Chapter 4: Communication PDF

Chapter 4: Communication To be a successful Lifeguard, you must be able to effectively communicate with the public. You will need to get your message across in a manner that assures that the public will comply with your request. Proper communication is important as it will give you the...

Chapter 4: Communication To be a successful Lifeguard, you must be able to effectively communicate with the public. You will need to get your message across in a manner that assures that the public will comply with your request. Proper communication is important as it will give you the best chance of success in achieving your goal of compliance and safety, and it will reflect positively on you, the Evanston Lakefront, and the City of Evanston. Section 1 - Addressing the Public from the Chair Most of your interaction with the public will happen while you are “in the chair” and due to the distance between you and the swimmers the intent of the lifeguard is often misconstrued. Using one of the four tools listed below and varying between them is often the best way to effectively communicate with beach goers. 1.1 Using your Voice or the Megaphone Projecting (aka. yelling) is probably the best way to communicate from the chair with the swimmers, but you need to be mindful of just how you are speaking in order to get the desired response from the public. A megaphone can be used to amplify your voice which makes it easier to hear at farther distances but only when used effectively. Do not yell at them, yell to them Yell politely (the tone will be bad so make the words good) When necessary identify the person you are trying to inform Be brief, it’s hard to hear out there Keep the microphone one to two inches from your mouth and speak firmly If possible, make accommodations for the wind when speaking Hold the megaphone still. If you need to make an announcement to a large area or the entire beach, you may need to make the announcement multiple times with the megaphone pointing in different directions 1.2 Using your Whistle In certain situations, you may be able to just use your whistle and gesture in a way that informs the person of what you need. For example, if you take the situation above you could also accomplish this task by blowing a two-whistle and either pointing where you want the person to go or by giving a short verbal instruction. Be mindful of overusing your whistle If they are not responding, try something else 1.3 Ask for help from another Guard or Manager If you’ve attempted all the above forms of communication with a patron or if you just know that a patron will not be able to hear, understand, or respond, you can always ask another guard (who is on break duty) to come down and speak to a patron directly. While this is not the most convenient or efficient way of communicating with the public it is often the most effective. Section 2 - Guarding Signals 2.1 Whistle Signals In all cases, use your whistle and megaphone only when necessary. Do not desensitize patrons to these communication tools. Section 3 - Hand Signals When a Lifeguard is in need of assistance or performing a rescue, hand signals are used to further communicate the type of rescue to Lifeguards and the Beach Manager. Section 4 - Addressing the Public Face to Face While most of your communication with the public will take place from the chair, there will be instances when you will need to approach the patrons in a one-on-one setting. Your goal in all interactions with the public should be to create a positive encounter while getting them to comply with the policies, rules and regulations for the City of Evanston Lakefront. When addressing a patron regarding a policy, rule or regulation remember the following: Approach the patron calmly, introduce yourself if needed, and ask them to comply with the regulation. Actively listen to the patron. Ask open ended questions if you need clarification. If the patron does not comply, explain why the rule or regulation exists in the first place. Offer other choices or solutions to the problem. If a patron becomes angry, do not yell or ask them to calm down. This will escalate the situation. Validate their feelings by saying something like, “I’m really sorry to see you are upset”. Their anger is not about you. If you become frustrated or flustered as for help from another staff member. Most common reasons a patron may become escalated: Feel unsafe Feel disrespected Feel like they are not being heard or helped Steps for De-escalation: Listen and repeat back what you heard. Empathize and apologize for the experience or if you may have done something wrong. Reassure and resolve the problem. Section 5 - Lakefront Radio Communications The radio should be handled by the Managers at all times unless the Manager is guarding or directly involved in an emergency, in which case the radio should be handled by the guard at the ripper position. NEVER leave the radio unattended. The radio is the beach’s first form of communication with the Supervisors and Dispatch. It is used in important daily issues needing prompt conclusion, and in all emergency situations. Remember, there is to be no non-essential radio use. The radio is on the city frequency, and our emergency communication line and this type of behavior will not be tolerated. Radios should remain tuned to channel 1 unless instructed otherwise through the chain of command. 