About
Agency Background
Description of Services
The Heartland Communications Facility Authority (Heartland) was created in 1987 through a Joint Exercise of Powers by the Cities and Fire Protection Districts that were at the time in San Diego County Fire Mutual Aid Zone 4. Over the past 18 years, Heartland member agencies have grown to include the:
- Alpine Fire Protection District
- City of Coronado Fire Department
- Bonita-Sunnyside Fire Protection District
- City of El Cajon Fire Department
- City of Imperial Beach Fire Department
- Lakeside Fire Protection District
- City of La Mesa Fire Department
- San Miguel Consolidated Fire Protection District
- City of Lemon Grove Fire Department
- City of National City Fire Department
- City of Santee Fire Department
Heartland also provides services, through contractual agreements, to the following agencies:
- Barona Fire Protection District
- Borrego Springs Fire Protection District
- Julian-Cuyamaca Fire Protection District
- Mt. Laguna Volunteer Fire Department
- Ocotillo Wells Volunteer Fire Department
- San Pasqual Volunteer Fire Department
- Shelter Valley Volunteer Fire Department
- Rural Paramedic Program (administered by San Diego County EMS)
- Viejas Fire Department
Communications Facility
Heartland operates a six-position Dispatch Center in El Cajon. All six positions are equipped for call taking, and four positions are additionally equipped to handle radio traffic. All dispatch center electronics have power backup with a diesel generator and an 18 kva Uninterruptible Power Supply. The communications facility meets or exceeds the NFPA 1221 requirements for a fire dispatch center.
A Computer Aided Dispatch (CAD) system is used for management of all incident activity. This system is interfaced to the computer based 9-1-1 telephone system to automatically load address and telephone number when a call is received by a Dispatcher. Additional interfaces to alphanumeric paging and fire station alerting equipment allows rapid notification of field units by any Dispatcher.
Heartland also supports a Fire Records Management System (RMS), which is automatically linked to the CAD System. This is used to create and electronically submit fire reports to the State of California Fire Incident Reporting System. Other RMS features include training records, personnel scheduling, inspection reporting, hydrant maintenance, and other features. The RMS system is fully integrated with CAD.
Heartland transitioned from its own 800 MHz Trunked Radio System to use of and membership on the County of San Diego’s Regional Communications System (RCS) in 1997-98, which gave Heartland Communications countywide radio coverage. Heartland is currently the second largest user of the RCS following the Sheriff’s Department, and is represented as a voting member on the RCS Board of Directors.
Description of Services
Heartland provides computerized dispatch of all fire, rescue and emergency medical aid services needs within the jurisdiction of the agencies it serves. These services include, but are not limited to: a) communicating all alarms, and b) providing communications for day-to-day operations of and services for its various customer agencies. Radio communications take place utilizing the County of San Diego 800 MHz Trunked Regional Communications System (RCS).
Fire and Medical
Heartland’s fire dispatch staff utilizes state-of-the-art equipment to answer Fire and Medical calls. This equipment, at minimum, includes six multi-line public safety computer-based telephone workstations equipped with 9-1-1 ANI/ALI displays and TDD/TTY keyboards. All equipment and staff meet or exceed all requirements related to provision of a secondary Public Safety Answering Point, including TDD/TTY equipment and alternate language services. Day to day Fire Department operations, public service calls and permitted burning notifications are tracked in accordance with existing Heartland operations procedures.
Emergency Medical Instructions To Callers
Emergency Medical Dispatch Program
All medical emergency callers receive Emergency Medical instructions utilizing the Medical Priority Dispatch System (MPDS) Emergency Medical Dispatch (EMD) Protocol. The MPDS EMD Protocol is designed to initiate medical care before the arrival of public safety personnel. The system consists of various cards used by the Dispatcher to give medical instructions; including CPR, choking, and childbirth. Heartland Dispatchers are certified in the use of the MPDS EMD Protocols by the National Academy of Emergency Medical Dispatch (NAEMD). EMD is utilized only if it will not delay the emergency response of Fire and EMS units. No “call screening” is performed. EMD may be temporarily discontinued if the emergency radio and telephone call traffic demands on the Dispatch Center so require.
Fire Dispatch Operations
Heartland provides comprehensive fire, rescue, and medical alarm notifications to various customer agencies it serves. Current dispatch guidelines are detailed in the HCFA (Heartland) Policy and Procedure Manual. Modifications to the Policy and Procedure Manual are approved by the Heartland Director on the recommendation of the Heartland Board of Chiefs and/or the Zone 4 Operations Committee. All of the agencies served by Heartland have adopted the HCFA (Heartland) Policy and Procedure Manual Operations Manual procedures where practical. Dispatch procedures may be modified with the concurrence of Heartland and these agencies.
800 MHz Trunked Radio Communications
Customer agencies provide their own mobile and portable radios capable of communicating on the Regional Communications System (RCS). Heartland uses three computerized radio consoles to communicate with customer agency units. The customer agencies share RCS provided trunked talk groups available to Heartland. The dispatch consoles are capable of patching any combination of trunked, non-trunked or VHF frequencies. The Heartland radio consoles have VHF Fire Red and White I capability with countywide coverage. Customer agency 800 MHz trunked mobile radios and portables equipped with emergency buttons are configured to visually and audibly notify every Heartland radio position when an emergency button is pressed. The radio number and alias description is displayed on the radio console, allowing the Dispatcher to identify the radio user regardless of the user’s ability to talk on their radio.
Computer Aided Dispatch (CAD) System
A proven, fully operational Fire/EMS Computer Aided Dispatch system is used to dispatch customer agency calls. This system has redundant computer servers to minimize down time. The CAD software includes standardized run cards, which can be modified for each individual Fire Department’s needs. A Standard Operating Procedures file is set up with the information Dispatchers use to send resources consistent with the HCFA (Heartland) Policy and Procedure Manual. All run activity is recorded to the CAD and can be retrieved later for review.
Alphanumeric Paging with Automated CAD Interface
Customer agency units and personnel are alerted to calls utilizing the Heartland CAD paging interface to the County of San Diego paging system or the ARCH Wireless commercial paging system. Individual customer agencies are responsible to procure pagers and receive authorization to use the County paging system, if that system is selected. The paging system provides nearly instant notification of fire units, and sends detailed call information from the CAD directly to field personnel. Information sent by pager includes: Incident Location, Cross Street, Map Page and Grid, Incident Type, and Incident Number.
Toll Free Countywide Dispatch Telephone Number
Heartland has a countywide toll free telephone number, which is answered in the Dispatch Center. This line is separate from any emergency seven-digit local telephone numbers that may be transferred to the Heartland Dispatch Center.
Fire Records Management System (RMS) Access, Fire Station Alerting, Mobile Data Services
Many of Heartland’s customer agencies have purchased equipment and services that allow them to access the Heartland Fire Records Management System (RMS), provide for automated Fire Station Alerting, “tear and run” printout and/or Mobile Data Services. Use of the RMS provides the ability for these agencies to enter call response data and prepare reports required by NFIRS. It also provides the ability to perform routine call review and reporting, track personnel training, schedules and fire inspections.
