Table of Contents. Responsibilities of the Dispatcher. Using and Operating the Radio (including Tone Out instructions) Radio Codes

Transcription

1 Table of Contents Responsibilities of the Dispatcher Using and Operating the Radio (including Tone Out instructions) Radio Codes Cell Phone Operation and Maintenance Daily Radio and Cell Phone Test Sample Tone Out Messages Scenario A Sample Emergency Call Completing an Incident Report What to Do If Other Important Information / Special Circumstances Glossary of Terms Yarnell Fire Department Roster Frequently Used Emergency Numbers Maps Help with Directions Business/Church/School Addresses Yarnell / Glen Ilah / Stanton Street Listings Yarnell and Glen Ilah Maps Oak Park Yarnell Hill w/ Mile Markers Highway 89 Mile Markers Congress to Kirkland Junction Yarnell to Stanton to Highway 89 Loop Mina Rd. to Stanton Peeples Valley Street Listings and Maps (including Flood Zones and Mines) Fire District Boundaries (Congress to Wilhoit and Skull Valley) County Maps Life Line Ambulance Coverage Area Spanish Phrases for EMTs and Dispatchers NOTE: This Table of Contents does not include page numbers because it is expected that each Dispatcher will organize the Manual to suit their specific needs at particular points in time. Revised 03/26/12 Table of Contents

2 Responsibilities of the Dispatcher The Dispatcher must REMAIN in the YARNELL/PEEPLES VALLEY AREA while on duty; keep the Dispatch Phone and Dispatch Radio nearby and be prepared to answer phone or radio calls every minute that the Dispatcher is on duty. Dispatchers are the Communication Center for the Fire Department and handle Emergency Calls and communications as well as Routine Daily Communications and Equipment Testing using the Department s Radio System and the Dispatch Cell Phone. These two types of Communication Center responsibilities are described below. A. EMERGENCY CALLS The Dispatcher is responsible for: 1. answering the emergency cell phone and recording the time the call was received and all pertinent emergency information (see Incident Report Forms) The Dispatcher takes emergency calls on the Fire Department s Emergency Cell Phone; these calls are generally received from the Sheriff s Office based on a citizen s call to 911, but may be received directly from citizens or other sources. It is important to get the name and telephone number of the person who is calling so that you can call them back if you need further information. 2. notifying department EMTs and firefighters by RADIO: a. that there is an emergency (Toning Out see Tone Out Instructions and Glossary); b. about the address of the emergency and the nature of the emergency (e.g., medical, automobile or motorcycle accident, fire, etc.); c. about any additional relevant information (ambulance has been dispatched, etc.); AND d. confirming that personnel have responded to the call and recording who has responded. The Dispatcher listens to the radio after toning out a call to confirm that Fire Department Personnel have responded to the call. The Dispatcher will use the radio to acknowledge calls from Personnel (see Scenario ). If no Personnel respond to the Toner System the Dispatcher will take action to locate Personnel using other methods (see What to Do If ) 3. notifying the On Duty Officer on the On Duty Phone about any potentially unsafe conditions (e.g., unsafe medical conditions, unstable patients or bystanders, etc.) 4. calling Lifeline Ambulance and reporting the nature of the emergency and requesting that an ambulance be dispatched for all medical calls (including staging calls), vehicular or motorcycle accidents, and Structure Fires [the rule of thumb is AUTOMATICALLY call an ambulance, except for a NON-structure Fire, Hazardous Materials, or a Welfare Check]. The Dispatcher will also 1) ask for an estimated time of arrival, 2) ask that one of the ambulance staff tune to the Yarnell radio frequency, and 3) record the time the call was placed. The Department prefers that Dispatchers call the Ambulance using their personal phone rather than the Emergency Cell Phone 5. listening to radio communication during the entire emergency incident; and a. recording pertinent information on the Dispatch Incident report form (See Completing an Incident Report); b. providing communication assistance, as requested by the personnel at the scene, which may include calling for a Helicopter to be Dispatched, calling the Sheriff for assistance, calling other Fire Districts for assistance, etc; c. recognizing communication that suggests that a scene has become unsafe and contacting the Sheriff to request immediate assistance; d. completing a Dispatch Incident Report that provides the Fire Chief with basic information needed to complete the official Department Incident Report. 6. attending and participating in a debriefing held at the Fire Station immediately after every call. Revised 06/27/11 Responsibilities of the Dispatcher Page 1

3 Responsibilities of the Dispatcher, Continued B. ROUTINE DAILY COMMUNICATION and COMMUNICATION EQUIPMENT TESTING Dispatch is responsible for: 1. DAILY RADIO TEST PAGE (TONE OUT) 1000 hours every morning [See Daily Radio and Cell Phone Test Instructions in this Manual]. 2. DAILY CELL PHONE TEST Immediately following the Daily Radio Test the On Duty Officer conducts a cell phone test. The Dispatch phone will ring and the Dispatcher will answer it and speak to the On Duty Officer to confirm call received. [See Daily Radio and Cell Phone Test Instructions in this Manual] 3. Charging the Radio and Cell Phone Batteries (See Radio and Cell Phone Instructions). 4. Responding to calls from Personnel either on the cell phone or the radio reporting themselves on duty or off duty. The dispatcher will record that information in the log in the Forms Notebook. If an emergency call occurs Dispatch should be able to tell the Fire Chief, or the Designated Duty Commander, who is off duty and therefore not available to participate in the call. NOTE: The Dispatcher is NOT responsible for assuring that at least one EMT is on duty at all times. If the Dispatcher is aware that all EMTs are off duty the Dispatcher should give this information to the Chief or to the On Duty Officer using a land line (see Glossary). 5. Monitoring non-emergency radio communication between personnel and assisting with locating personnel who do not answer non-emergency radio communications (see What To Do If section of the manual for detailed instructions). 6. Answering non-emergency calls that come to the cell phone. a) Ask the caller what number they dialed (427-NNNN or 671-NNNN). b) If the caller dialed 427-NNNN (or doesn t know what number they dialed) immediately report over the radio that the call you just received was non-emergency traffic ; for example: Attention Yarnell Fire Department Personnel: the call just received was nonemergency traffic. This notifies the duty staff that they can stand down, i.e., return to normal activities. c) Inform the callers that they have dialed an Emergency Only number and that in the future they should call the Fire Department Office Phone: d) If callers ask for specific individuals take the caller s name, telephone number, and the reason for the call; report that you will contact the individual and give them the information. NEVER give home telephone numbers for Department Personnel EXCEPT to the Sheriff (YCSO) and other Yarnell Fire Department Personnel. e) Record the call and related information on the YFD Telephone Log in the Dispatcher Notebook. 7. Attending the monthly Dispatch meeting held at the Fire House on the last Monday of each month at 10:00 a.m. Generally these meetings last between 1½ - 2 hours. 8. Attending, each month, at least one of the weekly firefighter training sessions OR training for two hours per month with one of the Operations Captains. Revised 01/30/12 Responsibilities of the Dispatcher Page 2

