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Public Safety Telecommunicator. Module One – Interpersonal Communications. Objectives List the combined verbal & nonverbal elements that communicate to the telecommunicator the situation being reported List/explain the 5 components of the communications cycle

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module one interpersonal communications
Module One – Interpersonal Communications
  • Objectives
    • List the combined verbal & nonverbal elements that communicate to the telecommunicator the situation being reported
    • List/explain the 5 components of the communications cycle
    • List/describe the basic techniques of active listening
    • Describe the correct processes for speech/diction in communications
    • Explain the difference between observations/inferences
    • Explain the methods to ensure proper customer service in emergency communications
nonverbal communication
Nonverbal Communication
  • Most understanding is conveyed through nonverbal communication
  • Tone of voice
  • Inflection
  • Background noise
the communications cycle
The Communications Cycle
  • Sender
  • Receiver
  • Message
  • Medium
  • Feedback
senders and receivers
Senders and Receivers
  • Can be either one in the beginning
  • Telecommunicators switch between the two
  • Formatting can make a difference in how its received
  • Can be interpreted different ways
  • Can generate the level of importance of the message
  • Alert Tone
  • 9-1-1
  • Definition of communication – “…with understanding”
  • Confirms receipt as intended
hearing and listening
Hearing and Listening
  • Hearing – the process or power of perceiving sound
  • Listening – hearing sounds with thoughtful intent
active listening
Active Listening
  • Nonverbal Attending
  • Open-ended Questions
  • Paraphrasing
  • Reflecting Feelings
nonverbal attending
Nonverbal Attending
  • Physically signaling that you are listening
  • Sets comfortable tone
  • Encourages the sender to keep talking
  • Demonstrates your concern & interest
  • Signals to the sender that you are interested in what they have to say
  • Signals that you are following the conversation
nonverbal attending examples
Nonverbal Attending - Examples
  • Maintaining eye contact
  • Leaning slightly forward
  • Allowing pauses without interruption
  • Raising eyebrows
  • Smiling
  • Nodding
  • Sending brief verbal messages
open ended questions
Open-Ended Questions
  • Cannot be answered yes or no
    • Tell me about…
    • Why…
    • How…
    • Describe…
    • Explain…
  • Encourages the sender to open up
  • Allows the sender to expand
  • Lets sender know their thinking matters
  • Loosens up quiet people
  • Helps vent anger
open ended questions example
Open-Ended Questions - Example
  • Caller – “Someone broke into my house!”
  • Open-ended Question Response – “When did this happen?”
  • Brief rephrasing of information provided by the sender
  • Demonstrates you are listening & understand
  • Helps make sure your interpretation is correct
  • Allows sender to explore issues more fully without agreement
  • Encourages sender to more fully analyze subject matter
paraphrasing example
Paraphrasing - Example
  • Caller – “He has a gun!”
  • Paraphrasing Response “You say you saw a gun?”
reflecting feelings
Reflecting Feelings
  • Repeating in a short declarative statement what the sender is communicating
  • Helps open communication channels
  • Causes sender to feel understood
  • Gives sender the freedom to explore the issue
  • Helps sender vent emotions
reflecting feelings example
Reflecting Feelings - Example
  • Caller – “Please help me – I don’t know what to do.”
  • Reflecting Feelings Response – “I understand you’re anxious. I’ll stay on the line with you until help arrives.”
active listening pitfalls
Active Listening Pitfalls
  • Conversation Overload
  • Personal Preoccupation
  • Rate of Thought
  • Noise
  • Assumptions
conversation overload
Conversation Overload
  • Must prioritize listening
  • Your current conversation is the most important
personal preoccupation
Personal Preoccupation
  • Active listening can be counteracted by personal thoughts
  • Leave personal issues at home and work issues at work
rate of thought
Rate of Thought
  • Most people speak at 150 words per minute
  • Understand 600 words per minute
  • Can cause “spare time”
  • Telephones, radios, other distracters make it difficult to remain focused
  • Practice selective hearing and active listening
  • Regular callers
  • Actively listen to each call
  • Handle each call on its own merits
speech and diction
Speech and Diction
  • Should be understandable in normal conversation
  • Work on speaking slowly
  • Be aware of enunciation of standard phrases
rate of speech
Rate of Speech
  • Speak at 150 words per minute
  • Write at 40 – 50 words per minute
  • Response units listening in less-than-perfect circumstances
  • Practice talking slower
  • The act or practice of noting and recording facts and events
  • What we see and hear or what we think we see and hear
  • Can be made only after observation
  • Must stay within what one observes
  • Can be made only by the observer
  • Can be made only to the extent of the observer’s abilities and proficiency
  • The deriving of a conclusion based on something known or assumed
  • Can be made any time
  • Are only limited by one’s imagination
  • Can be made by anyone
  • Deal only with probability
  • Can be made by the incompetent
customer service in emergency communications
Customer Service in Emergency Communications
  • Perception is reality
  • Definition of a caller
  • Trigger phrases



