Emergency Calls Received at the Station

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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.