START Chapter 8.4

8.4 Responding to Emergencies and Alarms

The PBX station is the property’s command center during all emergency situations.
Everyone depends on the PBX operator to stay calm and in control to contact help.
Emergency codes are numbers that identify the type of emergency the property is facing.
Codes are used so private citizens, who may overheard the transmission on their cell phones or other electrical equipment, won’t panic.
Some properties have a manager on duty manual that lists information about handling emergencies.

 Respond to Fire Alarms or Smoke Alarms
PBX operators should remain calm if a smoke alarm goes off.
Most properties have occupancy reports that must be immediately printed so that management will investigate the alarm to find out the nature of the emergency.
Guests call regarding the alarms are reassured that the situation is under control and investigation.

   Responding to Non-Fire Emergencies
Many properties  have an emergency hotline available for guests to use in need.
PBX operators should try to calm the guest so they may give a specific description of the emergency.
If the emergency is life threatening, PBX operators instruct the caller on how to evacuate the area and-if necessary- immediately call 911.
The PBX should stay on the phone until help arrives.

   Respond to Bomb Threats
If a PBX operator receives a bomb threat call, he or she should attempt to communicate the situation to another PBX operator while remaining on the line.
The caller should be kept on the phone as long as possible.
The operator should remain calm and courteous, and should not interrupt the caller nor be the first to hang up.
The operator should try to ask questions.
Once the caller hangs up, the operator should immediately call 911 or the local emergency number.
Walkie-talkies are avoided as they could set off a bomb.

     Respond to Weather Emergencies
PBX operators often have access to weather updates via radio, television, or the Internet.
It is the responsibility of PBX operators to alert the other property departments-security, engineering, and management-if a weather emergency looms.
Guests should be notified of the weather emergency.

   Help Evacuate the Property
PBX operators must remain calm at all times.
Evacuations begin on the floor on which the emergency is happening. It continues with guests on all the floors above that floor.
Ask for cooperation and confirm that guests will do as asked.
Avoid any discussions. If guests  ask for details, simply say that other guests must be called and there is no time to talk. Time is crucial!
If a guest sounds panicky, acts belligerent, or states that he or she will not leave the building, note his so that a firefighter, police officer, or security officer can follow up.
If a guestroom line is busy, interrupt the guest’s call to inform them of the emergency and request the evacuation.
Note on the occupancy report each guest that answers the call and says if they’ll leave the building.
Highlight on the occupancy report the names called.
Do not put calls from outside the property through to guestrooms if the building is being evacuated.

 8.4 Questions

For each of the following statements, write “true” if the statement is correct or “false” if the statement is wrong. Please write all answers on a separate sheet of paper.

1. When a fire alarm sounds, a PBX operator should immediately leave the building.  False
2. The fire captain does not need to sign out the master keys. False
3. When a guest calls with an emergency, he or she should be kept on the line as long as possible.  True
4. If there is a bomb threat, managers should be informed via walkie-talkies.  False
5. Weather emergencies can include hurricanes and tornadoes.  True
6. When evacuating the property, the PBX operator should still put outside calls through guestrooms.  False
7. When an obscene caller calls, the PBX operator should try to keep him or her on the line as long as possible. False