What term describes those who deliver services directly to the public or external customers?

The term that describes individuals who deliver services directly to the public or external customers is line personnel. This group is primarily responsible for executing the core functions of an organization and directly interacting with clients or customers. In a fire service context, line personnel may include firefighters, emergency medical responders, and other first responders who engage with the community during emergency situations.

Line personnel are essential because they represent the organization in the field, providing services that fulfill the mission of the fire department. Their direct contact with the community allows them to assess needs, provide immediate assistance, and accurately communicate the capabilities of the fire service.

In contrast, staff personnel typically support line personnel through administrative tasks, planning, and other behind-the-scenes functions but do not interact with the public in a direct service capacity. Supervisors oversee the activities of line personnel, ensuring that operations run smoothly, while managers focus on broader strategic and organizational goals rather than day-to-day interactions with the public.