999 Procedure

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Fire Control Room

When a 999 call is made requiring Emergency Fire Services a BT operator will hand the call over to Fire Control. Below is an outline of the typical procedure.


1. Incident happens
2. Incident reported using 999 number

A caller reporting an incident using 999 will be answered by a BT operator.

3. BT operator ascertains from the caller that the Fire Service is required
4. BT operator contacts the Fire Service Control Room

A siren alert accompanied by a red flashing light signals an incoming emergency call in the Control Room and a Control operator then picks up the call.

5. BT operator passes the Control operator the telephone number from which the emergency call has been made
6. The telephone number is recorded and the call is passed to the Control operator

The call is recorded and if a hoax is suspected the caller may be challenged.

7. Control operator speaks directly to the caller and requests details of the incident

Typically these details are the incident type (e.g fire, Road traffic collision, automatic alarm etc), the location of the incident (the system used by Control can match on either a street name or a parish name) and any additional information, such as more specific details of what is involved in the incident.

8. If necessary fire appliances are mobilised by the Control operator whilst still speaking with the caller

So that they can be on their way to the incident as quickly as possible.

9. Any additional information can be passed to the appliance crews via the radio system
10. Fire appliances and crews arrive at incident

steve [dot] jones [at] shropshirefire [dot] gov [dot] uk (Steve Jones)
Fire Control Manager
Telephone: 01743 260 200