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Control measure

Use technology to locate the caller and the incident

Control measure knowledge

Locating the caller and the incident can be assisted by using technological solutions, in addition to the caller’s description of the location, enabling fire control personnel to mobilise resources more effectively.

Enhanced information service for emergency calls

Enhanced information service for emergency calls (EISEC) enables fire control personnel to confirm the caller's location. This is a critical first step in the call handling process, as if the call cuts off the location will be unknown.

EISEC technology, provided by call handling agencies, displays the billing address of the landline being used to make the call to the fire control room. This technology can also be used to locate a mobile phone caller, identifying the cell network from which they are calling. This is particularly useful when callers are reporting incidents on the transport network and do not know their exact location.

Calling line identification (CLI)

Calling line identification (CLI) allows the person receiving the call to see the caller’s number. This helps to reduce the dialogue required between fire control personnel and the caller, providing greater speed and accuracy.

Live video streaming

Live streaming, such as the initiative called ‘999eye’, allows video footage or images to be sent directly from a caller’s smartphone to the fire control room. GPS co-ordinates are also delivered, helping to pinpoint the exact location of the incident.

Locating applications

There are many applications that can help callers to provide information about their location when they require assistance. One example is the what3words application, which enables callers to provide a three word address that can be interpreted into a precise 3m2 location.

Strategic actions

Fire and rescue services should:
  • Consider providing fire control rooms with technological solutions to locate the caller and the incident

Tactical actions

Incident commanders should:
  • Use available technological solutions to help locate the caller and the incident