Service is the only product a fire department provides to its community. All activity on the company level needs to be directed towards this service delivery. This has to be the starting and ending point with everything a fire company does. The MFC online training Awareness Module provides every firefighter on the department with a set of basic tools and information to deliver excellent customer service along with maintaining their resilience and overall mental wellness throughout a 20 to 30-year career delivering EMS services.

This module is written by both John Brunacini and Tim Dietz and it focuses primarily on the human relations side of managing the customers associated with an EMS incident scene as well as focusing on the entire company creating a culture that helps the members of the crew deal with the negative aspects of the job (seeing dead people) in order to maintain their overall resilience as well as their sanity.

The 4-hour training module is structured around:

1. The overall importance of delivering excellent customer service
2. Enhancing Crew Wellness & Resilience
3. General emergency and EMS scene safety guidelines
4. The “Customer’s” perspective
5. EMS customer service
6. Managing EMS high stress incidents
7. Firefighter resilience and mental wellness

The MFC Firefighter Awareness module uses several different slide types along with inputs on the material from a very diverse group of Subject Matter Experts (SMEs) throughout the training module.

Once completed, the student will have a much greater understanding on what’s going on in the customers head as well understanding the best ways to survive a long and productive career in the fire service.