BY KATIE COLE AND BARRY HENBY
Career and volunteer de- partments often complain that they lack the time and resources needed to provide effective public education and customer service to the community. We have found that customer service is best provided by departments whose members are willing to step outside their traditional duties to serve the community. Whether it’s teaching a CPR class to a group of camp counselors or leading a band of Girl Scouts on a station tour, it’s the personnel willing to do so who make public education and customer service successful.
The Gurnee (IL) Fire Department targets types of customers: everyday citizens, elected/ government officials, and firefighters and their families.
Everyday citizens. Meet an ordinary citizen, deemed “Mrs. Smith” by Chief Alan Brunacini of the Phoenix (AZ) Fire Department. Ill-fated Mrs. Smith has been stranded on the highway, slipped in her bathtub, suffered sunstroke, and almost lost a finger while hoping to channel the Iron Chef in the kitchen. Not only has she been through the wringer, but her home has suffered every disaster known to man: 555 West Avenue has flooded, caught on fire, been shaken by an earthquake, and even was relocated by a twister to somewhere that’s not Kansas. Her cat Buttons is also prone to misfortune, having been stuck in one too many trees. Unfortunately for Mrs. Smith, she embodies the general public, a seemingly unfortunate group that depends on the fire service in emergencies.
From sending a get-well card to a patient to visiting a neighborhood block party with an engine and ambulance, no form of community service goes unnoticed by the public.
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Every Gurnee resident our ambulance has transported receives a get-well card signed by the paramedics on duty and the fire chief. Sometimes on return visits, that same card can be found on that patient’s refrigerator. This personal touch is always appreciated, and we’ve received only positive feedback from the community.
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To an eight-year-old, having a birthday party at the fire department is pretty impressive. Parents can schedule a two-hour birthday party for their children at our stations. The event includes a tour and safety lecture by a firefighter. Afterward, the party continues in our training room, where the children have birthday cake and open presents. These parties have always been a success with the kids and their parents (photo 1).
Educating the public makes the community a safer place to live. Our department offers CPR and first-aid classes taught by a firefighter for a fee. These programs are valuable to the community because many companies require that their employees have first-aid training or be CPR-certified to comply with federal regulations. The same classes are also offered to family members of department personnel.
Most infant/child car seats are not installed properly. To ensure children are safe when they travel, our department members have taken a child safety seat certification course. In a program that’s popular with the public, car seat technicians conduct car seat safety inspections at safety exhibits and by appointment at both fire stations (photo 2).
Neighborhood block parties are another opportunity to facilitate department interaction with the public. Every block party permit the village of Gurnee receives is forwarded to the fire department, and if our workload permits, we send out an engine and ambulance to entertain and educate children and adults alike.
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One simple way to spread fire safety messages to the public can be found at the local grocery store. For approximately $200, department logos and public safety messages can be applied to new shopping carts designed to look like fire trucks. Not only are kids eager to ride in the big red carts, but also parents and store officials love the idea (photo 3).
The annual Gurnee Days festival attracts many visitors to the station. At our station, we hold an open house that includes a number of activities such as a simulated car fire, a station tour, a kid’s physical challenge, and an egg drop from the ladder truck. This year, visitors can also buy a shirt that says, “I love Gurnee Fire Department.”
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Fire departments do not usually use such public relations outlets as posters, billboards, and advertisements. However, if the opportunity to do so arises, test the waters. Last year, the local library invited us to participate in an Everyday Heroes poster series (photo 4). Without any cost, the poster provided the important safety message “Smoke detectors save lives.”
Covering the debris pile left after a house fire is a small gesture that fire victims appreciate. Another idea from Chief Brunacini, it helps homeowners avoid being reminded of their loss each time they pass the scene.
Recovery boxes are an inexpensive way to serve the community. A nearby company manufactures 18- 18-inch boxes stamped with our department logo; fire victims can use them to protect their recovered belongings.
“In Case of Fire” pamphlets, available to residents after experiencing a fire, provide pointers on cleaning solutions for clothes, whom to notify, and other important information for home residents after they have suffered a fire in their home. If necessary, the Red Cross is also notified to provide shelter for families during the time required to get back on their feet.
