SOP 204.01  COMMUNICATIONS DIVISION RESPONSIBILITIES

 

MISSION:

The mission of the Communications Division is to provide a system to receive emergency calls from the public for emergency services provided by the Public Safety Division.  When an emergency call is received the duty is to dispatch the proper department to the scene of the emergency.

 

OBJECTIVE:

The objective of the Communications Division is to provide a system with equipment and qualified communication dispatchers who receive emergency calls from the public; route information; dispatch emergency units to the scene, and provide communication and information support to the responding department units.

 

The Communications Dispatcher will many times receive calls from callers who are sick; injured; excited; drunk or arrogant.   Some of these callers may not speak English clearly, if at all.  Getting the proper information from these people requires caring, sympathetic, resourceful and skillful dispatchers.

 

The success of handling emergency calls successfully, rest with the dispatcher getting all necessary information and relaying this information to the proper response service.  The dispatcher will constantly monitor communication channels and be prepared to provide any and all assistance which may be needed by the responding units. The dispatcher is the critical link between the public and the responding departments and likewise is the critical link between the responding units and other assisting agencies.

 

Often the dispatcher is the first and only contact with the City of Ennis. The caller probably does not understand the dispatching procedures, or the responsibilities of the Communications Division. The image that the dispatcher conveys is critical in meeting the goals, mission and objectives .of the City of Ennis and the emergency response divisions.

 

SUPERVISION:

 

The Police Support Services Captain supervises the Communications Division.  The Communication Division provides service for the Public Safety Division (Police, Fire and Emergency Medical Services) and the City of Ennis Administration.

 

The dispatching office is staffed 24 hours per day each day of the year. The shifts and staffing levels are assigned by the Communications Division supervisor.

 

DUTIES AND RESPONSIBILITIES OF THE DISPATCHER:

 

Communication Dispatchers will be held responsible for receiving emergency calls from the public.   The following applies to all incoming "911" calls:

 

  1. Answer all calls as soon as possible, giving priority to any incoming  “911” lines.   When a  “911” line rings, put any other call on hold that is not an emergency and answer the “911” line.   NEVER put a  “911” line on hold.

 

  1. Answer the "911" line with "Ennis 911, State Your Emergency”

 

  1. The City of Ennis "911 PSAP" is fully enhanced and provides the Name of Customer; Address and Phone number where the emergency call has originated.

 

  1. If the “911” information is provided on the screen, confirm the information and ask any other questions which may be required, depending on the type of call and the service desired.

 

  1. Notify the responding department or unit and relay the required information

 

  1. Relay further information as it becomes available, to the responding unit (s).

 

 

  1. If the 911 screen does not provide the "Customer Information", then the following information must be obtained by the dispatcher:

 

A. Nature of Call

B. Address or Location

C. Call back phone number 

D. Name of Caller

 

The following procedures and responsibilities, apply to Fire and Emergency Medical Service Calls:

 

  1. Notify the Fire Department by using the appropriate "Tone Encoder Key" (EMS or FIRE) and transmit the information over Channel 6.

 

  1. Assign a "Time and Incident Card" on an appropriate card "Fire Alarm" for all fire responses or "Emergency Medical Card" for all "EMS Responses". The following times will be stamped by the dispatcher on the time card:

 

A. Time  of Call

B. Time  En-Route (10-76) (First responding unit only)

C. Time  On-Scene (10-23) (First arriving unit only)

D. Time  of "Out-Tap" (Fire under Control)

E. Time  of EMS Unit En-Route to Hospital (From Scene)

F. Time  of EMS Unit at Hospital

G. Time  Assignment Completed

H. Time  that units are out at Station (10-8) (Last Unit)

 

Note: The "Time Card" is an official record of the incident, therefore all times, location, and unit responding must be completed on the time card.  The dispatcher will sign the card when the card is complete.

