Bush Fire Information Line

Scope

This Operational Guideline outlines the function, operation and escalation arrangements of the Bush Fire Information Line (BFIL) – accessible via 1800 NSW RFS or 1800 679 737.

The BFIL provides members of the public the ability to obtain information relating to the operations of the NSW Rural Fire Service (RFS) on a 24/7, year-round basis. Members of the public can access pre-recorded information, be transferred to sections and units within the RFS, or speak to a customer service operator directly.

Fundamental Protocols underpin the actions of all RFS members and must be adhered to at all times. They outline the Principles of being an RFS member and provide guidance on conduct to support the safety and wellbeing of members.

Guiding Principles

• When the BFIL Call Centre is activated, Bush Fire Information Line Operators (BFILOs) are authorised to communicate specific incident information available from sources such as:
  • Incident Control Online (ICON);
  • RFS website;
  • Bush Fire Information Line Coordinator (BFILC) and Bush Fire Information Line Team Leader (BFILTL);
  • State Public Information Unit (SPIU);
  • State Duty Media Officer (SDMO);
  • State Duty Operations Officer (SDOO); and
  • State Operations Controller (SOC)/Deputy State Operations Controller (DSOC).
• In particular, BFILOs can provide further clarification and incident information to members of the public who have received an Emergency Alert (EA).
• Information on the reason for the activation and what information is to be disseminated, is to be provided to the BFILTL and BFILOs on arrival. The BFILTL will also be advised of any public information being issued.
• Where members of the public provide new information relating to an incident, the BFILTL will ensure this information is provided to the BFILC, who will further disseminate this information to the SDOO, SOC/DSOC, relevant Major Incident Coordinator (MIC), or where appropriate, refer the call to 000.
• BFILTL and BFILCs are required to monitor call rates and issues and make recommendations to the SDOO or SOC/DSOC when there is a need to activate additional BFIL escalation arrangements.
• To provide additional capacity, arrangements to escalate to the NSW Public Inquiry and Information Centre (PIIC), managed by the NSW Police Force (NSWPF), and to Service NSW are in place.

Special Considerations

• During normal operational activity, calls to the BFIL are answered by the Operational Communications Centre (OCC), if not redirected prior to:
  • pre-recorded information on current major incident activity/major fire updates;
  • pre-recorded information on current Total Fire Bans (TOBANs);
  • the Community Engagement team to discuss preparing yourself, family and home for a bush fire;
  • the Planning and Environment Services team for advice on building development;
  • the Membership Services team for information on volunteering; or
  • the Fire Investigation and Compliance Unit (FICU) to report cigarette butt littering.
• During heightened operational activity, the BFIL provides members of the public with pre-recorded emergency information and advice regarding specific incidents. Members of the public can also speak with a BFILO to seek guidance during an emergency.
• During actual or forecast heightened operational activity, the Director State Operations (DSO), SDOO or SOC/DSOC may direct that overflow arrangements to the BFIL Call Centre be activated.
• The BFIL Roster and Call Out List are located in the fire season folder within the BIFL Teams channel.
• A BFIL manual is available in the BFIL Call Centre and is also located at the BFILC’s desk.
• Once the BFILTL and BFILOs are in place and logged in to the phones in the Hunter Room (Meeting room – L4, HQ) the BFIL calls will be redirected to the Hunter Room.
• All BFIL systems and processes including activation to the PIIC will be tested at least annually prior to the Bush Fire Danger Period (BFDP).

Related Information

• Nil