Emergency Services Communications
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
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
Copyright © Texas Education Agency, 2012. All rights reserved.
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
Copyright © Texas Education Agency, 2012. All rights reserved.
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
Copyright © Texas Education Agency, 2012. All rights reserved.
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 (5th Edition), International Fire Service
Training Association (IFSTA), 2008
1428339825, Firefighter's Handbook: Firefighter I and Firefighter II (1st
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
Copyright © Texas Education Agency, 2012. All rights reserved.
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)
apply protocols for managing emergency situations using
radio equipment, computer technology, and public
address and warning systems; and
(B)
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
Copyright © Texas Education Agency, 2012. All rights reserved.
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
Copyright © Texas Education Agency, 2012. All rights reserved.
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
Copyright © Texas Education Agency, 2012. All rights reserved.
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
Copyright © Texas Education Agency, 2012. All rights reserved.
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?
2 pts.
each
Performance Objectives
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
Copyright © Texas Education Agency, 2012. All rights reserved.
Name_______________________________________
Date_______________________________
Discussion Rubric
Objectives
4 pts.
Excellent
3 pts.
Good
2 pts. Needs Some
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
Copyright © Texas Education Agency, 2012. All rights reserved.
Name______________________________________
Date_______________________________________
Individual Work Rubric
4 pts.
Excellent
Objectives
3 pts.
Good
2 pts. Needs Some
Improvement
1 pt. Needs Much
Improvement
N/A
Pts.
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:
11
Copyright © Texas Education Agency, 2012. All rights reserved.
Name:____________________________________
Date:_____________________________
Writing Rubric
4 pts.
Excellent
Objectives
3 pts.
Good
2 pts. Needs Some
Improvement
1 pt. Needs Much
Improvement
N/A
Pts.
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
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
Copyright © Texas Education Agency, 2012. All rights reserved.