4 Using and Operating the Radio The Dispatcher must have immediate access to the radio at all times, every minute that the Dispatcher is on duty. The radio is used to: a. Tone Out emergencies b. Allow Dispatch to communicate with Fire Fighters and EMTs * during emergency situations (aka scenes and/or calls). * to obtain information about off duty personnel * to obtain information about personnel who are in a vehicle and away from the station in a vehicle 1. Tone Out an Emergency Tone Out refers to the sound that the radio makes to alert Fire Department Personnel that there is an emergency and that they must listen to the radio for further information. Refer to the page in this Using and Operating the Radio section titled Tone Out Instructions for complete operating instructions. 2. Speak on the radio Press and hold FIRMLY the button on the left side of the radio (known as the PTT - Push-To-Talk button) and THEN begin speaking. If you press the PTT and begin talking simultaneously the first part of your transmission will be lost. When you are finished speaking release the button. Speak across the radio microphone rather than into the microphone; i.e., hold the radio sideways with the side of the radio toward your mouth and about two inches in front of your mouth. Standard language to use: Example 1 - Personnel reporting off duty Personnel say: Dispatch, this is [where is the fire fighter ID number] Dispatch says: 4-2-1, Dispatch Personnel say: Dispatch, will be Off Duty for two hours Dispatch says: will be Off Duty for two hours, Dispatch Clear Example 2 - Personnel reporting vehicle away from Station Personnel say: Dispatch, Engine Dispatch says: Engine 4-0-1, Dispatch Personnel say: Dispatch, Engine with available on radio Dispatch says: Engine with available on radio, Dispatch Clear Example 3 - Personnel responding to the emergency tone out Personnel say: Dispatch, Engine responding with and Dispatch, Squad responding with Dispatch says: [When there have been several seconds of radio silence such that it appears that all Personnel have reported they are responding] Dispatch Copy, Engine with and 4-3-1, and Squad with responding Dispatch should keep radio communication to a minimum during emergency scenes to allow personnel at the emergency access to the radio frequency. Revised 02/25/13 Using and Operating the Radio Page 1

5 3. Operating the Radio Refer to the picture of the radio for instructions on operating the radio. Note in particular: The radio must be UNLOCKED to Tone Out Tone Out: Press and Release the Orange Button THEN Press and Release the PTT button PTT Button [Push-To-Talk]: Press and hold this button firmly while you are talking on the radio. RELEASE the button when you finish talking The Keypad and the Tone Out Button can be disabled (locked out). Dispatchers may keep the radio Locked or Unlocked; however, it is recommended that the radio be locked when it is being carried in the Dispatch Vest or on the Dispatcher s belt, waistband, etc. 4. Battery Maintenance Radio batteries must be changed and charged every 12 (twelve) hours. The radio must be turned off before the battery is removed and replaced. Remember to turn the radio on again after replacing the battery. STANDARD practice is as follows: a. At the beginning of the Dispatch Shift (approximately 0945) the On Duty Dispatcher will receive the Dispatch Kit from the prior Dispatcher, including three radio batteries: * one in the radio * one in the To Be Used Next container * one in the Charged container b. BEFORE conducting the daily radio test at 10:00 a.m., the On Duty Dispatcher will: * Place the to be used next battery in the radio and record the ID letter of the battery (e.g., A, B, or C) and the time placed in service on the Battery Rotation form; * Move the battery in the Charged container to the To Be Used Next container; * Place the battery removed from the radio into the radio battery charger to start charging the battery. When the light on the charger is green the battery will be removed from the charger and placed in the Charged container. DO NOT remove a battery from the charger before it is fully charged - wait until the red light changes to green (approximately 1½ hours) c. At about 2130 hours the On Duty Dispatcher will repeat the steps in b.) above. [Note that the battery placed in the charger at this time may remain in the charger overnight and be placed in the Charged container in the morning] d. At the end of the Dispatch Shift (approximately 0930) 24 hours after the beginning of the shift) the on duty Dispatcher will take the Dispatch Kit to the next on duty Dispatcher. NOTIFY THE ADMINISTRATION CAPTAIN OR THE ON DUTY OFFICER IF A DISPATCH BATTERY FAILS BEFORE IT IS TIME TO CHANGE THE BATTERY Revised 01/28/13 Using and Operating the Radio Page 2