Radio Technology


Module Two: Objectives

  • Describe what radio is
  • List/define the terms commonly associated with radio technology
  • Describe the history of public safety radio systems
  • List/describe the basic equipment & components of a public safety radio system
  • Explain the telecommunicator’s role in equipment care & maintenance
  • Describe the 2 types of radio systems typically used in public safety communications
  • Define “radio frequency” & how it relates to public safety communications
  • Describe radio interoperability & why it is necessary in public safety communications
what is radio
What is Radio?
  • Means of transmitting information without physical connections between the sender and receiver
  • Designed for 1 person to talk at a time
radio terminology
Radio Terminology
  • Transmitter
  • Receiver
  • Base station
  • Repeater
  • Spectrum
  • Mobile radio
  • Portable radio
  • Radio pager
  • Control equipment
  • Radio interoperability
public safety radio systems history
Public Safety Radio Systems History
  • Officers transmitted information by rapping nightsticks on sidewalk
  • Electricity led to the use of street lights
  • First radio used dots/dashes
  • AM radio broadcasts were interrupted – “Calling all Cars!”
  • Hand carried transistor radios
  • Mid-1960’s – 1st portable based public safety radio system
transmitters receivers antennas
Transmitters, Receivers & Antennas
  • Transmitter turns voice into electronic signal
  • Sends signal to antenna
  • Antenna broadcasts signal
  • Receiver “hears” signal & turns it back into voice
  • Used to extend the effective range of communication by receiving & repeating radio signals
  • Use several frequencies to transmit & receive signals
  • Slight time lag between receive & repeat
  • Necessary to hold down button before & after talking
portable radios
Portable Radios
  • Transmitter/receiver capable of independent operation using internal batteries & integral antenna
  • Used by response units while away from vehicles
  • Generally low power with limited range
  • Ambient noise may make it difficult to hear
mobile radios
Mobile Radios
  • Permanently installed in response vehicles
  • More powerful than portable radios
  • Better transmit/receive capabilities
  • Uses externally mounted antenna (on vehicle)
radio pagers
Radio Pagers
  • One-way receiver & decoder that can be individually activated by PSAP over a radio system
  • Activate only when the individual/department is needed
  • Typically used to dispatch initial calls to
  • in-service fire & EMS units
  • Can be worn on the belt
  • Battery-operated
consoles and control equipment
Consoles and Control Equipment
  • Devices used to operate remote radio equipment
  • Ranges from simple desktop to complex, freestanding consoles
  • Can incorporate controls for radios, CAD, 9-1-1, paging systems
care and maintenance of equipment
Care and Maintenance of Equipment
  • Routine inspection can provide early warning of failure
  • Report changes in performance to supervisor
conventional trunked radio systems
Conventional & Trunked Radio Systems
  • Conventional
    • Group of radios assigned a frequency
    • One radio transmits at a time
    • Each channel requires frequency
  • Trunked
    • Many talk groups share available frequencies
    • Central controller sorts out usage
    • Allows for fewer frequencies
  • Radio signals are transmitted on specific frequencies
  • Individual frequencies are assigned to radio stations (PSAPs)
  • PSAPs may have multiple frequencies
  • Primary frequency may be repeater channel
  • Tactical frequencies
radio interoperability
Radio Interoperability
  • Ability for multiple agencies to converse with one another using common radio frequencies
  • PSAPs close geographically may use different frequencies to prevent interference
  • Large scale emergencies will require a need to communicate with each other
federal communications commission
Federal Communications Commission
  • Licenses agencies to utilize radio frequencies for public safety purposes
  • Sets limits for
    • Radio output power
    • Antenna height
    • Frequency usage
  • Rules reduce interference & provide for clear radio communications
rules for operation
Rules for Operation
  • Authorizes stations broadcasting on public safety frequencies to transmit communications essential to official law enforcement, fire service, EMS or other emergency service activities
  • All transmissions must be confined to communications directly related to public safety & the protection of life & property
rules for operation1
Rules for Operation
  • Unlawful to transmit superfluous signals, messages or communication of any kind
  • Unlawful to broadcast false calls or fraudulent distress signals
  • Unlawful to broadcast obscene, indecent or profane language
  • Unlawful to cause malicious interference with any other radio
  • Unlawful to broadcast unnecessary or unidentified transmissions
rules for operation2
Rules for Operation
  • Unlawful to willfully damage or permit damage to radio equipment
  • Unlawful to intercept & use or publish content of any radio transmission without permission
  • Transmission of unauthorized call letters prohibited
  • Telecommunicators are required to monitor frequency for traffic before transmitting
fcc regulations
FCC Regulations
  • Broadcasting Obscene Language
  • Identification requirements (FCC callsign every 30 minutes)
  • Licensing requirements
  • Posting station licenses
  • Unauthorized publication of communications



