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Control measure
Consider salutations

Control measure knowledge

The first verbal contact with the caller plays a vital part in focusing them to give correct incident details as quickly as possible. Salutations support fire control room operators in instantly engaging with a person, so that they can efficiently manage the call.

As calls are received in various ways it is helpful to have a structured approach to answering calls and taking the most important information quickly and efficiently, whilst reassuring the caller.

Strategic actions

Fire and rescue services should:
  • Develop standard procedures for obtaining the most relevant information from callers. This will allow the nearest appropriate resource to be mobilised quickly.
  • Develop survival guidance prompts for fire control room operators

Tactical actions

Incident commanders should:
  • Obtain information from callers using service procedures and use them where appropriate