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Master Plan Nashua Fire Rescue, NH

Each of these disciplines requires ongoing training to ensure that members keep up with the ever-changing
skills and technologies. Within the State of New Hampshire, newly hired full-time firefighters must meet the
requirements of New Hampshire RSA 21-P and then must complete Nashua Fire Rescue's internal five-week
recruit school.

In addition, ISO requires specific hours of training in certain disciplines in order to receive full credit during
the department evaluation. The following is a summary of the initial and annual required training hours.

«Facilities Training: 18 hours

= Company Training 192 hours

= Officer development training: 12 hours
= New driver training: 60 hours

« Driver continuing education: 12 hours
« Hazardous materials training: 6 hours
= New recruit training: 240 hours

« Pre-fire planning annual review

It is worth noting that although Nashua Fire Rescue was credited with 8.26 points of the total 9 points
available, ISO does not analyze the quality of training. In conversations with department members,
throughout the organization the desire to improve upon the quality and frequency of training was identified.
While the department has assigned the training officer function, this is an additional duty that comes after
other primary duties are completed with little time to focus on quality and a limited ability to ensure a
consistent delivery.

Furthermore, NFPA 1410: Standard on Training for Emergency Scene Operations contains the context and
minimum requirements for fire departments to evaluate training for fire suppression and rescue procedures
used by members operating at emergency scenes. ESCI recommends that Nashua Fire Rescue develop and
implement of a formalized training manual that encompasses an umbrella-type system to ensure members
of the Training and Safety Division and company officers can affect clear and defined training.

Nashua Fire Rescue is also a New Hampshire licensed non-transport EMS agency. The Department is
responsible for providing all continuing education for recertification of first responders, EMTs, and AEMTs.

Training Competencies
In order for training programs to be effective, they must be based on proven national and local standards and
best practices. The State of New Hampshire has established the Fire Standards and Training Commission,
which has set the minimum training requirements for firefighters in the state. Training programs are then
approved by the New Hampshire Fire Academy and can then be delivered by New Hampshire certified Fire
Instructors at a local level.

Nashua Fire Rescue requires all firefighters have Firefighter | and II at the time of hire. Members are then
required to complete a five-week internal recruit training program where members learn the standard
operating guidelines and procedures of the Department while refining their firefighting and rescue skills.

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Master Plan Nashua Fire Rescue, NH

Most Fire Officers are certified to the fire instructor and fire officer | level; however, many have completed
fire officer Il. Although this level of training is not a requirement, it provides an added level of support to the
Department as the officers are responsible for training their companies' members.

All members of the department have been trained on the National Incident Management System (NIMS). It
is used on all incidents throughout the city and provides a framework for successful mitigations of all
incidents.

The Department is responsible for providing several areas of specialized rescue training such as high and low
angle rescue, confined space, dive team, hazardous materials, trench, and automobile extrication. These are
very specialized areas of training and response that require constant updates to ensure that members stay
up to date on the latest changes in technology and techniques. Members currently train in the disciplines
throughout the year.

Training Administration

The Nashua Fire Rescue Training Division operates out of the Lake Street Community Fire Station. The
building has a large classroom equipped with modern technology that aids in delivering training programs
and provides a professional environment for adult learning.

The Training and Safety Division is staffed by a Captain, Lieutenant, and an Administrative Assistant. The
division is responsible for the following:

« Facilities management of the fire training grounds, classroom, and equipment areas, and a fire
resource library.

» Management of the Department's hiring process includes recruitment, testing, oral boards, and
background checks.

= Development, evaluation, and delivery of the Department's internal five-week recruit school and
oversite of the nine-month probationary period for new hires.

» The management and delivery of all fire and EMS continuing education programs. This includes the
development and maintenance of training programs and schedules, maintenance of all training
records, certification and licenses, and development of training schedules and objectives.

= The writing of Department policy, the development and implementation of standard operating
guidelines, training bulletins, and performance evaluations.

= The oversight and management of operational safety and incident investigation for calls involving
fire, EMS, and special operations.

