The Control Room covers all of West Yorkshire, managing emergency calls from the public and various organisations, including the Police, Ambulance Services, and fire alarm companies.
Control Operators are responsible for handling 999 calls, ensuring that firefighter crews, officers, and their equipment are dispatched to the necessary locations.
Operating 24/7, 365 days a year, Control Room staff work in four teams (watches) on day and night shifts, including weekends and public holidays. Annual leave is scheduled to ensure optimal coverage and maintain maximum efficiency.
Control Operators must be confident communicators and remain calm under pressure. These skills are crucial for gathering information from callers who may be in life-threatening situations, panicking, and under severe stress. Operators work with callers to determine the severity and location of the incident, relay this information to firefighters, and stay on the line to assess risks and provide life-saving fire survival advice when necessary.
Information is entered into specialised software to determine the number and type of firefighters and equipment needed, and to alert station crews about the incident. Control Operators coordinate with crews and, if necessary, other emergency services and authorities (such as the Environment Agency, in cases involving hazardous chemicals) throughout each incident.
They are also tasked with identifying potential malicious or false alarm calls, which can be life-threatening as they divert resources from genuine emergencies.
Control Room employees follow instructions from supervisors and senior officers, working collaboratively as part of a team.
Given the diverse communities in West Yorkshire, the ability to communicate in a community language is a particularly valuable skill for this role.
