Out of Scope
From: Out of Scope
@fireandemergency.nz>
Sent: Friday, November 22, 2024 7:21 PM
To: ComCen Northern - Brown Watch <[email address]>
Subject: Recording messages in ICAD
Hi All,
I want to remind everyone of the importance of recording every message as it is received whether that’s via radio or via
phone.
Please remember that the incident report is a legal document that records everything that happened in the incident.
There have been mes where an OIA request has been submi ed and the incident radio or phone recordings do not
match the incident report.
To give you some context below is an example of an OIA request and what sort of informa on was requested and
provided. Everything we do is open to an OIA request, and anyone can request any informa on under the Official
Informa on Act.
- Incident Report for FXXXXXXX
- Total number of 111 cal s made for this incident
- Audio recordings of al related 111 cal s
- Audio recordings of al related radio messages
- Total number of volunteers who responded to this incident
- Total number of communica ons staff who were on duty at the me of this incident
- Any communica ons (E.G. Teams, Emails, Messaging) related to this incident
- What is the standard, or required meframe that Fire and Emergency resources have to respond?
- Is there any fol ow up process that may be ini ated by either the crews or the Communica ons Centres, in order to
dispatch the next nearest resources?
- Is there a performance measuring standard (such as KPIs) that Fire and Emergency use in either the organisa onal
opera ons or in the Communica ons Centres?
- Is there a lack of Fire and Emergency resources or opera onal coverage in the Huntly township?
- Does Fire and Emergency accept that this incident was a failure, or did not meet the expected standards with regard
to the opera ons and commitment to the Fire and Emergency Act 2017?
My expecta ons going forward are as outlined below:
-
All messages regardless of how important (or not) you think it is, will be recorded in the incident log. These
messages must be recorded at the me they happen to ensure the meframes are accurate.
-
All messages passed by Comcen are recorded as passed. Things such as “Details passed” is no longer accepted.
The message must be wri en out in full.
-
All informa on related to an incident given to you by callers, whether they are 111 callers, admin callers or
admin ops callers is to be recorded verba m.
-
Anything to do with following up crews, regardless of if they are paid or volunteer, will be recorded in the
relevant event. If this informa on comes through as a sta on call or sta on priority the informa on is to be
recorded in that job which will then be duplicated and cancelled into the incident, it relates to or cross
referenced as appropriate.
- Every bit of informa on is treated as important and relevant despite your own opinion.
- Ensure appropriate communica on with other agencies and keeping them up to date.
- All 111 calls regardless of if they are a nuisance caller, 111 hang up, hoax from a pay phone or any other type of
incident that is usually disregarded will have an incident created about them. This can be created as a closed
event if appropriate, but we must have a record of every call.
- Effec vely, think about it as, “If it’s not in the job, it hasn’t happened”.
If you feel that you struggle to record informa on in the job for any reason at all, please come and talk to me about it.
Whether that is because of typing speed, because you may struggle to manage workload or any other reason, I will
make a plan with you to help. Remember as well if you are busy to u lise your back up dispatchers, myself or anyone
else that’s available to assist with following up jobs, making no fica ons or recording informa on.
Out of Scope
Kaiwhakahaere Kaituku – Shift Manager (Brown Watch)
Northern Comcen
482 Great South Road, Otahuhu
P Out of Scope
Out of Scope @fireandemergency.nz
www.fireandemergency.nz
