Emergency Calls Received at the Station
From Standard Operating Guidelines
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Contents
Section 2 - EMERGENCY OPERATIONS
240.05 Emergency Calls Received at Station
PURPOSE:
To establish a guideline for Fire/Rescue personnel to follow when calls for emergency assistance are received at the Fire Station.
PROCEDURE:
- Always speak in a calm, distinct and competent voice.
- Take charge of the conversation. After the initial exchange, determine the needs of the calling parties, stop any superfluous conversation and get the facts as quickly as possible.
- Ask questions. Take all the information pertaining to the call and write them down. Do not leave details to memory.
- Obtain the following:
- Name of the caller
- Address of the incident
- Nature of the incident
- Call back phone number
- If the caller indicates they may be in a dangerous situation, such as inside a structure that is on fire, instruct them on the proper way of exiting the building.
- Have the caller hang up the phone and call 911.
- Notify Tac 1 of the call and report a “still alarm” – follow the procedure outlined for “still alarms” in SOG 240.01.
- If you receive a call for an emergency in another agency’s jurisdiction which is not covered by OCFRD’s communication center; call OCFRD communications and notify them of the emergency. Orange County will forward the call to the appropriate jurisdiction.
