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Control measure
Provide a critical contact number

Control measure knowledge

For problems to be resolved quickly it is important for the call handling agency and the fire control room manager to be able to communicate. This will be undertaken where call volume is high, call handling times are significantly longer than usual or the call handling agency has staffing problems.

(PECS Code of Practice, January 2011)

(Code of Practice for the Public Emergency Call Service 2009 V1.5 2011)

Strategic actions

Fire and rescue services should:
  • Provide a specific number for call handling agency managers to contact fire and rescue service control supervisory managers, when there are any emergency call handling problems such as call surges, call answering times, staffing difficulties and other problems, so that corrective actions can be agreed
  • Enter into agreements with other fire and rescue services to accept calls from call handling agency managers where the call handling agency manager is unable to get a response from the critical contact number

Tactical actions

Incident commanders should:
  • Implement procedures for dealing with calls originally directed to another fire and rescue service or other critical contact number