999 Procedure
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 | ||||||||
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A caller reporting an incident using 999 will be answered by a BT operator. |
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| 3. BT operator ascertains from the caller that the Fire Service is required | ||||||||
| 4. BT operator contacts the Fire Service Control Room | ||||||||
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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. |
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| 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 | ||||||||
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The call is recorded and if a hoax is suspected the caller may be challenged. |
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| 7. Control operator speaks directly to the caller and requests details of the incident | ||||||||
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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. |
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| 8. If necessary fire appliances are mobilised by the Control operator whilst still speaking with the caller | ||||||||
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So that they can be on their way to the incident as quickly as possible. |
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| 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
