There is an ongoing conversation in some quarters as to whether fire dispatchers should be firefighters. Similar discussions occur in the EMS (paramedics) and law enforcement professions (officers), often after a questionable call.
When I began my career in communications, I already was a firefighter for a little more than two years. In fact, most of my co-workers shared similar experiences. We either were members of, or knew people in, the departments that we dispatched. Terminology wasn’t a problem for us nor was understanding the apparatus numbering system. This saved considerable time in training. More importantly, we had a good grasp of geography—one of the most difficult subjects to learn. There’s no doubt whatsoever that some value was derived from our previous experience, but was this experience necessary? “Beneficial” and “mandatory” are two different things.
Proactive vs. interference
How and when to utilize previous firefighting knowledge has a bearing on the case. Time in the field provides exposure to critical terms and an understanding of the actions that take place on the fireground. However, when the firefighter-dispatcher disregards policy and overrides the incident commander, trouble ensues. It is one thing to be proactive and to anticipate needs, quite another to try to manage the event from afar.
One particular instance where such freelancing is extremely problematic involves scripted questions and pre-arrival instructions. Response criteria, as well as protection from liability, often are tied closely with these protocols. Although some accuse their use as the “dumbing down” of dispatchers, their track record is favorable, particularly when the process is overseen by a medical director or council of chiefs. In short, this pre-formatted decision tree allows for expert input to guide the call-taker.
A perfect example of how past performance can collide with accepted practices is dramatized in an episode of the classic TV show “Emergency!” in which the tactics of an army medic who is on a ride-along clash with those of the Los Angeles paramedics. Handling things in a combat zone, the story implies, is in stark contrast with working just around the corner from a trauma center. Similarly, not all firefighting experience is universally relevant, and assumptions can be deadly both on the fireground and inside of the dispatch center.
Firefighters turned dispatcher?
With the ongoing issue of retention, it also might be wise to consider the differing psyches of telecommunicators and firefighters. I heard many dispatchers say that they chose a safer career, expressing concern about even having to see the damage that’s associated with emergency scenes. The advent of Next Generation 9-1-1, which includes photographs and streaming videos, changed that somewhat, however the lack of exposure to physical danger remains unchanged.
Conversely, it is that exposure to danger that seemingly attracts many firefighters to the profession. Many firefighters who I know consider dispatch a demotion, even if only temporarily assigned there because of telecommunicator shortages or light duty; they typically can’t wait to get back to riding the rig.
Some agencies make dispatch a regular stop on the assignment rotation for uniformed members, and as a dispatch director, I have utilized firefighters as part-time relief employees. Still, where emergency communications centers (ECCs) use scripted protocols and have continuing education requirements, it is increasingly difficult for even full-time telecommunicators to maintain certifications. This is compounded in multiservice facilities, where additional classes usually are required.
As useful as past experience might be, it is exceeded by the need for mutual understanding. Just as firefighters might believe that telecommunicators don’t fully comprehend their concerns, so, too, are dispatchers frustrated at what they perceive as a lack of respect for their job. One way to mitigate this disconnection is the ride-along or sit-along, during which suppression and dispatch personnel monitor each other’s duties for a shift. Although this often is done in short blocks of time, 8-, 10- or 12-hour exchanges are preferable to get a fuller understanding of what each job entails. As is the case with any other training, this practice must be repeated periodically for full effect.
Understanding each other
Regardless of how it is learned, fluency in terminology is essential. Common vernacular, such as RIT (rapid-intervention team), SCBA (self-contained breathing apparatus) and BLEVE (boiling liquid expanding vapor explosion), are included here. Conversely, similar acronyms exist in “9-1-1 speak,” such as ALI (automatic location information), ANI (automatic number identification) and ACD (automatic call distributor), which are helpful for firefighters to add to their vocabulary.
Lack of training often can be the cause of a disconnect between dispatch and suppression. Although NFPA 1061: Standard for Public Safety Telecommunications Personnel Professional Qualifications speaks to telecommunicator qualifications, there is no national mandate, so training often is left up to the local jurisdiction. In a survey of more than 250 dispatchers that was conducted for Firehouse, almost 30 percent of survey-takers reported that they either had fewer than 80 hours of initial training or none at all. One dispatcher complained that only an hour or two of the individual’s formal academy addressed fire. Despite FEMA recommendations, incident command classes often were absent as were opportunities for joint exercises. This lack of instruction and interaction leads to avoidable problems.
