Magrath Fire Dept

Standard Operating Protocols Manual

Firefighters, Ambulance Personnel and Disaster Services volunteers must be competent in various forms of communication. Efficiency and effectiveness are directly related to ability to communicate with the entire emergency team. All members of the emergency team must know the capabilities and limitations of the emergency communications system and be competent in its operation. The effectiveness of the entire emergency team is directly related not only to the worth of the communications system but to the ability to use it.

This document presents an introduction to:

• The Magrath Emergency Alarm System,
  • telephone-siren alarm system,
  • radio alarm system,
  • fire phone operation,
• Laws and regulations governing radio communications,
  • licensing,
  • secrecy of communications,
  • profane language,
  • false distress signals,
  • superfluous communications,
• The Magrath Emergency Radio System,
  • radio introduction,
  • types of stations in system
• Radio Operation Procedures
  • features all radios have
  • features most radios have
  • basic radio operation procedures
• Speech Transmission Techniques,
  • speech transmission techniques
  • doubling
  • multiple station call
  • general call
  • replying
  • repeating transmissions
  • corrections before acknowledging
  • corrections after acknowledging
• Standard language for radio communications,
  • word spelling
  • transmission of numbers
  • transmission of money
  • procedural words and phrases
• Station operation
  • time (24 hr clock)
  • call signs
  • radio tests or checks
  • control of communications
  • operation of station
  • designated operators
  • responsibilities of BASE station operator
• Radio units chart
  • radios associated with the Magrath emergency system and their frequencies

It is expected that a continual effort will be made to become familiar and comfortable with all aspects of this system and particularly with the radio procedures described here. The Protocols described here are used by most emergency services and are the procedures set down for the provincial and federal disaster services.

Magrath Emergency Alarm System

Telephone-Siren Alarm System: An emergency is reported to the fire department by calling 758-3232. When this number is dialed special telephones simultaneously ring at the hospital, the firehall and in the homes of designated personnel. The details of the emergency are noted by the person answering the phone. This person then stays on the phone until someone arrives at the firehall, picks up the firephone and requests the emergency information. The information is then recorded on the chalkboard located by the Firehall phone.

Radio Alarm System: This system is attached to the Telephone-Siren alarm system. When the telephone alarm system is activated the BASE VHF radio is automatically keyed sending out on the Magrath channel an alternating HIGH-LOW signal lasting about 30 seconds. Emergency personnel, monitoring scanners on this channel will have a faster response time when compared to a siren only response. This system also allows emergency personnel to be in locations (sound proofed buildings) and under conditions (heavy wind) where the siren is impossible to hear.

Firephone operation: The first person arriving at the firehall should get the emergency information from the firephone in the BAY area. The operation of the firephone is as follows:

1. Lift handset, press button on the side of the handset and listen to see if conversation is already in progress.
2. If a conversation is in progress listen (do not interrupt) until it is finished.
3. If nothing is heard - say "Firehall".
4. Get the following information about the emergency and record it on the chalkboard beside the phone.
   1. Nature and/or description of the emergency
   2. Name of person reporting the emergency
   3. Phone number of person reporting, in case it becomes necessary to call them back
   4. Location of the emergency, including directions to the emergency if needed
   5. Equipment or services that might be needed - ambulance, police, etc
5. The BASE radio operator will transfer this information to the radio room and assume control of communications.

Laws and regulations governing radio communications

Licensing: Control of radio communications in Canada is by Communications Canada (federal government) . We are obligated to obey the laws governing radio communications.

Secrecy of Communications:

By the law of Canada, anyone (firefighters, ambulance and disaster service personnel, family listening at home, etc.) are bound to preserve the secrecy of radio communications. No person shall divulge the contents of, or even the existence of, correspondence transmitted, received or intercepted by a radio station, except to the addressee of the message or his accredited agent, or properly authorized officials of the government of Canada, or an operator of a telecommunications system (i.e. BASE) as is necessary for the furtherance of delivery of the communications. The foregoing restrictions do not apply to messages of distress, urgency or safety or to messages addressed to "ALL STATIONS" (i.e. weather reports or storm warnings).

Superfluous Communications:

Transmissions are to be restricted to authorized messages. No unnecessary transmissions of any kind are permitted.

Profane Language:

Profane and offensive language is strictly prohibited.

False Distress Signals:

Any person who knowingly transmits or causes to be transmitted a false or fraudulent distress signal, call or message, or who without lawful excuse interferes with or obstructs any radio-communication, is guilty of an offense and is liable, on summary conviction, to a penalty not exceeding $2500 and costs or to imprisonment for a term not exceeding 12 months or to both fine and imprisonment.

The Magrath Emergency Radio System

If the Protocols, proper operation procedures and speech transmission techniques are learned, the 'two-way' radio becomes not only a very effective communications tool but also, in many cases, a life-line.

