Fire Service Manual Volume 1. Fire Service Technology, Equipment and Media (1998) - part 5

 

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Fire Service Manual Volume 1. Fire Service Technology, Equipment and Media (1998) - part 5

 

 

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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
127

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for crews to locate the incident. Informing a
Only when the caller or the situation clearly
caller that appliances are en route may
requires further intervention by the Operator to
prompt them to hang up prematurely and
enable survival should additional guidance be
result in a delay locating the incident.
offered. This guidance should be limited to stan-
dard fire survival advice suitably adapted to the
Remain calm, do not reflect panic or anger.
situation, following an assessment based on infor-
mation obtained from the caller.
Keep the tone of voice normal, even if having
to speak louder.
The details obtained from a caller have to be as
informative as is necessary to enable crews to
Speak clearly.
locate incidents as quickly as possible. A few
extra seconds questioning the caller may save
Be prepared to rephrase questions to obtain
minutes in actually locating the incident.
details.
Full guidance on 'Training in Emergency Call
Do not use Fire Brigade terminology.
Handling Techniques and Fire Survival Guidance'
is contained in the Fire Control Personnel Training
Do not hesitate, or tell the caller to 'hold on'
package issued to complement Fire Service
or'bear with me' or use any other phrases or
Circular 10/1993.
slang that may indicate lack of confidence or
not being in control of the situation.
Training recommended by the Home Office is pro-
mulgated to brigades through courses at the Fire
The techniques involved can be broadly cate-
Service College or as Fire Service Circulars, which
gorised as 'reactive' or 'pro-active'. The operator
recommend a framework from which individual
can be entirely reactive if the caller provides the
fire authorities can compile their own training pro-
necessary information in the correct order and
gramme.
without prompting.
Many of the recommendations in FSC
2/1987
What is much more likely is that the caller will at
remain valid. However, further (and updated) rec-
the very least need to be prompted, particularly to
ommendations are made in FSC 10/1993.
provide the required information in the order need-
ed to complete the call taking screen-format. Such
Fire Service College Courses
an approach is both reactive because it responds to
the caller and pro-active in the sense that it takes
some measure of control over the human interface.
Where the caller is in danger, however, there
may be a need to adopt a fully pro-active tech-
nique by:
Providing relevant fire safety advice aimed at
minimising the hazard to the caller; and
(Photo: HM Fire Service Inspectorate)
Providing reassurance to the caller.
Fire Control Operators should have some basic
Currently there are three courses specifically
knowledge of fire survival techniques. The first
focused on Control Personnel.
priority must always be the mobilisation of appli-
ances followed by the standard fire safety advice -
The needs of individual fire brigades will be
taken into account when selecting candidates
"GET OUT AND STAY OUT".
for courses at the Fire Service College.
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APPENDIX 1
Junior Control Room Course
course lasting a minimum of three weeks which
may consist of classroom day duties. During train-
Operators who through appraisal have been
ing the recruit should be considered non-opera-
identified as benefiting from attendance.
tional.
Operators who have passed an internal pro-
The recruit should be issued with training notes for
motion examination to Leading Fire Control
guidance, and the use of personal training records
Operator.
is recommended. On completion of the course the
probationary Control Operator must be able to
Leading Fire Control Operators and Senior
demonstrate possession of the following core
Fire Control Operators who have not previ-
skills.
ously attended the course.
A basic knowledge:
Senior Control Room Course
of the correct use of items of equipment in
Leading Fire Control Operators who have
use within the Control Centre including call
successfully completed the Junior Control
handling, mobilising, message and radio
Room Course.
facilities;
Leading Fire Control Operators who have
of the information required from emergency
passed an internal promotion examination to
callers;
Senior Fire Control Operator.
of mobilising requirements for types of inci-
Leading Fire Control Operators, Senior Fire
dents;
Control Operators and Fire Control Officers
who have successfully completed a Junior
of the Fire Services Acts
1947 and
1959;
Control Room course, preferably within one
Sections 1,2, 12, 30, and 31; and
year of promotion.
of completing incident statistics.
Control Management Course
A working knowledge:
Fire Control Officers or their deputies who
have, or may have, responsibility for running
of all callsigns and locations of mobile
the brigade Control Centre, who have suc-
resources within the Brigade;
cessfully completed a Senior Control Room
course.
of the methods of alerting resources and
mobilising to an incident;
Refresher training
of the Fire Service (Discipline) Regulations
Refresher training may also be available for
1985 and the ability to respond positively in a
personnel who have not attended a course at
disciplined environment; and
the Fire Service College for five years.
the ability to understand, implement and rep-
Brigade Based Initial Recruit
resent the Brigade's equal opportunities poli-
cy in all dealings with members of the public
Training
and employees of the Brigade.
All recruits should be given a one or two day
induction course which should include information
The probationary period may differ from brigade
on Health & Safety, Equal Opportunities,
to brigade but, on completion, it is recommended
Representative Bodies, sickness reporting and
that a final interview be held to discuss perfor-
leave entitlement. This is followed by a training
mance and career development.
Communications and Mobilising
129