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In previous years, the majority of training was administered by the company officers due to the numerous
tasks that fall on the limited staffing of the Training and Safety Division. Beginning in January 2021, asa result
of feedback received during interviews with department membership, quarterly training objectives are being
issued with specific and more detailed descriptions of the tasks to be accomplished. The process is also being
assisted by the Assistant Fire Chief to ensure that these objectives meet the level desired; however, as
Nashua Fire Rescue is extremely lean administratively this is most likely a short-term solution to the issue.
Nashua should evaluate the impact to training and communication within the department as a result of its
current administrative staffing model.

Currently, the Training and Safety Division does not have an assigned budget. This poses a problem for the
addition and delivery of outside training programs that could assist in the development of both firefighters
and officers as a whole. ESCI encourages the integration of outside instructors into the Nashua Fire Rescue
Training Program as it diversifies the perspectives of the firefighters and brings new ideas into the
organization.

The Nashua Fire Rescue Training Program was repeatedly identified by members of the Department as a
significant weakness. The addition of a fourth position within the Division would streamline the delivery of
fire and rescue training as well as the administration of EMS continuing education and the quality control of
the New Hampshire‘s required Trauma and EMS Information System (TEMSIS) reports.

In addition to adding a full-time instructor to the Training and Safety Division, the addition of an online
learning platform such as Target Solutions would allow for more efficiency and better tracking for training
purposes.

Currently, the New Hampshire Fire Academy has online platform called NHOODLE, which provides a variety
of fire and EMS training. With the addition of an online platform, the members of the Training and Safety
Division could deliver training skills sheets and documents that would allow for the optimization of hands-on
training hours. The addition of an online training platform may also alleviate the problem of taking
companies out of service for training while ensuring a robust emergency response capability. This will also
allow for members of the Division to be present for more training evolutions.

Instructors and Instructor Requirements

Nashua Fire Rescue currently uses internal staff for the development and delivery of training. The members
of the Training and Safety Division meet the requirements of NFPA 1041: Standard for Fire and Emergency
Services Instructor Professional Qualifications. Under the current collective bargaining agreement, members
of the department may apply for a position within the Training and Safety Division; however, they are not
required to have either a fire instructor or safety officer certification at the time of appointment.

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Master Plan Nashua Fire Rescue, NH

Training Records and Record-Keeping

NFPA 1401: Recommended Practice for Fire Service Training Reports and Records is the minimum national
standard for departments to maintain training records. The Department previously used IMC to track all
training data. Currently, Nashua Fire Rescue utilizes Alpine Red NMX software to track all training activities.
During the course of conducting interviews with members of the Division, it was apparent that the current
software has been frustrating as it does not allow for easy tracking of training and analytical data. Current
staff in the Division would like to switch to the Target Solutions data platform as it would be much more
efficient in tracking training.

Training Schedule

Based on the services provided, it is very difficult for the Division with current staffing to meet all of the
training competencies for the services that they provide. This is a challenge for countless fire departments
throughout the country. Currently, the Training and Safety Division set forth yearly goals for training, which
is on par with the minimum national standard. This has ensured that the Department meets current
guidelines and keeps its personnel on the cutting edge of ever-evolving techniques and technology.

Strong training programs rely on clearly defined schedules and objectives in order to meet the needs of the
Department.

Training Methodologies

In order to ensure the effective delivery of training programs to the members of the fire department, there
are necessary resources and tools that an instructor must use to meet these requirements. This includes
audio visual technology, a proper classroom environment and a hands-on training facility. Nashua Fire
Rescue currently has these resources in place.

Interviews with Nashua Fire Rescue members revealed that the majority of training is delivered by the
company officer in between emergency responses. This can make it extremely difficult to practice the
manipulative skills that are necessary to ensure that members of the Department remain efficient in the
delivery of highly skilled services. Task proficiency should be reviewed on a continuing basis to ensure that
the members of the department are meeting minimum performance requirements.