Radio Techniques


Module Three: Objectives

  • List/explain the methods for initiating radio communications with response units
  • List/explain the proper procedures for broadcasting information by radio
  • Describe the procedures for acknowledging radio transmissions
  • Explain the telecommunicator’s role in response unit safety
  • List/explain the dispatch procedures specific to law enforcement
  • List/explain the dispatch procedures specific to fire & EMS
  • Describe the FCC & its role in public safety radio communications
initiating radio traffic
Initiating Radio Traffic
  • Call-up Method 1
    • Unit being called followed by Unit calling
  • Call-up Method 2
    • Unit calling followed by Unit being called
use of alert tones
Use of Alert Tones
  • Notifies of message with special significance
  • Varied-length options may identify types of messages
  • Distinguishes routine messages from urgent ones
  • Most radio systems are equipped with several options
alert tones
Alert Tones
  • An electronic tone used to get listener’s attention!
  • Avoid over use.
  • Specific emergency instances!
broadcast procedures
Broadcast Procedures
  • Must project an image that is positive, professional & competent
  • Must convey the impression that the telecommunicator is on their toes, alert and ready for any situation
  • Reflects entire PSAP
radio demeanor and attitude
Radio Demeanor and Attitude
  • Speak in a clear normal voice
  • Microphones are sensitive so avoid unnecessary noise/sounds
  • Control your emotions
  • Don’t reflect/indicate irritation, disgust/sarcasm
  • Don’t use humor/laughter on the air
radio demeanor and attitude1
Radio Demeanor and Attitude
  • Under no circumstances use profanity
  • Keep broadcasts brief & to the point
  • Express courtesy by tone of voice & manner of presentation
  • Remain impersonal
  • Acknowledge all transmissions promptly
message length
Message Length
  • Must be brief and to the point
  • Check all questionable words, names & locations before transmitting
  • Review in detail prior to broadcast
  • Arrange in logical order
  • Should be no longer than 30 seconds
  • If longer than 30 seconds, pause (break)
rate of speech1
Rate of Speech
  • Response units will be in less-than-perfect conditions
  • May have to copy information by hand
  • Frequent requests to repeat information may be a sign that a telecommunicator needs to slow their rate of speech
clear speech vs 10 codes
Clear Speech vs. 10 Codes
  • US Dept of Homeland Security recommends clear speech for interoperability
  • Decreases training time for new hires
  • Eases potential for miscommunication
  • Decreases errors
choice of words
Choice of Words
  • Choose words that are distinct and forceful in sound and that convey a definite meaning.
poor preferred word choices
Poor & Preferred Word Choices
  • AFFIRMATIVE instead of YES
  • NEGATIVE instead of NO
  • UNABLE instead of CAN’T
  • OBTAIN instead of GET
  • FORWARD instead of SEND
  • STANDBY instead of WAIT
phonetic alphabets
Phonetic Alphabets
  • Systems of words associated with letters
  • Used to distinctly spell names which could be misinterpreted over the radio.
  • Under NO circumstances should words be made up!
broadcasting alphanumeric information
Broadcasting Alphanumeric Information
  • Certain characters sound alike
  • Associates certain words with characters
  • Originally adopted for aviation
  • State each character as appropriate phonetic word and state each individually
broadcasting alphas integers
Broadcasting Alphas & Integers
  • Say each alpha character followed immediately by its related phonetic word.
  • EXAMPLE: 1B3BG26 would be broadcast:
  • 1-B-BRAVO-3-B-BRAVO-G-GOLF-2-6.
use of the phonetic alphabet when spelling names
Use of the Phonetic Alphabet when Spelling Names
  • If more than one spelling – state name first, spelling & repeat name
  • It is acceptable to not attempt to pronounce if unsure
numbers in broadcasting address information
Numbers in Broadcasting Address Information
  • Broadcast based on the amount of numbers
  • 3 or more – broadcast individually
  • 1 – 2 numbers – use the word “number” first
  • 1 WUN - with strong “W” & “N”
  • 2 TOO - with a strong & long “oo”
  • 3 Thu-REE - with a slightly rolling “r” and long “ee.”
  • 4 FO-wer - with a long “0” and a strong “w” and final “r.”
