Communications provides a myriad of highly specialized technical services for the department and the citizens of Houston. The primary duties of this division are to receive calls for Fire and EMS assistance, immediately dispatch the appropriate personnel and equipment to the scene, and record pertinent incident information. Communications Command is currently managing the processes that will bring new technologies on-line that will allow HFD to continue providing quality emergency service at a lower cost.
Communications Command is responsible for compiling and maintaining all Fire/EMS records and reports for HFD, inspecting and testing fire hydrants , and providing emergency and non-emergency communication services via the Office of Emergency Communications (OEC) , formerly called the Dispatch Office. The division is also responsible for Data Entry of records, submitting requisitions for the purchase and installation of all peripheral telephone equipment for HFD's CityNet System , and maintaining HFD's emergency disk library.
Communications Command consists of the following sections:
The Microwave Alerting System (MAS) was the primary method for HFD dispatchers to alert stations and dispatch emergency medical service and fire suppression personnel until May 8, 2003. This system would transmit six alerts simultaneously by providing six separate voice channels. Dispatchers transmit multiple emergency alerts to emergency personnel located throughout the city. The MAS also provided an all-call teleprinter channel that broadcasted to all stations.
The Emergency Alerting System (EAS) has replaced the MAS as required by the Federal Communications Commission (FCC). Part 94.65 of the FCC Rules & Regulations required that all licenses granted before August 1, 1985, re-channel their systems to use 12.5 kHz of bandwidth by June 11, 1996. An extension to continue utilization of the MAS was granted via extensions through May 8, 2003. This reduced bandwidth (12.5 kHz) would not support the multiplexed functions performed by the MAS. Therefore, HFD developed plans for an alternative station alerting system solution based on Mobile Data Communications technology.
The department installed the new mobile data based EAS. The successful completion of this project significantly enhances HFD's ability to dispatch Fire/EMS vehicles.
The Mobile Data Communications Network will allow HFD Dispatchers to alert fire stations and print pertinent dispatch information directly to responding emergency personnel from the CAD System, including street map information. Fire and EMS vehicles have been equipped with Mobile Data Computers (MDCs) for mobile personnel alerting and the system will allow single-round voice dispatching. The recommended Mobile Data Communications System will provide each HFD call taker with the ability to process the total request for emergency service, from receipt of emergency call to actual station alerting, without assistance from a radio dispatcher. This system will eliminate the bottleneck that is naturally created at the radio dispatch position. Fire stations selected for emergency alerting receive dispatch data through the mobile data system and are alerted by text-to-voice conversion over the stations Public Address (PA) system.
This project provides for automation of the record entry functions of emergency response units. Laptop computers installed in all ambulance units will enable HFD personnel to enter EMS transport records with patient signatures directly into the HFD records system. This will reduce the usage of personnel for data entry except during times of emergency.
The Office of Emergency Communications (OEC) Section is an integral part of the Communications Command where all communications, particularly emergency communications, are processed. When the actual emergency occurs, the OEC immediately begins the process of minimizing the effects of the emergency. Dispatchers process the information to provide timely responses of the necessary equipment and personnel to the scene of an incident and assist callers with suggested instructions for preliminary medical treatment prior to the responding units arrival.
The Office of Emergency Communications has the primary duty of immediately processing information when notified that an emergency has occurred within the city. The emergency incident may encompass an extensive range of critical situations such as fire-related incidents, hazardous material incidents, or a variety of medical emergencies that require immediate attention. Less critical communications within the department are also received and disseminated throughout the OEC. Numerous administrative communications are received, processed, and relayed, as required, to provide information that is necessary to assist other Commands in accomplishing the department's overall objective. Information is also disseminated through this section to other entities outside of HFD.
The OEC has an average processing time from call pick-up to dispatch of 104 seconds and an average call answering speed of 3.833 seconds.
A Chief Dispatcher, under the direct supervision of the Deputy Chief Dispatcher of the Communications Command, manages the OEC. Three shifts provide continuous staffing of the Dispatch Center and a Senior Dispatcher is assigned to each shift and given overall responsibility of shift supervision.
A Computer Aided Dispatch (CAD) System allows the Dispatcher to perform the functions required in a more expedient manner. CAD performs the decision-making process to accommodate the EMS Tiered Dispatch procedure.
The Senior Telecommunicator provides instructions to the caller to assist in medical treatment prior to the arrival of the emergency apparatus. The instructions are programmed within the CAD System to enhance the capabilities of the Dispatcher.
Three Customer Service Console Officers support each dispatch shift. These officers are responsible for receipt of all non-emergency calls received by telephone from the public and other non-emergency calls by telephone pertaining to the administration of the Houston Fire Department. The Customer Service Console is basically a resource that allows much of the non-emergency traffic to be handed off to a non-emergency call taker, thereby freeing the Dispatcher to better process the emergency activities of the Dispatch Office.
