Documenting No Response Calls

Documenting No Response Calls

Purpose Statement

  1. This article explains how to configure and document “No Response” calls using custom Plus One Codes within the Fire Incident Report. This allows agencies to maintain internal records of non-response situations and meet documentation standards, even when NFIRS does not require an incident to be recorded.

Background Information

  1. Some agencies prefer to document all calls, including those where no response occurred. While NFIRS does not require incident records for canceled calls prior to response, agencies may still choose to track these for internal audits, analysis, or historical accuracy.
AlertNFIRS Guidance
If an incident is canceled before units respond, there is no NFIRS incident to report.
If units respond but are canceled en route, code as 611 – Dispatched & Canceled En-Route.

Important for Validation
NFIRS validation rules currently require at least one person assigned to an apparatus. Agencies must have a fictional user (e.g., Test User or No Response Personnel) to meet this requirement. Under NERIS validation, a user will no longer be required.

Video



Step-by-Step Guide


Fire Incident Setup – Creating Plus One Codes


1. Navigate to Fire Incident Setup
  • Go to Incident Documentation > Fire Incident Setup > Field Management.





2.  Open Custom Field Management
  • Select Custom Field Management.
    • Target Fields:
      • Basic Module / Section C / Actual Incident Type Found
      • Basic Module / Section F / Actions Taken
If these fields already have custom settings, use the pencil icon to edit them.





3. Add Plus One Code to "Incident Type Found"
  • Use the dropdown to find Basic Module / Section C / Actual Incident Type Found.






4. Go to the Values tab.
  1. Click Add Custom Option.


From the Values tab select Add Custom Option.



5. Enter your custom Plus One Code and a Description.
  1. Click Create.


Now type in the new Plus One Code along with a Description to be displayed then select Create.



  1. From the Actions column:
    1. Check the box to activate the code.
    2. Use the Incident Type Helper icon






  1. Selecting the Incident Type Helper icon to define:
    • NFIRS or local definitions
    • Keywords or usage notes


Selecting on the Incident Type Helper icon you are able to add information such as NFIRS or Local Definitions and any Keywords.



6. Add Plus One Code to "Actions Taken"
  1. Use the dropdown to find Basic Module / Section F / Actions Taken.






7. Go to the Values tab.
  1. Click Add Custom Option.


Click on Add Custom Option



8. Enter your custom Plus One Code and Description.
  1. Click Create/Update.



Documenting No Response Calls in a Report


1. Select the Incident Type Found
  1. In the Response > Dispatch tab, find the Incident Type Found field.





2. Begin typing your custom code or scroll to locate it.
  1. Select the appropriate Plus One Code.




  1. If using the list view, you can search by typing or scroll through list then select.






3. Select the Actions Taken
  1. In the Operations section, under Overall Departmental Actions Taken, use the multi-select dropdown.
  2. Find and select your custom code.
 Click outside the dropdown to apply selections.




  1. If using the list view search or scroll and select check box then select apply.




4. Set Apparatus Status
  1. In Apparatus Details, use the Unit Canceled toggle.
  2. Choose either:
    1. Prior to Dispatch Acknowledgment
    2. Prior to En Route
If using CAD, times will auto-populate except for the Cancelled time.




Best Practices

  1. Label custom Plus One Codes clearly (e.g., "No Response - Call Logged Only") to avoid confusion.
  2. Use consistent descriptions across both Incident Type and Actions Taken fields.
  3. Create a "Fictional User" (e.g., Test User) to satisfy validation until NERIS goes live.
  4. Audit reports quarterly to ensure Plus One Codes are used correctly and not misapplied.

Troubleshooting & FAQs

Why doesn't my new code appear in the dropdown?
  • Check if the field already has custom settings. If so, use the pencil icon in Custom Field Management to update it.
Can I skip assigning personnel if no one responded?
  • Not under current NFIRS rules. A user must be attached. Use a fictional or placeholder user.
  • Under NERIS, this requirement will be removed.
Are these codes visible in NFIRS exports?
  • Custom codes may not be recognized in NFIRS exports. They are primarily for internal documentation.

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