Toronto Fire Services Communications-Dispatching-Radio Procedures PDF

STANDARD OPERATING GUIDELINE COMMUNICATIONS-DISPATCHING-RADIO PROCEDURES Date Issued: August 18, 2022 Rescinds: October 27, 2015 Section: Incident and Emergency Operations File Code: G-COMM PURPOSE To provide all Toronto Fire Services personnel with a guideline for communications, dispatching and...

STANDARD OPERATING GUIDELINE COMMUNICATIONS-DISPATCHING-RADIO PROCEDURES Date Issued: August 18, 2022 Rescinds: October 27, 2015 Section: Incident and Emergency Operations File Code: G-COMM PURPOSE To provide all Toronto Fire Services personnel with a guideline for communications, dispatching and radio procedures. RESPONSIBILITY All personnel are responsible for maintaining a complete understanding and proficiency regarding the use of communications, dispatching and radio procedures. Officers are responsible for ensuring that communications, dispatching and radio procedures are understood and followed by all crew members. Communications Division District Chief and Company Officers are responsible for ensuring that all Communications Centre personnel understand and follow communications, dispatching and radio procedures. The Incident Commander is responsible for ensuring that frequent updates are provided to the Communications Centre from all incident scenes. GUIDELINES 1. Prioritization During the course of any incident, the Incident Commander shall ensure frequent updates are given to the Communications Centre as the incident progresses. Telephone and radio calls to the Communication Centre shall be answered in priority sequence in compliance with the following: (a) Emergency calls from; i. 9-1-1. ii. TFS seven digit emergency number (e.g. used by alarm companies). iii. Still Alarms from fire stations. iv. Toronto EMS. The Communications Centre shall notify all Platoon Chiefs when a Second Alarm or higher is in progress. File Code: G-COMM Page 1 of 11  STANDARD OPERATING GUIDELINE 2. Vehicle Radio Identifiers Radio aliases shall indicate the vehicle type and fire station number. When using radio identifiers, the vehicle type shall always be used first, followed by the vehicle number. The following are examples of vehicle types that shall be used: (a) Pumper (b) Rescue (Rescue/Pumper) (c) Aerial (straight aerial device) (d) Platform (vehicle with a platform other than those to be classed as a Tower) (e) Tower (Platform with an articulating boom) (f) Squad (g) Air/Light (h) Fireboat (i) Hazard (j) Hazard Support Unit (k) Highrise (l) Decon (m)Decon Support Unit (n) Car (Chief's Vehicle) (o) Command (Command Vehicle) 3. Mobile Radio Identifiers Radio identifiers for emergency vehicles shall contain the vehicle type and three digits that identify the Command, District, and fire station number (e.g. Vehicle 423; Command 4, District 2, Fire Station 3). Chiefs shall have a two digit identifier, indicating Command and District (e.g. Chief 11; Command 1, District 1). Guidelines for announcing numbers (refer to Standard Operating Guideline E- RAD(U) – Radio and Communications Equipment – Use) may be relaxed when announcing radio identifiers on the air. However, for addresses and all other purposes, proper number protocol shall be used. E.g. Pumper three, three, one, may be pronounced as Pumper three thirty- one. The following examples outline the procedures for using radio identifiers: (a) Pumper 123………….……"Pumper one twenty three" (b) Pumper 325B………….…."Pumper three twenty five bravo" (c) Rescue 411…………....…."Rescue four eleven" File Code: G-COMM Page 2 of 11  STANDARD OPERATING GUIDELINE (d) Aerial 244…………………."Aerial two forty four" (e) Platform 114………………."Platform one fourteen" (f) Squad 413…………..….…"Squad four thirteen" (g) Air Light 114…………….…"Air Light one fourteen" (h) Decon Support Unit 145....."Decon Support Unit one forty five" (i) Hazard 332…………………"Hazard three thirty two" (j) Highrise 332…………….…."Highrise three thirty two" (k) Fireboat 334…………….…."Fireboat three thirty four" If there is any difficulty understanding the transmission of a mobile radio identifier, each digit may be individually stated to ensure proper identification. (a) Support 7………………….."Support seven" (b) Box 12………………….….."Box twelve" (c) Car 10………………..……."Car one, zero" (d) Command 10……………..."Command one, zero" Upon arrival at an emergency incident, the Command vehicle shall be identified by an "Incident Name" (e.g. Yonge Command, Queen Command). 