24.10.2024

Heroes in Headsets - International Control Room Week 2024

This week, 21st- 27th October, is International Control Room Week, where we shine a light on our Fire Control staff and celebrate the incredible and lifesaving work they do every day.

By Lily Evans

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This week, 21st- 27th October, is International Control Room Week, where we shine a light on our Fire Control staff and celebrate the incredible and lifesaving work they do every day.

Our Joint Control Firefighters are the heart of the Fire and Rescue Service, covering 105 stations across the Mid and West and South Wales regions, to ensure we respond effectively to incidents.





Working in a fast paced and often demanding environment, in 2023/24 our Control Firefighters answered on average around 162 calls a day, being the first point of contact for emergency and non-emergency calls, and often dealing with highly challenging situations.

Affectionately known as ‘heroes in headsets,’ our Control Firefighters handle general phone enquiries, take 999 calls, and dispatch the necessary fire resources to meet the needs of any incident.

SWFRS took the opportunity to visit our Joint Control Room in Bridgend, to speak to some of the staff about their roles, and what makes them come to work and do their jobs every day.

Systems Firefighter in Control, Clare Walker, said: “The role can be stressful, and some incidents do stick in your mind, it’s challenging just hearing the incident, not seeing what is going on, and waiting for the stop the message to know the outcome -but it is really rewarding at the same time.”

The role requires Control Firefighters to be positive and flexible individuals who can respond quickly to urgent situations and prioritise tasks to help all members of the community.





Mike Toseland, Firefighter in Control, said: “I love the role, no two days are the same, it keeps me thinking and on my toes. It can be challenging keeping track of everything and making sure all information is provided however.”

This November, new recruits will be welcomed to our Control room. They will go through an in-depth training program that will provide them with the fundamental skills needed to become capable Control Firefighters.

Clare added: “Training is ongoing and there is always so much to learn, being part of a Joint Control room means our Control Firefighters need to know both Services.”



Natalie Pearce, Group Manager for Joint Fire Control said: “It has been a privilege to work in Control for over 28 years, and I am proud of the work our team does every day to assist our communities during their time of need and support our Firefighters and emergency responders.

“Our team is committed to supporting each other and the Service with a number of staff celebrating over 30 years in the role.”

Join us this week in celebrating our Control room colleagues who are the first port of call for those in need across South and Mid and West Wales.

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