Module 2: Radio Protocol -- for Trainers

Editor's Notes

• #3: Module 2 of Basic Radio 101 focuses on guidelines for legal, effective and appropriate radio communication.
• #4: The operation of U.S. radio systems is governed by the Federal Communications Commission (FCC). The FCC has the authority to monitor, review, fine, suspend and/or revoke radio system licensees who violate regulations. There aren’t many rules relating to public safety telecommunications, but those that exist must be understood and followed. The FCC is like the police of the air waves. Though the FCC is ultimately in charge of frequencies, the Association of Public-Safety Communications Officials (APCO) is the overseer for assigning and monitoring the frequencies.
• #5: Licensees are responsible to maintain control over the stations licensed to them and to ensure they are functioning and operating properly. However, operators that do not own nor are responsible for stations do not need to be licensed by the FCC.
• #6: Only calls authorized by the rules governing radio systems may be transmitted. False calls; fraudulent distress signals; unnecessary or unidentified communications; obscene, indecent or profane language; and the transmission of improper call signals is prohibited. Licensees are authorized to transmit communications directly related to official public safety activities and the protection of life and property.
• #7: Operators are required to monitor the transmission frequency for at least 2 seconds before transmitting. This is to ensure that the transmission will not cause harmful interference to others who may be using that frequency.
• #8: All radio transmissions must be restricted to the minimum practical time of transmission. In other words, don’t chat or be too wordy. Dispatch operators monitor many frequencies at once. The screen here shows at least 17 frequencies being monitored.
• #9: Communications involving safety of life or property are always top priority for all first responders.
• #10: Now we’ll discuss common errors and best practices for using your radio.
• #11: When using a radio to transmit information, the pitch, volume and speed of delivery should be consistent over the course of a shift, regardless of the type or intensity of activity. Responders should attempt to keep a normal, level tone to increase understanding and limit the possibility of distortion. Use a normal speed of delivery to ensure understanding and limit the requests for repeats that tie up additional airtime.
• #12: Most people can understand the spoken word at a very fast rate. However, when dealing with critical information and information that must be written or typed, a fast rate decreases understanding and causes details to be missed. Avoid speaking faster in response to stress or excitement, or because everyone else is talking faster. When messages have to be repeated, the advantage of talking faster is completely lost.
• #13: Mispronounced words and names, and drawled or lazy speech are common causes of requests for repeats. Phonetically spelling a word or name that you are uncertain of is much better than trying to pronounce it, but make sure the receiver knows they will be receiving a spelling phonetically. Again, voice quality should remain consistent throughout the course of a shift and most certainly through each transmission, regardless of the message’s importance.
• #14: Voice clipping is a common radio use error. A radio does not know you are going to talk until you tell it you are going to talk by depressing the push-to-talk (PTT) button. Then the radio must prepare itself to send your voice to the receiver. To allow your radio to prepare, hesitate after you depress the PTT button. The hesitation should be a rule-of-thumb of 2 seconds. For example, if you clip the beginning of the phrase, “don’t shoot,” the receiver actually hears, “shoot.” A big difference! Remember that you can clip the end of your transmission also, so pause before releasing the PTT button after speaking.Key > Hesitate > TalkStop talking> Hesitate > Release
• #15: Trainers: This slide has an automaticthree-step animation.The ability to speak clearly and concisely in adverse conditions often is something you must practice. Anger, frustration, boredom and other emotions can clearly be conveyed through your voice. Limit emotions as much as possible to avoid giving the impression that the person on the other end of the transmission is the focus of the feelings.
• #16: Trainers: The text in the speaker bubbles and “no” sign will fade in automatically.Before pressing the PTT button, think about what you are going to say and make sure that the information is accurate. Then, clearly and concisely, transmit that over the radio. Always speak in short and complete sentences. If it is a long transmission, such as a “Be on the Lookout” (BOLO), you can insert a break (or breaks) to allow others to take down information. Do not use “ums” and “ahs” over the radio. If you lose your thought, simply say “stand by” to collect your thoughts and continue. The basic rule is “keep it simple.”
• #17: Trainers: The text in the speaker bubbles and “no” sign will fade in automatically.Although appropriate for everyday conversation, personal comments like “Thank you” and “I’m sorry” do not belong on the radio. If you follow good radio discipline and practice professional etiquette, those who you communicate with on the radio will know that you appreciate them, and they’ll appreciate you in return.
• #18: Noise is common to the responder’s environment. Raising your voice will most likely distort your transmission, making it hard to understand. Likewise, whispering also will be difficult to understand. Always speak in a normal, conversational tone. It’s instinctive for us to turn away from noise, but this makes the problem worse. Facing the noise points the microphone away from the noise. This will eliminate some of the interference of background noise.