  • 5 Fie-Yiv - with a long “I” changing to a short & strong “y” & “v”.
  • 6 SIKS - with a strong “s” & “ks.”
  • 7 SEV-en - with a strong “s” and “v” and well sounded “ven.”
  • 8 ATE - with a long “a” and strong “t.”
  • 9 NIE-yen - with a strong “n” at the beginning, a long “I.”
  • 0 ZEE-ro - strong “e” & short “ro.”
broadcasting numbers as addresses
Broadcasting Numbers As Addresses
  • Numerics should be first broadcast as integers followed by the street name.
  • If an address has only one or two numerics, the word “number” should be inserted.
broadcasting numbers as addresses1
Broadcasting Numbers As Addresses
  • EXAMPLE: 12 Brookside Circle
  • “Number Twelve Brookside Circle (pause) WUN TOO, Brookside Circle.”
broadcasting numbers as addresses2
Broadcasting Numbers As Addresses
  • EXAMPLE: 1312 Gulf Avenue
  • “Thirteen, Twelve Gulf Avenue, (pause) WUN, Thu-ree, WUN, TOO, Gulf Avenue.”
broadcasting personal identification numbers
Broadcasting Personal Identification Numbers
  • Broadcast in the sequence printed
  • Broadcast each number individually
  • Pause between groups of numbers
  • Pause at hyphens
  • If no hyphens – pause every 3 – 6 numbers
numbers in personal registration
Numbers in Personal Registration
  • Drivers Licenses
  • Numbers should be grouped in their natural sequence.
  • EXAMPLE: 25118130
  • 25 118 130
acknowledging radio transmissions
Acknowledging Radio Transmissions
  • Always acknowledge radio traffic
  • Use “stand by” for delayed responses
  • “Microphone click” is not acceptable
  • Serves as feedback in communication cycle
  • Pleasantries such as
  • please, thank you, and
  • you’re welcome have
  • no place on the air!
echo procedure
Echo Procedure
  • Used to emphasize important parts of a message
  • Ensures message was received correctly
  • Helps relay information to others that could not hear the original transmission
response unit safety
Response Unit Safety
  • Any information relevant to response units must be captured & relayed
    • Weapons/Violent actions
    • Severe weather
    • Be prepared for unexpected radio transmissions
  • Perform regular status checks
law enforcement procedures
Law Enforcement Procedures
  • Vehicle/Foot Pursuits
    • May be difficult to hear over siren
    • Officer running & talking on the radio
    • Use echo procedure
    • Specific information for suspects/vehicle
    • Includes incident type, time lapse, location, descriptions, weapons
preliminary dispatch
Preliminary Dispatch
  • Personnel may be unable to hear information
  • Information should include
    • Specific units to respond
    • Location
    • Type of incident
    • Important information
      • Subdivision
      • Apartment complex
      • Business name
supplemental information
Supplemental Information
  • After receiving acknowledgement from response units
  • All available supplemental information
    • Known/suspected hazards
    • Potential life threats to citizens
    • Current medical status of patients
    • Known exposures
    • Site location data (standpipes, HAZMAT info, floor plans, etc)
post dispatch
Post Dispatch
  • May require additional resources
  • Follow-up actions
    • Utility companies
    • Law enforcement
    • HAZMAT
    • Emergency management
    • SAR
    • Etc
standard broadcast procedures1
Standard Broadcast Procedures
  • EVERY CALL that warrants an action is dispatched! Not dispatching a call for service is not an option!
  • Dispatcher’s word choice determines clarity or confusion by field units.
  • Although speed is important, never compromise reliability.
  • Emergency & Non-Emergency calls are to be aired in the same format.
standard broadcast procedures2
Standard Broadcast Procedures
  • Establish a dispatch format or style
  • Prepare information, collect thoughts prior to dispatching the call
  • Maintain professional demeanor at all times
  • Field units depend upon the dispatchers to provide them with complete information that will enable them to respond as quickly and safely as possible
standard broadcast procedures3
Standard Broadcast Procedures
  • Confirm that field units know where they are to go and what they are facing
  • Units shall never be told to stand by until their request has been ascertained
phrase word brevity codes
Phrase Word Brevity Codes


Meaning: Message acknowledged.