Training Facilities

Training facilities are a vital part of reinforcing what members learn in a traditional didactic learning format.
These facilities allow members to apply hands-on learning skills that are a critical component to ensuring the
effective delivery of the vast emergency response capabilities that Nashua Fire Rescue delivers to the city
and its surrounding mutual aid partners.

The current training grounds are located on West Hollis Street at the Four Hills Landfill. ln 2016, Nashua Fire
Rescue applied for and received a Fire Act Grant to replace the previously condemned live fire training
grounds. The grant was written as a regional grant to also offer training to Nashua Fire Rescue’s mutual aid
partners. The new facility consists of a modern Class A and Liquified Petroleum Gas live fire training Conex
building, a standpipe system, SCBA maze, confined space prop, high angle tower, and windows for bailouts.
The training ground also includes a tank car for members of the hazardous materials response team for
training.

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Master Plan Nashua Fire Rescue, NH

ESCI heard from members at virtually every meeting that their access to the training facility was very limited
or, insome cases, almost non-existent. The value of hands-on training in a controlled environment cannot be
understated. Nashua Fire Rescue should coordinate regular use of the fire training facility by all of its
companies to ensure proficiency.

Training Procedures and Manuals

Within the fire service, there are many textbooks and training mediums available that allow for organized
and efficient delivery of various training programs. Often referred to as “canned” programs, they are vital to
ensuring clear and attainable outcomes.

Currently, Nashua Fire Rescue does not have a formal fire department training manual that includes formal
lesson plans for various training competencies that members are required to meet. The addition of a formal
manual for all levels of training to include recruit school, company-level training, and specialized training,
such as dive team and hazardous materials responses, will allow for measurable objectives and formalized
delivery.

Training Oversight

As previously noted, training was repeatedly identified as a major weakness within Nashua Fire Rescue.
Placing the Training Safety Division under the direction of the Assistant Chief of Uniform Professional
Standards will provide the oversight that is necessary to establish and then achieve simple, manageable,
achievable, reasonable, and timely (SMART) goals to systematically improve the Nashua Fire and Rescue
Training Program.

Fire Alarm Division

The Fire Alarm Division is responsible for the installation and maintenance of the municipal fire alarm wiring,
which ties street boxes and master boxes to the fire alarm. The City of Nashua maintains over 875 fire alarm
boxes and hundreds of miles of municipal and fiber optic cabling.

The Nashua Fire Communications Center, part of the Fire Alarm Division, dispatches for Nashua Fire Rescue.
In 2019, the Center created 11,359 fire events and 25,960 medical and non-fire events for a total of 37,319
calls for service. In addition to the Fire Communications Center, the Nashua Police Department staffs its own
communications center. Together, these two communication centers receive and dispatch for the City,
receiving requests directly from callers and from the New Hampshire Bureau of Emergency Communications
E-g11 Center. The Fire Communications Center is staffed by two Administrators and 12 Telecommunicators
working four shifts, with three telecommunicators on each shift.

The Center adheres to the NFPA 1221: Standard for the Installation, Maintenance and Use of Emergency
Services Communications Systems, 2019 Edition, with the following exceptions:

= An exposure hazard (NFPA 1221 Chapter 4, Section 4.2).
= Windows that view public access areas (NFPA 1221 Chapter 4, Section 4.6)

» Primary HVAC Systems (NFPA 1221 Chapter 4, Section 4.4)

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Master Plan Nashua Fire Rescue, NH

The Fire Communications Center is not compliant with the Americans with Disabilities Act, Title Il, as there
is no elevator to the Center, located on the second floor.?7

The Fire Communications Center has five dispatch workstations—three in dispatch and two in the back
conference room, which serves as a backup facility. The backup workstations do not have radio consoles but
do have telephone and CAD. The workstations meet current ergonomic standards, with sit/stand desks and
adjustable keyboard trays. There are eight computer monitors per workstation that are displayed in two tiers.
There is only one keyboard, but three mice at each workstation. All workstations in the Fire Communications
Center are interchangeable, so the dispatchers can sit down at any workstation and perform all job tasks. The
backup workstations are not completely interchangeable.