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APPENDIX 1 continued
After the recruit has been attached to a Watch,
of chemical retrieval systems and the passing
Continuation Training should be carried out pro-
of chemical information to crews at the scene
gressively with the aim of improving skills and
of an incident;
knowledge gradually. This may take the form of
'Competency based' training.
of the Central Risk Register and its uses;
Fire Control Operators should be tested at various
of the use of special appliances throughout
stages of their employment.
the Brigade;
Training should continue until, in the third year,
of the construction, correct use, maintenance
Operators consolidate the training received during,
and standard tests off all items of equipment
and since, the completion of their probationary
in use within the Control Centre;
period to prepare them for the Fire Control
Operator's Qualifying Test.
of all control 'fallback' procedures including
secondary control;
The test, taken after completion of between 3
to
4 years service, should comprise three
of fault reporting procedures and recording
parts - oral, written and practical, the details
and amendments to fault records;
of which are in FSC
10/1993.
of Health and Safety legislation particularly:
A fully qualified Fire Control Operator
COSHH, NAMOS, CIMAH, RIDDOR, espe-
should demonstrate the following skills
cially where they effect Fire Brigade opera-
tional or control personnel;
All core skills as detailed in recruit fire con-
trol operator; and
of accident/injury reports completed by
control;
A working knowledge:
of the Fire Services Act 1947/1959, Sections
of all mobilising procedures at all incidents,
2 and 12;
and the ability to apply them;
of Conditions of Service with special refer-
of advice to give to callers in emergency sit-
ence to:
uations;
Leave Entitlement
of specialised mobilising procedures applica-
Sickness Procedure
ble to the brigade e.g..
Duty Systems
Cave, mine and pothole incidents
Detached Duty Procedure
Tunnels
Grievance Procedure
Spate conditions
Fires at sea
of the word processor and other software pro-
Incidents involving cylinders
grams in use and the completion and distrib-
ution of MIS reports, where applicable;
of the location, and mobilising procedures, for
all Fire Brigade equipment and appliances,
of the Brigade administrative procedures,
and the location of neighbouring stations;
control records and filing systems;
of topography throughout the Brigade area
of the control business plan and the Brigade
including special risks;
plan, where applicable;
of initiating appliance standby moves when
of stores requisitions and goods/services
directed to do so by the OiC;
received.
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A comprehensive knowledge of Brigade organi-
Training records, schedules and infor-
sation, including:
mation
Statistics
Brigade line of command
Supplies
Brigade/Divisional organisation
Central Risk Register/database.
Control management and responsibilities
Support services.
Officers should have a working knowledge of
the following:
of completing incident statistics; and
good leadership practices in relation to the
the ability to complete project work and indi-
supervision of personnel and support of man-
vidual administrative references as detailed
agement;
by the Watch Officer having received specif-
ic tuition as required.
the financial implications of management
decisions made at watch level;
As the operator progresses through the
ranks many other skills are required.
the financial implications of management
decisions made at Control level; and
(See core skills in Fire Control Centres section.)
Some examples of these are listed below.
theoretical and practical aspects of personnel
motivation and welfare.
Officers should show the ability to:
Watch Refresher Training
fulfil all obligations appropriate to rank and
position;
In addition to the basic core skills training all
Control Personnel should undergo continuous on-
supervise and assist control operators;
watch refresher training. This training will be car-
ried out on a systematic basis, both scheduled and
impart knowledge to others;
monitored. The subject matter will depend on local
circumstances with emphasis being placed on little
apply the Fire Service
(Discipline) Regu-
used procedures.
lations
1985 as a Supervisory Officer;
Familiarisation Training
apply conditions of service including welfare
and health & safety as a Supervisory Officer;
Control Personnel returning from absence through
sickness, injury or maternity leave of three months
communicate effectively;
or more should undertake familiarisation training
to update them on Brigade procedures and to
design, programme, run and monitor effec-
ensure the individual's competence in carrying out
tive training programmes commensurate with
the core tasks.
Brigade policies, procedures and standards;
Appointment and Promotion of
give effective support and guidance to Watch
Control Personnel
personnel in career development;
The Fire Service Appointments and Promotion
give effective support to the Watch Officer; and
Regulations (SI 1991/369) do not apply to person-
nel who are recruited specifically for control cen-
undertake watch reference administration
tre work. At present, standards for appointments
duties which may include the following:
and promotion for these staff are matters for indi-
vidual fire authorities. On applying for a position
Command and Control budgets
as a Fire Control Operator, prospective recruits are
Communications and Mobilising
131