OFFICER: “Unit 06 Paul 1, at station.”

TELE: “Unit 06 Paul 1, okay.”

phrase word brevity codes1
Phrase Word Brevity Codes


Meaning: Ready to take calls.

OFFICER: “Unit 03 Paul 2, available.”

TELE: “Unit 03 Paul 2, okay.”

phrase word brevity codes2
Phrase Word Brevity Codes


Meaning: I have arrived at the incident.

OFFICER: “Unit 02 Sam 1, on scene.”

TELE: “Unit 02 Sam 1, okay.”

phrase word brevity codes3
Phrase Word Brevity Codes


Meaning: I have handled the incident and I am now available.

OFFICER: “Unit 43 Sam 3 , assignment completed.”

TELE: “Unit 43 Sam 3, okay.”

phrase word brevity codes4
Phrase Word Brevity Codes


Meaning: Go ahead with your message.

OFFICER: “Unit 32 Paul l , request an operator check.”

TELE: “Unit 32 Paul 1, proceed.”

phrase word brevity codes5
Phrase Word Brevity Codes


Meaning: Do not transmit the message at this time. I will call you back when I am available. DANGER: Nature of request is critical prior to using STANDBY!!!

OFFICER: “Unit 34 Adam l , request a WEB check.”

TELE: “Unit 34 Adam 1, standby.”

phrase word brevity codes6
Phrase Word Brevity Codes


Meaning: Repeat your message, I did not receive it clearly.

OFFICER: “Unit 08 Paul l , at station.”

TELE: “Unit 08 Paul 1, repeat.”

phrase word brevity codes7
Phrase Word Brevity Codes


Meaning: Cancel the request/information designated.

OFFICER: “Unit 42 Paul 4, disregard.”

TELE: “Unit 42 Paul 4, okay.”

phrase word brevity codes8
Phrase Word Brevity Codes


Meaning: No longer available to take calls or keep status.

OFFICER: “Unit 41 Paul 14 , off duty.”

TELE: “Unit 41 Paul 14, okay.”

phrase word brevity codes9
Phrase Word Brevity Codes


Meaning: Eating; coffee; in multi-unit departments may be an indication that other units will cover calls.

OFFICER: “Unit 43 Paul 40 , on break at Burger King.”

TELE: “Unit 42 Paul 40, okay.”

phrase word brevity codes10
Phrase Word Brevity Codes


Meaning: To accompany a subject to a pre-designated place.

Ofc:“Unit 39 Paul 1, I’ll be at McDonald’s east, Bondsville Road and East Lincoln Highway, meeting a subject to accompany them to their res 123 Main St. to pick up their belongings.”

phrase word brevity codes11
Phrase Word Brevity Codes


Meaning: Be ready to write/type information about to be broadcast.

TELE: “Unit 09 Paul 1, prepare to copy.”

OFFICER: “Unit 09 Paul 1, proceed.”

phrase word brevity codes12
Phrase Word Brevity Codes


Meaning: A traffic stop has been made. The officer may transmit location, license plate, and possibly a brief vehicle description, by radio or MDT.

OFFICER: “Unit 42 Paul 2, a vehicle stop.”

TELE: “Unit 42 Paul 2, proceed.”

OFFICER: “Unit 42 Paul 2, Route 29 and Route 30 on PA registration SAMPLE, repeating S-SIERRA, A-ALPHA, M-MIKE, P-PAPA, L-LIMA, E-ECHO.”

phrase word brevity codes13
Phrase Word Brevity Codes


Meaning: Are you okay? Is everything under control?

TELE: “Unit 34 Paul 1, status check.”

OFFICER: “Unit 34 Paul 1, okay.”

phrase word brevity codes14
Phrase Word Brevity Codes


Meaning: About to broadcast information to be checked in CLEAN/NCIC. Be ready to write or type!

OFFICER: “Unit 30 Paul 7, registration check.”