4. Portable Radio Identifiers Portable radios are assigned to personnel and shall be identified by the vehicle number and a designation. The designations used are the following: (a) Fire Prevention……………………..…FP (b) Public Education……………………….PUB-ED (c) Fire Investigators………………………FIRE INVESTIGATOR (d) Training………………………………....TRNG (e) Mechanical……………………………...MECHANICAL (f) Mechanical Mobile Response Unit……MRU (g) Captain…………………………….…….CAP (h) Crew……………………………………..CW (i) Chief……………………………………..CH (j) Fire Incident Technician……………….FIT Crew numbers are only used when more than one crew handset is assigned to the emergency vehicle. The first crew radio on any emergency vehicle shall be identified as Crew. Other crew radios shall be identified as Crew 2, Crew 3, etc. The designation TP (Tactical Portable) shall be assigned to all spare portable radios. The spare portable radios shall be distributed among the District Chiefs and Command Vehicles to be exchanged for portable radios requiring service, as well as additional portable radios for distribution at major incidents. File Code: G-COMM Page 3 of 11  STANDARD OPERATING GUIDELINE Portable radio identifiers and procedures for identification include the following: (a) Pumper 123 Captain…....."Pumper one twenty three Captain" (b) Pumper 123 Crew 1…..…"Pumper one twenty three crew one" (c) Rescue 411 Crew……..…"Rescue four eleven crew" (d) Squad 331 Crew 2……....."Squad three thirty-one crew two" (e) Chief 11………………......."Chief eleven" (f) FIT 10……………………..."Fit ten" (g) Fire Prevention 205…...…."Fire Prevention two zero five" (h) Training 21…………..….…"Training twenty one" If there is any difficulty understanding the transmission of a portable radio identifier, state each digit individually to ensure proper identification. 5. Dispatch Radios The Fire Station number shall designate the dispatch radio identifier. E.g. Station 123 – "Station one twenty three." 6. Radio Identification Standards (Style) At the start of any radio conversation both parties shall be identified to ensure there is no confusion as to where the message is coming from and where it is going. After this initial link has been established, the style of conversation that follows may become less formal. It is not necessary to constantly repeat the full identifiers as the two parties continue talking to each other. The party being called shall be identified followed by the calling party. E.g. "Pumper three twenty one, this is Toronto Fire"……."Toronto Fire, this is Pumper three twenty one." 7. Dispatch Message Vehicles shall be dispatched by voice announcement over the fire station public address system/dispatch system. The dispatch shall include the following: (a) "Alert" tone transmitted over the public address system. (b) Dispatch message including the emergency vehicles to respond. (c) Type of incident including a brief description of the problem. (d) Address. File Code: G-COMM Page 4 of 11  STANDARD OPERATING GUIDELINE (e) Radio channel and radio zone. (f) Request for acknowledgement of receipt. Vehicles dispatched when "Radio in District (RD)" shall receive a voice announcement over the mobile radio. The voice message should be repeated twice for the benefit of these apparatus. Vehicles dispatched when "At Station (ST)" shall receive a voice announcement over the dispatch radio and a paper dispatch via the fire station dispatch printer. After return from an incident, paper dispatch messages and other paper information received via the fire station dispatch printer should be sufficiently destroyed before being placed in a recycle container. 8. Still Alarms Refer to G-STIL – Still Alarms 9. First Emergency Vehicle on Scene Upon arrival, the status of the first emergency vehicle At Scene will be updated via the MDT, and then Command will be established by the initial radio report to Communications (Toronto Fire) in the following manner: (a) Clearly identify the location by using the correct street address and/or a common, descriptive name. (b) Provide a brief description of the incident structure. (c) Provide a brief description of what signs are visible upon arrival. (d) Briefly describe the action to be taken. (e) Confirm the assumption and designation of Command. (f) End radio report by stating your PAR status. The first unit to arrive at an emergency incident is responsible for notifying the Communications Centre by radio of its