The Control Room serves the whole of West Yorkshire, dealing with emergency calls from members of the public and organisations such as the Police and Ambulance Services and fire alarm companies. Control Operators handle 999 calls, ensuring that firefighter crews, officers, and their equipment are sent to where they’re needed.
Operating 24 hours a day, 365 days a year, staff working in the Control Room work day and night shifts in four teams (watches). They also work during weekends and Public Holidays. Annual leave is allocated to ensure there’s the right level of cover to keep the Room operating at maximum efficiency.
To be effective, Control Operators need to be confident communicators and remain calm under pressure. These skills are vital as they need to be able to gather information from callers who may be in a life threatening situation, panicking and under severe stress. The Operators work with callers to find out the severity of the incident and where it’s taking place. They then pass this information to firefighters. They stay on the phone, assessing any risks faced by the caller, sometimes giving life-saving fire survival advice.