What should call-takers do if a call involves issues not managed by the fire department?

When a call-taker receives a call that involves issues outside the jurisdiction or capacity of the fire department, the most responsible action is to try to direct the caller to the appropriate agency. This approach ensures that the caller receives the necessary assistance in a timely manner, as they may not be aware of which agency is responsible for addressing their specific concern.

By directing callers appropriately, the call-taker not only helps resolve the issue more efficiently but also enhances public safety by connecting individuals with the right resources. This can be particularly important for non-emergency situations or concerns that fall under the purview of other agencies, such as law enforcement or social services.

Additionally, guiding callers to the relevant agency reflects a commitment to service and ensures that the fire department maintains its focus on emergencies that require firefighting or rescue intervention. This practice can also help build trust and rapport with the community, as it demonstrates a willingness to assist even when the fire department itself is not the right responder.