French Family Assisted by Control Centre Firefighters

In May 2025, the Joint Fire Control Centre in Bridgend, which is responsible for dealing with emergency calls for both Mid and West Wales Fire and Rescue Service (MAWWFRS) and South Wales Fire and Rescue Service (SWFRS), received a call from a French family in distress.

Control Firefighter Chris Morris initially took the 999 call from a French-speaking visitor in Aberystwyth, who was trying to report that his son had suffered a head injury.  Although Chris was unable to fully understand the caller due to the language barrier, he quickly escalated the situation to his supervisor, Crew Manager Caroline Hughes.

Thanks to the seamless collaboration between Chris and Caroline, the team was able to respond swiftly and effectively.  Caroline, who is fluent in French, was able to communicate directly with the caller and establish that the child had sustained a laceration to his head.  Caroline was then able to mobilise the crew from Aberystwyth Fire Station, who provided first aid on the child and advised his parents to attend the local hospital for further treatment.

Crew Manager Caroline Hughes with Control Firefighter Chris Morris.

While the Fire and Rescue Service does not routinely respond to medical emergencies of this nature, this incident highlights the importance of adaptability, communication and teamwork in ensuring public safety.  Translation lines are readily available for Joint Fire Control Firefighters to use, but Caroline’s quick thinking and French language skills meant the family received immediate reassurance in their own language - a vital comfort in a stressful moment.

This is the second time Caroline has supported a French-speaking caller, having previously assisted a French lorry driver a few years ago.  This story is a powerful reminder of the many ways our staff go above and beyond - not just in emergency response, but in offering calm, compassion, and clarity when it’s needed the most.