• Radio stations: There are three types of 'two-way' radio stations:
  1. Base station - radios operated from a permanent location, i.e. firehall
  2. Mobile station - radio(s) operated from a vehicle, i.e. firetruck, ambulance
  3. Portable station - a radio assigned to a temporary location or individual for a specific purpose and period of time, i.e. hand-held units

Radio operation procedures

• All radios have:
  1. on/off switch
  2. volume control
  3. push to talk switch (PTT)
  4. squelch control
• Most radios have:
  1. channel selector
  2. various other bells and buttons
• Basic radio operation procedure:
  1. Turn on set volume control, approximately one half turn
  2. Select proper channel (if multichanneled)
  3. Rotate squelch control counterclockwise until noise is heard on the speaker
  4. Set the volume to a comfortable level.
  5. If the channel is not being used, slowly rotate the squelch control clockwise until the noise just stops. This is the threshold setting. DO NOT turn further. Excessive squelch (turning further) reduces the radio sensitivity.
  6. Press the PTT switch and speak in a normal tone of voice. If you are over excited or short of breath, take a couple of deep breaths and try to relax 'before' transmitting.
  7. To transmit, hold the microphone 5 cm to 7 cm from your mouth. Try different mike positions (i.e. speak closer, further away or across the mike) taking suggestions from others listening over the radio, on how to improve your radio voice quality. Make the "best for you' mike position a habit. Note also, one position may be good for one mike but not for another.

Speech Transmission

Techniques: Efficient radio communications depends upon the method of speaking and the articulation of the operator. Special care must be taken with pronunciation or else the distinctive sounds of the consonants will become blurred and words of similar length containing the same vowel sounds will sound the same. Incorporate the following suggestion when speaking over the radio:

1. Speak plainly and end each word clearly.
2. Watch for and AVOID the tendency to:
   1. shout or raise your voice
   2. artificially accent syllables
   3. talk too fast.
3. Keep rate of speaking constant, neither too fast or slow. Maintain a normal speaking rhythm. Avoid unnecessary sounds ("er", "a", "um") between words.
4. Know what you want to say BEFORE you key the mike.

Doubling: Remember -- when two or more stations transmit simultaneously NOBODY will be heard or understood. Following proper procedures will help avoid doubling problems. When possible BASE is to be in control of the channel and whose turn it is to transmit.

Standard language for radio communications

Word spelling: The phonetic alphabet must be learned so that it can be easily and fluently used. Its use becomes necessary when isolated letters or groups of letters are pronounced (transmitted) separately or when communications is difficult due to distance, terrain, atmospheric or scene conditions.

                    Phonetic Alphabet:

       A - Alpha       J - Juliet      S - Sierra
       B - Bravo       K - Kilo        T - Tango
       C - Charlie     L - Lima        U - Uniform
       D - Delta       M - Mike        V - Victor
       E - Echo        N - November    W - Whiskey
       F - Foxtrot     O - Oscar       X - X-ray
       G - Golf        P - Papa        Y - Yankee
       H - Hotel       Q - Quebec      Z - Zulu
       I - India       R - Romeo
                

Phonetic example: "call police" = "Charlie Alpha Lima Lima Papa Oscar Lima India Charlie Echo"

Transmission of numbers: All numbers except "whole thousands" should be transmitted by pronouncing each digit separately. "Whole thousands" should be transmitted by pronouncing each digit in the number of thousands followed by the word "thousand"

Examples:

Transmissions of money: Transmitted in the sequence in which they are written.

Example:

Procedure words and phrases: These words and phrases should be used where applicable. Words and phrases such as "OK", "REPEAT", "HOW IS THAT", etc., or slang expressions should not be used. Phrases need to be standardized so we can communicate with each other and other systems (i.e. Stars, Alberta Disaster Services, Lethbridge Regional Hospital) without misunderstandings and delays and in a professional manner. The following words and phrases are generally accepted as standard and are to be used in the Magrath emergency systems:

Roger

I have received all of your last transmission.

Acknowledge

Let me know that you have received and understood this message

Wilco

Your instructions received, understood, and will be complied with.

Affirmative

Yes, or permission granted

Negative

No, or permission not granted or that is not correct, or I do not agree.

Go ahead

Proceed with your message.

Standby (time)

Calling station to wait until the called station is able to receive the transmission. Give estimated length of wait.

Over

My transmission is ended and I expect a response from you.

Out

My transmission is ended and I expect NO response from you.

How do you read

Asking for an indication of transmission quality

Break

1. Use to indicate a separation between portions of a message, where there is no clear distinction between the text and other portions of the message.
2. To request permission to interrupt communications greater priority than yours. Say "Break" during a quiet spot then WAIT until permission is given by the controlling station (usually BASE) to transmit. After permission is given, start by identifying yourself and/or station.