5.1 Radio Channels Call Signs/Radio Identifier Channel # Channel Name Call # Position 1 EFD Lakefront 2100 Fire Chief 2 Sailing/Aquatics 2101 Deputy Fire Chief 3 EFD LF Alternate 2102 Deputy Chief of Emergency Management 4 Unused 2103 Division Chief - Sp. Operations 5 NU Sailing 2110 Field Chief of EMS 6 (Intentionally blank) 2120 Field Chief of Special Operations 7 USCG CH 16 2130 Lifeguard Coordinator 8 USCH CH 22 2131 Lifeguard Supervisor - North 9 RED S OP 2132 10 RED N OPS 2133 Lifeguard Supervisor - South 11 IFERN 2140 Lakefront Manager - EPR 12 EFD Admin 2141 Lakefront Program Coordinator - EPR 13 EFD Fireground Blue 2142 Camp Director 14 EFD Fireground White 2143 Sailing Director 15 EFD Fireground Red 436 Sailing Vessel - Boston Whaler 16 EFD Main 445 Aquatic Camp Vessel - Boston Whaler 427 Aquatic Camp Vessel - Boston Whaler Marine 21 EFD Life Safety Boat Evanston Dispatch - 911 Center Dispatch All beaches use their specific beach name as their radio identifier (ex. South, Lee, Dempster, Greenwood, Clark, Lighthouse) Evanston Fire Companies use their assigned rig as their radio identifier (ex. Ambulance/Engine/Truck/Battalion followed by their Station number: 21 through 25) 5.2 Radio Terminology Affirmative - Acknowledgement (Yes – that is correct) of a transmission. Available – Available for another assignment. Command – Person in charge of an emergency incident. Negative – Acknowledgement (No that is not correct) of a transmission. Stand-By - Status for persons or units waiting for an assignment. Under Control – The situation is under control; the incident has been stabilized. 5.3 Receiver Sender Model When using radio communications at events that exceed local capability, the following communication guidelines shall be followed: Sending a transmission: To determine the receiver is listening and ready to receive the message, transmit your receiver’s call sign followed by your call sign. (Example: “Evanston Dispatch, From 2130"). After the receiver acknowledges, inform receiver of your message (Example: "2130 on scene") All transmissions require that the receiver acknowledge before proceeding with the message (Example: Evanston Dispatch from 2130, (dispatch; go ahead 2130) 2130 is on scene.) Receiving a transmission To verify that the message has been fully understood the receiver repeats the context of your transmission (Example: Dispatch repeats "2130 on the scene"). Affirmation of communication: there is no longer an affirmation of communication, however if the message that is repeated is incorrect, the sender should correct the receiver. Example 1: Clark Street Beach: “2130, from Clark Street Beach” 2130: “2130, go ahead” Clark Street Beach: “We need a supervisor to Clark Street Beach” 2130: “message received, 2130 in route to Clark Street Beach” Example 2: 2142: “Jacob from 2142” Jacob: “2142, go ahead” 2142: “Please send Timmy to the beach office” Jacob: “Message received, Timmy is being sent to the beach office” 5.4 Radio Use Procedures Hold the portable radio about 2 to 3 inches from your mouth at an angle of approximately 30 degrees and push the transmit button. Speak clearly and distinctly into the front of the radio. Speak in a normal voice; do not raise your voice or whisper. After pushing the transmit button, hesitate for a second before talking. There is a signal being transmitted as soon as you push the button, which will cover up the first part of your voice if you begin talking too soon. To receive, simply release the transmit button. Before calling someone, listen to see if the radio channel is clear of transmissions. If the channel is busy, wait until the current parties “clear” off the air. 5.5 Four Golden Rules of Radio Communication 1. Clarity: Your voice should be clear. Speak a little slower than normal. Speak in a normal tone. Do not shout. 2. Simplicity: Keep your message simple enough for intended listeners to understand. 3. Brevity: Be precise and to the point. 4. Security: Do not transmit confidential information. Remember, frequencies are shared, you do not have exclusive use of the frequency, others may be listening. 5.6 General Radio Guidelines 1. The employee is responsible for taking reasonable care of assigned radio to ensure they are not damaged, lost, or stolen. In case of loss, the employee may be responsible for the replacement of the radio. 2. The assigned radio at all times remains the property of the City of Evanston and is provided to the employee for communication in performance of their duties. 3. The employee shall keep the radio in good working order and will notify supervisory staff immediately of any defect or malfunction. 4. The employee shall use the assigned radio lawfully and in accordance with the use policy. 5. Employees shall not sell, assign, transfer, or otherwise dispose of the assigned radio. 6. Employees shall not leave the radio unattended or unsecured in public places. 7. To protect the radio from damage, users shall use radio straps and/or plastic sleeves to protect the radio from water and sand. 8. Radios must be returned daily and charged overnight. In 5.7 through 5.10 “2130” will be used for example. You should use whichever beach you are at as your radio identifier. Additionally, if you are requesting help from EFD, EPD, or Supervisors and are not at the beach (such as calling from a nearby park or the restroom) ensure you state your location in your radio traffic. 5.7 Call a Medical Emergency 1. The employee is responsible for calling in a medical emergency, if necessary. The following is the proper format for calling in a medical emergency to the Evanston Dispatch center. 2. Upon notification of a medical emergency, follow proper radio procedure by holding the radio approx 2 to 3 inches from your mouth at an angle of approximately 30 degrees and depress the transmit button. 3. In a calm and clear voice “Evanston Dispatch from 2130”, you must wait for the dispatcher to acknowledge you by saying “Go ahead 2130” 4. “Dispatch, please send an ambulance to (specific beach/area) for a person having (Chest pain, Seizure, Unconscious, broken limb)”. 5. Keep the radio transmission specific to the nature of the emergency. Dispatch may also ask for the age and gender of the pt, if necessary. 6. Keep your radio close by, and at a volume you will be able to hear. Dispatch may ask for further information to help crews find a better location, or ask for any updates, if applicable. 