arrival and for providing a brief description of the conditions observed and the precise location of the incident. The responding officer should report arrival and should establish the initial command post at the emergency. First arriving units often provide the most crucial information pertaining to an incident. Officers on first arriving units shall ensure that clear, calm, thorough and accurate reports are provided to the Communications Centre. E.g. "Toronto Fire, this is Pumper one fourteen. We have arrived at number one, two, three, Byng Avenue. Police on scene. We have a three-story dwelling with smoke coming from the roof. Pumper one fourteen Captain is in File Code: G-COMM Page 5 of 11  STANDARD OPERATING GUIDELINE mobile command, investigating, PAR 3." A single apparatus incident (e.g. rubbish fire, medical call, etc.) does not require that the initial radio report include the assumption of command. 10. Updates to the Incident Commander or Crew from the Communications Centre The TFS Communications Centre shall relay any additional information to responding personnel as it becomes available. Information updates will be communicated to the assigned apparatus in accordance with the following: (a) Updates will be sent to the Mobile Data Terminal (MDT) in the apparatus; (b) The Communications Centre Dispatcher will provide a verbal update via radio. If the information received identifies a scene safety issue regarding a potentially violent patient or situation, the Communications Centre Dispatcher will relay the information as follows: (a) While the apparatus is enroute or upon arrival At Scene, the Communication Centre Dispatcher will update the Incident Commander or Crew using plain language. The update will be sent to the MDT. (b) Updates received after the apparatus has arrived At Scene will be provided by the Dispatcher to the Incident Commander or Crew by Stating "Code 2". "Code 2" will be used to advise of a potentially violent situation. It will be acknowledged by the Incident Commander or Crew with "Code 2, Roger". 11. Other Vehicles Arriving All other apparatus arriving shall also report their arrival to the Communication Centre to update their status and time stamp their arrival. This shall also advise the Incident Commander of the arrival of incoming vehicles. 12. Incident Updates After their arrival at a fire, the Incident Commander or FIT should provide a brief summary of the initial assessment to the Communications Centre. E.g. "Toronto Fire, this is FIT forty-three. This is a three-story commercial structure with fire on the second floor." File Code: G-COMM Page 6 of 11  STANDARD OPERATING GUIDELINE The Incident Commander should ensure frequent updates are provided to the Communication Centre to allow them to manage resources. The Incident Commander shall notify the Communication Centre when a fire is Under Control. Significant benchmarks shall be communicated to the Communications Centre. Dispatchers shall enter these benchmarks in CAD for event chronology purposes. (Refer to TN 104.3.9 Benchmarks) 13. Requesting Toronto EMS On scene personnel shall never assume an ambulance is responding to the incident as a high priority. The EMS crew may not have the same valuable information that personnel on scene have learned. Details of the situation at hand should be provided to the TFS Communications Centre for relay to the Toronto Central EMS Communication Centre. The TFS Incident Commander shall ensure updates are communicated to the TFS Communications Centre including the following: (a) Safety issues (if any). i. Medical update including;  The primary complaint and incident type.  The patient's approximate age.  Level of consciousness/alertness?  Breathing: yes/no, or difficulty breathing?  Is there severe bleeding? (Spurting or uncontrollable). ii. Entry issues (e.g. entry codes). iii. Action(s) underway by fire personnel. iv. Approximated rescue duration time. (b) After receipt of an update from on scene personnel, TFS Communications Centre personnel shall immediately forward the information to the Toronto Central Ambulance Communications Centre (CACC). 