Emergency Services Control Room Operator

Emergency services control room operators deal with incoming emergency telephone calls from members of the public. Most operators work in the control room for one of the emergency services - police, ambulance or fire.

They are responsible for:

• dealing with incoming emergency calls and prioritising them
• taking the necessary information from the caller
• recording details of incidents on computer systems
• assessing the urgency and priority of each individual incident
• providing necessary advice and guidance
• deciding on the best course of action
• dispatching an emergency services team to deal with the incident.

Tasks and duties vary between different emergency services, but generally they may also include:

• directing non-emergency calls to the appropriate telephone number
• maintaining contact with the team at the scene of the incident to keep up to date with the situation and ensure staff safety.

Operators work closely with other members of the emergency services such as police officers, fire fighters and emergency ambulance personnel. Operators communicate with them using the telephone, radio and computer systems.

Salaries range from at least £14,000 a year on entry to £29,000 or more a year for some supervisory positions.

Emergency services control room operators work, on average, 37.5 hours a week. Due to the 24-hour nature of the work this is likely to be in shifts. It may include nights, weekends and bank holidays. Part-time work may be available.

Operators work indoors in fully equipped control rooms with a team of other operators.

An emergency services control room operator needs:

• excellent communication skills, both verbal and written
• to be able to take a call accurately and effectively
• to be an excellent listener, able to analyse and interpret information
• confidence with IT and databases
• to work well under pressure and on their own initiative
• to remain calm when dealing with angry or distressed callers
• an interest in people and in helping the local community.

Emergency services control room operators are employed throughout the UK. Key employers include police services, NHS ambulance trusts, fire and rescue services, the armed forces and search and rescue organisations such as the Maritime and Coastguard Service.

There are no set entry requirements for this work. Most employers, though, expect operators to have GCSEs (A*-E) including English, or to demonstrate the equivalent skills and knowledge. Good IT skills and a grasp of map reading and geography may be an advantage.

Employers may look for applicants with relevant experience, such as in community service or customer service. Customer service or public service qualifications may also be useful.

Training for control room staff is mostly on the job, working alongside experienced staff. This may be supplemented by more formal courses.

Progression is to supervisor or team leader. It may be possible to move into training or a different administrative role within the emergency services. Operators may be able to move into customer service work in different organisations.

Further details