Channel

Change to channel ___ before proceeding.

I say again

Stating you will transmit all or a portion of a message. Use instead of "I repeat", etc.

Say again

Request that all of a portion of a message be transmitted again. Don't use "Repeat".

Words twice

1. As a request: I am having trouble reading you, please send each word twice? (e.g. "send send ambulance ambulance")
2. As information: Since you are having trouble reading me, I will send each word twice. (e.g. "send send ambulance ambulance")

Confirm

My version (of the message) is.. (or) Is that correct..

Correction

An error has been made in this transmission (message indicated). The correct version is ...

Verify

Check coding or text of message and send correct version.

Read back

Repeat all of this message back to me exactly as received, after I have given OVER. Don't use "repeat".

That is correct

An affirmative response to a READ BACK or similar request.

CALLS

1. Single Station Call: The station called should be said first followed by the station calling. Example: 'P4 "THIS IS" BASE' (i.e. BASE wants to talk with P4).
2. Multiple Station Call: If it is necessary to call more than one station simultaneously, the call signs should be transmitted in order of priority or in any convenient sequence followed by the words "THIS IS". Example: 'P4, P3 "THIS IS" HYDRANT'. Priority will be assumed by called stations.
3. General Call: When an operator wishes to establish communications with any station within range, or in a certain area, the call should be made to ALL (or ANY) STATIONS" using the same procedure as a single station call.
4. Replying: An operator hearing a call directed to his station shall reply as soon as possible, and advise the calling station to proceed with its message by using the words "GO AHEAD", or "STAND-BY" followed by the anticipated time delay. DO NOT simply IGNORE the call as this only results in unnecessary calling and confusion. When an operator hears a call but is uncertain for whom the call is intended, no reply should be given until the call has been repeated. If no response is received to a call after adequate time has been given for a response, the call should be repeated.
5. Replying to a multiple call: Operators replying to a multiple station call should answer in the order in which they were called. Everyone can not reply the moment the call is heard (doubling) and be understood. Assume that the stations were called in order of priority, and wait a moment to see if those called ahead of you respond. Respond in the order called. In the above example P3 should delay response for a moment to give time for P4 to respond. If P4 does not respond, or after P4 has responded and a response from P3 is still necessary, P3 should respond.
6. Repeating Transmissions: Transmissions (or parts of it) should not be repeated unless requested by the receiving operator. Repetitions should be requested if reception is doubtful. If the receiving operator desires a repetition of a message he should speak the words:
   • "SAY AGAIN" for a repeat of all the message
   • "SAY AGAIN ALL BEFORE .. (first word satisfactorily received)" - Example: ' "SAY AGAIN ALL BEFORE" hospital'
   • "SAY AGAIN (word before missing portion) TO .. (word after missing portion)" - Example: ' "SAY AGAIN" do not come "TO" ambulance'
   • "SAY AGAIN ALL AFTER .. (last word satisfactorily received)" - Example: ' "SAY AGAIN ALL AFTER" water truck'

Corrections AFTER Transmission but BEFORE ACKNOWLEDGEMENT of message received: The word "correction" shall be spoken, followed by the identification of the word, group or phrase to be corrected and the correct version. Example: ' "CORRECTION" -- ADDRESS -- FOUR TWO FIVE MAIN STREET".

Corrections AFTER message TERMINATION: Corrections made by stating that the following message is a corrected version of message # __ or the immediately preceding message. Example: ' "CORRECTION FOR MESSAGE #12" or "LAST TRANSMISSION" .. '.

Station Operation

Control of Communications: As a general rule, except in cases of distress, the control of radio-communications between a base station and a mobile or portable station lies with the base station. At the emergency SCENE control of radio communications for the immediate situation may be given over to the incident commander or a designated radio operator who is in control of communications between portables and mobiles at the SCENE. Between mobile or portable stations, the station being called normally has control. If communications is to go beyond the scene, control is returned to BASE even if SCENE is capable of bypassing the BASE.

Example: P4, P3 and R1 are proceeding "quickly" to a scene some miles south. R1 wants to know how far behind R1 are P4 and P3.

Dialog: R1-> BASE this is R1.
      BASE-> This is BASE, go ahead R1.
	R1-> What is the location of P3 & P4?
      BASE-> Standby R1; P3, P4 this is BASE.
        P3-> (P3 answers first, P4 waits) This is P3, go ahead base.
      BASE-> Give you location please. Over..
        P3-> We are approx. 1/2 mile south of main canal. Over..
      BASE-> Roger P3.  P4 this is BASE.
        P4-> This is P4. We are approx. 1/4 mile north of the Rockport turn. Over.
      BASE-> Roger P4.  R1 this is BASE.
        R1-> This is R1.  Thanks BASE.  We copy that. 
             We will be going over McIntyre hill in about 3 minutes.
             We request a channel change. Over.. etc...
                