The Communications Management Section, under the direction of a Division Manager, provides the engineering, system implementation and maintenance of the HFD Communication Alerting System, and the Emergency Medical Telemetry System. This section is also responsible for all mobile radios, portable radios, emergency pagers, and electronic warning equipment. Communications Management consists of four subsections: Administration, Central Radio Repair, Communication System Repair and Electronic Parts Supply. Communications Management provides emergency communication repairs for the Dispatch Center and emergency medical/fire apparatus service 24-hours a day, 365 days a year.
Administration personnel are responsible for preparing bid specifications for all communications including fire station alerting, paging, Microwave and Radio Tower Systems. This group also prepares bid specifications and request for proposals for all mobile, portable, and paging radio equipment. Administrative personnel review bids for compliance and make recommendations to the Deputy Chief on communication projects and equipment.
Communications Management personnel prepare engineering specifications to architects for use in preparing bid plans for new fire stations. They perform path loss calculations necessary to determine required tower heights and microwave dish sizes for each proposed fire station and communication site. They also review completed plans and specifications for new fire stations and inspect all communication facilities for acceptance or rejection.
In addition, personnel notify the Federal Aviation Administration (FAA) of plans to build new antenna tower sites, as well as preparing and submitting applications for all radio transmitting station licenses held by HFD. The Communication Supervisor maintains radio licenses. This position also monitors revisions and changes in governmental regulations for possible impact on HFD Communications.
Central Radio Repair is responsible for the installation and maintenance of all mobile radios, portable radios, pagers, and electronic warning equipment on fire suppression and emergency medical service apparatus. Technicians also install and repair fire station alerting systems that control fire station lighting, public address (PA) system, and communication electronics.
The Communication System Repair Group is responsible for the installation and maintenance of HFD's Alerting Systems and the Emergency Medical Telemetry System.
The HFD Dispatch Center that was located in the Fire Alarm Building has been moved to a new location and merged with the emergency dispatch sections of the Houston Police Department and the Harris County 9-1-1 Network. This group of emergency call-takers and dispatchers has been moved to the new Houston Emergency Communications Center (HECC). The HFD emergency section consists of 14 call-taker positions, eight radio dispatch consoles, a Multiple Channel Voice Recording System, instant callback devices, a vehicle status system, a paging system, and an overhead projection system. This center is connected to One Shell Plaza with a fiber-optic system linking all primary and secondary remote transmitter and receiver sites. The Dispatch Center also uses UHF and VHF secondary systems, consisting of two analog radio channels during EAS outages as a back-up alerting system.
The Medical Telemetry System consists of eight cardiac monitors and radio control consoles. The consoles include heart rate meters, cardiac oscilloscopes, strip-chart recorders, alert alarms, and channel selection equipment.
Electronic Supply personnel check communications and electronic equipment for order compliance and forward paperwork to accounting personnel for payment of invoices. Personnel also mark, inventory and issue or store the equipment or parts as required. Technicians prepare and submit part and service requisition requests and maintain files for follow-up and reorders.
A Division Manager manages this section with assistance from a Communications Supervisor and a Management Analyst IV. The Communications Management Section is organized into four subsections: Administration, Central Radio Repair, Communication System Repair, and Electronic Parts Supply.
This section is responsible for the coordination and supervision of all hydrant inspections and testing. The Hydrant Section maintains continuous contact with the Department of Public Works & Engineering Water Control Office to ensure complete coordination of both departments' work schedules as pertaining to hydrant maintenance. This section maintains records of all fire hydrants in the city; hydrant repair lists creates good inter-departmental relations by coordinating the testing of hydrants (HFD's responsibility) with the repairs of hydrants (Public Works responsibility), and supervises the officers responsible for testing and inspecting fire hydrants on a semi-annual basis.
This section is commanded and maintained by a Firefighter who reports directly a Chief Fire Alarm Dispatcher. The workload in this section is organized in a manner so as to facilitate the semi-annual inspection of fire hydrants by the Emergency Operations Command.
The Quality Assurance and Training Section is responsible for monitoring and assessing each Dispatcher several times a year for quality improvement. A Chief Dispatcher monitors Senior Telecommunicators randomly during emergency telephone calls and radio operations. Recordings of these activities are reviewed by a Quality Assurance-Training Officer and subsequently discussed with the individual, a group of his or her peers, and supervisors.
This section is responsible for the coordination and supervision of all hydrant inspections and testing. The Hydrant Section maintains continuous contact with the Department of Public Works & Engineering Water Control Office to ensure complete coordination of both departments' work schedules as pertaining to hydrant maintenance. This section maintains records of all fire hydrants in the city; hydrant repair lists creates good inter-departmental relations by coordinating the testing of hydrants (HFD's responsibility) with the repairs of hydrants (Public Works responsibility), and supervises the officers responsible for testing and inspecting fire hydrants on a semi-annual basis.