Emergency Dispatch
When you receive an escalated alarm screen, what is the first bit of information that you need to gather in order to proceed and how do you get it?
You need to find out why the alarm was escalated/Who needs to be be called and you should ask the operator who escalated it.
When you get an elevator signal where no voices were heard, what do we need to check before we close and why?
Check the date, time and zone description- check that you have not gotten the second within the hour
check to make sure that you do not have to make any calls.
On any of these telephone activations, When getting a signal where voices are heard with no response how do you proceed, and what are the possible resolution codes? please provide details.
- Voices heard script
-contact management script
-If management does not respond, dispatch PD
- Close with resolution codes CM or DP
In our Action Pattern script, this is how long we ask passengers to press and hold the door open button
5 seconds.
These are the resolution codes if another operator is making calls on your behalf for both pool and elevator enhanced 911.
EC/PC
What resolution code trumps all others?
DE
When someone is not trapped but requires assistance, what information do we need to get from them and what do we advise them to do?
Name, Phone number and when they will be waiting.
Exit the elevator safely.
When children call from a pool/ help phone or AOR, and say that they pressed the button on accident, what do you confirm and how do you proceed?
-NO EMERGENCY, age and DOB , and that they are unattended.
- Escalate the alarm and advise the other operator of what is needed.
- Stay on the line with the children until they stop responding or confirmation of safety from someone 13 years or older.
Close Either CM or DP
Unless it is a life or death emergency, when a passenger is stuck you must do this before you escalate your alarm.
Complete the entrapment script
These are all of the autodialer call responses used when contacting someone on the call list
Conacted
Busy
Will not respond
Unknown
No Answer
Abort
Error
Left Message
Not In
What are the first lines in the fire dispatch script, when someone has reported a fire in the pool area.
Emergency Services are being notified right now. Asking you the following questions will not delay help, okay?
In order to ensure that you do not have to call management back after dispatching the fire department, saying this when leaving a voice mail is necessary.
"If I am not able to make voice contact with anyone I will be dispatching the fire department.
When someone has reported being locked out of their apartment, and there are no management contacts, we will have to dispatch the fire department so the caller can get assistance. True or False? Why?
False:
We will only offer to contact a locksmith, or advise that we are unable to assist further.
If the Elevator Company tells me to dispatch fire for elevator entrapment, what would I tell them and how would I proceed.
- Advise them that I will be contacting management and dispatching the FD.
-I will advise management of the situation first and dispatch the fire department.
-Notate and close DF
When you check your Meds and realize you have gotten a suspended alarm screen. What will you do?
Read through the activity log to find out what steps need to be taken and continue working on the alarm/ resolve it.
What are all the steps you take when someone says "Help, my blood sugar is low."
1. Escalate your alarm
2. Ask for an EMD
3. read your Non-AEMD script
4. Pause Manitou and suspend your screen
3. Transfer your call
5. enter your comment on the back of the account
Considering the passenger advises you that he is able to exit after reporting being stuck in an elevator, what resolution codes could be applied and at which point would they change?
NA - at any point before you assist them (ask them to press and hold the door open button.)
EX: Until you disconnect the call/ before you begin making call
EE- after you disconnect / start making calls
On a Connect to 911 device When there is a genuine emergency and someone asks to be connected directly to 911, how do we proceed, From start to finish.
- You ask them who is needed (PD/FD OR EMS)
-Without placing them on hold, you dial 911 on your Tadiran phone and wait for it to disconnect on its own
-contact management to advise them of activation
-Close as whomever was requested by caller (either DP/DF/DE)
Word for word, what do we say when a passenger has requested that you dispatch fire for their entrapment and the fire department is not listed on the call list?
I’m going to call for help.
If you need an ambulance, I can dispatch authorities/them as well. Do you need an ambulance?
For enhanced 911 phones, these are 2 exceptions to closing your alarm as "CM"
-There are no management contacts- Close as DT
-Another operator is currently answering a previous signal, and you advise them of your signal as well. (so they will contact management)- close as EC
Someone called on a pool phone and let you know that they have been assaulted, for which 3 reasons would we disconnect the call and not stay on the line.
When they state that it is not safe to stay by the phone.
When they stop responding
When help arrives
During an inspection, you have low quality audio. After the test call, what do you do if you could not reach management to advise them of it.
Create a service call maintenance issue for the audio quality.
You get a call from the front office pool where laughter is heard but no one responds to you. How do you proceed and what are the possible resolutions for that alarm.
You would make calls going down the call list, and if no voice contact is made you proceed dispatch the police.
CM, DP
on Denver County entrapments Do this when we receive a second call (callback) from the same elevator despite the ETA.
Dispatch Fire department.
What steps must you take when getting an ACD call from the elevator company, where the ETA for responding to an entrapment will be more than 60 minutes from the time the entrapment script was submitted into the activity log.
This is the call list:
TKE Elevator company
Joshua Miller
Barney Stinson
Jennifer Aniston
- Pull a manual alarm
-Contact Mgmt Script
- contact management to advise update them on the ETA provided by the elevator company and let them know that we will be dispatching the fire department.
-Ask if they still want the elevator company to respond (optional: If they approve OT Charges)
-dispatch FD
-Call elevator company to keep/cancel/ask to follow their protocol.
- Close as DF