The primary function of an Emergency Call Handler – Firefighter (Control) is to act as a link between the public and operational firefighters on the 50 fire stations throughout the county, together with the various senior officers and sections within the service.
This involves the reception of 999 calls, direct contact with other emergency services and agencies, the use of a radio system and a computer-aided mobilisation system to the fire stations throughout the counties of Dorset and Wiltshire.
We work within a Network Fire Service Partnership (NFSP) with Devon & Somerset Fire and Rescue Service, and Hampshire and Isle of Wight Fire and Rescue Service which allows Emergency Call Handlers – Firefighter (Control) to answer emergency calls and mobilise resources across the Partnership.
In a service that frequently deals with life and death situations, there is obviously a need for constant monitoring and updating of systems and information. This falls within the remit of the Emergency Call Handler – Firefighter (Control) in the form of daily testing of communication equipment, identifying faults and informing appropriate officers and other agencies and the constant updating of the various databases used within the control room environment.
Similarly, the life and death situations mean that the person making the emergency call is frequently in a distressed state and it often means that the Emergency Call Handlers – Firefighter (Control) must remain calm and show sympathy, tact and understanding to obtain the essential information that the service needs.
The Control team is split into four Watches, (red, blue, green, and white) and cover is required 24 hours a day, 365 days of the year, achieved by four Watches on a rotating shift pattern averaging 42 hours per week. This is covered by staff working two consecutive days 0800-1800, followed by two consecutive nights 1800-0800, and four days off. This includes weekends and bank holidays.
All Emergency Call Handlers – Firefighter (Control) are trained to a very high standard and will be required to complete an intensive initial training course before joining a Watch.
This Rolemap outlines the varied responsibilities and duties expected of Emergency Call Handlers – Firefighter (Control).