Nonemergency Calls
What’s the first step when answering a nonemergency call?
Answer promptly and identify yourself and your department.
What’s the most critical piece of information to get from an emergency caller?
The location of the emergency.
What’s the primary advantage of Enhanced 9-1-1 systems?
They automatically provide the caller’s location and phone number.
What agency regulates fire department radio communications in the U.S.?
The Federal Communications Commission (FCC).
Why should you avoid speaking too quickly on the radio?
Fast speech can lead to misunderstandings and missed information.
How should you respond to an upset caller using foul language?
Stay calm, listen without interrupting, and respond professionally.
What type of alarm system sends information directly to the fire department?
Enhanced 9-1-1 (E-9-1-1).
What type of communication system is common in small communities?
Sirens, whistles, or air horns.
What’s the difference between mobile radios and portable radios?
Mobile radios are vehicle-mounted; portable radios are handheld.
What’s the best way to ensure your message is understood?
Use brief, clear language and repeat important information if needed.
Why is it important to take nonemergency calls seriously?
They often involve public safety concerns, service requests, or information gathering.
Why is it important to stay on the line with a distressed caller?
To provide reassurance and gather any additional information needed.
How do pagers alert fire personnel?
By tone, light, vibration, and voice or alphanumeric messages.
Why is clear text preferred over 10-codes on the fireground?
It reduces confusion and ensures clear, easily understood communication.
When should you use your department’s fireground channel?
During active incidents to coordinate tactical operations.
What information should you document from a nonemergency call?
Caller’s name, contact information, nature of the call, and any actions taken.
What types of dispatch alarms might a department use?
Pagers, sirens, whistles, and air horns.
Why should preincident information be reviewed during a response?
It helps crews prepare for potential hazards and operational needs.
What’s the purpose of nonemergency radio channels?
To prevent routine traffic from interfering with emergency operations.
Why must you avoid removing your facepiece to speak into a radio?
It exposes you to dangerous contaminants and reduces safety.
How can you de-escalate a heated conversation on a nonemergency call?
Use a calm voice, empathize with the caller’s concerns, and offer helpful solutions.
After dispatching a call, what information should be confirmed with responders?
Address, type of emergency, assigned units, and any safety concerns.
What’s the main role of the fire department’s communications center?
To receive and dispatch emergency and nonemergency calls efficiently.
How and what can environmental conditions impact radio communications?
Buildings, weather, and terrain can block or distort radio signals.
How can you confirm that a message was received and understood?
Ask for a read-back or acknowledgment from the receiving party.