托马斯·A·美林（Thomas A. Merrill）
清晰而简洁的无线电通信可以帮助紧急事件更加顺畅，并为成功的结果做出贡献。相反，不良的无线电通信会导致混乱，火场错误和伤害，甚至可以画出功能失调的困惑消防部门的照片。专业志愿者消防部门不仅采取必要的步骤来确保有足够的无线电程序，而且还采用了无线电和实践基本无线电程序，大小场景和实践的训练Maydaysituations on a regular basis.
My regular paid job is that of a fire dispatcher, so I am exposed to communication issues not just as a firefighter but in thedispatch中心。良好的无线电程序和实践适用于调度员和消防员。
Even with today’s modern communication equipment allowing departments to回应, to call on scene, and to do many other tasks at the push of a button, spoken communication is still important and plays a critical role in any emergency operation. Therefore, radio communication training is just as important as radio equipment training.
One thing to remember today is that your radio transmissions are heard everywhere. Hearing incidents unfold on the radio used to be limited to people listening in your immediate area and maybe up to a short distance away if the listener had a decent antenna on his scanner radio. Today, however, thanks to more sophisticatedequipmentand the Internet, people can hear us across the United States and even the world, for that matter. People can listen, and they are listening. Hopefully, they are listening to a professional operation.
对还是错，radio传输还可以直接影响部门的整体声誉。指挥官平静而镇定吗？成员会不懈地嘲笑还是会给许多不必要的传输（有时称为“ DJ”）？人们会大喊大叫，就像他们第一次面对大火一样吗？他们是否需要在空中进行社论化或贬低评论？或者，传输平静，镇定和相关性，这肯定会导致部门的专业声誉。
I believe that radios should be in the hands of every firefighter on the fire ground; it’s 2013! I cannot walk into a store today without seeing 16-year-old clerks handling radios and communicating with other associates. How then can we be sending firefighters into harm’s way and not give them a radio? I have heard arguments that too many radios on the fireground contribute tochaosand too much unnecessary radio traffic. Hogwash! The key is to teach and practice radio discipline and to properly train personnel. This training must be done regularly, and it must be done with firefighters and the dispatchers all working together.
You must ensure your firefighters are comfortable with the radio, understand all the features associated with it, and are proficient in using it at a chaotic emergency scene. An entire evening drill could easily be devoted to radio标准操作程序（SOP）. However, communication training can be incorporated into every training drill in some way. For example, when practicing pumper operations crews can also use the radios in the manner expected on the fireground. Even at an emergency medical services (EMS) drill, radios can be worked into the scenario. Train exactly like you will work, and you will work exactly like you have trained.
除了学习移动和便携式收音机的工作原理外，还强调传输梅迪和紧急通信信息。通信中心应采用uniform这些情况的术语，应将其传达和理解给其控制的所有部门。拥有SOP是一回事，但是练习各种情况是另一种。谢天谢地，这并不经常发生（当然，我希望它永远不会发生），但是已经建立了良好的紧急和五月天的排练SOPs is invaluable.
When training my firefighters, the first thing I like to say is, “listen before talking.” If you hear dispatch telling a unit to go with its message, do not interrupt! Let the other unit deliver their message. Conversely, if you hear a unit calling dispatch, let dispatch handle that transmission before proceeding with your信息. Before pushing that transmit button, please take the time to “listen.”
我想强调的第二件事是保持情绪状态，保持calm, and relax. Act like a trainedprofessionalfirefighter who is capable and confident. Yelling and getting excited certainly can contribute to a chaotic situation and lead to mistakes and confusion and lead others to question a firefighter’s ability to handle a situation. When confronted with a fire, why act surprised? Aren’t we firefighters? Yes, sometimes things go wrong, mistakes are made, and unforeseen problems occur. Getting excited, yelling, or making silly comments only makes matters worse, complicates the situation, and can get people hurt. It also damages a department’s reputation.
I learned a very valuable课来自我不久之前服役的酋长。他的酋长的任期标志着许多大火。有几次，发生了一些事情，将猴子扳手投入了他的手术中，我会观察他如何处理它，并从恶劣的情况下取得了最好的成绩。一旦他了解一个问题，他总是会通过平静而有效地通过广播发出命令来采取纠正措施。即使一名消防员做错了一些问题，他也会告诉我，大喊大叫和尖叫只会使问题变得复杂，并使事情变得更糟。他将确保稍后再讨论这个错误，回到消防站。
But, at the time of the problem, he would simply carry on and improvise; adapt; and take corrective actions, calmly yet succinctly. That is called “command presence,” and he certainly had that.
When confronted with fire or any emergency incident, act like you have been there before; yelling and getting excited not only can excite the firefighters but it makes a department sound unprepared and unprofessional.
