking clearly and concisely 2
B. Telephones 1. Telecommunicators must effectively a) Answer 95% of all calls within 30 seconds, and respond to all alarms within 60 seconds b) Obtain the nature of the emergency c) Collect the address or location of the emergency, as well as a callback number d) Maintain composure e) Enunciate while speaking clearly and concisely f) Follow up on incomplete calls g) Be able to receive alarms from different source types (1) TDD/TTV text phones (2) Direct lines (3) Commercial phone systems (4) Cell phones (5) Alarm boxes (6) Emergency telephone systems (7) Call boxes III. Fire Management Systems A. Computer aided dispatch (CAD) is an automated system that assists in assessing dispatch information and aligning the initial response of personnel and equipment B. Automated vehicle location (AVL) uses global positioning satellite (GPS) technology to alert the closest available units to the emergency C. National Fire Incident Reporting System (NFIRS) is a collection of statistics and data about fires in the United States 1. The data is collected and sent by local fire departments to the Texas Fire Incident Reporting System (TXFIRS) 2. All information is forwarded to the United States Fire Administration (USFA) 3. All fifty states participate in NFIRS 4. Collected information helps establish and justify budgetary needs, including manpower and equipment D. Personal computer systems to collect and report information for NFIRS and TXFIRS 1. Used to justify department and community needs related to the fire service E. Computers are used for records keeping, including 1. Spreadsheets for inventory 2. Map information 3. Hazardous materials storage facilities and/or permitting 4. Prefire planning (preplans) 5. Departmental policies and procedures 6. Mutual aid agreements 3
Activities 1. Call Taker Intake Form. Have each student design a Call Taker Intake Form. The form will be designed for use by a 911 dispatcher to record pertinent information from a caller reporting an emergency. It should include the following information: the caller s name, the caller s address, the location of the incident and the nature of the incident. Use the Individual Work Rubric for assessment. 2. Emergency Service Communications Listening Activity. Have each student go to the front of the room (one at a time). Each student will be asked 3 questions about themselves (a personal attribute or something that they like or dislike) by three other students. Do not let the same three students ask all of the questions. All of the students should get involved. Take notes as to which students ask which questions and what the answers were. After all of the students have been asked and answered 3 questions, inform the class that there will now be a quiz about the class responses. This is when the class discovers if they really listened to each other. Members of the class must recall who asked what questions to whom, and what the answers were. Use the Individual Work Rubric for assessment. 3. Portable Radio Use Activity. Have students demonstrate the proper method of using a portable radio during routine and emergency traffic. Use the Portable Radio Use Checklist for the activity and for the assessment. Assessments Emergency Services Communications Quiz Portable Radio Use Checklist Discussion Rubric Individual Work Rubric Writing Rubric Materials Emergency Services Communications computer-based presentation Apparatus radio or hand held radio (props) Resources 0135151112, Essentials of Firefighting (5 th Edition), International Fire Service Training Association (IFSTA), 2008 1428339825, Firefighter's Handbook: Firefighter I and Firefighter II (1 st Edition), Delmar Cengage Learning, 2008 Accommodations for Learning Differences: For reinforcement, students will work as partners and practice receiving and placing mock emergency calls. Each student will create a minimum of 3 4
imaginary emergency scenarios with the following information for each of the scenarios: the caller s name, the caller s address, the location of the incident and the nature of the incident. The students will then take turns acting as the emergency services personnel. Use the Individual Work Rubric for assessment. For enrichment, students will interview an emergency services employee and write a short paper describing the experience. Use the Writing Rubric for assessment. State Education Standards Texas Essential Knowledge and Skills for Career and Technical Education 130.300. Firefighter II (Two to Three Credits). (1) The student uses information technology applications as they pertain to fire management situations. The student is expected to: (A) (B) apply protocols for managing emergency situations using radio equipment, computer technology, and public address and warning systems; and use word-processing and spreadsheet software in fire management services. College and Career Readiness Standards English/Language Arts Standards III. Speaking B. Develop effective speaking styles for both group and one-on-one situations. 2. Participate actively and effectively in group discussions. IV. Listening B. Listen effectively in informal and formal situations. 1. Listen critically and respond appropriately to presentations. 3. Listen actively and effectively in group discussions. 5
