Evacuate first, ask questions second
If the caller can see or smell smoke, instruct them to leave immediately via the nearest stairwell. Do not use elevators.
Triggers that require 911 immediately
- Visible flames
- Thick smoke
- Active fire alarm AND smoke report
- Multiple reports from the same building within 60 seconds
Questions while they move
- Which floor / which stairwell are they using?
- Is the fire alarm pulled? If not, which alarm is nearest on their exit path?
- Anyone needing assistance evacuating (mobility, children)?
- Size of fire (contained / spreading / unknown)?
- Elevator used? → Tell them to abandon it at the nearest floor.
After they're out
- Meeting point confirmation
- Headcount help for neighbors
- Stay on line until building management or FD arrives