  1. Monitor all radio traffic on Channel 6 and immediately respond with appropriate action. Some examples are:

 

A. Call for Mutual-Aid; police assistance

B. Man-power tones (Fire encoder key)

C. Call for additional resources (Red Cross, Equipment Services, Public Works, TNRCC, TXU, Etc.)

D. Notify Chemtrec for Hazardous Materials Incidents

E. Notify hospital of patient condition or status information

 

 

 

  1. Promptly notify the "City Manager" (Director of Emergency Preparedness) of emergency situations as required by City of Ennis Emergency Operations Plan.

 

  1. All radio transmissions from Fire or EMS units will be immediately acknowledged.

 

  1. All 911 calls are considered to be an EMERGENCY until verified as non-Emergency by the response of a unit from the Public Safety Division.

 

PROCEDURES FOR DISPATCHING ALARMS TO THE FIRE DEPARTMENT:

 

After the dispatcher has obtained all necessary information, the dispatcher will alert the fire department by using the "Encoder Keys" on the dispatcher’s radio console. The "Encoder Keys" are labeled "FIRE" and "EMS".

 

The "EMS Encoder Key" is used for dispatching the following types of calls: (Cycle Encoder One Time)

 

  1. Emergency Medical Calls (Emergency Only)
  2. Major Accidents
  3. Extrication or Rescue (Vehicle or industrial )
  4. Water Rescues; drowning
  5. Assist the Public or Police

 

The "FIRE Encoder Key" is used for dispatching the following types of calls: (Cycle Encoder Two Times)

 

  1. Structure Fires or any fire in a structure
  2. Automatic Fire Alarms
  3. Automatic Water Flow Alarms
  4. Smoke or Carbon Monoxide Alarm Calls
  5. Grass, Brush or Dumpster Fires
  6. Aircraft Fire or Crash
  7. Vehicle Fires (Automobile or Truck)
  8. Hazardous Conditions (Gas leak or Electric lines)
  9. Bomb Threats
  10. Railroad Train or Boxcar Fires
  11. Hazardous Materials Incidents
  12. Mutual-Aid Request
  13. Any Fire, Explosion, or Hazardous Spill Call
  14. Personnel Recall; Manpower Calls; Evening Check (1900 hours)
  15. Special Weather or Situation Bulletins

 

 

 

RESPONSE BY FIRE DEPARTMENT UNITS:

 

The first responding unit shall ask the dispatcher to punch and hold a. time and incident card when reporting en-route.   All other responding units shall report en-route and repeat the location.   The dispatcher shall acknowledge the first responding unit, acknowledgment  to other responding units is not required unless radio traffic is directly called to "Ennis".

 

Units responding from "out of quarters" will give their location when acknowledging, if it will significantly affect arrival   time or normal response routes.  Example: "Engine 915 responding from 200 block of W. Gilmer, we have a train at W. Gilmer St. and the tracks.

 

 

WHILE RESPONDING:  [S.O.P. 205.04]

All Fire and EMS responses will be made "Code 3” unless otherwise indicated by the dispatcher or a command officer.  On special duty responses, the response will be made "Code I" unless otherwise indicated by the dispatcher or a command officer.

 

The dispatcher shall forward any additional information to responding units, especially if the information involves LIFE, SAFETY or PROPERTY.

 

While responding, companies may communicate with one another if radio traffic permits. Effective communications during this period can set the stage for effective action and improve the overall rescue and fire attack effort.  Factors such as occupancy hazards, access, traffic conditions, and response routes may be communicated.   Company officers should review map books and pre- plans carried on the unit for specific tactical information.

 

 

The following represents procedures for "Dispatch and Responder Interaction in Communications":

 

BRIEF INITIAL REPORT:  (S.O.P. 201.010)

 

The first arriving unit at the scene of an incident will give a brief initial report describing the situation.