Although technically it is not our duty to clean up after a sprinkler discharge, this little service goes a long way with local businesses and homeowners. Since the fire department required that these devices be installed, helping to clean up afterward is greatly appreciated. Low-cost salvage covers from a local hardware store can go a long way in showing the community your department’s commitment to lending a hand.
After a residential fire, neighbors are typically curious. The Gurnee Fire Department holds an “After the Fire” meeting for residents in which fire personnel discuss the fire and the department’s actions at the scene and relay the appropriate fire safety message to the community.
The Citizens’ Fire Academy attracts residents from all walks of life. The 12-week class is held annually in the fall and teaches citizens about the inner workings of the fire department. Attendees receive first-hand experience in training burns and other controlled situations. This class is valuable to the public; not only does it teach a number of rescue techniques, but it also provides insight into the fire service.
Our fire department allows paramedic students from local hospitals ride-along time with senior paramedics. Ride-along hours are required for certification; with the variety of calls to which our department responds, students are exposed to many different situations and solutions to problems.
Local high-school students participate in a volunteer group as members of a teen court jury presided over by a local judge. Teens appear before the teen court to answer for minor infractions. The jury can assign a penalty of community service so those appearing before it can keep a clean record but still be held accountable for their actions.
They may be assigned to serve a specified amount of time at the fire department, performing minor duties such as polishing the apparatus or other tasks. With this form of “punishment,” kids are exposed to the fire service and hopefully learn their lesson.
Our paramedic bike team not only provides a safety service to the public but also is a strong public relations tool. The team interacts with the community on bike details and offers information about the fire department’s rescue services, fire prevention, and public education programs. Consisting of two bicycles that carry much of the same paramedic equipment normally on rescue squads, the team provides support to many community happenings including football games, park events, and Des Plaines River trail activities.
Our department also participates in the Adopt-a-Highway program. Each month, the firefighters of Local 3598 clean up a long stretch of road in Gurnee to help the village look its best.
A local hospital donates several smoke detectors to the department, which we distribute to homes that don’t have them. Providing these residents with smoke detectors assures them of our commitment to protect the public, one family at a time.
The Fire Prevention Bureau loans portable key boxes to those with a temporary need, such as infirm senior citizens and disabled people. The key box allows rescue personnel to enter these homes to render aid in an emergency without having to resort to forcible entry.
Government officials. Elected and other government officials are an important group to recognize in the community. Not only do these people make the rules but, more importantly, they control the budget. It is unwise to neglect this group because it could hurt you and the department in the future. Invite public officials to a live training burn. We have invited the mayor and all elected officials to participate in a special live burn designed just for them. This gives officials first-hand experience in a controlled fire and increases the communication and interaction between the fire station and other village departments.
An annual report on fire department operations keeps the community informed of our activities. Our department gives village leaders and department members monthly and annual reports that include information such as call volume, specialized fire and rescue calls, and a sampling of thank-you cards and letters from the community.
Firefighters and their families. Our firefighters are on the front lines every day of their career and make all members of the fire service proud to don the Maltese cross. Including firefighters’ families in their career is important for grasping what this job entails. Spouses and family members are invited to controlled live burns to experience first-hand how a fire is extinguished. Benefit meetings for members and their families help them to understand insurance plans and increase direct communication between the department and family members. Coverage plans are broken down and explained, and participants can have their questions answered.
Sending out birthday cards to personnel is another detail that provides personal attention for each member. Although it is a small gesture, it shows the department’s commitment to its members professionally and personally.
Recognizing members’ years of service is important to showing the department’s appreciation for dedication. Anniversaries within the fire service should be celebrated to congratulate even the most modest amount of time devoted to the department. Plaques are awarded to members at five-year intervals in the presence of their fellow firefighters.
The Lake County Honor Guard also donates its time to our department to honor firefighters who have died.
Customer service should be a year-round effort and should not be limited to these few suggestions. Not only does it build the relationship between the fire service and the public but, most importantly, it shows the department’s dedication to those they serve: everyday citizens, elected and other government officials, and firefighters and their families. It is important to support the community through education and assistance. If the opportunity to lend a hand arises, give the community both of yours. ■
