FRC106.pdf

TO: ALL PALM BEACH COUNTY FIRE RESCUE PERSONNEL FROM: REGINALD K, DUREN FIRE RESCUE ADMINISTRATOR PREPARED BY: FIRE RESCUE PPM COMMITTEE SUBJECT: FIRE / MEDICAL / GPS ALARMS PPM...

TO: ALL PALM BEACH COUNTY FIRE RESCUE PERSONNEL FROM: REGINALD K, DUREN FIRE RESCUE ADMINISTRATOR PREPARED BY: FIRE RESCUE PPM COMMITTEE SUBJECT: FIRE / MEDICAL / GPS ALARMS PPM #: FR-C-106 ISSUE DATE EFFECTIVE DATE July 22, 2019 August 7, 2019 PURPOSE: The purpose of this procedure is to establish a standard for taking calls from alarm companies. UPDATES: Future updates to this PPM are the responsibility of the Alarm Office Manager, in conjunction with the PPM Committee, under the authority of the Fire Rescue Administrator. AUTHORITY:  Fire Rescue Administrator, as may be amended. SCOPE: This policy applies to all Palm Beach County Fire Rescue personnel and reservists. POLICY: This policy applies to taking calls from alarm companies. PROCEDURE: FIRE ALARMS: 1. When you receive a fire alarm from an alarm company obtain the following information: a. Address including building number, apartment number, development, suite, etc. name of the alarm company, operator's name or ID number, and the alarm company's callback number. b. Business or resident's name. c. Premise phone number and/or reference number. d. Type of fire alarm (general, water flow, pull station, heat sensor, etc.). i. WE DO NOT RESPOND TO ALARMS IN TROUBLE MODE. e. Specific location of the alarm. f. Ask the alarm company if they are receiving any other type of alarm signals (burglar, intrusion, panic, etc.). If so, inquire if Law Enforcement has been notified. If not, advise the alarm company to notify them IMMEDIATELY. Document the case card and advise unit to STAGE. g. Ask if a key holder been notified? If not, are there any key holders on file? FR-C-106/Page 1 of 3  h. Prior to ending the call, ask the alarm company to call back if they receive any additional information (key holder responding, proper code, reset, additional alarms, etc.). 2. If the alarm company receives a reset prior to dispatch, enter the call as a THC. 3. If the alarm company receives a reset, proper code, false alarm and/or request that we cancel after the unit is enroute, document the case card and send an EMERGENCY message to appropriate TAC channel. DO NOT tell them they have to cancel unless advised to do so by the F.O.O. or higher authority. 4. In the City of West Palm Beach, at least one unit must continue response if the alarm came in from an alarm company. 5. In the City of West Palm Beach, if the alarm is received by a private resident from home, enter the call into CAD as an Investigation. WPB field units may elect to cancel on false alarm notifications. 6. If a technician is requested, advise alarm company that the system "REQUIRES SERVICE." MEDICAL ALARMS: 1. When you receive a medical alarm from an alarm company obtain the following information: a. Address including building number, apartment number, development, suite, etc. b. Name of the alarm company, operator's name or ID number, and the alarm company's callback number. c. Ask if the alarm company has made contact with the patient? If they have, choose the appropriate call type based on the information they have received. If the alarm company can hear someone requesting help but unable to determine the exact medical problem, enter the call into CAD as an Unknown Medical. If no contact has been made, enter the call into CAD as a Medical Alarm. d. Resident's name. e. Premise phone number and/or reference number. 2. Inquire if the door is unlocked or if there is any entry information on file (hidden key, lock box code, key holder). Any information received reference accessing a patient's residence shall be sent to the responding unit's pager by the call taker and shall document the information into the remarks section of call in CAD. 3. We do not routinely respond for welfare checks; however, the call taker shall evaluate each request to determine if a response is needed. If in doubt, ask the supervisor or F.O.O. If we are not responding, refer the caller to Law Enforcement. 4. If the alarm company requests your ID, give them either your first or last name FR-C-106/Page 2 of 3 GPS/MOBILE MEDICAL PENDANT ACTIVATIONS 1. When you receive a GPS/Mobile Medical Pendant Activation from an alarm company obtain the following information: a. Location of activation (Physical address and/or Latitude/Longitude coordinates) b. Physical description of patient. c. The subscriber’s name, address, and phone number on file. d. Name of the alarm company, operator’s name or ID number, and alarm company’s call back number. e. Alarm company’s reference number. 2. All GPS/Mobile Medical activations received will be entered into CAD for service. 3. If the alarm company requests your ID, give them either your first or last name. ______________________________ REGINALD K. DUREN FIRE RESCUE ADMINISTRATOR Supersession History 1. PPM#FR X-16, issued 06/01/1990 2. PPM#FR X-16, issued 05/08/2013 3. PPM#FR C-106, clerical 03/01/2018 4. PPM#FR C-106, issued 7/22/2019 FR-C-106/Page 3 of 3