Fire Department Calltaking Systems: Full Guide

The team at your fire department plays a critical role in public safety, responding to everything from structure fires to medical emergencies and wildfires. To do their jobs successfully, they need an effective calltaking system. The right calltaking system helps streamline response times and ensures that firefighters get the information they need to appropriately respond to calls. In other words, the right calltaking system is an essential tool to keep your community safe. 

Not sure which calltaking system is right for your fire department? Here’s everything you need to know about fire calltaking systems, from their benefits to how to choose the right one, and more. 

What Are Fire Department Calltaking Systems?

A fire department calltaking system is a tool that manages incoming emergency calls. It guides the emergency calltaker through key questions, like where the emergency is, what type of incident it is, if there’s any immediate danger, and other important details. These systems often work with dispatch tools so that the calltaker can quickly share important information with the rest of the dispatch team. 

The Fire Priority Dispatch System™ (FPDS®) is a trusted system for handling Emergency Fire Dispatch. Developed using expert protocols from the International Academies of Emergency Dispatch® (IAED™), FPDS helps call-takers collect the right information for firefighters and give callers life-saving instructions while waiting for help to arrive.  

Challenges in Fire Calltaking

Handling emergency fire calls comes with unique challenges. Here are a few common issues and how calltaking systems can help. 

Firefighters Getting All the Information They Need for a Response 

To provide the best response, firefighters rely on the information they receive from the dispatch team. This includes information about the incident’s location, potential hazards, whether there are people or structures at risk, and more. Getting inaccurate information can mean sending the wrong resources to the wrong place or even putting lives at risk. 

Modern calltaking solutions, such as Priority Dispatch’s FPDS, guide calltakers through questions to gather all pertinent information, ensuring more efficient and accurate dispatch.  

High Call Volumes 

Fire departments can receive many phone calls daily, particularly in disasters such as wildfires. Managing these calls requires an appropriate prioritization system. With modern calltaking solutions such as FPDS, dispatchers can assign codes to emergencies that determine what the emergency is, how serious the situation is, and what resources should be allocated to the event. 

Caller Stress and Communication Barriers 

Calltakers often find themselves dealing with distressed callers who may or may not be cooperative. In some cases, language barriers or thick accents can also provide challenges to fast and accurate dispatch. Fire department calltaking systems like Priority Dispatch’s FPDS help communication issues by providing calltakers with training on how to deescalate distressed callers so that accurate information can be gathered. They can also provide training simulations to provide calltakers practice understanding different accents. 

Benefits of Fire Calltaking Systems 

Using a fire calltaking system can greatly improve the performance and safety of your dispatch center. Here are just a few benefits of an effective system:  

1. Improved Response Times: Automated processes, such as caller identification and address verification, save time so calltakers can focus on gathering life-saving information.
2. Accurate Resource Allocation: Stop sending an ALS unit when a BLS will suffice. With FPDS, determinant codes help you accurately allocate your resources, saving critical care teams for when they’re truly needed.
3. Enhanced Caller Experience and Support: By guiding calltakers through scripted questions and providing potentially life-saving instructions before care arrives, systems like FPDS create a smooth experience for callers.
4. Data Collection and Analytics: Calltaking systems can gather data on call times, incident types, and response times. This information can be analyzed to make improvements to the system over time.
5. Enhanced Accuracy and Consistency: By using a proven system like FPDS, you can reduce human error in your dispatch center. Protocols never have a bad day, and they work whether the calltaker is new or a seasoned veteran. 

How To Choose a Fire Department Calltaking System

Choosing the right calltaking system for your fire department can greatly improve the day-to-day operations at your location. An effective system should meet your location’s budget, integrate with your existing technology, and provide adequate training for calltakers. Let’s take a closer look at each of these key considerations.  

1. Budget

Cost is often one of the biggest considerations when looking to implement a new calltaking system. Be sure to research all associated costs, including licensing, certification, and maintenance fees. Additionally, be sure to consider the system’s overall value in terms of time saved, efficiency gains, and potential reductions in staff turnover, which can offset costs in the long run. In one case, an agency switching to FPDS said they saved about one million dollars in gas yearly due to the more efficient allocation of resources.

2. Check Integration and Compatibility

The right fire calltaking system for you will integrate with the technology you already have, including your CAD (Computer-Aided Dispatch) system. FPDS integrates with most industry CADs. To make certain your CAD is supported, search for it here. It’s also important to make sure your system can effectively share data across departments so you can collaborate with police, EMS, and other agencies as needed.

3. Prioritize Training

To prepare your calltakers to successfully perform their jobs, they need to have the appropriate amount of training. With FPDS, calltakers learn through instructor-led lectures, discussion, video segments, audiotape review, hands-on practice and role-playing to increase their expertise and confidence in extreme situations. With the right training, calltakers will be prepared to send the right responses. 

The Bottom Line

By following the above three steps, you should be able to successfully choose a calltaking system that matches the needs of your fire department. An effective system comes with many benefits, including improved response times, more accurate resource allocation, data collection, and more. It will also help you overcome common challenges like making sure firefighters get all the information they need for a response. 

If you haven’t had the opportunity to test out the Fire Priority Dispatch System (FPDS), be sure to schedule your demo today.