6 Operating the Kenwood 5220 Dispatch Kit Radio TONE OUT Press and Release Orange Button THEN Press and Release PTT button The Radio must be UNLOCKED for the Orange Button to function Rotate to Change Frequencies 1 Rotate to Change Volume and Turn Radio On / Off PTT Push-To-Talk Press this button while speaking on the radio Press to put radio in SCAN mode Radio in Use Light AND Low Battery Indicator 2 Battery Charge Level Indicator 3 Press to briefly light up Display Window Display Window 4 Press to Lock / Unlock 5 TWO beeps = Unlocked ONE beep = Locked AND the Display Screen BRIEFLY displays the word LOCKED Momentary Squelch 1 The frequencies available on the Dispatch Kit Radio are (in the order listed below): YAR RPTR YARnell Fire Department RePeaTeR TAC 1 Talk Around aka Car-to-Car NOT through the Repeater MUT AID MUTual AID (Firefighters use to talk with Helicopter) CONGRESS Congress Fire Department PEEPVAL PEEPles VALley Fire Department SYFD Southern Yavapai Fire Department (Wilhoit) 2 This indicator light is red when the PTT button is pressed; green when the PTT button is released; and green when someone else is using the radio. The indicator will flash red when the battery is low. 3 The battery is low when NO BARS appear in this icon; it is REALLY low when the icon is empty and flashing. 4 Display Window normally reads YAR RPTR [YARnell RePeaTeR]. Under normal circumstances the radio display should look like the picture above. 5 Press to LOCK or UNLOCK the radio. Locking the radio disables the keypad keys and the Orange Tone Out button. Note that the Channel Changer is NOT disabled when the radio is locked. One beep indicates that the radio has been locked; in addition, the display screen will briefly show the word LOCKED. Two beeps indicates the radio has been UNlocked. Revised 1/28/13 Using and Operating the Radio Page 3

7 Tone Out Instructions RADIO The Dispatcher receives a call on the Dispatch cell phone. As soon as the Dispatcher knows the call is an emergency call the Dispatcher will: Unlock the radio if it is Locked then Press and RELEASE the Orange Button on the Dispatch Radio then immediately Press and RELEASE the PTT button The Tone should sound immediately. When the Tone ends: The Dispatcher will still be talking with the caller. If possible, the Dispatcher will press the PTT button and state a one or two word description of the Emergency, for example, EMS or Fire or Public Assist or Motorcycle Accident or Vehicle Accident. As soon as the Dispatcher has an address for the emergency and brief patient information the Dispatcher will tone out a second time: Press and RELEASE the Orange Button on the Dispatch Radio then immediately Press and RELEASE the PTT button The Tone should sound immediately. When the Tone ends: The Dispatcher will press the PTT button and state the address of the emergency and available patient information. Firefighters will then notify the Dispatcher that they are responding. (For detailed examples see sections Sample Tone Out Messages and/or Scenario a Sample Emergency Call ) Revised 01/28/13 Using and Operating the Radio Page 4

8 Radio Codes In accordance with Standard Protocol established in 2006 by the Department of Homeland Security s National Incident Management Systems (NIMS) the YFD does not generally use radio codes, with the exception of 666, 901H, ETOH and Title 36 Pickup (see definitions below). 666 Possible Suicide [call the On Duty Staff on the cell phone to report the method if known] 901 H Possible Dead Body ETOH Possible Intoxication (54A used by YCSO) Title 36 Pickup Ambulance Personnel report this code when they are picking up a patient to be transported for a psychiatric evaluation The following codes are NOT used by the YFD but you may hear other agencies use them: 10-4 Acknowledge / OK 10-7 Off Duty 10-8 On Duty Enroute Location (e.g., What s your 20?) Telephone Call ********************** 264 Rape Female with Medical Condition, Call Dispatch for Information 555 Homicide Attempt (Staging Call) (call the Duty Phone 671-NNNN to report method if known) 961 Accident 962 Accident with Injury 963 Accident with Fatality ********************** CODE 2 Lights only, no Siren CODE 3 Lights and Sirens CODE 4 Scene is Secure Revised 06/27/11 Radio Codes Page 1

9 Flip Cell Phone - Basic Features Signal Strength Five Bars Best 1 Bar Poor : move to an open area or near a window to improve strength Directional and Center Select Keys Battery Indicator Icon Five Bars = Fully Charged 1 Bar = Needs Charging Event Status Line e.g., missed calls, messages Press the right soft key to view Contact List when the word Contacts is on the Display Screen To Place a call Dial the number then Press SEND (green button) or Use Speed Dial Volume Key (side of phone) To End a Call Press END (red button) or Close Phone Press to activate/deactivate the speaker phone (phone must be open) Charging Port Flash/Flashlight Provides light for Camera/Camcorder or use as a flashlight External Keys (e.g., speaker phone, volume) always work when the phone is open; when the phone is closed these external keys are kept locked. This key will lock/unlock the external keys. Speed Dialing Press and hold the number on the keypad until the phone rings or: Press number on keypad and then immediately press TALK Ambulance - Press and hold 2 Native Air Helicopter - Press and hold 3 On Duty Phone - Press and hold 5 Chief - Press and hold 6 DPS - Press and hold 8 YCSO - Press and hold 9 County Mutual Aid - 10 [Press 1, then press and hold 0] State Forester - 11 [Press 1, then press and hold 1] Peeples Valley FD - 12 [Press 1, then press and hold 2] Congress FD - 13 [Press 1, then press and hold 3] Revised 02/27/12 Cell Phone Operation and Maintenance Page 1

