Our Agency

The Oregon State Fire Marshal is your trusted partner in fire safety and emergency response throughout our beautiful state. With a proud history dating back to 1917, we are dedicated to protecting our communities from the devastating impact of fires and hazardous materials.

Our mission is simple yet crucial: to protect people, property, and the environment from fire and hazardous materials. We strive for excellence in every aspect of our operations, working tirelessly to ensure that Oregonians can live and thrive in safe and resilient communities. At the heart of our efforts are our highly trained and dedicated professionals. Our dynamic team upholds the highest standards of professionalism, integrity, and service.

As the leading authority on fire safety and emergency response in Oregon, we collaborate closely with local fire departments, government agencies, community organizations, and our fellow Oregonians to promote fire prevention, provide training and resources, and coordinate emergency response efforts.

Through our comprehensive programs and initiatives, we empower people, businesses, and communities to take proactive measures to reduce the risk of fires and other emergencies.

From inspections and enforcing fire codes to educating the public and coordinating disaster response, we are dedicated to making Oregon a safer place for all.

How we got here

timeline of the osfm history

State Fire Marshals

Mariana Ruiz-Temple 2020-Present	Nancy Orr 2004-2008	Olin L. Greene 1982-1990
Jim Walker 2014-2020	Robert L. Garrison 2001-2004	Clyde W. Centers 1974-1981
Mark Wallace 2011-2014	Robert T. Panuccio 1994-2000	C. Walter Stickney 1963-1973
Randy R. Simpson 2009-2010	Everett G. Hall 1990-1993

Our Values

Integrity We believe in being honest, fair, and doing the right thing in everything we do. Dedication We are committed to performing our work the best we can to support our mission, customers, stakeholders, the public, and each other.	Partnerships We believe our success and the success of others depend on collaboration with our stakeholders. Service to Others We believe that serving others is a cornerstone of our mission and our day-to-day work, and is all-inclusive.
Leadership We are committed to being a leader in the Oregon fire service, leading our organization, and leading ourselves as individuals in our day-to-day work.

Our Vision

A prepared, protected, and resilient Oregon.

Our Vision for Our Future

As we mark three years of growth as a new agency with new programs, we stand on the strong foundation of 109 years of public safety service, partnerships, and community impact. Looking ahead to the next five years, we will build on this momentum by advancing our mission, strengthening our systems through data and technology, and expanding our reach.

LEADERSHIP IN COMPREHENSIVE SAFETY AND RESILIENCE PROGRAMS

We envision an agency recognized as a leader in comprehensive safety and resilience programs. We will advance a culture of professionalism, innovation, and operational excellence; strengthen high‑quality safety services; empower our workforce with modern technology and data‑driven tools; and deliver exceptional service that protects communities, supports our partners, and meets the evolving needs of Oregon.

FISCAL STABILITY AND ACCOUNTABILITY

We envision an agency grounded in fiscal stability, where strong internal audit functions, established processes, and sustainable funding streams ensure that every program is built on a foundation of accountability, transparency, and long‑term resilience.

SUCCESSION PLANNING AND WORKFORCE DEVELOPMENT

We envision an agency that grows its own leaders and teams whenever possible. Clear career pathways, intentional development, cross‑training, and equitable recruitment practices will create opportunities for a diverse, skilled, and future‑ready workforce.

MODERNIZING FIELD ENFORCEMENT THROUGH TECHNOLOGY AND DATA

We envision an agency that modernizes its regulatory and safety enforcement programs through technology, data, and innovation, creating consistency in practices and data, efficiency in work, and an aligned approach to agency regulatory philosophy and its impact on Oregonians.

STRENGTHENING AND MODERNIZING THE OREGON FIRE MUTUAL AID SYSTEM

We envision a strengthened and modernized Oregon Fire Mutual Aid System, led by the state fire chief and a clear governance structure that supports Oregon’s fire service by providing guidance, standardized mutual aid systems, coordination tools, and policies.

INTEGRATING FIRE ADAPTED OREGON ACROSS THE AGENCY

We envision an agency where Fire Adapted Oregon is fully integrated across programs, creating seamless connections between divisions, aligning expertise, and delivering unified, partner‑focused solutions that advance community wildfire resilience through data, education, and collaboration.

ADVANCING PUBLIC AFFAIRS, ANALYTICS, INTELLIGENCE, RESEARCH, AND PARTNERSHIPS

We envision an agency where public affairs, the Center for Fire Analytics, Intelligence and Research, and strong external partnerships are embedded in everything we do. Evidence‑based decision‑making will guide our actions, expand our reach, and strengthen the way we communicate our work with clarity, credibility, and purpose.

Download a print-only version of the Vision for Our Future.

Customer Service Contact Information

Phone number: 503-378-3473
Email address: ask.osfm@osfm.oregon.gov

Walk-in service location & mailing address: 3991 Fairview Industrial Dr. SE, Salem, OR, 97302
Operating hours/customer-facing service hours: Monday-Friday, 8 a.m. to 5 p.m.
Call or email to schedule agency services.

