Purpose Statement
The Custom Requests feature allows Community Connect and High Hazard portal users to submit requests directly to their fire department through a centralized location.
Users can select an available request type, provide the required information, attach supporting documentation when necessary, and submit their request electronically.
This feature simplifies communication between community members and fire departments by providing one location for multiple request types.
Background Information
Fire departments can configure custom request types to collect information from their community.
Rather than displaying a separate card for every request type, Community Connect consolidates available custom request types into a single Custom Requests card.
Depending on the department's configuration, users may see different request types and questions.
Each request type can have its own:
Name and description.
Questions and answer options.
Required information.
Attachment requirements.
Request statuses.
When a request is submitted, the fire department can review it and update its status.
Users receive an automatic email notification when the request status changes.
Required Permissions
No additional First Due administrative permissions are required to submit a custom request through the Community Connect or High Hazard portal.
Users must access the appropriate portal.
Available request types depend on the department's configuration.
Video
Step-by-Step Guide
Step 1: Access Community Connect
1. Open your account and locate the Custom Requests card.
Step 2: Start a New Request
1. Select Add Request.
2. Review the available request types.
3. Select the request type that best matches your needs.
4. The request form opens with the questions configured by your fire department.
Note: Available request types vary depending on your fire department's configuration and the portal being used.
Step 3: Complete the Request Form
1. Review the questions displayed on the form.
2. Enter the requested information.
3. Complete all required questions.
4. Select the appropriate answers when multiple options are available.
5. Review your responses for accuracy.
Important: Required questions must be completed before the request can be submitted.
Step 4: Upload Attachments
1. If attachments are enabled, locate the attachment area.
2. Upload the requested supporting files.
3. Confirm that the necessary attachments have been included.
Note: Some request types require attachments. If an attachment is required, the request cannot be submitted until the requirement is satisfied.
Step 5: Submit the Request
1. Review the information entered on the form.
2. Confirm that all required questions and attachments have been completed.
3. Select Add.
4. The request is created and assigned its initial status.
The fire department receives the request for review through First Due.
Step 6: Receive Request Status Updates
1. After submitting a request, the fire department can review and update its status.
2. When the status changes, an automatic email notification is sent to the requester.
3. Review the email for the updated status and request details.
4. Use the portal link in the email to return to Community Connect.
Note: The available status names depend on how the fire department has configured the request type.
Best Practices
Select the correct request type. Review the available options before starting a request.
Provide accurate information. Complete all questions as thoroughly as possible.
Include supporting documentation. Attach relevant files when requested.
Review before submitting. Verify your answers to help avoid delays.
Monitor email notifications. Status updates are communicated automatically by email.
Contact your fire department when needed. If you have questions about a submitted request, follow your department's established communication procedures.
Troubleshooting & FAQs
Why can't I see the Custom Requests card?
The Custom Requests feature may not have been configured for your portal, or there may not be an Active, Published request type available. Contact your fire department for assistance.
Why isn't the request type I'm looking for available?
Fire departments control which request types are published and made available through their Community Connect or High Hazard portals.
Why can't I submit my request?
Confirm that all required questions have been answered and any required attachments have been uploaded.
Do all requests require attachments?
No. Attachment requirements depend on how the fire department configured the selected request type.
Will I receive an email when my request status changes?
Yes. When the fire department updates the request status, First Due automatically sends an email notification to the requester.
Can I submit multiple types of requests?
Yes. The Custom Requests card provides access to the request types made available by your fire department.
Can I submit a request through the Business Portal?
No. Custom Request Tiles are supported through Community Connect and High Hazard portals, not the Business Portal.