在收音机上交谈时，请尝试并消除“ AHS”和“ UMS”，并以简短而简洁的方式练习传达信息。一些部门拥抱了10个编码术语，而另一些部门则喜欢简单的语言和简单的术语。无论您所在地区的偏好，练习并熟练。此外，当调用另一个单位时，我们的通信中心发现它最好通过首先调用其单位标识（ID），然后给您的单位ID来吸引单位注意力。
Departments should also have a procedure in place for handling that second call that might come in while they are already out on a call. As both a dispatcher and a firefighter, I am amazed at the confusion and chaos that sometimes occurs when this happens. To me, it can seem amateurish and unprofessional for a department to act surprised and unprepared when that second call is toned out. It can also prove to be extremely dangerous if multiple units are racing around and crossing paths. Well established and rehearsed “second call” procedures” create a calm, professional environment and can also greatly eliminate risk.
Dispatchers certainly play an extremely important role on the fire/rescue team and must be recognized as professionals as well. However, just like the professional firefighter, the dispatcher must also train and practice and earn that professional title.
沟通中心的人员配备水平差和繁琐的呼叫处理程序，可能导致派遣呼叫的延迟延迟已成为受到全国媒体关注的主题。尽管对于调度员来说，收集所有必需和重要信息很重要，但您必须采取措施以确保尽快派遣呼叫。
对于火灾紧急情况，调度员要说实际燃烧很重要。是房子吗？教堂？商店还是装满人的公寓楼？诸如“结构火”或“火灾警报”之类的通用术语肯定会引起您的注意，但是如果调度员通过描述燃烧的内容来遵循信息，则更有用。这样一来，反应消防员就可以开始在他们到达时需要采取的准备行动。
When somebody calls 911 to report a fire in his house, a dispatcher should NEVER simply yell “get out of the house.” Yes, we do want the occupant tp exit, but it’s more important to ask the occupant if they cansafely离开房子。有时，调度员能够帮助乘员找到安全的出路或避难所，如果他发现自己的原始路径被烟雾或火灾阻塞。对于调度员来说，询问房屋中有多少人以及他们在哪里，以便所有这些信息都可以传递给响应单位也很重要。
Once the call is dispatched, the professional dispatcher should pay close attention to radio transmissions and monitor the radio channels. There have been numerous examples over the years of an alert dispatcher being the one to notify an incident commander of a Mayday or other urgent radio transmission that was missed by the command staff.
调度员应在可能的情况下重复订单和指示，以确保正确地听取和理解订单。当消息很重要并且需要重复时，调度员说“这很明显”或“ 10-4”有什么好处？考虑一下，当调度员通过说“这很明显”来警告消防员因崩溃潜力而远离建筑物的特定区域时，可以说“这很明显”，这可能会有多大？
即使消息不一定是危险的警告，而是一些更无辜的东西，例如有关使用哪个车道或某些单元在四分之一内持有的指示，请一遍又一遍地重复该信息。调度员有时会争辩说，随着回复者和当今更复杂的无线电设备，反应消防员可以更好地听到传输，因此无需重复它们。但是，如果志愿者依靠他的寻呼机广播来听到他在私人车辆中的回应时，该怎么办？Pager可能只有有限的接收，因此重复重要方向的调度员至关重要。哎呀，有时消防员可能会错过原始信息。清楚地传达和重复的订单有助于克服我们的行动中经历的警报器，空气角，人群骚动和其他噪音等障碍。同样，通过重复传输，调度员正在帮助为所有传入的单位画一张图片，从而使反应消防员在到达现场时做好了更好的准备。
A very helpful practice being employed by many communication centers today is has dispatchers giving ICs regular time updates, letting them know how long they have been working at an incident. This is a great idea and is extremely beneficial. The incident commander (IC) can make decisions and change strategy and tactics based on how long they have been operating at an incident.
Finally, your department’s communication center can impact its image positively by issuing press releases regarding significant or interesting incidents. Oftentimes, busy volunteer chiefs and officers do not have the time to send out these press releases and are glad to have the dispatchers do it. The media is going to tell the story anyway, so this not only ensures that accurate information is provided but it can also give proper credit to the departments(s) and personnel involved. Remember to only include details provided and approved by the ICs.
In some cases, the media may not be aware an incident occurred. Sometimes, the actions of a fire department might not even involve a fire or major emergency, but the story can generate good publicity for a department and its firefighters.
收音机是当今火山的重要工具。清晰，简洁的沟通技术可以帮助在任何紧急场景中取得成功的结果。调度员和消防员都应共同努力，以确保采用和实践无线电程序。通过正确使用收音机来帮助增强部门的专业声誉。
Tom Merrillis a 30-year fire department veteran in the Snyder Fire Department, which is located in Amherst, New York. He served 26 years as a department officer, including 15 years in the首席官ranks, and recently completed five years as chief of department. He also is a professional fire dispatcher for the town of Amherstfire alarm办公室。他可以接触到tamerrill63@aol.com.
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- The Professional Volunteer Fire Department: Physical Fitness
- 专业志愿消防部门：历史，遗产和自豪感
- The Professional Volunteer Fire Department: Officer Development
- The Professional Volunteer Fire Department: Recruitment
- The Professional Volunteer Fire Department: Preparedness