10 The Dispatcher must have IMMEDIATE access to the Cell Phone at all times The cell phone information provided in this manual is the basic information Dispatch requires to use the phone for emergency purposes. If you need more information about the phone an instruction manual is available at the Fire Station. Answering and Ending Calls 1. The cell phone lights up and plays a loud ringtone when a call is received. The Window Display on the cover of the phone will display the caller ID and the time. 2. To ANSWER THE PHONE flip the phone open. 3. Greet the caller with Yarnell Fire Department, please state your emergency. 4. To END a CALL flip the phone closed. Placing Calls Manual Dialing To manually dial a call, dial the number on the number pad and then press the GREEN SEND Button. NOTE: The District PREFERS that, whenever possible, you place calls on your personal telephone in order to keep the Emergency Phone clear. Submit your personal telephone charges related to Emergency calls to the Chief for reimbursement. Speed Dialing Frequently used numbers can be speed dialed there are two ways to speed dial: press and hold the number on the cell phone keypad that has been assigned to a specific phone number until the phone number rings. press the number on the cell phone keypad that has been assigned to a specific phone number and then immediately press the green talk button Note: for numbers 10 and above press the number 1, then immediately enter the second number according to one of the alternatives above. If a phone number has an associated speed dial number the speed dial number is listed next to the phone number on the Roster, the Manual Cover, and Incident Reports. Using the Contact List Press the right soft key (see photograph of phone above) to access the Contacts list. Use the down directional key to highlight the contact to be dialed and press SEND. Charging the Cell Phone The cell phone should be charged every night by plugging the phone into an electrical outlet in a location where you have immediate access to the phone should you receive a call. While the phone is charging the Battery Indicator Icon will display moving bars; when the phone is fully charged there will be five bars and they will not be moving. NOTE: You must unplug the phone from the charger before you answer the phone. What to do when the Cell Phone Service is not Available On occasion Verizon, the Department s service provider, goes down. When this happens 911 calls must be forwarded to your home land line (or to another Dispatcher s land line) until Verizon is back in service. The Duty Officer is responsible for forwarding the emergency land line to your home land line (or to another Dispatcher s land line). If calls are forwarded to your phone you must keep the phone open for Emergency Calls and when you answer the phone you must say Yarnell Fire Department, please state your emergency. Revised 02/27/12 Cell Phone Operation and Maintenance Page 2

11 What to Do if the Cell Phone Gets Wet If the cell phone gets wet the phone and the battery MUST be dried before the phone is used; do not turn the phone off/on or press any keys on the phone until it is dry. 1. Using your own personal phone, immediately notify the On Duty Officer and request that the landline be forwarded to the On Duty Phone (instructions are above the computer in the Station Office and in the Dispatch Manual). 2. Go to the Station and get the Duty Phone; Dispatch will use the Duty Phone until the Dispatch Phone has been repaired and is back in service or until it has been replaced. 3. Notify the Administration Captain. The On Duty Officer and the Administration Captain are responsible for repairing the phone. If possible these Officers will work with Verizon to activate a back up cell phone for the On Duty Officer to use until the Dispatch Phone has been repaired or replaced. Call Waiting (Answering Calls that come in while you are on the phone with a caller) If a second call comes in while you are using the Cell Phone you will hear a beep. Answer that second call by pressing SEND; you will not lose your other caller. To return to your other caller press SEND again. NOTE: DO NOT press END until you have finished with BOTH callers. Checking for Missed Calls 1. Select MENU by pressing the Center Select Key 2. Navigate using the down Directional Key until Recent Calls is displayed 3. Press Center Select Key then press #1 for Missed Calls 4. If there are any missed calls displayed: a. Record the caller s phone number and date of the call on the YFD Telephone Log b. Call the number and state that you are following up on a call placed to the YFD emergency phone. Record the information you are able to obtain about the call. c. Erase the Missed Call: press the right soft key to select Options, then press #2 to Erase, then press OK ( Center Select Key ). Speaker Phone The speaker phone allows the Dispatcher to hear and speak to the caller without holding the phone up to the Dispatcher s ear. To activate the speaker phone, press the speaker phone button located in the middle of the right side of the phone, just above the charging port. Note: the external keys must be unlocked OR the phone must be open to activate/deactivate the speaker phone. The speaker phone remains on until you deactivate it: press the button again to deactivate the speaker phone. District No Service Areas On Yarnell Hill cell phone reception is very weak and broken from Mile Marker coming UP the hill; there is no service between Mile Marker going DOWN the hill. Hand held radio communication is also broken and/or no service in these same areas; however, the mobile truck radios can communicate in all areas on Yarnell Hill. Revised 01/28/13 Cell Phone Operation and Maintenance Page 3

12 DAILY RADIO TEST ; CELL PHONE TEST and CHECK The Radio Test Page is normally conducted at 10:00 a.m., every morning, followed by a Cell Phone Test and Check. These tests are to be conducted even if you completed an emergency call shortly before 10:00 a.m. If you are in the middle of an emergency call at 10:00 a.m. you are to conduct the Radio Test Page and Cell Phone Test and Check at the end of the emergency call after all firefighters have called off scene and you have completed your paperwork. In such a case you will state the actual time [not the standard 1000 as shown in the number 13) instruction below]. RADIO TEST PAGE and ROLL CALL: 1000 [ten hundred] hours every morning 1. Before Toning Out use the radio to notify Departmental Staff that you will be doing a test tone out: Dispatcher says: Attention Yarnell Fire Department, please stand by for a test page [Wait 1 second]. 2. TONE OUT: Press and Release the Orange Button THEN Press and Release the PTT button 3. After the tone has finished Dispatcher says: This is a test of the Yarnell Fire Department paging system. This is only a test. 5. On Duty Officer says: Dispatch, copies your test page loud and clear, is on duty [where is the Officer s ID number] 6. Dispatcher says: is on duty. All other personnel please respond to roll call 7. Dispatcher says: says: Dispatcher says: says: Dispatcher says: says: [This pattern continues through the list of In-District Volunteers ONLY (reading LEFT to RIGHT on the Weekly Roll Call Calendar); Dispatch will circle the numbers on that calendar of all personnel who are on duty. NOTE: if, during roll call, one of the numbers called does not answer Dispatch will wait no more than 3 seconds to proceed to the next number] THEN 13. Dispatcher says: Any other on duty personnel please respond [If there are any such personnel (e.g., Chief and Out-of-District Volunteers) they will respond as follows] says: Dispatch, on duty 15. Dispatcher says: on duty [Dispatcher will circle the numbers of those on duty; when no further personnel respond the Dispatcher will REPEAT the numbers of those firefighters who have reported on duty:] 16. Dispatcher says: 4-1-3, 4-2-1, on duty 17. Dispatcher says: This test is now complete, Station WPDV 361 CLEAR, 1000 [ten hundred] hours. Revised 02/27/12 Daily Radio and Cell Phone Test Page 1

