Fire control is at the heart of every emergency response.

Fire control personnel, also known as Fire Control operators or firefighters (control), play a crucial role from the moment a 999 call is received through to its safe resolution. They are responsible for gathering essential information, making calm and informed decisions, and ensuring that fire crews are mobilised quickly and effectively when every second matters.

This is a highly skilled and demanding role that requires professionalism, attention to detail, and the ability to remain composed under pressure. Strong teamwork, integrity, resilience, and clear communication are essential.

Fire Control is more than answering calls. It is a key public service role, with teams working around the clock to help protect life, property, and communities, ensuring incidents are managed as safely and effectively as possible.

Why work in Fire Control

Fire Control operators are critical to every emergency response. It is a role where every decision matters and your actions have a direct impact.

Working in Fire Control means making a difference when people need help the most. It is:

Challenging and varied
No two shifts are the same. You will need to think quickly, remain calm, and use technology to coordinate responses to a wide range of incidents.

Part of a multi-agency response
You will work closely with firefighters, ambulance services, police, and other agencies, playing a central role in supporting and coordinating emergency operations in real time.

Important at key moments
You will often be the first point of contact during some of the most difficult situations people experience. Providing clear guidance and making accurate decisions can have a significant impact on outcomes.

Team focused and purposeful
You will be part of a supportive and close-knit team with a shared goal. Every shift involves working together under pressure and contributing to the safety of the community.

What fire control does

Fire Control is the first point of contact for 999 calls to the fire and rescue service. Operators manage incidents from the initial call through to their conclusion and provide ongoing support throughout.

Fire Control personnel:

• Receive and manage 999 emergency calls
• Mobilise fire and rescue resources
• Communicate with other emergency services and partner agencies
• Monitor and manage radio and communication systems
• Support incidents from start to finish and maintain accurate records
• Collect and record data to support learning and improvement
• Handle non-emergency calls and general enquiries
• Carry out additional duties related to the day-to-day running of the service
• Take part in ongoing training and development

Fire Control manages calls to a wide range of incidents, including fires, flooding, road traffic collisions, wildfires, and major emergencies. Many of these calls come from people who are distressed, frightened, or in difficult circumstances. Operators must be able to respond calmly, communicate clearly, and provide reassurance in challenging situations.

Comprehensive training is provided to prepare individuals for the role, including how to manage complex or distressing calls. Ongoing support is also available to ensure staff are supported following particularly challenging incidents.

How do I apply?

Vacancies will be advertised on our WMJobs page.

Further information about the role is available on the NFCC Website.

Information about open days will be shared in advance, giving you the opportunity to visit the control room, learn more about the role, and ask questions before applying.

Selection process

Applications are shortlisted based on how well candidates meet the key requirements outlined in the job description.

If shortlisted, you will be invited to attend an assessment day, which includes:

• A typing test (minimum 30 words per minute)
• Call handling role play assessments
• An interview