How the firefighter saves sims from burning house ?

I am wondering how my firefighter in SIMS 3 saves people in a burning house. I have already put out all the fires and clicked on the doors to break them down with the ax but my sim will not go and save them from the fires. It asks if I want to visit the household but they will not go in the house to save them. I must be missing something somewhere please help. Thanks in advance.