Central Command
Central Command provides a myriad of highly specialized technical services for the department and the citizens of the city. 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. Central Command is currently managing the processes which will bring on-line new technologies that will allow HFD to continue providing quality emergency service at a lower cost. These new technologies are Automatic Vehicle Location (AVL) System, ESCALA, which is a minicomputer upgrade to HFD's Computer Aided Dispatch (CAD) System, Emergency Alerting System (EAS) and direct entry of Fire/EMS records.
Central 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. The division is also responsible for Street Index filing and 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.
An Assistant Chief directs Central Command. The immediate staff includes 1 Deputy Chief, 3 Chief Dispatchers, 2 Senior Dispatchers, 2 Junior Dispatchers, 2 Captains, 1 Division Manager and 1 Executive Secretary.
Central Command consists of the following sections: Emergency Communications, Communications Management, Telephone Services, Fire/EMS Records, Street Index, Hydrants, Data Entry, and Quality Assurance & Training.
Central Command is managing several projects that offer the latest in technology to improve and enhance HFD's response to emergency incidents. The effectiveness of these technologies can best be measured by the number of citizens receiving quicker, more appropriate emergency service. Technological advances within the dispatch industry make it possible to provide better services to citizens.
Automatic Vehicle Location (AVL) System
The fundamental goal of the AVL System is to cause the closest and most appropriate unit to be dispatched to the scene of an emergency. Toward this goal, AVL will allow the Computer Aided Dispatch (CAD) System to suggest units for dispatch based upon current unit location and status rather than fire station location. Knowing at all times the actual location of each unit will permit the dispatcher to always send the closest available unit capable of handling the emergency. This knowledge will reduce the response time and will consequently improve efficiency of the dispatch system.
The chosen AVL System is based on a Global Positioning System (GPS) designed for emergency response. The AVL System will, on average, significantly increase the number of emergency units remaining in service, therefore increasing the effectiveness of the fleet. This System is being installed by Trimble Navigation, Ltd. and is expected to be operational in 1999.
ESCALA
The implementation of the AVL System required several significant enhancements to HFD's existing CAD System. The most important was the replacement of the DPS6000 hardware platform with the UNIX-based ESCALA hardware platform. This system was necessary to fully realize the efficiency of the AVL system. The ESCALA system, installed by Bull Information Systems, is currently operational.
Migration from the current DPS6000 platform to the ESCALA System will save HFD thousands of dollars in maintenance costs, which will allow the system to pay for itself in the near future.
Emergency Alerting System (EAS)
The Microwave Alerting System (MAS) is currently the primary method for HFD dispatchers to alert stations and dispatch emergency medical service and fire suppression personnel. This system can 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 provides an all-call teleprinter channel that broadcasts to all stations.
The EAS Project will replace HFD's existing 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 has been granted through January 1999. This reduced bandwidth (12.5 kHz) will not support the multiplexed functions now performed by MAS. Therefore, HFD developed plans for an alternative station alerting system solution based on Mobile Data Communications technology.
The Department is currently conducting a pilot project for the configuration, specification development, procurement and installation of the new mobile databased EAS. The successful completion of this project will significantly enhance HFD's ability to dispatch Fire/EMS vehicles in the future.
Mobile Data Communications Network
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 AVL-supplied street map information. Fire and EMS vehicles will be equipped with Mobile Data Terminals (MDT's) 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.
Direct Field Entry of Fire/EMS Records
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.
Emergency Communications Section
The Emergency Communications Section is an integral part of Central Command where all communications, particularly emergency communications, are processed. When the actual emergency occurs, Emergency Communications immediately begin 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.
Certified Firefighters assigned to the Emergency Communications Section provide the highest quality service. Firefighters promoted to Dispatcher and cross-trained to provide the specific needs of this section ensure highly motivated professionals that are dedicated to the City, the Department, and the Emergency Communications Section. Their experience and longevity substantially enhance these capabilities, which is evidenced by their daily efforts and quality assurance reviews.
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, which may require immediate attention, such as fire-related incidents, hazardous material incidents, or a variety of medical emergencies. Less critical communications within the department are also received and disseminated throughout the Emergency Communications Section. Numerous administrative communications are received, processed, and relayed, as required, to provide information that is necessary to assist other Command Divisions in accomplishing the Department's overall objective. Information is also disseminated through this section to other entities outside of HFD. Various newsgathering establishments and other groups are provided with information that filters through this section.
The Emergency Communications Section 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 Deputy Chief under the direct supervision of the Assistant Fire Chief of Central Command commands the Emergency Communications Section. Three shifts provide continuous staffing of the Dispatch Center and a Chief 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 Dispatcher 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.