13 CELL PHONE TEST: 1001 [ten zero 1] hours every morning (after completion of the Radio Test Page) This test is intended to confirm that telephone portion of the YFD communication system is working properly. This procedure tests the On Duty Phone, the Emergency Land Line transfer, and the Dispatch Cell Phone. 1. The On Duty Officer (or On Duty Reserve) will use the On Duty Cell Phone and will dial the dedicated emergency land line: 427-NNNN. 2. The Dispatcher will answer the Dispatcher Cell Phone; the On Duty Officer will hear at least two rings before the Dispatcher answers the Dispatcher Cell Phone. NOTE: The On Duty Officer will be using the On Duty Cell Phone, therefore, the Dispatch Phone ringtone will NOT be the Emergency Ringtone it will be the ringtone set for calls from numbers that are KNOWN to be non-emergency calls. 3. If the cell phone doesn t ring the On Duty Officer will contact the Dispatcher by radio and will work with the Dispatcher to determine where the failure is in the communication system. 4. Depending on the problem it may be necessary for emergency calls to be forwarded to the Dispatchers home; alternatively, it may be necessary for the Dispatcher to use the Duty Phone. See Cell Phone Use and Maintenance for more detailed information about these alternatives. CHECK FOR MISSED CALLS: 1. Select MENU by pressing the Center Select Key 2. Navigate, using the down Directional Key, until Recent Calls is displayed 3. Press Center Select Key then press #1 for Missed Calls 4. If there are any missed calls displayed: a. Record the caller s phone number and date of the call on the YFD Telephone Log b. Call the number and state that you are following up on a call placed to the YFD emergency phone. Record the information you are able to obtain about the call. c. Erase the Missed Call: press the right soft key to select Options, then press #2 to Erase, then press OK ( Center Select Key ). Revised 3/28/12 Daily Radio and Cell Phone Test Page 2

14 Sample Tone Out Messages What is the Dispatcher supposed to say when after Toning Out a call? Below are several examples Dispatchers can use. Following these examples is a Scenario of a call, from start to finish, to give new Dispatchers a clear idea of how calls proceed to completion. Remember: Press the Push-To-Talk (PTT) button while speaking Release the Push-To-Talk (PTT) button when not speaking Speak slowly and precisely EMS Calls (Medical Calls) 1. The Dispatcher answers the cell phone Yarnell Fire Department, what is your emergency? As soon as the Dispatcher knows the call is an EMS emergency the Dispatcher will: 2. Tone Out the radio (press & release the orange button then press & release the PTT button) then: 3. Press and hold the radio PTT button and say EMS then immediately release the PTT button and continue obtaining information from the caller; when the address and chief complaint have been obtained the Dispatcher will: 4. Tone Out the radio again (press & release the orange button then press & release the PTT button) then: 5. Press and hold the PTT button and state FIRST the address of the emergency (including Yarnell or Glen Ilah and the section on the map if known) and THEN the reported problem, for example [Remember to speak slowly and precisely]: at Mountainnaire in Glen Ilah, Section 6, we have a 67 year old male with chest pain [NOTE: NEVER USE THE NAME OF THE PERSON INVOLVED IN THE CALL] 6. Call LifeLine Ambulance at and request that an ambulance be dispatched; also ask: 1) Squad Number of the ambulance being dispatched; 2) the estimated time of arrival [ETA], 3) that one of the staff tune a radio to the Yarnell radio frequency. 7. Notify YFD Firefighters (by radio) that the Ambulance has been dispatched; e.g., An Ambulance has been dispatched. Revised 01/30/12 Sample Tone Out Messages EMS (Medical) Page 1

15 VEHICULAR OR MOTORCYCLE ACCIDENT 1. The Dispatcher answers the cell phone Yarnell Fire Department, what is your emergency? As soon as the Dispatcher knows the call is a Vehicle or Motorcycle Accident the Dispatcher will: 2. Tone Out the radio (press & release the orange button then press & release the PTT button) then: 3. Press and hold the radio PTT button and say Vehicle Accident or Motorcycle Accident then immediately release the PTT button and continue obtaining information from the caller; when the accident location and other relevant information has been obtained, the Dispatcher will: 4. Tone Out the radio again (press & release the orange button then press & release the PTT button) then: 5. Press and hold the PTT button and state FIRST the location of the accident (including the mile marker number if known) and the number of patients if known for example: at mile marker 273, up hill side, Highway 89 we have a reported vehicle accident [motorcycle accident], two patients involved. 6. Call LifeLine Ambulance at and request that an ambulance be dispatched; also ask: 1) Squad Number of the ambulance being dispatched; 2) the estimated time of arrival [ETA], 3) that one of the staff tune a radio to the Yarnell radio frequency. 7. Notify YFD Firefighters (by radio) that the Ambulance has been dispatched; e.g., An Ambulance has been dispatched. NOTE: FOR ALL ACCIDENTS ON YARNELL HILL CONTACT CONGRESS FIRE DEPT. AND REQUEST MUTUAL AID AFTER YOU HAVE CALLED THE AMBULANCE VEHICULAR OR MOTORCYCLE ACCIDENT with FIRE 1. The Dispatcher answers the cell phone Yarnell Fire Department, what is your emergency? As soon as the Dispatcher knows the call is a Vehicle or Motorcycle Accident with Fire the Dispatcher will: 2. Tone Out the radio (press & release the orange button then press & release the PTT button) then: 3. Press and hold the radio PTT button and say Vehicle Accident with Fire or Motorcycle Accident with Fire then immediately release the PTT button and continue obtaining information from the caller; when the accident location and other relevant information has been obtained, the Dispatcher will: 4. Tone Out the radio again (press & release the orange button then press & release the PTT button) then: 5. Press and hold the PTT button and state FIRST the location of the accident (including the mile marker number if known) and the number of patients if known for example: at mile marker 273, up hill side, Highway 89 we have a reported vehicle accident [motorcycle accident] with fire involved, unknown number of patients. 6. Call LifeLine Ambulance at and request that an ambulance be dispatched; also ask: 1) Squad Number of the ambulance being dispatched; 2) the estimated time of arrival [ETA], 3) that one of the staff tune a radio to the Yarnell radio frequency. 7. Notify YFD Firefighters (by radio) that the Ambulance has been dispatched; e.g., An Ambulance has been dispatched. Revised 01/30/12 Sample Tone Out Messages - Vehicle or Motorcycle Accident with or w/o Fire Page 2