14. Requesting Police Requests for Police assistance shall be accompanied by a reason. Requests for Police assistance shall be recorded by the Communications Centre on the incident record. Company Officers or other personnel may request Police for attendance to any incident to which Police are required. "Code 1" requests for Police shall follow the protocol outlined in Standard Operating Guideline Violence Related Incidents. File Code: G-COMM Page 7 of 11  STANDARD OPERATING GUIDELINE 15. Requesting Other Agencies Requests for any other agencies should be accompanied by a reason. Communication Centre staff shall contact the appropriate agency and record the request. 16. Support Vehicles Canteen/support vehicles and services shall be notified to respond to multiple alarm fires and major incidents of prolonged duration by the Communication Centre. These vehicles/organizations include the following: (a) Box 12 (b) Support 7 (c) Salvation Army (d) Red Cross The Incident Commander/Command should be notified of the dispatch of any canteen/support vehicles. 17. Clearing Responding Vehicles If it is determined that responding apparatus are not required at an incident, the Incident Commander should notify the Communication Centre to clear incoming vehicles. E.g. "Toronto Fire, this is Pumper three twenty five Captain…..This is a confirmed false alarm at number seven, eight, three, Queen Street West, return all incoming apparatus." "Wilco Pumper three twenty five Captain….All incoming apparatus responding to number seven, eight, three, Queen Street West, you are clear. Acknowledge." "At this time all responding apparatus should switch to the operations channel and report clear using the MDT." When some of the responding apparatus are required at the scene and one or more can be cleared, this shall be reported to the Communication Centre. E.g. "Toronto Fire, this is Chief forty-three. We have a small kitchen fire at number eight, five, three, Yonge Street, return all incoming apparatus with the exception of Pumper four eleven and Car 43." "Wilco Car forty-three. All apparatus responding to number eight, five, three, Yonge Street with the exception of Pumper four eleven and Car forty-three, File Code: G-COMM Page 8 of 11  STANDARD OPERATING GUIDELINE you have been cleared by Chief forty-three. Acknowledge." 18. Vehicle Status The Company Officer of each apparatus shall ensure the TFS Communications Centre is immediately informed of any change in vehicle status. Status Types and an explanation of each are provided by the following: File Code: G-COMM Page 9 of 11  STANDARD OPERATING GUIDELINE 19. Arrived at a Secondary Location or A2 The time stamp A2 will indicate the true response time for events by calculating the time that passes between a responding emergency vehicle announcing their arrival At Scene and the time that the crew has reached the actual location of the incident. This includes Vertical Time (reflex time) for responses in highrises as well as similar events where arrival at the actual location may be delayed. When the first crew arrives on scene, they will announce that they are "A2" and the dispatcher will initiate a status change. 20. Patient Contact The time stamp Patient Contact will indicate actual contact time for medical incidents. This time will include delays such as Vertical Time (reflex time), forcible entry, and wandering/lost patients. 21. Spelling Words of the phonetic alphabet shall be learned thoroughly by all personnel. Whenever isolated letters or groups of letters are pronounced separately, or when communication is difficult, the phonetic alphabet should be easily and fluently used. A – ALPHA N – NOVEMBER B – BRAVO O - OSCAR C – CHARLIE P – PAPA D – DELTA Q – QUEBEC E – ECHO R – ROMEO F – FOXTROT S – SIERRA G – GOLF T – TANGO H – HOTEL U – UNIFORM I – INDIA V – VICTOR J – JULIET W – WHISKEY K – KILO X – X-RAY L – LIMA Y – YANKEE M – MIKE Z – ZULU 22. Time The twenty four hour clock shall be used for expressing time. It shall be written and verbalized by means of four figures, the first two denoting the hour past midnight and the last two the minutes past the hour. E.g.: 12:45 a.m. expressed as 0045 hours 12:00 noon expressed as 1200 hours 12:00 midnight expressed as 2400 hours File Code: G-COMM Page 10 of 11  STANDARD OPERATING GUIDELINE Common terms that may be used at the time of dispatch, or as updates from the scene include the following: (a) PD ACCIDENT…………Property damage accident (b) PI ACCIDENT………….Personal injury accident (c) ETA……………………..Estimated time of arrival (d) VSA……………………..Vital signs absent (e) PIC………………………Person in Crisis ATTACHMENT(S) N/A RELATED SOGS G-STIL – Still Alarms File Code: G-COMM Page 11 of 11