� COMMUNICATIONS MANAGEMENT SECTION
The Communications Management Section 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
Administration personnel are responsible for preparing bid specifications for all communications including fire station alerting, paging, Automatic Vehicle Location, 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 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
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.
Communication System Repair
The Communication System Repair Group is responsible for the installation and maintenance of HFD's Alerting Systems (Dispatch Center) and the Emergency Medical Telemetry System.
The HFD Dispatch Center, located in the Fire Alarm Building, consists of 14 call-taker positions, eight radio dispatch consoles, an AVL System, a Multiple Channel Voice Recording System, instant call-back devices, a vehicle status system, a paging system, and an overhead projection system. This center is connected to One Shell Plaza with a 23 Ghz microwave link and a fiber-optic system linking all primary and secondary remote transmitter and receiver sites. A 952 MHz microwave system provides the Dispatch Center a communications link for fire and emergency medical service. The Dispatch Center also uses UHF and VHF secondary systems, consisting of two analog radio channels, during microwave system outages as a back-up alerting system.
The Medical Telemetry System consists of eight cardiac monitor and radio control consoles. The consoles include heart rate meters, cardiac oscilloscopes, strip-chart recorders, alert alarms, and channel selection equipment.
Electronic Supply
Electronic Supply personnel check communications and electronic equipment for order compliance and forward paperwork to accounting personnel for payment of received 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.
Telephone Coordinator
The Telephone Coordinator has the responsibility of submitting requisitions for the purchase and installation of all peripheral telephone equipment for CityNet operations. The Telephone Coordination Section is staffed by a Captain and assisted by a Senior Clerk. This section provides a variety of duties.
Fire/EMS Records Section
HFD EMS/Fire Records Section has the function of maintaining and disseminating all HFD emergency records, reports, and statistics. This section maintains all emergency incident records and is responsible for keeping HFD informed of changes and updates on reports submitted to the National Fire Information Council (NFIC). This section sees that all distributed forms are in compliance with NFIC standards and sends them to the National Fire Data Center. In addition, the Records Section provides reports relating to incidents involving fire and medical emergencies to National and State Governments, attorneys, and citizens, ensuring consistency and accuracy in how reports are completed for reasons of the Right to Privacy Act and Open Records Act compliance. This section also conducts research for reports requested by the Department, government agencies, and others.
Listed below are some of the more critical tasks performed by the Fire/EMS Records Section: Ensuring the accuracy of fire reports and verifying that they conform to proper uniform codes. Updating Arson reports after the investigator has completed or changed the fire reports. Fulfilling subpoena requirements for Fire/EMS Records from various courts. (In most cases, this involves daily research for records and/or documentation for proper release to the requesting agency.) This demand is extremely labor intensive.
Constant, daily record filing and retrieving of emergency records. This section is managed by a Captain and supported by a staff of three classified and two civilian personnel. The personnel of the Fire/EMS Records Section are cross-trained to function in all areas of this section.
Street Index Section The Street Index Section provides HFD with all information concerning street files. This section has the responsibility of maintaining critical information on more than 100,000 street intersections. This includes providing street files and forms to fire stations, providing the Emergency Communications Division with up-to-date street files, providing stations with the proper area maps when annexations occur, providing training to academy cadets and suppression on survey maps, providing running schedules of all fire department emergency vehicles and assigned responses, and maintaining contact with a 911 database manager to ensure integrity between the two data reporting systems. The Street Index Section is directed by a Senior Dispatcher and assisted by a Senior Data Entry Operator who provides data entry/verification and clerical support.
Hydrants Section 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 an semi-annual basis. This section is commanded and maintained by a Junior Dispatcher and one Firefighter. The workload in this section is organized in a manner so as to facilitate the semi-annual inspection of fire hydrants by the Operations Command.
Data Entry Section The Data Entry Section is charged with the critical responsibility of receiving and entering Fire and EMS record data directly into HFD's computer system on a 24-hour basis. Upon completion of an assignment, the Fire and EMS field personnel call in the record to Data Entry personnel. Entry of record information directly into the computer system on a real-time basis allows Dispatchers, EMS personnel and other authorized personnel access to records within approximately two hours.
The Data Entry Section is commanded by a Captain who reports directly to the Emergency Communications shift Chief Dispatcher. The Captain is supported by an Administrative Assistant 11. This section is organized into three eight-hour shifts with each shift staffed by three Data Entry Operators. This section provides 24-hour service, seven days a week.
Quality Assurance and Training The Quality Assurance and Training Section is responsible for monitoring and assessing each Dispatcher several times a year for quality improvement. Dispatchers are randomly chosen to be monitored 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.
The functions of this section are performed by a Chief Dispatcher aided by a Senior Dispatcher whose work schedules are organized so as to accommodate the needs of a 24-hour dispatch operation. � �