Skip to main content

Developed and maintained by the NFCC

Control measure

Provide a critical contact number

Control measure knowledge

For problems to be resolved quickly it is important for the call handling agency manager and the fire control room manager to be able to communicate and agree on corrective actions that can be taken. This may be necessary in the event of:

  • High call volumes
  • Call surges
  • Extended call answering times
  • Above average call handling times
  • Call handling agency staffing issues
  • Fire control room staffing issues

An additional contingency measure is to establish arrangements with other fire and rescue services, or other emergency services, for them to accept calls from call handling agency managers, in the event that there is no response from the critical contact number for the fire control room manager.

Strategic actions

Fire and rescue services should:
  • Provide a specific number for call handling agency managers to contact fire control room managers to be used if there are emergency call handling problems

  • Consider establishing contingency arrangements with other fire and rescue services for them to accept calls from call handling agency managers

Tactical actions

Incident commanders should:
  • Have an understanding of the critical contact number arrangements that are required for communications