16 FIRE Aside from Vehicle Fires, there are two types of fires, Wildland and Structure. A Structure Fire is any fire that is associated with a structure or anywhere NEAR a structure; e.g., an oven fire is a Structure Fire ; a woodpile fire on the same property as a home is a Structure Fire. Knowing the type of fire helps the firefighters determine which vehicles and what equipment they will need; therefore, the Dispatcher should obtain that information and provide it as quickly as possible. 1. The Dispatcher answers the cell phone Yarnell Fire Department, what is your emergency? As soon as the Dispatcher knows the call is a Fire the Dispatcher will: 2. Tone Out the radio (press & release the orange button then press & release the PTT button) then: 3. Press and hold the radio PTT button and say Fire [or Structure Fire or Wildland Fire if known] then immediately release the PTT button and continue obtaining information from the caller; when the address of the fire and other relevant information has been obtained, the Dispatcher will: 4. Tone Out the radio again (press & release the orange button then press & release the PTT button) then: 5. Press and hold the PPT button and state FIRST the address of the fire (including Yarnell or Glen Ilah designation and section on the map if known) and THEN the reported problem, for example [Remember to speak slowly and precisely]: at Rosewood Lane, Yarnell, Section 3, we have a structure fire reported. FOR KNOWN STRUCTURE FIRES, or Fires that are POSSIBLE Structure Fires 1. Notify Peeples Valley and Congress that we have a fire and request assistance. Provide the nature of the fire if you know it. 2. NOTIFY THE IC that you have contacted PV and Congress. 3. Call LifeLine Ambulance at and request that an ambulance be dispatched; also ask: a) Squad Number of the ambulance being dispatched; b) the estimated time of arrival [ETA], c) that one of the staff tune a radio to the Yarnell radio frequency, d) if there is no known patient report that this is a Support Call; e) Notify YFD Firefighters (by radio) that the Ambulance has been dispatched; e.g., An Ambulance has been dispatched. 4. When the first Engine arrives at the Fire pay CLOSE ATTENTION to the IC s description of the fire; then: a) ask the IC to confirm that Peeples Valley and Congress should be responding; b) call the Chief and the Sheriff if the IC confirms a Structure Fire ; c) listen for the term Working Fire (see below). FOR ALL OTHER FIRES, including brush fires, burn barrels, meat smokers, barbeques: a) Immediately notify the On Duty Officer that you have NOT called for Mutual Aid. b) If the Incident Command uses the term Working Fire immediately request Mutual Aid from other Peeples Valley, Congress, and State Forestry see What To Do If Page 2 and the Working Fire Support Requested Report form which must be completed for a Working Fire. c) Be alert for a request from Incident Command to call for an ambulance. If an ambulance is called follow the above instructions. Revised 1/28/13 Sample Tone Out Messages - Fire Page 3

17 Remember: Press the Push-To-Talk (PTT) button while speaking Release the Push-To-Talk (PTT) button when not speaking Speak slowly and precisely STAGING CALL (EMS/Medical Call with Unsafe Conditions) Generally, Staging Calls are identified by YCSO who will notify the Dispatcher that Fire Department Personnel should Stage. Staging means wait until YCSO has determined that the scene is safe for YFD Personnel. Typically staging calls are required when it is known that there is a weapon on scene. 1. The Dispatcher answers the cell phone Yarnell Fire Department, what is your emergency? As soon as the Dispatcher knows the call is an EMS Staging Call the Dispatcher will: 2. Tone Out the radio (press & release the orange button then press & release the PTT button) then: 3. Press and hold the radio PTT button and say EMS Staging then immediately release the PTT button and continue obtaining information from the caller; when the address and chief complaint have been obtained the Dispatcher will: 4. Call the On Duty Officer on the Duty Phone and report the address of the staging emergency. The On Duty Officer will determine where to stage. If the call is near the Station staging will be at the Station. If the call is in Glen Ilah staging will be at the Ranch House. Once the staging location has been determined the Dispatcher will: 5. Tone Out the radio again (press & release the orange button then press & release the PTT button) then: 6. Press and hold the PTT button and state the staging address, for example, we have a staging call and will be staging at the Station 7. Call LifeLine Ambulance at and request that an ambulance be dispatched; Notify the ambulance Dispatcher that this is a staging call and provide the staging location. Also ask: 1) Squad Number of the ambulance being dispatched; 2) the estimated time of arrival [ETA], 3) that one of the staff tune a radio to the Yarnell radio frequency. 8. Notify YFD Firefighters (by radio) that the Ambulance has been dispatched; e.g., An Ambulance has been dispatched. 9. When the scene has been secured and YFD personnel are going to the scene the Dispatcher should call the Ambulance Dispatcher and report the address of the scene. Note: if the Dispatcher receives a call directly from a scene, rather than from the Sheriff, and is notified that there is a weapon involved that information should be given immediately to the On Duty Officer using the On Duty cell phone PRIOR to toning out the call. The On Duty Officer may decide to Stage such a call; if that is the case the Dispatcher will follow steps 5-8 above and then call the Sheriff. Revised 06/25/12 Sample Tone Out Messages Staging Call Page 4