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APPENDIX 1 continued
generally required to pass an elementary educa-
Training for competence enables everyone in the
tional test set by the fire authority. If successful,
Control Centre to demonstrate, through a system
the candidate will attend an interview followed by
of assessments, against the prescribed standard,
a medical examination.
that they can consistently and competently per-
form their work - embracing the 'safe person con-
Promotion is by selection with most local fire
cept'.
authorities establishing their own standards and
promotion examinations for the purpose. Career
Training for competence provides a framework
development prospects for control personnel are
that offers:
necessarily limited because they are employed in
relatively small numbers.
A systematic method of managing and organ-
ising the development, delivery and evalua-
To determine the qualities needed as to the suit-
tion of the control personnel training provid-
ability for promotion to higher ranks prospective
ed by the brigade.
members of staff should receive personal develop-
ment training. This training is normally carried out
An objective assessment process that can be
by individual fire authorities or centrally at the
used to consistently measure the acquisition
Fire Service College as part of a national syllabus
of knowledge, skills, attitude and understand-
for the more senior posts.
ing achieved by personnel and teams.
Standards of Competence
An objective assessment process that can be
used to measure, consistently and continu-
A Strategic Document on Standards of
ously, the application of knowledge, skills,
Competence for Control Centre Staff was
attitude and understanding performed by per-
issued to Brigades in October 1997.
sonnel and teams in the workplace.
Standards of Competence were produced by a
Brigades can use the functional outcomes con-
steering group comprising of experienced control
tained in these standards to 'role-map' the work
personnel and drawn from brigades representing
and training needs of all watch related control per-
the variations of size, risks, geographical make up,
sonnel. In total there are 22 functions and 57 ele-
etc., in the UK. The Standards of Competence
ments used to describe the full range of work car-
should be used by all control staff to evaluate their
ried out by control personnel.
own performance and to identify personal devel-
opment needs.
Training provided for control personnel should be
structured, and delivered, to provide each individ-
The Standards of Competence were accredited by
ual with the knowledge, skills and attitude
the National Council for Vocational Qualifications
required to fulfil the functions contained in their
(NCVQ) at Level 3 in the national framework and
role-map. Once the individual has demonstrated
have been made available to Brigades by the Fire
that she or he can perform to the standard
Services Awarding Body (FSAB).
described in the functional outcomes she or he can
be described as competent in acquisition.
The National Council for Vocational Qualifications
is now known as the Qualifications and Curriculum
In order to ensure that competence is continuously
Authority (QCA).
and consistently being applied, a process of contin-
uous work place assessments should be provided.
The National Vocational Qualification provides
Assessments should be conducted by Watch officers
the first national qualification which has been
who should routinely assess their staff to ensure that
specifically designed for fire brigade control per-
there is a consistent demonstration of competence.
sonnel. Brigades who do not wish to introduce
NVQ's can still use the Standards of Competence
The Standards of Competence should be used for
based training.
this purpose and, if training needs are identified,
132

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APPENDIX 1
the individual should be given the necessary train-
ing, guidance and support. Control personnel
should also have access to a library of training
modules that detail the learning outcomes required
for control related subjects or functions.
Control personnel managers at all levels should
also be part of a process of continuous assessment
of their role conducted by their line manager(s).
Further guidance on training for competence is
contained in the competence framework (Fire
Service Circular 15/1997).
Communications and Mobilising
133

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APPENDIX 2
List of relevant DCOLs/DFMs
(in Scotland) and FSCs
DCOL
DFM
4/1988
=
5/1998
6/1992
=
4/1992
4/1995
=
4/1995
6/1995
=
5/1995
8/1995
=
6/1995
6/1996
=
6/1996
9/1996
=
8/1996
8/1997
=
8/1997
1/1998
=
2/1998
FSC3/1975
FSC15/1997
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