Education & Training Resources
Welcome to Education and Training Resources!
Our goal is to provide a forum of resources from which Communicators can draw valuable tools, tips and information in support of job performance objectives and standards. Core competencies (skills specific) will be explored as well as the changing and emerging issues that impact Fire and Emergency Services.
This site will provide readers with monthly submissions on topics such as:
- Receiving and Processing Emergency Calls
- Providing Logistical Support to the Incident
- Maintaining Radio Communication
- Processing Incident Documentation
- Maintaining Emergency Communication Centre Equipment and Facilities
- Maintaining Information Systems
- Performing Public Relations and Public Education Activities
- Performing Non-Emergency & Administrative Duties and Training
- Maintaining Communication Centre Security
- Demonstrating Commitment to Personal and Professional Development
Training Committee Statement of Goals
To provide a forum of resources from which Communicators can draw valuable tools, tips and information in support of job performance objectives and standards. Core competencies (skills specific) will be explored as well as the changing and emerging issues that impact fire and emergency services.
Job Performance Objectives and Standards
- Receive and Process Emergency Calls
- Provide Logistical Support to the Incident
- Maintain Radio Communication
- Process Incident Documentation
- Maintain Emergency Communication Centre Equipment and Facilities
- Maintain Information Systems
- Perform Public Relations and Public Education Activities
- Perform Non-Emergency & Administrative Duties and Training
- Maintain Communication Centre Security
- Demonstrates Commitment to Personal and Professional Development
Long Term Goal – to support and assist with the implementation of the certification process for Communicators in the Ontario Fire Service
- 101 – legislation
- 201 – Communications
Level of Commitment :
- Creating submissions - 2 to 3 hrs monthly
Checking website/responding to inquiries – 30 minutes to 1 hour weekly
TOPIC OF THE MONTH
Emergency Service Communication is unique in structure as it plays a vital role in the provision of imparting information, specifically mandated to:
- Save Lives
- Provide Rescue
- Preserve Nature
- Preserve Property
- Provide Public Safety
Communication is defined as something imparted or transmitted, therefore a Communicator is someone who gives a share of, reveals, and/or makes known their intentions. In order for this to occur a rapport has to be established with the caller, at call onset. It is imperative that the caller recognize they have the attention of a trained professional who will initiate a response to their emergency. Voice quality is essential in this process as being conscience of your tone, grammar and vocabulary are not only representative of your communication skills, but that of your Fire Department and the entire Municipality/City for whom you are employed. Creating this rapport will result in caller reassurance and reduced stress levels.
The emergency call taking process requires a learned behavior with the identification of caller profiles by incorporating appropriate communication styles. Taking control of the caller thru structured questioning is essential in preventing excessive information from presiding over the information gathering process.
Stay tuned for next month’s submission on:
- Voice quality
- Caller profiles
- Communication Styles
- Structured questioning
TIP OF THE MONTH
Confident, Controlled and Competent = Professional, Accountable and Responsible!