• #19: Trainers: The text will automatically fade in.Unlike other forms of communication, radios require you to notify someone of your wish to communicate and inform them of who they will be communicating with. This is done through the use of call-in signs or unit numbers. The flow of a basic radio communication is like this:Center: “4810, Dispatch.”Unit: “4810.”Notice how the officer acknowledges the call.
• #20: Trainers: The text will automatically fade in.The communication continues:Center: “40010 East Carpenter Road theft report. Meet with Clark Kent regarding wallet theft. 4-0-0-1-0 East Carpenter Road.”Unit: “4810, copy.”Notice how the dispatcher repeats the address and how the officer acknowledges the call.
• #21: Trainers: The graphics will fade in automatically.Acknowledging a transmission correctly is critical to ensure sender and receiver understanding. The method of acknowledging for the unit is responding with the unit number or call sign. When the Center responds, the dispatcher also should respond with the unit number or call sign of the calling unit. The purpose is always to ensure that the Center is communicating with the correct unit. In other words, it verifies understanding. Note that the acknowledgement of “10-4” or “copy” is important to verify that the communication was delivered and understood by the receiver.
• #22: Pre-alerting is a step to prepare receivers for what they are going to be asked to do, whether it is to copy information, enter data or take certain actions. Pre-alerting tells receivers what you are going to need so they can prioritize the various tasks they’re doing. Center personnel use pre-alerting techniques to prepare field personnel to receive information, BOLOs, telephone numbers and more. Basically, pre-alert provides the opportunity for receivers to grab paper and pencil, stop their vehicle or ask the sender to wait if they have something more important to complete than what is going to be asked for. Then, when the receiver is ready, he or she can give the sender full attention.
• #23: The three general categories of pre-alerts are: • Inquiries – We need to ask you a question or have you run information • Information – We are going to tell you something you may need to write down or note • Details – We are going to dispatch you to or are initiating a response to an incident The intent of this process is to prepare receivers for what is going to be asked of them. This greatly enhances the receivers’ ability to prioritize their tasks and provide the highest level of service. If receivers know what will be asked of them, they can make a decision to delay one task to ensure the more important task gets completed first, then return to what they knew was less important becausethey were pre-alerted.
• #24: When a 911 or emergency call comes into the PSAP, the dispatcher determines the nature of the call, where it has occurred and the appropriate responding agency, then dispatches the responding agency, such as fire, EMS or law enforcement. The dispatcher needs to continue receiving information from the responder when the page is received; when the responder is actually en route to the scene;and when the responder arrives at the scene, leaves the scene and is back at base. In addition, dispatch personnel need the unit numberof the responding entity relayed to them for documentation purposes. This is especially important for some of the new reporting requirements for EMS calls. The times also are important, so this is a step responders should remember when they are dispatched. In the event of a large-scale emergency with multiple responders, use plain language to state which department you are with.
• #25: Generally, addresses should be provided in whole, then in part. A fairly regular practice is to also provide locations by using common location names when available. This is an acceptable practice when it is a universally known location. When used, the common location should be provided along with the street name to eliminate issues with multiple sites.
• #26: For example, when giving out “4320 3rd Street East,” the address should be provided a second time as “4 – 3 – 2 – 0 3rd Street East.” This helps eliminate the transposing of numbers and ensures that the receiver is able to copy the correct address. If the location has a common name, then say that, such as, “Discovery Middle School.”
• #27: Coded language has been used in the public safety environment for many years. In fact, there are many different 10 codes throughout the nation so they may not be understood by responders in your jurisdiction.
• #28: This has prompted National Incident Management System (NIMS) standards to mandate that public safety organizations move from coded language to “plain language.” Plain language is simply standard voice communications using common words rather than a code. The 10-code listings are available, though few are actually used. Generally, if it isn’t a common day-to-day used code (for example, 10-4), clear speech is the preferred method of communicating your message. Additionally, at any time multiple agencies are involved in responding to an incident, clear speech is essential to ensure understanding. A list of locally used coded language and the clear speech equivalent is included in the pocket guide.
• #29: Center personnel are instructed to begin repeating responder radio traffic when the radio channel becomes too busy. However, this should serve as a message to the units in the field that they need to slow down. When this occurs, remember these three things:Confirm receipt of correct informationReinforce the information in the dispatcher’s mindPrevent other units from calling before the dispatcher is ready to take the next message
• #30: This module illustrated common errors and best practices when using radio communications to communicate to and from the dispatch center. Work together with other emergency responders to improve communication and you will become more effective and efficient in the important role that you fill.