There are kitchen facilities available for the Dispatchers and a sleeping area if needed during disasters.

Physical Security

The public is not allowed inside the Fire Communications Center building at any time. There are three
windows that look out on public areas, but the glass is not bullet resistant, as required by NFPA 1221, Chapter
4, Section 4.6.4. The walls are not blast-resistant, as required by NFPA 1221 Chapter 4, Section 4.6.5. There
are two locked doors between dispatch and any public areas, and there are closed-circuit cameras that are
looking at access doors, parking lots, and other spaces.

Power

All radio towers and antennas, as well as incoming copper phone lines, are grounded for lightning protection.
An uninterruptable power system (UPS) is supplied for all critical electronics in the building. There is a diesel
backup generator in the parking lot. The parking lot is accessible by the public, and while no bollards are
protecting the unit, the generator doors are locked. The generator is run under a full load once a week. The
diesel tank is 425 liters, or 112 gallons, and is rated at 3.43 gallons per hour. The Fire Communications Center
is able to operate for approximately 30 hours on one tank of diesel. NFPA 1221, Chapter 4, Section 4.7.4.12
requires 72 hours of fuel to be available.

Radio

Nashua Fire Rescue operates on a Motorola 800 Trunked Radio system for primary communications and a
VHF legacy system as a backup system. There are three transmitter sites on the simulcast system. Fire
responders utilize up to five talk groups, and EMS is assigned talk groups. There are five other talk groups
that are available for support. The dispatchers use Motorola MCC 7500 radio consoles, which were last
upgraded in 2018. The only reported coverage issues in the current system are when responders go below
grade (basements, etc.). Digital vehicle repeaters are used to mitigate this deficiency.

27 https://www.ada.gov/regs2010/titlel!_2010/titlell_2010_regulations. pdf.

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Master Plan Nashua Fire Rescue, NH

Computer-Aided Dispatch (CAD)

The Alpine Software CAD system was installed in Nashua in 2017. The system is running Alpine’s Red NMX,
with revisions sent regularly. There are a total of seven CAD consoles in the communications center: Dispatch
Floor (3), Training Room (2), Administrators Offices (2). The Fire Communications Center reported very little
CAD system downtime since the system was moved from a Cloud platform to a local server solution. The
Cloud platform was experiencing multiple issues, so it was decided to convert to a local platform with servers
in the backroom. The CAD system is taken down once a quarter to have the dispatchers go to manual CAD
system for practice. The City possesses its own fiber network, which connects the fire stations to the Center.

Mapping

Maintaining the CAD map is the responsibility of the City GIS and the Fire Department. The map is ESRI-
based, with a Google maps integration. The map uses the ESRI layer to define the city limits, then it changes
to the Google maps option.

Management Information Systems (MIS) and Records Management Systems (RMS)

Alpine Software has both a MIS and RMS module in CAD. NFIRS reports come from the RMS module.
Statistical reports can be generated on request. Dispatchers have access to RMS.

9-1-1

There are two 9-1-1 Public Safety Answering Points (PSAPs) in New Hampshire. These PSAPs are located in
Concord and Laconia. All 9-1-1 calls are routed to one of two sites; additionally, both of the sites back each
other up. They perform all 9-1-1 call interrogation and will perform Emergency Medical Dispatch pre-arrival
instructions if needed. The Fire Communications Center can see when a 9-1-1 call is placed in its jurisdiction
and entered in the 9-1-1 system. This allows the dispatcher to be prepared for events before the call is given
to them. There are two dedicated trunks for call/data transfer from the 9-1-1 PSAP, six 10-digit emergency
lines, eight non-emergency lines, and three business lines call forwarded from City offices.

The State of New Hampshire provides 9-1-1 customer premise equipment (CPE). All 9-1-1 lines are Voice over
Internet Protocol (VoIP). The Fire Communications Center also has copper phone lines as a backup. The
g-1-1 CPE was upgraded in 2020 and includes a management information system (MIS) platform as a part of
the 9-1-1 system.