18 WELFARE CHECKS Calls asking that YFD Firefighters check to see if an individual is ok (perhaps they are not answering their phone or have not been seen in several days) is considered a Welfare Check. NOTE: If your caller is WITH the patient or has SPOKEN with the patient immediately prior to calling 911, the call is considered an EMS Call (Medical) [see prior page]. 1. The Dispatcher answers the cell phone Yarnell Fire Department, what is your emergency? As soon as the Dispatcher knows the call is a Welfare Check the Dispatcher will: 2. Tone Out the radio (press & release the orange button then press & release the PTT button) then: 3. Press and hold the radio PTT button and say Welfare Check then immediately release the PTT button and continue obtaining information from the caller; when address and any other relevant information has been obtained the Dispatcher will: 4. Tone Out the radio again (press & release the orange button then press & release the PTT button) then: 5. Press and hold the PTT button and state FIRST the address (including Yarnell or Glen Ilah designation and section on the map if known) and THEN the reported problem, for example at Patchwork Lane, Glen Ilah, Section 7, please check the welfare of resident, an 89 year old male who has not been seen for three days. An Ambulance has NOT been Dispatched. [NOTE: NEVER USE THE NAME OF THE PERSON INVOLVED IN THE CALL] 6. Do not call an ambulance unless you are instructed to do so by Incident Command. PUBLIC ASSIST Calls asking that YFD Firefighters provide help with a problem that is neither an EMS, Fire, or Welfare Check are considered Public Assist calls (e.g., propane leak, cat in a tree, downed cable or phone lines, rocks in the road, etc.) 1. The Dispatcher answers the cell phone Yarnell Fire Department, what is your emergency? As soon as the Dispatcher knows the call is a Public Assist the Dispatcher will: 2. Tone Out the radio (press & release the orange button then press & release the PTT button) then: 3. Press and hold the radio PTT button and say Public Assist then immediately release the PTT button and continue obtaining information from the caller; when address and any other relevant information has been obtained the Dispatcher will: 4. Tone Out the radio again (press & release the orange button then press & release the PTT button) then: 5. Press and hold the PTT button and state FIRST the address (including Yarnell or Glen Ilah designation and section on the map if known) and THEN the reported problem, for example at Patchwork Lane, Glen Ilah, Section 6, resident needs assistance with a cat stuck in a tree. [NOTE: NEVER USE THE NAME OF THE PERSON INVOLVED IN THE CALL] 6. Do not call an ambulance unless you are instructed to do so by Incident Command. NOTE: The On Duty Officer will decide whether Public Assists initiated by a call or walk-in to the Fire Station will be Toned Out; ALL Public Assists require Incident Reports (Dispatch and ODO) and radio communication even if not Toned Out. Revised 12/31/12 Sample Tone Out Messages Welfare Check and Public Assist Page 5

19 Remember: Press the Push-To-Talk (PTT) button while speaking Release the Push-To-Talk (PTT) button when not speaking Speak slowly and precisely MUTUAL AID Calls asking that YFD Firefighters provide assistance to Life Line Ambulance or to another Fire District are Mutual Aid Calls. 1. The Dispatcher answers the cell phone Yarnell Fire Department, what is your emergency? As soon as the Dispatcher knows the call is a Mutual Aid call and the kind of Mutual Aid required (EMS, Fire, etc.) the Dispatcher will: 2. Tone Out the radio (press & release the orange button then press & release the PTT button) then: 3. Press and hold the radio PTT button and say Mutual Aid Fire [or Mutual Aid EMS etc.] then immediately release the PTT button then immediately release the PTT button and continue obtaining information from the caller; when address and any other relevant information has been obtained the Dispatcher will: 4. Tone Out the radio again (press & release the orange button then press & release the PTT button) then: 5. Press and hold the PTT button and state the District, the problem and the address for example: Life Line ambulance advises that they have asked Native Air to pick up a patient at the Yarnell Fire District LZ and requests assistance with landing the helicopter OR Southern Yavapai Fire District is requesting a Tender and two firefighters for a fire in Wilhoit. Captain On Duty please provide instructions. 6. The On Duty Captain will provide instructions to Dispatch and Firefighters. 7. Do not call an ambulance unless you are instructed to do so by Incident Command. Revised 01/30/12 Sample Tone Out Messages Mutual Aid Page 6

20 Remember: Press the Push-To-Talk (PTT) button while speaking Release the Push-To-Talk (PTT) button when not speaking Speak slowly and precisely HAZARDOUS MATERIALS (See also Other Important Information) 1. The Dispatcher answers the cell phone Yarnell Fire Department, what is your emergency? As soon as the Dispatcher knows the call is a HazMat call the Dispatcher will: 2. Tone Out the radio (press & release the orange button then press & release the PTT button) then: 3. Press and hold the radio PTT button and say Special Assignment then immediately release the PTT button and continue obtaining information from the caller; when address and any other relevant information has been obtained the Dispatcher will: 4. Contact the On Duty Officer by telephone, give him the information on the HazMat incident. The On Duty Officer will determine a staging location; then 5. Tone Out the radio again (press & release the orange button then press & release the PTT button) then: 6. Press and hold the PTT button and state the staging location and the problem, for example: please stage at Eagle Ridge, Yarnell, Section 4, for a Special Assignment, Level [Incident Command will tell the Dispatcher the Level of the HazMat Scene]. [For additional information see Other Important Information] 7. Contact YCSO and advise them of the situation (unless YCSO was the source of the call) 8. Call LifeLine Ambulance at and request that an ambulance be dispatched. Notify the ambulance Dispatcher that this is a Haz Mat call and the staging location. Also ask: 1) Squad Number of the ambulance being dispatched; 2) the estimated time of arrival [ETA], 3) that one of the staff tune a radio to the Yarnell radio frequency. 9. Notify Personnel (by radio) that the Ambulance has been dispatched; e.g., Ambulance has been dispatched. Revised 01/30/12 Sample Tone Out Messages Hazardous Materials Page 7