TELE: “Unit 30 Paul 7, proceed.”

phrase word brevity codes15
Phrase Word Brevity Codes


Meaning: About to broadcast information to see if there are any warrants on a subject, (CLEAN/NCIC)

OFFICER: “Unit 38 Paul 6, request wants.”

TELE: “Unit 38 Paul 6, proceed.”

OFFICER: “Unit 38 Paul 6, John Doe, DOB 12/16/60.”

TELE: “Unit 38 Paul 6, okay.”

phrase word brevity codes16
Phrase Word Brevity Codes


Meaning: Do not let the person who is with you hear what I am about to broadcast on the radio.

TELE: “Unit 21 Paul 7, secure for radio traffic.”

OFFICER: “Unit 21 Paul 7, proceed.”

TELE: “Unit 21 Paul 7, NCIC positive, stolen tag on PA registration, S-SIERRA, A- ALPHA, M-MIKE, P-PAPA, L-LIMA, E-ECHO.”

phrase word brevity codes17
Phrase Word Brevity Codes


Meaning: To keep channel clear of all non-emergency traffic during storms, major events, and other busy periods.

TELE: (TWO ALERT TONES) “ Chester to all cars, Chester County is now under emergency traffic, limit all transmissions to emergency traffic only.”

phrase word brevity codes18
Phrase Word Brevity Codes
  • Meaning: To maintain clear airways during a specific incident
  • OFFICER: “32P04, I have an open door, request Priority Traffic.”
  • TELE: (two tones) “Chester to all cars, station is now under priority traffic, authority, 32P04”
phrase word brevity codes19
Phrase Word Brevity Codes


Meaning: Police officer attacked or injured - send assistance immediately!

OFFICER: “Unit 33 Paul 1, officer down!.”

TELE: “Chester to all cars, officer down at Midway Grille, 704 E Lincoln Hw in Coatesville.”

important ten codes
  • 10-4 OKAY
  • (these may be used during extreme emergencies, by accident)
dispatch format
Dispatch Format
  • Hail the Unit
  • Wait for Acknowledgement
  • Dispatch information
  • Wait for acknowledgement
hail the unit
  • “Unit 02 PAUL 1.”
wait for acknowledgement
Wait for acknowledgement
  • “Unit 02 PAUL 1, proceed.”
present info in the following order1
Present info in the following order:
  • 316 Pennsylvania Ave
  • Crim Mischief
  • Occurred 3 minutes ago
  • “Unit 11 PAUL 1, 316 Pennsylvania Avenue, 3-1-6 Pennsylvania Avenue; Front door hit with paint balls occurred 3 minutes ago, actor w/m/20s left on foot toward Green St.”

Unit: 16P01

Location: 119 Woodland Avenue

Type Code: Trespass

Incident Text: Hunters in the woods to the rear of the rp’s res

RP: Carl Bishop


Unit: 67P01

Location: 1270 Steeplechase Road

Type Code: Domestic

Incident Text: Husband/Wife verbal no weapons or intox

RP: Ruth Harrigan


Unit: 33P10

Location: O’ Grady’s Restaurant, 273 Schuylkill Road / in the parking lot

Type Code: Disturbance

Incident Text: 2 w/m arguing

RP: Ryan Bailey, manager


Unit: 39P01

Location: Rt. 30 / Rt. 340

Type Code: Phone

Incident Text: ref accident information occ last night at above loc

RP: Marie Gula 610-380-4892


Unit: 11P01

Location: Manor Ave & Lancaster Ave

Type Code: Accinj

Incident Text: 2 vehs blocking intersection 1 subject with a back injury

RP: Fred Prendergast


Unit: 02P01

Location: 101 Old Lancaster Road

Type Code: Noise

Incident Text: dog barking for 20 minutes

RP: Kathy McKee (does not want name broadcasted)


