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----------------------------------------------------------------------------------------------------------------------------------------------------------- APPENDIX 1
Communications
and Mobilising
Control Staff - Training, Competence
and Promotion
Fire Authorities have a legal duty to ensure per-
means of fulfilling those needs, thereby providing
sonnel are adequately trained. The Fire
a quality service.
Services Act of 1947 Section 1(1) states "Every
Fire Authority shall secure... the efficient train-
Training for control personnel has always been
ing of the members of the Fire Brigade".
hindered by the small numbers of staff available,
and the need to maintain cover in the Control
Training should be appropriate to the position held
Centre. Training is usually watch related and car-
and must develop and consolidate the skills,
ried out at the normal place of work, this ensures
knowledge and attitude of personnel to allow them
the maximum number of personnel available. For
to deal with a wide range of situations both effi-
these reasons Brigades should consider the provi-
ciently and safely.
sion of a Training Officer, and/or Watch training
days away from control.
The ever increasing number of emergency calls,
and increased managerial controls, have created
Operator Training should ensure that potential
greater training needs, not only for operational
problems for the Operator are kept to a minimum,
firefighters but also for Control Personnel.
the emphasis on call-handling training needs to
address primarily the issue of how to handle an
The need for this training can be broken down
individual caller and what precisely to say to
into:
callers, especially those who appear to be in dan-
ger.
Training required to maintain the operational
effectiveness of Control Centre Personnel.
At all times the operator must:
Training recommended by the Home Office.
Listen - do not make assumptions.
Training essential to fulfil responsibilities in
Be firm but polite.
respect of legislation i.e.. Health and Safety,
Equal Opportunities.
Be in control - interrupt callers if necessary
to ask questions.
Training desirable to enhance the profession-
alism of Fire Brigade personnel.
Keep questions simple and unambiguous.
The combination of these four areas generate the
Repeat address details to confirm they are
requirements for training throughout the Brigade.
correct - care should be taken not to do this
The following strategy identifies all training
'parrot fashion' or at the same speed as typ-
requirements and sets out the provisions and
ing. This sounds very inefficient and does not
guidelines to comply with these requirements.
inspire confidence.
Through training of personnel, the Brigade will
Reassure the caller when necessary but do not
respond to the needs of those it serves by defining
state that the Fire Brigade is 'on the way'
training needs and providing the most effective
until sufficient information has been obtained
Communications and Mobilising
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