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Developed and maintained by the NFCC

Control measure

Effective handling of emergency calls

TRAINING SPECIFICATION

Knowledge and understanding

Control measure element Learning outcome

Emergency call management

Understand:

  • The systems and process used to gather information from callers
  • The importance of recording accurate details to support the mobilising of resources

Salutations

Understand:

  • How to use salutations to engage with callers, in order to effectively manage calls

Structured approach

Understand:

  • How using a structure approach helps to gather information and reassure callers

Call challenging

Understand:

  • How to use targeted questions to:
    • Determine if details need to be amended
    • Assess if calls are genuine

Duplicate calls

Understand:

  • How to use information gathering to determine whether or not a call relates to an incident for which attendance has already been mobilised
  • When to record information as a second incident, and what action should be taken to avoid confusion for mobilised personnel

Filtering

Understand:

  • How to use information gathering to filter out calls that do not require fire and rescue service attendance
  • When it is appropriate to provide callers with advice on appropriate agencies or organisations for them to contact

Relay UK

Understand:

  • How to handle calls from text users of the Relay UK service

Call interpreting services

Understand:

  • Methods for handling calls from non-English speaking callers
  • How to contact agencies that provide interpreting services

Silent Solution calls

Understand:

  • How to handle Silent Solution calls if misrouted to the fire control room

Practical application

Control measure element Learning outcome

Obtain information from callers to support prompt and accurate mobilising of resources

Fire control personnel: Demonstrate the ability to:

  • Use appropriate methods to engage with and gather information from callers requesting assistance

Understand how to handle calls presented via the Relay UK service

Fire control personnel: Demonstrate the ability to:

  • Handle a call from a text user that is received from the Relay UK service

Identify the need for a call interpreter and request assistance from the designated agency

Fire control personnel: Demonstrate the ability to:

  • Use alternative methods to communicate with non-English speaking callers
  • Contact appropriate agencies if interpreting services are required

Understand the Silent Solution call process, and hand any potential Silent Solution calls over to the police force control room

Fire control personnel: Demonstrate the ability to:

  • Transfer Silent Solution calls to the police force control room on an urgent basis