Master Plan Nashua Fire Rescue, NH
When asked in the survey what was the best method for communications within Nashua Fire Rescue, the two
most common responses were email and face-to-face communications. Many of the respondents felt that
these two forms of communication were best used in tandem. There were multiple requests for start-of-shift
briefings so that everyone knows what to expect. There was a common theme in the responses that some of
the current Deputy Chiefs regularly visit the station in person more often than others. There was a perception
that the crews who received personal visits from the deputies were better informed than those who only
received emails.
External Communications Processes
Externally, Nashua Fire Rescue maintains a website to provide information to its customers, but it does not
have a formal citizen feedback/input mechanism in place to receive necessary end-user feedback. The
department uses Facebook (2,000 followers) and Twitter (3,000 followers) in an effort to communicate key
information to its customers. Historically, successful fire departments have used a community newsletter to
communicate with the citizens of their jurisdictions. Now, these same agencies have begun to transition to
social media platforms as the customer base has begun to express an expectation of digital communication
and in a more real-time environment.
ESCI recommends that Nashua Fire Rescue continue to develop its social media presence in an effort to
provide information to, and receive information from, its customers. It is also recommended that Nashua Fire
Rescue evaluate the use of a survey tool to collect performance feedback of those citizens who have used the
services of Nashua Fire Rescue. The gathering of information directly from these individuals will allow
Department and City leadership to key in on specific performance issues that allow for intervention in a
timelier manner, as well as highlight those performance issues that customers indicate as being of high value.
Reporting and Recordkeeping
Nashua Fire Rescue uses reporting and recordkeeping processes and procedures generally considered
consistent with the practices observed in most fire departments across the United States. These records
include patient care reports, emergency incident reports, as well as equipment service and maintenance
records. Service records include those conducted internally as well as those completed by external service
providers for critical equipment, including annual ladder testing and self-contained breathing apparatus
(SCBA) units.
Document Control and Security
The Department has established processes and procedures for the security of both digital and hard copy
records. All digital records are backed-up locally as well as off-site.
Nashua Fire Rescue has implemented computers at all fire stations to use in recording incidents, accessing
emails and Department operating procedures, and recording equipment inventories. At the time of this
report, the Department did not have a formal IT management strategy in place.
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