Becoming a Fire Control Operator

The Control Operator role is a unique and dynamic one.

The working environment can change in an instant from the routine and relaxed to an atmosphere charged with a buzz and tension that comes with a full on emergency. Such situations involve processing numerous numbers of calls, large scale mobilising of resources, working with partners and other organisations and supporting the organisational structure of the incident. Working together as a team to support each other at such times, and all the while learning transferable skills that you'll keep for life and building close personal bonds of a fire family.

What is Fire Control?

A Fire Control Operator is the first point of contact for a member of the public when dialling 999 to inform the fire service of an emergency. Humberside Fire and Rescue Service (HFRS) strive to employ professional, highly skilled, and dedicated Fire Control Operators to ensure we have the right people to deal with varied incidents. The incidents can range from small/large fires, water rescue, animal rescue, road traffic collisions, rescue from height/depth to assisting other emergency services with incidents involving significant threats to life or property.

Fire Control follows a rank structure, this is the same structure as the Fire Crews who work on the fire engines. The structure is:

> Firefighter (Control)

> Crew Manager (Control)

> Watch Manager (Control)

Fire Control Operators play a vital role in supporting an emergency incident. They are there from the first call until the incident is safely resolved

Find out more about the role by clicking the titles below.

Role of a Fire Control Operator

Humberside Fire and Rescue Service (HFRS) Control Operators work in the Control Suite based at HFRS Headquarters in Hull. HFRS cover a large area which includes many possible risks such as, windfarms, airport, rivers, oil refineries, heritage buildings, docks, high rise buildings, motorways, lakes, many rural villages/towns, and airfields.

Fire Control Operators are always prepared and ready to deal with any emergency call.

Their duties include:

Handling emergency and administrative calls
Obtaining clear and accurate details of incident locations and mobilising the correct resources
Passing calls to other agencies, obtaining assistance from, or helping other Services
Informing the appropriate Officers of incidents requiring their attention
Updating incident logs with all messages
A knowledge of specialist equipment and resource requirements for each incident type
Monitoring and maintaining the availability of fire cover across the Humber area
Liaising with Fire Crews at incidents to ensure that they have the required
Updating of social media sites, such as Twitter
Co-ordinating incidents requiring a multi-agency or Emergency Service response
Keeping people calm and giving lifesaving guidance to trapped callers within high-pressure situations
Maintaining comprehensive and accurate records of appliances, equipment and Officer availability within the Humber area.
Undertaking prevention-based activities, including taking Home Fire Safety calls, completing the relevant questionnaire with members of the public and sign posting them to the prevention team
Dealing with out of office issues such as staff sickness, protection and prevention enquiries and reception calls
Undertaking training activities

Requirements for the role

To become a Fire Control Operator you must be at least 18 years old at the time you apply and have the following essential skills.

Keyboard experience with good analytical skills
Have the ability to type at a minimum speed of 30 words per minute
Ability to attain a required standard of proficiency in written and practical educational tests
Ability to communicate effectively with people
Ability to work under pressure
Ability to work with others as part of a close team
Ability to receive and record data accurately
Have a good level of verbal and written communication skills
Experience in dealing with members of the public
Successful contribution to teamwork
Experience of working in a call centre environment
Ability to demonstrate commitment to learning
Have effective customer service skills (internal and external)
Be able to effectively manage data
Ability to work rotating shifts, which include nights, Bank Holidays and weekends
Have a flexible approach in relation to the needs of the role