The passing of control from one location to another needs to be by common agreement and done for the best good of the situation.

Operation of Stations: The operation of the BASE station (i.e. radio, telephones, maps, etc) is under the control of one person and not of the random gathering of interested individuals in the radio room. Other persons are not to assume operation of the station or assistance in its operation without direct permission of the station operator. If "designated" operators are present at the start of an incident or arrive later it is assumed that operation of the station will be relinquished to them. As many as three people may be needed to properly operate the BASE during major incidents, but one person will still remain in control.

Operation at Scene: At the SCENE, responsibility for radio communications lies with the incident commander or his designate. R1 with a designated operator, in most situations be used for SCENE COMMUNICATIONS (CENTER) control and contact with BASE. Handhelds often lack the ability to communicate adequately with base and therefore messages should go through the SCENE communications center (R1) rather than attempting marginal and often time consuming communications with BASE. Random calls to BASE are not to be made by other stations at the SCENE.

Time: The 24 hour system is be used in expressing time. It should be expressed and transmitted by means of four figures, the first two denoting the hour past midnight and the last two the minutes past the hour. Example: 1:17 p.m. = "Thirteen seventeen o'clock". Call signs: The base station at the firehall will be referred to as "BASE".

    Mobile stations for Magrath Emergency System will be designated as follows: 

    R1                   Red Chevy van (equipment van)
    P2                   Red and white Ford (pumper)
    P3                   Yellow Ford (pumper)
    P4                   Green MD Dodge (pumper)
    Magrath Ambulance    Ford ambulance (main)
    Magrath Ambulance 2  Dodge ambulance (old)
    Extraction 1         Extraction Unit
                 

Portable stations will be designated either by the name of the operator of the station (i.e. such as "George") or by the location where the portable is being operated (i.e. a remote radio 'RELAY' or a 'HYDRANT'), depending which is more meaningful or appropriate.

Tests or Radio checks: Any station sending signals for testing or adjustment of equipment shall transmit its identification at frequent intervals during such transmissions. Mobile stations in the vicinity of a controlling station shall first request permission to test before doing so. Vehicles leaving BASE for a scene should request a radio check if not first requested to do so by BASE. If there is no emergency communications already going on, this should be done when first leaving the bays and should be brief. If there is emergency communications wait until a lull in those communications occurs before radio check is requested.

When it is necessary for a station to make test signals, such signals shall not continue for more than ten seconds and shall be composed of spoken numerals (ONE, TWO, THREE, ...) followed by the name of the station transmitting the test signals. When a station requires a report on its signal it shall request a report by first calling another station (i.e. BASE), requesting a "SIGNAL CHECK", waiting for a "GO AHEAD" from the other station (i.e. BASE), followed with a test count and ending with the word "OVER".

The station which has been requested to provide the signal report shall reply, using the following readability scale:

    "BAD"        (for unreadable)
    "POOR"       (for readable now and then)
    "FAIR"       (for readable but with difficulty)
    "GOOD"       (for readable)
    "EXCELLENT"  (for perfectly readable)
                 

Designated Operators: All emergency personnel need to have some expertise in all areas of emergency management, but individuals may want to specialize in various areas which they find interesting, where a need exists, or because they are asked to do so. Those interested in communications and station management (BASE and SCENE), and develop and display skills in these areas will be listed as designated operators and, according to need and priorities, will be assigned to those roles during incidents. This would not preclude others from performing the job when designated operators are not available, but it is expected that they will relinquish it if a designated operator becomes available.

Station Operation: The following is a list of responsibilities a BASE station operator must be capable of performing:

1. Stay calm, cool and collected.
2. Take charge of the station and control of the radio channels, being polite but firm.
3. Take calls on fire phone.
4. Make phone calls to other agencies and individuals to make requests for their expertise or services.
5. Know the Magrath communication system, its limitations, etc.
6. Operate radios with skill.
7. Know radio technique, Protocol and follow such.
8. Help setup and operate radio relays between SCENE and other agencies (i.e. hospital).
9. Be able to handle written emergency messages,etc.
10. Access, interpret and relay, via the radio, information which is available from sources at BASE:
    • Procedures and Protocol manual
    • Town of Magrath map MD of Cardston map
    • Topographical map
    • Blood Reserve map
    • Structure maps (Diamond Willow map)
    • Emergency personnel phone list
    • Utility company information
    • MD landowner location list (township, range, section, quarter).
    • Magrath resident/owner address lists (streets, avenues).

Radio Units Chart

Contact supervisor for current listings.