Fire Box System

The Fire Communications Center monitors the City-wide telegraph fire alarm box system that includes 865
fire alarm boxes. The central alarm station is located in another building separate from the Fire
Communications Center. Box transmissions are relayed to the Center via a Digitizer system.

Mobile Data

The fire department utilizes tablets for mobile data computers in its vehicles. The software application is by
the CAD vendor—Alpine Software, which is running RedNMX—the current version of software. Connection
from the vehicles is through a cellular card to Cloud servers to the CAD system.

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Master Plan Nashua Fire Rescue, NH

Fire Station/Personnel Notification

Fire station alerting is a part of the telegraph fire box system—bells sound in the station when there is an
alarm or fire box activation. The system also controls apparatus bay doors on stations with newer door
electronics, as well as turn on lights in the station. Additionally, the CAD system transmits digital pages when
there is an event. All stations have a CAD status monitor that will display the alarm information.

Response Determinations

The Center uses station (box) order to determine responses. The station orders are predesigned by
administrators then the dispatcher reviews unit availability and response criteria for a response.

Workflow

While there is no operations committee to collect feedback and input from the users of the system, Deputy
Chiefs can ask for changes at any time for temporary solutions. More permanent changes require senior staff
approval or direction.

There is a separation of duties for on-duty staff. Dispatchers receive an assignment of either radio dispatcher
or call-taker. The Center does not track call answer performance or use dispatching protocols as EMD is
performed at the primary PSAP.

Upon answering an emergency call, the call-takers will determine the location and type of event, then send
out a pre-alert on the radio. The event goes into a CAD pending queue for a radio dispatcher to handle.

The dispatcher will announce a new event on a dispatch out-only channel. Then there are five fire, and three
EMS Control/Command channels for use. On average, there are five units on each channel at any one time,
and the dispatchers are required to listen to multiple channels at the same time. There are tactical channels
assigned by the dispatcher on request. The dispatchers are required to monitor the tactical channels.

Quality Assurance (QA)

OA is performed on phone and radio calls, but it is not done consistently. Typically, QA is only done to review
complaints/issues. The administrative staff does the audits. The dispatchers do not receive feedback from
these audits.

Other Duties as Assigned

Despite a recent move to an online option, dispatchers still receive controlled burn questions on Burn Days.
Additionally, dispatchers are responsible for tracking the local hospital status and monitoring the 100
milliamperes system (Fire Alarm Boxes).

Mutual Aid
Dispatchers are required to be aware of their mutual aid partners' unavailability only.

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Master Plan Nashua Fire Rescue, NH

Performance Standards

NFPA 1221 has standards for call answering and call processing. For call answering, the standard is to answer
all emergency lines within 15 seconds, 90% of the time, and 95% of events are to be answered in 20 seconds.”®
For call processing (from time of call answer to fire station notification), events shall be completed in 60
seconds.”? The Center does not track these performance standards.

Center Staffing

The Center has a total of 14 positions—two administrators—a Superintendent and an Assistant
Superintendent and 12 authorized dispatcher positions. The Superintendent reports to the Assistant Chief.
The dispatchers work in four shifts of three telecommunicators. Minimum staffing is three dispatchers. The
dispatchers are represented by IAFF Local #789.Supervisors are scheduled to be added in the new contract
that goes into effect in 2021.

Technical staff work for the City and report to the Information Technology Director. There are two CAD
Administrators/Technicians who are City of Nashua Fire Rescue personnel. These personnel are responsible
for CAD configuration changes. The City has two personnel working on the City of Nashua radio system.

Hiring

The minimum qualification for an entry-level dispatcher is to have previous emergency services experience.
Applicants for a dispatch job must pass screening tests for typing ability, verbal ability, and multitasking.
Applicants also take a basic |O test and a personality assessment. It takes approximately one month from the
job offer to them being in the building ready to start training.