21 Scenario a Sample Emergency Call from Beginning to End [Dispatcher answers the Cell Phone and records the time the call was received, 0927 hours.] Caller: Yarnell Fire Department, please state your emergency. This is the 911 Center. At Eagle Ridge in Yarnell, we have a report of an 87 year old male reporting chest pains and difficulty breathing. [Dispatcher tones out the radio and ON THE RADIO states the nature of the call] EMS [Dispatcher continues talking with the caller to get complete information and normally repeats the information to the caller] At Eagle Ridge in Yarnell there is a report of an 87 year old male with chest pains and difficulty breathing. I will notify our Firefighters. [Dispatcher tones out the Emergency again using the radio and records the time of the tone out 0928 for this sample call.] At Eagle Ridge, Yarnell Map Section 2, we have an 87 year old male reporting chest pains and difficulty breathing. [If the Dispatcher is unable to provide the Map Section at the time the call is toned out that information should be provided as soon as possible thereafter.] 4-1-1: Dispatch, four one one acknowledge. Note: firefighter says Acknowledge if the firefighter is not actually in a vehicle with the engine running and ready to roll. The firefighter(s) will state responding (see below) when they are in a vehicle, with the engine running, and ready to roll : Dispatch, Engine with and responding to Eagle Ridge in Yarnell : Dispatch, responding to station : Dispatch, responding to station. Note that Vehicle Numbers and Staff Numbers are stated in three parts: Engine 401 is stated as four-zero-one; Staff Member 411 is stated four-one-one 60 is six zero, not sixty; 0 is zero, not oh. Engine with and responding. BREAK and responding to Station at 0930 hours. [Dispatcher dials Life Line Ambulance; on the Incident Report records the time this call is placed as the time the ambulance was dispatched.] Revised 09/24/12 Scenario a Sample Emergency Call Page 1

22 Life Line: Life Line: Life Line ambulance, is this an emergency? This is the Yarnell Fire Department Dispatcher. At Eagle Ridge in Yarnell we have an 87 year old male reporting chest pains and difficulty breathing. Yarnell EMTs are responding, please dispatch an ambulance. At Eagle Ridge in Yarnell an 87 year old male reporting chest pains and difficulty breathing. Yarnell EMTs are responding. I am dispatching an ambulance. Please have your staff tune to our radio frequency. What is your ETA and what is the number of the Squad you are sending. Life Line: ETA will be 25 minutes; the Squad Number is Engine 4-0-1: Dispatch, Engine on scene, is Incident Command. Engine on scene at 0931 hours, is Incident Command. [Dispatcher records on the incident report the time the first personnel arrived on scene, 0931 hours.] 4-1-3: Dispatch and standing by at station and standing by at station. IC, Dispatch. Dispatch, IC. Note that Incident Command is shortened to IC for the remainder of the call An ambulance has been dispatched at 0931 with an ETA of 25 minutes. Dispatch, IC. IC, Dispatch. Dispatch, will be assuming IC. Note: IC generally is not able to treat patients. If the IC at the scene is needed for patient care the IC will assign someone else to take IC. IC, Dispatch, will be assuming IC at 0939 hours. IC, Dispatch, Squad standing by at Ranch House at 0939 hours. Dispatch, IC, please put a helicopter on standby. Our patient weight is 250 pounds. IC, Dispatch, I will put a helicopter on standby at 0940 hours, patient weight is 250 pounds. Revised 09/24/12 Scenario a Sample Emergency Call Page 2

23 [Dispatcher dials the Helicopter Company; on the Incident Report records the time this call was placed as the time the helicopter was placed on standby and records the weight of the patient.] Helicopter Co: This is the Helicopter Company. This is the Yarnell Fire Department Dispatcher. We have an 87 year old male reporting chest pains and difficulty breathing, our patient weight is 250 pounds, Yarnell Fire and Life Line Ambulance are responding, please place a helicopter on standby. Helicopter Co: We are placing a helicopter on standby for Yarnell Fire Department , IC : IC, , you will be ground contact for the helicopter if we launch : IC, will be ground contact for helicopter if we launch. [12 minutes elapse] Dispatch, IC, I have PAR of (2). You have PAR of (2) at 0945 hours. [4 minutes elapse] Note: speaks to the IC, NOT to the Dispatcher. In general, after IC is established at a scene only the IC speaks to the Dispatcher. Ambulance: Ambulance: Yarnell, this is Life Line Squad , can we have a patient update. Squad , this is Yarnell Fire IC, our patient is complaining of chest pains, has a pulse of 120, bp of 200/90, is diaphoretic and had a heart attack last year; we have placed a helicopter on standby. Yarnell, please go ahead and launch the Helicopter. Squad , Yarnell Fire IC launching Helicopter. Dispatch, IC. IC, Dispatch. Please launch the helicopter. LZ will be at the Station, is the LZ Ground Contact. LZ = Landing Zone IC, Dispatch, I am launching the helicopter at 0950 hours. LZ at the Station, is LZ Ground Contact. [Dispatcher dials the Helicopter Company and on the Incident Report records the time this call was placed as the time the helicopter was dispatched, 0950 hrs.] Revised 09/24/12 Scenario a Sample Emergency Call Page 3