Fire-Rescue 911 Alarm Office
Fire Central Information Office
Radio Communications and Equipment
Fire Station Alerting
Recording of 911 calls and specific Radio Channels
Telephones, CAD, Alarm Office Computers
Significant Accomplishments for 2002
Upcoming Goals and Objectives

Fire-Rescue 911 Alarm Office
The Fire-Rescue 911 Alarm Office answers, processes, and dispatches all Fire-Rescue related calls for emergency services. In 2002 the Fire Alarm 911 Office processed over 75,268 calls for emergency service. In addition to 911 calls, the alarm office also handled over 25,000 additional calls for service of a non-emergency nature. All 911 calls are processed using nationally accepted standards for dispatching

The Miami Fire Department Fire-Rescue 911 Alarm Office is an Accredited Center of Excellence as officially recognized by the National Academy of Emergency Dispatch. All personnel are trained and certified as Emergency Medical Dispatchers (EMD) and Emergency Fire Dispatchers using the system known as the Medical Priority Dispatch System (MPDS). The EMD’s provide life saving Post-Dispatch and Pre-Arrival instructions to the 911 caller. All EMD’s are required to maintain their certification by continuous training, education, and meeting ongoing performance standards.

A rigorous Quality Assurance program with a Quality Assurance Coordinator is in place to oversee EMD performance and compliance to standards through case review, data collection, and training. Auditing goals for 2002 were met and exceeded National Academy guidelines. In addition to Emergency Medical guidelines, the new Fire Dispatch Certification protocol training was completed and all operators were certified.

In addition to handling 911 calls, the Alarm Office is responsible for all radio communications on all the main dispatching channels that involve operational units. As part of the dispatch function, operators are charged with responsibility to verify the response and arrival of emergency units to incident scenes. CAD Incident Information, Fire Station Alerting, Fire-Rescue Unit status, traffic route control, hospital status, Inter-Agency requests, and Special Event Communications are other activities provided by Alarm Office personnel. The Alarm Office also provides the same operational and support services to the Village of Key Biscayne Department of Fire-Rescue.

Fire Central Information Office
Fire Central Officers and the Alarm Office personnel provide information to and coordinate the mobility of emergency apparatuses as needed to protect the City. Other functions and activities provided by FCIO are: the notification of additional agencies and personnel, assisting and monitoring of emergency incident operations, calling in overtime personnel, issuing hydrant, territory and special notices, CAD modifications, emergency contacts, and assisting field operational requests.

Radio Communications and Equipment
All radio and pager equipment for the Department of Fire-Rescue is issued and maintained through the Communications Division by the Communications Technical Coordinator. Radio configurations, channel designations, equipment distribution, repair and replacements, research and evaluation, Emergency Operations Center (EOC) setup, special events equipment, on scene incident support, hospital radios, and inter-agency communication links are a few of the ongoing activities in this section.

Fire Station Alerting
Fire Station Alerting is an integral part of dispatching Fire-Rescue units to emergency incidents. The system’s infrastructure, configuration, and maintenance is overseen by the Communications Technical Coordinator. This system uses computers and radio frequencies to send alert tones to the Fire Stations. The computers are located in the Alarm Office where the dispatchers select the units or stations to be alerted. Once selected, the alert command is then sent to a processor that in turn sends it through a radio over the airwaves to be received by the Fire Stations. The Fire Station equipment then activates the alerting tones through speakers throughout the Station.

Recording of 911 calls and specific Radio Channels
All 911 calls, certain telephone lines and selected radio channels are recorded as required by state law. The Communications Division in cooperation with the Miami Police Department (MPD) using shared and common equipment carries out this activity. The recorded calls and radio communications are used to reconstruct incident activities for training purposes as well as supplying public records requests.

Telephones, CAD, Alarm Office Computers
Fire Station telephone lines and equipment are addressed through the Communications Technical Coordinator.

CAD activities involving changes and modifications that do not require Information Technology participation are made through FCIO. The ability to change certain CAD parameters gives the Department of Fire-Rescue immediate flexibility to address operational issues.

Alarm Office computer equipment, setup configurations, and operational issues are the responsibility of the Communications Division with support from Information Technology.

Significant Accomplishments for 2002

• Completed and exceeded National Academy QA Auditing Guidelines for 2002.
• Trained and Certified all Dispatchers in National Academy Fire Dispatch.
• Implemented National Academy of Emergency Dispatch Fire Protocols in dispatching.
• Purchased upgraded portable radios to new XTS 5000 models ($500,000).
• Replaced all older style radio type.
• Completed hiring and training of 3 Alarm Office Operators.
• Replaced 350 portable radio batteries with ultra high capacity 3500 mAh batteries.
• Developed Suspicious Substance Protocol Card set for National Academy (submitted for approval).

• Completion of relocation of 911 Fire Alarm Office and EOC along with all associated and necessary equipment to new site.
• Replacement the Fire Alarm Office 911 furniture at existing MPD location. This will act as the backup site for the 911 Fire Alarm Office.
• Completion of the Motorola 800 MHz Trunked radio system upgrade project.
• Upgrade and replacement of the 911 phone answering system to cellular Phase II compliant technology including mapping.
• Upgrade and replacement of the 911 phone and radio recording system.
• Installation of a net clock to synchronize the tracking of time in all 911 Fire and MPD Alarm Office systems.
• Addressing the 911 Fire Alarm Office staffing needs to support the additional operations generated by increased citizen requests for emergency services.
• Implementation of plans for acquisition of System for Interoperability between agency radio systems.
• Upgrading and replacement of Portable Radio Battery charging systems to accommodate new high capacity batteries.