Training

New employees are required to complete an initial two-week training academy that is hosted in house. They
then receive on-the-job training with an on-duty dispatcher. The time it takes to get signed off will vary with
the individual. Each trainee receives daily observation reports to track their progress. The probationary
period is nine months.

Shift Schedules

Minimum staffing is three dispatchers on duty at all times. The dispatchers’ work schedule is a 10-hour day
shift (0800-1800), followed the next day by a 14-hour night shift (1800-0800), then a day off, followed by a
10-hour day shift, then a 14-hour night shift, then three days off. Shifts do not overlap. The busiest hours of
the day are between 1400 hours and 1800 hours. Employees are paid weekly.

Mechanical Division

The Mechanical Division is staffed by a team of three—a Superintendent, an Assistant Superintendent, and
a Mechanic. The Division is responsible for the maintenance and repair of all Nashua Fire Rescue apparatus
and equipment, including:

28 National Fire Protection Association 1221 Standard for the Installation, Maintenance and Use of Emergency Services Communications
Systems 2019 Edition, Chapter 7, Section 7.4.1 www.nfpa.org.
29 National Fire Protection Association 1221 Standard for the Installation, Maintenance and Use of Emergency Services Communications
Systems 2019 Edition, Chapter 7, Section 7.4.3 www.nfpa.org.

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that the City of Nashua's resolution of each matter is satisfactory to Professional Engineer. All
future questions Professional Engineer may have concerning interpretation or clarification of this
contract shall be submitted in writing to the City of Nashua within 10 calendar days of their arising.
The writing shall state clearly and in full detail the basis for Professional Engineer's question or
position. The City of Nashua representative shall render a decision within 15 calendar days. The
City of Nashua's decision on the matter is final. Any work affected by a conflict, error, omission,
or discrepancy which has been performed by Professional Engineer prior to having received the
City of Nashua's resolution shall be at Professional Engineer's risk and expense. At all times,
Professional Engineer shall carry on the work under this contract and maintain and complete work
in accordance with the requirements of the contract or determination of the City of Nashua.
Professional Engineer is responsible for requesting clarification or interpretation and is solely
liable for any cost or expense arising from its failure to do so.

Termination of Contract

A. Termination, Abandonment, Or Suspension at Will. The City of Nashua, in its sole discretion,
shall have the right to terminate, abandon, or suspend all or part of the project and contract at
will. If the City of Nashua chooses to terminate, abandon, or suspend all or part of the project, it
shall provide Professional Engineer 10 day’s written notice of its intent to do so.

If all or part of the project is suspended for more than 90 days, the suspension shall be treated as
a termination at will of all or part of the project and contract.

Upon receipt of notice of termination, abandonment, or suspension at will, Professional Engineer
shall:

1. Immediately discontinue work on the date and to the extent specified in the notice.

2. Place no further orders or subcontracts for materials, services, or facilities, other than
as may be necessary or required for completion of such portion of work under the
contract that is not terminated.

3. Immediately make every reasonable effort to obtain cancellation upon terms
satisfactory to the City of Nashua of all orders or subcontracts to the extent they relate
to the performance of work terminated, abandoned, or suspended under the notice,
assign to the City of Nashua any orders or subcontracts specified in the notice, and
revoke agreements specified in the notice.

4. Not resume work after the effective date of a notice of suspension until receipt of a
written notice from the City of Nashua to resume performance.

In the event of a termination, abandonment, or suspension at will, Professional Engineer shall
receive all amounts due and not previously paid to Professional Engineer for work satisfactorily
completed in accordance with the contract prior to the date of the notice and compensation for
work thereafter completed as specified in the notice. No amount shall be allowed or paid for
anticipated profit on unperformed services or other unperformed work.

B. Termination for Cause. This agreement may be terminated by the City of Nashua on 10
calendar day’s written notice to Professional Engineer in the event of a failure by Professional
Engineer to adhere to any or all the terms and conditions of the contract or for failure to
satisfactorily, in the sole opinion of the City of Nashua, to complete or make sufficient progress
on the work in a timely and professional manner. Professional Engineer shall be given an

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