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The role of Fire Control
A Fire & Rescue Service control room provides the essential link between handling emergency calls and deploying the appropriate resources to deal with the situation. Fire Control also monitor emergency situations and respond to requests for additional help or services as required.
Being at the hub of an emergency service
As emergencies can occur at any time of the day or night, control staff provide cover 24 hours a day, 365 days a year via a locally agreed shift pattern. Most staff work a system of providing both day time and night time cover, although the hours of work vary between Fire & Rescue Services, in some there are opportunities for part-time working and/or job share.
A control operator's role includes:
- Effectively and efficiently handling emergency and administrative calls.
- Obtaining clear and accurate incident details to enable mobilisation of appropriate resources in accordance with Fire & Rescue Service policy.
- Providing appropriate advice to callers.
- Maintaining contact with resources providing information to the incident as required e.g. information regarding hazardous substances.
- Ensuring adequate resources are available to maintain fire and emergency cover.
- Liaising with other fire authorities, services and organisations regarding incidents and their involvement and inform the incident accordingly.
- Obtaining and updating details of resource, appliance and equipment disposition and staffing, ensuring any equipment defects, accidents to vehicles or personnel are reported.
- Testing and maintaining communication and mobilising equipment to ensure operational readiness
- Tracing calls through operator call handling centres and managing mobile phone and other call reduction strategies.
- Supporting national and local initiatives and activities.
- Gathering of statistics and general administrative duties.
Fire & Rescue Service Control Room staff receive and record
emergency calls from members of the public and other sources. They
determine the nearest and most appropriate resources based upon
current policy and geographic considerations and then alert and
deploy those resources.
Staff are responsible for providing ongoing support in respect of
resources and equipment e.g. if additional resources are needed
such as specialist equipment, different types of fire tender or key
information, the control centre take the requests and provide help
as necessary.
Staff work to a locally determined policy, but within a framework
of nationally determined pay and conditions.
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