Unit: Unit 15P12

Location: 101 Edward Street

Type Code: Aheart

Incident Text: (Amb and Medic being dispatched) 47 yo/m rapid heart rate

RP: Jean Simmons


Unit: Unit 26P04

Location: SB Firehouse La. SO Kimberton RD in the area of the Kimberton Fire Co

Type Code: Accped

Incident Type: 22yo/f struck while riding bike

RP: Julio Gonzalez

required incident information to be viewed
Required Incident Information To Be Viewed
  • All incident info must be carefully read prior to dispatch
notifications supplements
Notifications & Supplements
  • Viewed, read & broadcast in a timely fashion
cancelling incidents
Cancelling Incidents
  • With permission of supervisor only
failure to answer
Failure To Answer
  • If a unit fails to respond by radio to a dispatch:
    • Assign call to another unit
    • Notify Shift Supervisor immediately
monitoring police incidents
Monitoring Police Incidents
  • Officers will report change of status by MDC or voice::
    • Enroute
    • On Scene
    • Clear
    • Changes in status or comments
emergency identifier activation
Emergency Identifier Activation
  • If a unit is on location at incident or signed out of a vehicle:
    • Attempt to contact the unit on the Emergency Talk Group DO NOT call on the phone if signed out on an incident.
    • If radio contact is made Do Not mention the Emergency Identifier, check status
    • If the Officer indicates it was accidental Reset and Notify Platoon Leader
    • If the Officer replies 10-15, respond “Ok unit call in when clear”
    • Inform Platoon Leader and Broadcast two alert tones on the Dispatch channel
    • Dispatch backup for an Officer needs assistance on the Dispatch Talk Group
    • Transmit: “Attention all units , receiving an emergency identifier from (unit #) at (location).
emergency identifier activation1
Emergency Identifier Activation
  • Broadcast two alert tones.
  • Transmit: “Attention all units, receiving an emergency identifier activation from (provide unit number and last known location).
priority radio
Priority Radio
  • Purpose: To maintain clear radio airwaves for a specific incident.
  • Instituted as follows:
    • Police officer request
    • Dispatcher discretion
    • Shift Supervisor orders
  • Conducting priority radio:
    • Broadcast two alert tones:
    • Transmit: “Chester to all cars, station is now under priority radio authority of (requesting party).
priority radio1
Priority Radio
  • Only transmissions critical to the safety of the officer (or public) or
  • Timely & accurate dispatch of emergency incidents
  • All units will refrain from transmitting routine information on the channel
priority radio2
Priority Radio
  • Terminating priority radio:
    • Transmit: “Chester to all cars, station is clear priority radio.
  • Routine radio traffic may resume
emergency traffic
Emergency Traffic
  • Purpose: Minimize non-emergency radio traffic during periods of high activity, such as storms
  • Constituted by order of the Shift Supervisor
  • Conducting emergency traffic
    • Broadcast two alert tones
    • Transmit: “Chester to call cars, Chester County is in an emergency traffic condition. Operations shall proceed under emergency traffic only.”
emergency traffic1
Emergency Traffic
  • Operations during emergency traffic:
    • When more than one unit from the same agency responds to an incident, an incident command will be established for communications purposes
    • Only emergency CLEAN/NCIC traffic will be processed by radio
  • Terminating emergency traffic
    • Transmit: “Chester, cancel emergency traffic.”



