Answering Machine Helps Dept. Field All Info Calls
As a result of increasing public interest in fire safety, volunteer fire companies are receiving more and more calls asking for advice on specific problems. Unlike paid or part-paid departments with personnel available to quickly respond to these requests, it is almost impossible for a volunteer department to provide the same responsiveness.
Although the fire prevention committee of the State College, Pa., Alpha Volunteer Fire Company was providing public fire education programs through the local media and schools, it was unable to effectively handle the growing number of telephone requests for fire safety information. The committee recognized that a more accessible program was needed.
Automatic answering
First the committee established a direct-dial fire safety telephone number that was different from the emergency number. Fortunately, a separate unused telephone line was available at the central fire station. Because the company was totally volunteer, however, the station was not always manned, and calls for information could go unanswered. The committee purchased a telephone answering machine at a cost of $120, and, since the station was already equipped with phone jacks, the installation involved simply plugging in the machine and the phone.
A message tape was prepared asking callers to give their name, address, phone number and the nature of their request. They were assured that they would be contacted as soon as possible. The tape emphasized that this was not an emergency number and informed the caller of the proper number to report a fire.
Spreading the word
The final step was to make the community aware of the new system and the phone number for fire safety information. A program called STOP (Safety Tips on Protection) FIRES was developed. Information cards that briefly described the program and its operation were distributed throughout the community. The telephone number will also be listed in the forthcoming telephone directory. In addition, public demonstrations of the new service coincided with Fire Prevention Week and the fire company’s annual open house.
The new system began to generate calls: How and where do I install a smoke detector? How do I properly remove creosote buildup in a fireplace chimney? What kinds of extinguishers should I buy for my home? Each request was reviewed by members of the committee who then contacted the caller. In some cases the requests involved the participation and expertise of other local agencies such as the code enforcement office. If appropriate, neighborhood fire safety meetings were also arranged, and on-site demonstrations were held.
The efforts of the committee paid off. The STOP FIRES program has effectively increased the fire company’s ability to provide prompt individualized fire safety information to the community.
