When answering nonemergency calls, what should firefighters do first?

When answering nonemergency calls, it is essential for firefighters to first identify themselves and the department. This initial step establishes professionalism and credibility, allowing the caller to know they are speaking with a representative of a legitimate fire service organization. By introducing themselves, firefighters set the tone for the conversation, creating a sense of trust and openness.

Once this connection is made, they can effectively gather information, address concerns, or provide guidance related to nonemergency inquiries. This professional introduction is vital, as it reassures the caller that they are being taken seriously and helps to foster a supportive environment for communication. Identifying oneself also serves as part of standard protocols within fire departments, reinforcing accountability and proper communication practices.

The other steps, such as taking the caller's information, asking about emergencies, or putting the caller on hold, are important but should follow the initial identification to ensure a respectful and organized exchange.