Knowing what information is vital to responders is high on the list of training targets. For example, there are documented cases in which the presence of a victim wasn’t relayed to units, obviously a gross omission. Interestingly enough, one such incident led to claims that the municipality was negligent in using civilians and not trained firefighters. In 1987, it was alleged that, despite her two calls to 9-1-1, firefighters weren’t advised of Nancy Gray’s 20th-floor location. Unfortunately, Gray died, and the subsequent lawsuit that was filed by her family against the city of Chicago was settled in the family’s favor.
Awareness of key words is another, both on the telephone and radio. The February 2018 issue of Firehouse featured a list of 16 radio transmissions that can precede a mayday situation. These are critical and must be understood. The age-old story about the car fire being in the garage and the garage being in the basement is anecdotal, yet true. So, too, is there a significant difference between a pickup and a hazardous materials carrier when there’s fire involved. Seemingly simple details can make a world of difference. Because the fire service is assuming an ever-increasing role in the provision of emergency medical services, some of the same parallels also must be examined here.
Whether they are best learned hands-on in the field or through extensive training might be a matter of debate for some, but, regardless, they must be learned.
Technology can provide a meaningful link between dispatchers and firefighters but only if set up and utilized in a manner that considers fire service needs. Computer-aided dispatch systems in ECCs that are run by law enforcement can fail to address the significant difference in the way in which fire and law enforcement calls are dispatched and managed. Police tend to throw people at the problem. Although there are special equipment and teams, such as SWAT (Special Weapons and Tactics) and EOD (Explosive Ordnance Disposal), the general response to most escalating calls is to assign more cops to them. The bigger the fight, the more officers get sent. Law enforcement also is normally geographically neutral. A fight downtown is largely the same as a fight uptown. There is no “high-value” district.
On the other hand, the fire service has a whole different set of rules. Sometimes apparatus will be assigned simply to boost staffing, but, in general, we dispatch engines, trucks and other resources that correspond to the type of occupancy, the problem and the location. A fire that’s burning in a single-family suburban house might not even require an aerial, whereas a fire at a medical facility or large industrial concern might receive several on the initial alarm alone.
Then there is the divergent focus on premise history and hazards. Police are more concerned about what’s happened there before in terms of incidents and warnings that concern hostile residents. Fire? The previous incidents are of interest if they resulted in structural damage or uncovered code violations, while the storage of hazardous materials or the knowledge of Collyer’s mansion conditions also are of import. Further, there’s the practice of sharing crews between apparatus. Try to explain that to a layperson. Although these are generalities, an improperly trained and equipped dispatcher easily can be led astray.
The use of mobile data terminals (MDTs) also can lead to communication breakdowns. Although excellent for saving bandwidth and transmitting sensitive or detailed information, MDTs can work against us. It is all too easy to miss a critical text-based comment while concentrating on the road and a safe arrival. The strength of MDTs also can be their weakness. Although citizens can’t “hear” these transmissions, neither can second-alarm or mutual-aid companies, which removes their ability to be pre-alerted to the potential of their imminent dispatch.
Is it imperative for telecommunicators to be firefighters? Although it might be nice, by no means is it necessary. Countless civilianized centers have maintained decades of impressive performance dispatching fire and rescue. However, what is imperative is proper training and a clear understanding of each other’s responsibilities from both sides of the mic. Communicating begins before the alarm, not during. That’s why dispatchers also should be invited to participate in all incident critiques, with an eye on improvement. It pays to learn from our mistakes before minor problems become major ones. Few, if any, firefighter line-of-duty-death reports fail to mention issues with communication as a contributing factor.
Perhaps this is best summed up by Gary Ludwig, who is the fire chief of the Champaign, IL, Fire Department and the immediate past president of the International Association of Fire Chiefs: “It is vitally important that firefighters and dispatchers understand the critical roles and functions each other play in the public safety arena. Both function as a team, and members of a team are not successful when they operate independently. Only open and valid communications can solidify that relationship. Imagine if there was a breakdown of communications between a doctor and nurse in the operating room during a crucial operation.”
And what operations are more critical than firefighting?