 

For structure fires this report should include:

 

Apparent Conditions

*   Nothing Showing (Indicates Checking)

*   Smoke Showing (Amount & Location)

*   Fire Showing (Amount & Location)

*   Fully Involved

*   Working Fire

 

Structural Type

*   Height (Number of Stories)

*   Construction (Wood, Brick, Metal, Concrete, Frame, Tilt-Wall)

*   Occupancy (Residence, Mercantile, Industrial, Institutional)

 

Action To Be Taken 

*   Assuming Command 

*   Laying Line

*   Rescue

*   Attacking

 

COMMAND: S.O.P. 201.01

Once Command has been established, all routine communications between the dispatcher and the incident will be directed through "Command".

 

PROGRESS REPORTS: S.O.P. 201.01

During active firefighting operations, "Command" will provide the dispatcher with regular progress reports when significant tactical plans are changed or unusual situations are encountered.    The first progress report should be given after initial action has been implemented and should include the correct address and an improved description of the building and fire conditions if the arrival report was incomplete.    The first report should include the declaration of a working fire when appropriate and give an indication of the number of units needed and the time they will be held at the scene.

 

The dispatcher will REPEAT the significant facts from progress reports for the information of monitoring units.                                      

 

The dispatcher will also notify the City Manager of progress reports they are given.

 

WORKING FIRE:

 

The term "Working Fire" indicates a situation which will  require commitment of all responding units. This report advises the dispatcher the units will be engaged in tactical activities and will be held at scene for an extended period of time.

 

When notified of a "Working Fire", the dispatcher will:

 

  1. Repeat "Working Fire In Progress" at (Location) to all other responding units.
  2. Notify Utility Companies  that assistance will be needed at the scene.
  3. Be prepared to dispatch further assistance or Mutual-Aid.
  4. Dispatch Police f or traffic and crowd control .
  5. Notify the City Manager that a "Working Fire" is in progress
  6. Notify East Texas EMS provider of the fire department situation.
  7. Be prepared to dispatch any special agencies or equipment when the need is indicated.

 

The dispatcher will monitor radio traffic from "Command" to anticipate needs of command, and be prepared to immediately react.

 

The dispatcher will activate the “Fire Encoder Key” for special announcements when advised by Command, City Manager or the Public information Officer.

 

 

 

ALL CLEAR AND UNDER CONTROL: S.O.P. 201.01

 

The dispatcher will acknowledge "ALL CLEAR" and "UNDER CONTROL" reports from "Command" only.

 

To avoid confusion between ordering a primary search and reporting "All Clear", and the status of the fire "Under Control" and "Out Tap", the following standard terminology will be used:

 

*   "Primary Search" refers to the tactic of searching the structure for people trapped or down for the purpose of rescue.

 

*   "All Clear"  refers to the   completion of the primary search and that the structure is clear of trapped of down persons.

 

*   "Under Control " refers to the status of the fire, that the effort has accomplished the goal of stopping the fire and that no additional resources will be needed to perform the goal of confinement of the fire.

 

*   "Out Tap"  refers to the complete extinguishment of the fire and crews will be in the overhaul mode looking for hot spots.

 

MUTUAL AID:  S.O.P. 207.10

 

When major fires or other special incidents require manpower and equipment needs greater than the capability of the Ennis Fire Department, or if special equipment is needed to control an incident, the following personnel are authorized to call for mutual-aid:

 

*   Fire Chief

*   Asst. Fire Chief

*   Shift Commander or Acting Shift Commander

*   City Manager

 

When calling for mutual-aid, tell the dispatcher which agency to call, and exactly what equipment you are requesting. You should also include the location for them to report and ask for a police escort to meet them. After calling, confirm with "Command".

 

STAGING:  S.O.P. 203.01

 

Staging is a procedure which allows responding resources and units to be prepared to enter the incident location.    This procedure allows the first arriving unit to enter the incident area and keep the area access available to responding resources as needed for the most efficient spotting of units, hose and equipment.   There are two (2) levels of staging that are used by the Ennis Fire Department:

 

Level I Staging:  S.O.P. 203.02

 

"Level I" staging is automatic at all structure fires until "level 2" is designated by command.   After arrival of the first on-scene unit, all other units will stage in the direction of travel to the incident location.      The staging will be outside of the fire block location, and the units will remain staged until directed to respond with unit, equipment or personnel by the fireground officer.