Click the tabs below to view each section of the Oregon State Fire Marshal's Customer Service Policy. You can also download a print-only version: OSFM's customer service policy

OSFM Customer Service Policy

Purpose

The Oregon Department of the State Fire Marshal (OSFM) is committed to providing high quality, accessible, and responsive customer service.

Scope

This policy applies to all Oregon Department of the State Fire Marshal employees.

Policy

1. Oregon State Fire Marshal employees work together to protect people, property, and the environment from fire and hazardous materials. Employees deliver customer service to all Oregonians through prevention, preparedness, response, and regulatory services.

2. Ninety-seven percent of Oregonians live within the state's 300+ structural fire protection jurisdictions. OSFM’s core customers include all Oregonians, who are served through cooperative efforts with local fire departments and direct services.

3. OSFM customers also include structural fire departments, with customer service being provided through planning, data resources, and educational materials.

Professional Workplace Communications

4. OSFM will cultivate a professional workplace and provide excellent customer service by striving to follow these standards:

A. Answer correspondence (including mail, email, and online messages) with clear, accurate, and timely information. Acknowledgement must be made within one business day.

B. Serve people as promptly as possible in all offices.

C. Provide current information about programs and services on agency websites.

D. Answer telephone calls quickly and offer helpful information.

E. Acknowledge receipt of inquiries within one business day and respond typically within three business days.

F. Provide regular, timely updates on inquiries that take longer than one week to resolve.

G. Whenever possible, make information and services available to everyone, including individuals with disabilities or who request assistance in another language.

Inclusive Customer Access

5. OSFM will provide public access locations, office hours, contact phone numbers, mailing addresses, and email addresses on the agency website. The information will be reviewed at regular web team meetings to ensure accuracy.

A. For any scheduled closures that deviate from the posted office hours, the agency shall update the website, reception voicemail, social media channels, and share the schedule deviation through a media advisory.

B. For unplanned closures, OSFM will follow State HR Policy 60-015-01 Temporary Interruption of Employment.

6. The website shall also contain information on how to schedule an appointment.

7. OSFM shall provide inclusive customer access by complying with:

A. The Americans with Disabilities Act (ADA).

B. Enterprise Information Systems’ (EIS) E-Government Guidance.

C. Agency procedure on use of language interpretation for individual communication.

Responsiveness

8. OSFM employees will acknowledge receipt of voicemail, text messages, and email within one workday per DAS Policy 107-001-040. This does not include phishing and spam interactions.

9. Employees unable to reply within this timeframe shall update their voicemail greeting and email autoreply with details about when the employee will return and an alternate contact name, phone, and email of who can provide responsive assistance while the employee is not available.

10. OSFM employees are responsible for ensuring professional workplace communication is maintained during interactions with customers.

11. Division administrative specialists are responsible for retrieving paper mail and ensuring it is routed in a timely manner.

Customer Service Strategy

12. OSFM is dedicated to serving all Oregonians and visitors by delivering the highest quality customer service. We are committed to continuous improvement by regularly seeking feedback from our partners to ensure we meet or exceed the expectations of those we serve.

13. The OSFM customer service strategy is embedded in the agency strategic plan, found on the agency website. The customer service strategy includes:

A. Service level goals based on customer feedback.

B. Data analytics and reporting capabilities to support data-driven decisions.

C. Identification of self-service and accessible tools.

D. Identification of root causes of calls and emails and plans to address them.

E. Communication channels that include self-service options.

F. Continuous improvement processes to ensure that service delivery is keeping pace with customer expectations.

G. Continuous identification and measurement of diversity, equity, and inclusion strategies.

14. The agency strategic plan is integrated into the daily operations of each division, ensuring that all employees are contributing toward common goals including customer service.

A. Annually, a full review is conducted to evaluate progress toward strategic plan goals.

B. Annual reporting on the strategic plan is submitted to the DAS Strategic Initiatives site.

15. The customer service Key Performance Measure will include an annual survey to measure customer satisfaction and to understand the agency’s success in delivering quality customer service. Annual targets are established using the previous year’s performance.

Training and Compliance

16. All OSFM employees shall review and acknowledge this policy once per biennium.

17. Additional training for staff may be offered to improve customer service performance on an as needed basis.

18. Questions relating to this policy should be sent to the Business Services Director.

Definitions

19. Customer – Any individual who interacts with OSFM, internal or external.

20. Customer Service – Timely, accessible, equitable, and responsive support-based interactions between OSFM and customers.

21. Key Performance Measures (KPM) – Performance measures designed to improve the efficiency and effectiveness of state programs and services.

22. Professional Workplace Communications – Exchanges of information that are inclusive, respectful, professional, and in alignment with OSFM’s values.

Office Locations

Headquarters
3991 Fairview Industrial Drive SE
Salem, OR 97302

Bend Office
19797 Village Office Court
Bend, OR 97702