Contact records provide an organized list of people who have had occasion to be involved with the fire department. People are listed either in red for those with involvement in one or more fire incidents or in black for those involved in other types of incidents.
A history is assembled for each contact. Over time the history of active contacts can become quiet extensive. A field within NFIRS 5 Alive will tell you how many times the contact has been involved with the fire department. If you sort this field you can easily view those who are your most regular customers.
Accurate contact information can be a big benefit for fire investigators. You may wish to export contact data for arson investigations.