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This unique program provides hands-on training for fire dispatchers. It provides information and skills for the fire dispatchers to master dispatching operations such as call taking techniques, decision-making, prioritizing, radio operating, team work, better communication, record-keeping, reporting and complying to organization safety standards and measures. Fire Dispatchers work long hours and frequently must switch gears from little or no activity to intense activity under stressful conditions. Emergency response calls can happen at any time of the day or night and the dispatcher is depended upon to act as the "eyes and ears" for the responding apparatus until they arrive on the scene, obtaining and relaying critical information in order to assist them in providing the level of service that our community has come to expect. Dispatch is an integral part of the emergency response "team" that responds to each and every call. Involvement can range from the obtaining of basic information to providing life-saving pre-arrival instructions to the caller so that every effort is made for a successful outcome.

Callers are often emotionally upset, requiring a competent professional with a calm and reassuring voice on the other end of the phone line to elicit the information needed for help to be dispatched and for pre-arrival instructions to be carried out. It is critical that the dispatcher think quickly and obtain the appropriate information to deal with each unique situation. Not all calls are emergencies, however, and it is essential that all callers are treated with the same concern and professionalism. Dispatchers work closely with the control room team in order to coordinate resources to meet the needs of each call. Dispatchers work closely to meet the needs of major incidents as they evolve.

By the end of this course, delegates will be able to:

· Handle emergency calls

· Handle call taking and dispatching functions using computer aided dispatch and radio communications systems

· Dispatch fire and other emergency units and personnel as needed

· Monitor and operate radio, computer, telephone, and other specialized equipment in support of public safety communications and dispatch functions

· Perform other dispatch, signal monitoring, and communications support duties as assigned

· Write reports and effectively present information and respond to questions from staff and other unit

· Speak effectively one-on-one with customers and employees of the organization.

· Dispatch emergency and non-emergency calls using the proper dispatch formats as outlined in the communications center policies and procedures

· Communicate clearly and concisely, both orally and in writing

· Demonstrate sound and rapid decision making under stressful conditions

· Prioritize tasks/demands and carry out priorities as identified

· Improve quality of service to the caller

· Correctly identify chief complaints

· Safely prioritize calls

· Comply to safety procedures

· Exercise sound judgment in stressful high-pressure emergency situations

· Be assertive and direct when required

· Remain calm and focused in pressure situations

· Work effectively in a team environment

· Satisfy equipment requirements for events using the response plan

· Operate assigned radio frequencies, including primary/secondary fire radio frequencies

· Practice proper radio dispatching techniques using appropriate terminology 

· Quickly analyze the information received from the caller and dispatches the required emergency vehicles

· Efficiently operate console equipment, including telephone, radio, status control and computer aided dispatch

· Follow established procedures in making calm, cool decisions as required in an emergency services environment

· Have a good working knowledge of available resources to support emergency scene operations

· Demonstrate proof of excellent conflict resolution skills

Fire Dispatcher I, Fire Dispatcher II, Fire Dispatcher III, Lead Fire Dispatcher, Dispatch Supervisors, Public Safety Dispatchers, Senior Dispatcher

· Fire department organization

· Call-taking techniques

· Voice quality

· Answering priority

· Control of conversation

· Emergency radio systems

· Emergency radio operations

· Emergency primary radio operations

· Improve quality of service to the caller

· Dispatching public safety personnel and resources

· Understanding fire field operations and procedures

· Monitoring fire and central station signaling equipment

· Screening telephone calls and obtaining information

· Providing information to the control room and the team

· Providing emergency medical dispatch services and instructions

· Testing fire alarm signaling equipment

· Servicing field unit requests for service

· Reporting and recordkeeping

· Troubleshooting signaling equipment

· Operating general facility equipment

· Maintaining the facility

· Safety measures and procedures

· Team work

· Report writing

· Communication skills

· First Aid and CPR