Name Date Emergency Services Communication Quiz 1. It is a violation of Federal Communication Commission (FCC) regulations for outside sources such as the news media to monitor emergency service communications. a. True b. False 2. What is the purpose of TDD/TTY text phones? a. To allow hearing impaired individuals to communicate over the telephone system b. To allow speech impaired individuals to communicate over the telephone system c. Both statements a and b are correct d. Both statements a and b are incorrect 3. When receiving calls from public alerting systems, the call taker must be able to acquire all of the necessary information to dispatch personnel quickly and effectively. a. Name b. Call back number c. Location of the incident d. All of the above 4. Radio operators must hold the push to talk button for a minimum of seconds before and after speaking. a. 1 b. 2 c. 3 d. 4 5. Keeping the push to talk button depressed before and after transmissions allows the entire message to be heard without the beginning or ends of messages. a. Tearing b. Ripping c. Clipping d. Shredding 6
6. What percent of the states participate in National Fire Incident Reporting System (NFIRS)? a. 70 b. 80 c. 90 d. 100 7. Telecommunicators must effectively answer % of all calls within 30 seconds. a. 65 b. 75 c. 85 d. 95 8. All alarms must be responded to within a. 30 seconds b. One minute c. A minute and a half d. Two minutes 9. All information is forwarded to the United States Fire Administration. a. Incident report b. NFIRS c. TSFIRS d. All of the above 10. Which of the following uses global positioning satellite (GPS) technology to alert the closest available units to an emergency? a. AVL b. CAD c. NFIRS d. None of the above 7
Emergency Services Communication Quiz Key 1. B 2. C 3. D 4. B 5. C 6. D 7. D 8. B 9. B 10. A 8
Name: Date: Portable Radio Use Checklist Directions Demonstrate the proper method of using a portable radio during routine and emergency traffic. You will begin on my instruction to start. The skill will end when you state to me that you have completed all of the identified steps. Do you understand these instructions? Performance Objectives 2 pts. each Rotate the radio selector knob to the assigned channel Monitor radio traffic until the air traffic is clear Hold the microphone in the transmit position 1-2 inches from the mouth at a 45 degree angle Depress the push to talk button for 2 seconds prior to transmitting, speak into the microphone, and transmit your message using department codes and Standard Operating Procedures (SOPs) After transmitting the message using department codes and SOPs, keep the push to talk button depressed to avoid message clipping Total points possible - 10 Instructor s Signature Date 9
Name Date Objectives 4 pts. Excellent Discussion Rubric 3 pts. 2 pts. Needs Some Good Improvement 1 pt. Needs Much Improvement N/A Pts. Participates in group discussion Encourages others to join the conversation Keeps the discussion progressing to achieve goals Shares thoughts actively while offering helpful recommendations to others Gives credit to others for their ideas Respects the opinions of others Involves others by asking questions or requesting input Expresses thoughts and ideas clearly and effectively Total Points (32 pts.) Comments: 10
Name Date Objectives Follows directions Student completed the work as directed, following the directions given, in order and to the level of quality indicated Time management Student used time wisely and remained on task 100% of the time Organization Student kept notes and materials in a neat, legible, and organized manner. Information was readily retrieved Evidence of learning Student documented information in his or her own words and can accurately answer questions related to the information retrieved *Research/Gathering information (if relevant) Student used a variety of methods and sources to gather information. Student took notes while gathering information Total Points (20 pts.) Comments: Individual Work Rubric 4 pts. Excellent 3 pts. Good 2 pts. Needs Some Improvement 1 pt. Needs Much Improvement N/A Pts. 11
Name: Date: Writing Rubric Objectives The writing has all required parts from introduction to conclusion in smooth transition. The writing is interesting, supportive, and complete. The writing demonstrates that the writer comprehends the writing process. Accurate spelling, grammar, and punctuation 4 pts. Excellent 3 pts. Good 2 pts. Needs Some Improvement 1 pt. Needs Much Improvement N/A Pts. The content of paragraphs emphasizes appropriate points. The writer shows an understanding of sentence structure, paragraphing, and punctuation. All sources and references are clearly and accurately documented. Total Points (28 pts.) Comments: 12