 

Level 2 Staging:  S.O.P. 203.03

 

“Level 2”  staging is a formal "Staging Area" designated by "Command".  Any additional  units requested by "Command" will report to the designated "Staging Area".   The dispatcher will confirm the "Staging Area” Location" with command and all additional units reporting to the dispatcher will report to this formal location.

Units arriving at the "Staging Area" will report to the "Staging Officer" in person, not by radio, for availability status and assignment.  All communications between "Staging" and the "Fireground" will go through "Command" and not the dispatcher.

 

SECTORS  S.O.P. 206.01

 

"Sectors" are areas of the fireground that have been designated by "Command" to accomplish better control of the resources and increase the efficiency of the strategic and tactical efforts.

 

All fireground communications will utilize Ennis Fire Department primary radio channel 6. All side communications and conversations will  utilize channel 7 by request only.

 

Sector commanders should use non-radio modes with companies as much as possible, but will keep "Command" advised of progress or request by radio on channel 6.

 

STAFF RESPONSIBILITIES:   S.O.P. 201.01

 

Staff members with fireground responsibilities will respond to greater alarms for assistance with various sector and safety functions.

 

Staff members will report in person to the command post and will only assume duties as designated by "Command", and will not automatically assume duties. Communications from "Staff Members" should be with "Command" as much as possible, however, there will be situations that require direct communications with other sector officers.    Staff communications should be "Non-Radio" as much as possible.

 

RETURNING COMPANIES:

 

Only "Command" can release units from the incident.  Command will indicate the units to "hold" at the scene and release the remainder from the assignment.  The dispatcher will re-transmit this report from "Command" and the balance of the units shall return to service.

 

"Command" should also give a brief report describing the situation when returning units to service.   Units returning to service shall  communicate their status with the dispatcher.   This status shall be either “Available for Call" or "Unavailable for Call".  This status is based on personnel equipment levels.

 

If a unit changes status, they shall communicate their new status with the dispatcher, the dispatcher shall then notify "Command" of the status of that unit.

 

 

 

MOVE-UP AND RECALL POLICY: [S.O.P. 201.011

 

The "Shift Commander" is responsible for relocating units to maintain the best available coverage for the entire city.   This responsibility includes the authority to request mutual-aid from neighboring cities,  recalling personnel, control scheduled non- emergency events and relocating units to balance coverage.

 

All "Move-Ups" will be communicated to the dispatcher.

 

The need for move-up or recall should be evaluated whenever:  

*   A “Working Fire” is declared.

*   Three or more units are committed to an incident in an outlaying area

*   Multiple incidents are dispatched.

*   Simultaneous incidents occur in one area of the city.

 

Move-Ups should be made if it appears that an area will be uncovered for more than thirty (30) minutes.

 

All move-ups will be made non-code, Code I due to a critical gap in coverage.  Unless advised to respond code 3.

 

The "Shift Commander" shall have the authority to recall off-duty paid and volunteer personnel to staff reserve units to maintain coverage in the city. This decision shall be made based upon on- duty units and personnel committed to a scene;  availability of other resources; and the availability of personnel immediately available for use as responders.

 

MUTUAL-AID RESPONSES BY "EFD" UNITS:  S.O.P. 209.09

 

Ennis Fire Department units responding on "Mutual-Aid" request by other cities, shall report en-route on EFD primary channel 6 before switching to the channel of the city to which they are responding.

 

Dispatcher shall notify the City Manager of the "Mutual-Aid" response.

 

EFD units shall scan channel 6 while using the other cities channel.  This will allow additional information to be monitored and the unit may be recalled if necessary.  When the unit is released, they shall report their status with the dispatcher (Ennis).

 

NORMAL RADIO TRAFFIC COMMUNICATIONS:

 

Normal communications wi