5.8 Calling in a Police Matter 1. The employee is responsible for calling in a police matter if the need arises. This may stem from fights, cases of stalking, attempted kidnappings, or mental health crises where a person is acting aggressive. 2. Upon notification that police are needed to the beachfront, the employee will follow proper radio procedure by holding the radio approx 2 to 3 inches away from your mouth, and depress the transmit button. 3. In a calm and clear voice, “Evanston Dispatch from 2130”, you must wait for the dispatcher to acknowledge you by saying “Go ahead 2130”.  4. “Dispatch please send a Police response to (specific beach/area) for a (Fight, attempted kidnapping, etc…)” 5. Keep the radio transmission specific to the nature of the emergency. Once dispatch has acknowledged that a police response is being sent to your location, keep your radio nearby at a volume you will be able to hear. Dispatch may have follow up questions in regards to physical description, height, weight, and gender if necessary. 5.9 Calling in a Missing Person 1. The employee is responsible for calling in a missing person, if necessary. 2. The employee must recognize the difference between a missing person last seen on land, VS the water, as that will yield a full water rescue response. 3. Upon recognition of a missing person LAST SEEN ON LAND, the employee will follow proper radio procedure by holding the radio approx 2 to 3 inches away from your mouth, and depressing the transmit button. 4. In a calm and clear voice, “Evanston dispatch from 2130”, wait for dispatch to acknowledge you by saying “Go ahead 2130” 5. “Dispatch, please send police to (Specific location/beach) for a report of a missing person last seen on land”. Dispatch will now start asking questions to ensure there is no possibility of the person having been lost in the water, last known location, and a physical description. 6. Dispatch has cameras at Lighthouse beach, Church street boat ramp, Clark street beach, and Dempster street beach. Dispatch will start using camera footage to assist in location the individual, or direction of travel, as well as trying to rule out a missing person lost into the water. Dispatch does not have camera access at South Boulevard Beach or Lee Street Beach. 5.10 Calling in a Water Rescue Response 1. The employee is responsible for calling in a water rescue response if necessary. 2. Upon recognition of a person drowning that the lifeguards are unable to immediately handle, a missing person in the water, people in rough waters stuck against a breakwall, or any vessel in distress, the employee will need to immediately contact the Evanston dispatch center to initiate a water rescue response. 3. Using proper radio technique, the employee will hold the radio approx 2 to 3 inches away from your mouth, and depress the transmit button. 4. “Evanston dispatch from 2130”, wait for dispatch to acknowledge by saying “Go ahead 2130”. 5. “Dispatch, I need a water rescue response for a person/vessel (Additionally briefly state what type of peril the victim or vessel is in) to (specific beachfront or area)” 6. Dispatch may begin to ask questions, including a description of the person if possible, exact location (breakwall, off shore, dragged out from a specific beach). 7. It is very important to note the last seen location of a person who went missing in the water. The EFD will use that location to begin searching, and having a point of reference for them is very beneficial and time saving. 5.11 Codes Section 6 - Phone Procedures In the event of an emergency (major first aid, rescue, violent incident, etc.) the Supervisor on duty needs to be notified radio should be the first line of communication. in the case that there is no response on the radio, make a second attempt then follow the emergency phone procedures. 6.1 Emergency Phone Procedures In the event of an emergency requiring EMS (a Code Blue) when the radio is not working, you must use a telephone to notify Evanston Dispatch (911) and the Beach Office of a Code Red or Blue. Often, a Supervisor will not be the staff member answering the phone at the Beach Office, if this happens let them know what beach you are, that you have an emergency and that you need to speak to a Supervisor immediately. Once a Supervisor is on the phone, notify them of the code status (Red or Blue), whether 911 has been called, and give any other pertinent information about the emergency. Section 7 - Supervisors Radio Protocol Morning and Afternoon radio checks must be conducted twice daily The base station radios should be monitored and set to audible levels at all times These protocols are to be followed always as our radios are monitored by Dispatch and they will contact us via Radio. Section 8 - Marine Radio Protocol At any given time, a supervisor must be within earshot of the marine radio and be aware of any emergencies that may require assistance. Listen for pan-pans involving Evanston, Wilmette, and other neighboring jurisdictions. All the boat radios and the base station radio should always be tuned to Channel 16 unless you are talking to one of the lakefront boats. 8.1 Procedure 1. Hail on channel 16 2. Switch to channel 71 3. Talk on channel 71 4. Switch back to channel 16 5. Hailing formula: “_____(x3) this is the Evanston Lifeguard Service on channel 16 over.” 8.2 Marine Radio Etiquette When you are ending a single transmission, the last word you say should always be “over.”  When you are done with an entire conversation, the last word you say should always be “out.” When given a direction to switch to another channel always transmit a confirmation of the channel before switching. Once communications have been established always begin each transmission by first saying who you are talking to and then who you are. Keep your comments brief and professional because anyone with a marine radio can hear what you say. As a rescue service, we are expected to adhere strictly to protocol. Example