Emergency control room operator

Emergency control room operators deal with 999 emergency calls. They work for the ambulance, fire or police service in a control centre. They ask questions to find out what has happened; some might also send emergency vehicles to the scene as needed.

Also known as:

Ambulance dispatcher
Emergency medical dispatcher
Fire control operator
Police call taker

Work activities

Emergency service control room operators answer 999 calls. Their duties vary, depending on whether they work for the ambulance, fire or police service. Whichever service they work for, they all deal with emergency calls in a control centre. They sit at a workstation and wear a phone headset. They ask the caller for all the relevant details such as:

Their name.
Exactly where they are calling from.
What has happened.
If anyone is injured or at risk.

They enter all the details into a computerised system. Callers are often in a state of panic or shock. Control room operators must try to keep people calm; then they can obtain all the information they need to decide how serious the situation is. Operators must prioritise calls according to a set of rules. Some services have people who take the calls and ask the first questions, and also dispatchers whose job it is to send relevant emergency vehicles to the scene. Some services combine the roles of call handler and dispatcher. Some control rooms have computer screens that show operators where the nearest emergency vehicles are. If this is the case, they can keep in touch with the drivers by radio and/or Mobile Data Transmission (MDT), to update them with the latest information about the emergency. Others rely on information through the radio/mobile phone. As the situation develops, they might need to divert other vehicles from less urgent tasks to help out. They might also send a helicopter to the scene or ask other emergency services or agencies to become involved.

Sometimes, control room operators need to help callers while they wait for the emergency vehicle. This could be to help them perform first aid. In more extreme cases, this could be to perform life-saving resuscitation techniques. They might even talk someone through the way to deliver a baby. Fire control operators might need to make sure that the caller evacuates anyone inside a burning building, and that they stay out. Police call handlers might sometimes have to help someone who has been involved in a road traffic collision which is blocking a motorway, or someone who has just witnessed a violent crime, for example. Emergency control room operators need to keep careful records of all calls. These records might be used in court as evidence. They might also have other administrative duties such as keeping daily records of staffing levels and the number of vehicles available.

Control room operators sometimes deal with people who have rung 999 when they shouldn’t have. This might be because:

They have dialled 999 by mistake.
They think the situation is urgent when it really isn’t.
They are hoax callers.

Control room staff use recorded conversations, and trace people via their phone number, to prosecute offenders. Emergency control room operators usually wear a uniform. Operators work shifts, including nights, weekends and bank holidays.

Personal qualities and skills

As an emergency control room operator, you’ll need to:

Have strong communication skills, including clear speech, good hearing and a professional telephone manner.
Understand, respect and deal fairly with people of all ages, types and backgrounds.
Remain calm and reassuring under pressure.
Be able to deal sensitively with members of the public who might be upset, confused or aggressive.
Have a good command of the English language, including accurate spelling.
Have a polite, friendly, efficient and helpful attitude.
Be able to prioritise tasks.
Solve problems and make informed decisions.
Be able to keep clear written records.
Have keyboard and IT skills.
Work on your own and as part of a team.
Be well organised.
Be interested in people’s health, care and safety.
Pay attention to detail.
Follow set procedures and also use your initiative.
Be punctual and reliable.
Be prepared to work shifts, including nights, weekends and public holidays.

The ability to speak another language can be useful. Control room duties can be stressful. You must be resilient, and able to cope with this to perform your duties.

Pay and opportunities

Salaries vary depending on the emergency service, role and responsibility. Emergency control room operators in some services earn in the range of £23,000 - £28,000 a year.

Control rooms operate 24 hours a day, 365 days a year. Emergency control room operators work between 40 and 42 hours a week, depending on the emergency service. They work rotating shifts, including nights, weekends and public holidays. Opportunities for part-time work are available.

Emergency control rooms are found in some towns and many cities around the UK. Some ambulance control rooms have been merged so that not every county has an emergency control centre.

Where are vacancies advertised?

Vacancies are advertised on the NHS Jobs website, on fire and rescue service websites and on police service websites. Vacancies can also be found on job boards, on the Government’s Find a Job service, and in local newspapers.

Entry routes and training

You can enter this career by applying directly for trainee vacancies with one of the emergency services. Age limits apply to this occupation because overnight shift work is involved. For police call taker posts, you will need to have been living in the UK continuously for the past three years.

You could enter this profession by completing a level 3 (advanced) apprenticeship in the role of emergency contact handler.

You might have to pass a hearing test and supply a recent optician’s report before being employed.

Employers provide training for new entrants. This varies according to the emergency service but is likely to last for several weeks. The first few weeks will be learning about the role. Trainees will then start to answer calls; an experienced colleague will sit beside them and supervise them closely until they are judged to be ready to work on their own. There are also relevant college courses. The courses generally cover a variety of subjects including telephone techniques, IT and keyboard skills. Some are more specialist courses.

Control room operators can progress to dispatcher, team leader and control manager posts.

Qualifications

Many employers prefer entrants to have a good general education with some GCSEs at grades 9-4, including English language, maths and sometimes science. Employers often look for evidence of relevant skills, including customer or public service, keyboard skills, number, clerical and general IT skills. Some entrants might have one or more A-levels, or equivalent. A work-related qualification, such as an Edexcel (BTEC) level 2 First qualification or an Edexcel (BTEC) level 3 National qualification, could be useful for entry to emergency control room work.

To enter an advanced apprenticeship, you will need GCSEs in English and maths, although you may be able to complete these alongside your programme.

Adult opportunities

Age limits apply to this occupation because overnight shift work is involved.

Some entrants have a relevant background in call centre operations or customer care work. Candidates with computer keyboard typing skills, good listening skills and clear speech will have an advantage.

A large number of centres offer relevant courses in, for example, IT and keyboard skills. These are available full-time, part-time and by distance learning.

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