NIMS Incident Command System


Module Twelve: Objectives

  • Describe the purpose of the National Incident Management System
  • Describe the origin/development of the Incident Command System
  • Describe the ICS concepts & principles
  • List the components of the Command Staff function
  • List the components of the General Staff function
the national incident management system
The National Incident Management System
  • Provides a consistent nationwide template to enable all organizations to work together during incidents
  • Intent is to
    • Be applicable across full spectrum of incidents
    • Improve coordination/cooperation between entities in a variety of incidents
nims impact on the telecommunicator
NIMS Impact on the Telecommunicator
  • The initial assessment of call details becomes even more critical
  • The early determination of a hazard & the appropriate notifications are essential
  • Telecommunicators must update event records, call history & information to assess the true nature of the call
  • The Telecommunicator must understand that additional questions & pre-arrival instructions can have a significant impact on the outcome
incident command system
Incident Command System
  • Numerous large fires requiring multiple agencies & multiple jurisdictions to respond
  • No standard terminology or communications
  • Did not have the ability to expand/contract as incident progressed
  • Sheer volume of response personnel & resources created problems
ics concepts and principles
ICS Concepts and Principles
  • Suitable for any operation from single jurisdiction or single agency to multiple jurisdictions with multi-agency involvement
  • Applicable to users throughout the country
  • Readily adaptable to new technology
  • Scalable organizational structure based on size & complexity of the incident
common terminology
Common Terminology
  • Allows IC & support services to work together across a wide variety of scenarios
  • Covers
    • Organizational functions
    • Resource descriptions
    • Incident facilities
organizational functions
Organizational Functions
  • Major functions & units with incident responsibilities
  • Names are standard
  • Names are consistent
resource descriptions
Resource Descriptions
  • Common names to
    • Personnel
    • Equipment
    • Supply items
  • Helps avoid confusion
  • Enhances interoperability
incident facilities
Incident Facilities
  • Common terminology used to designate facilities in the vicinity of the incident area that will be used during the incident
  • Several types of facilities will be established based on incident
  • The most common are
    • Incident Command Post
    • Staging Areas
    • Triage Area
incident command post
Incident Command Post
  • Location of on-scene incident command
  • Houses IC and immediate staff
staging area
Staging Area
  • Temporary location of resources not immediately assigned
  • Any location in which personnel, supplies & equipment can be temporarily housed/parked while awaiting assignment
triage area
Triage Area
  • Area designated for the placement of all injured parties for medical assessment
  • Medical personnel determine the severity of the injuries & make recommendations for transport or medical care
span of control
Span of Control
  • Each person should have no more than 3 – 5 subordinates
  • Varies based on
    • Incident
    • Nature of tasks
    • Hazards & safety factors
    • Distances between personnel
    • Available resources
  • Check-In - All units must report in to receive assignment from IC
  • Unity of Command - Each individual will be assigned one supervisor
  • Span of Control - Supervisors must be able to adequately supervise/control their subordinates
  • Deployment – personnel/equipment respond only when requested or dispatched
command staff
Command Staff
  • Incident Command
  • Public Info Ofcr
  • Safety Officer
  • Liaison Officer
incident command
Incident Command
  • Usually belongs to agency with primary jurisdiction
  • Shall transmit brief report upon assuming command
    • Identity & parent agency
    • Actual location of incident
    • Brief incident & scene description
    • Designation of command & incident name
  • Person may change but callsign does not
incident command1
Incident Command
  • Impact on the Telecommunicator
    • All radio traffic from the incident should come from this individual (or the Safety Officer) to prevent confusion
public information officer
Public Information Officer
  • Responsible for interfacing with the public and media with incident related information requirements
  • May hold press conferences
  • Will issue press releases
public information officer1
Public Information Officer
  • Impact on the Telecommunicator
    • Will need to know
      • Will PIO be providing press release?
      • How often will it be updated?
      • Is there a press area on the scene?
    • This information must be obtained & recorded
safety officer
Safety Officer
  • Monitors incident operations & advises IC on all safety matters
  • Has authority to stop and/or prevent unsafe acts during operations
safety officer1
Safety Officer
  • Impact on the Telecommunicator
    • Telecommunicator will assist with responder safety
    • Will constantly monitor radio traffic based on PSAP policy
    • Must be prepared for unexpected radio traffic at any time
liaison officer
Liaison Officer
  • Point of contact for representatives of other agencies responding to the scene
    • Support services
    • Mutual aid agencies
liaison officer1
Liaison Officer
  • Impact on the Telecommunicator
    • Will function as type of liaison officer by informing responding units of exactly where to report on the scene
    • Will keep a record of where units are to respond & relay that information as needed
command function
Command Function
  • Single Incident Command
    • When an incident occurs within a single jurisdiction & no functional overlap
  • Unified Command
    • Provides guidelines to enable agencies with different responsibilities to interact by appointing “co-incident command” from different agencies
general staff overview
General Staff Overview
  • Functional aspects of ICS
  • Operations
  • Planning
  • Logistics
  • Finance/Administration
operations section
Operations Section
  • Responsible for all activities focused on reduction of the immediate hazard, saving lives/property, establishing situational control & restoration of normal operations
operations section1
Operations Section
  • Impact on the Telecommunicator
    • Will be responsible for maintaining records of operational progress
    • Will be given vital bits of information that can be used for a timeline of progression
    • Will assist with maintaining a “common operational picture” for all responders at all levels
planning section
Planning Section
  • Collects, evaluates & disseminates incident situation information & intelligence
  • Prepares status reports
  • Displays situation information
  • Maintains status of resources
planning section1
Planning Section
  • Will assist in maintaining knowledge of policies & procedures of mutual aid agreements
  • Will provide any stored information
    • Facility HAZMAT information
    • Contact information
    • Keyholder information
logistics section
Logistics Section
  • Responsible for all support requirements
    • Ordering resources from off-incident locations
    • Providing facilities, transportation, supplies, equipment maintenance & fuel, food, communications & IT, medical care for responders
logistics section1
Logistics Section
  • Impact on the Telecommunicator
    • Tactical Incident Dispatch Teams
finance administration section
Finance/Administration Section
  • Established when agency needs admin or finance support
  • Records all expenses/invoices as needed
  • Budgets for planning section