Emergency Services Joint Control Room (ESJCR) Operator
Emergency Services Joint Control Room (ESJCR) Operators answer 999 calls and coordinate the response of the police, fire and ambulance services on the Isle of Man. You’ll find out what’s happened, assess how urgent it is and give callers clear instructions while help is on its way. The control room operates 24 hours a day, so you’ll work shifts that include nights, weekends and public holidays.
Day-to-day tasks
In this role you could:
- Answer emergency calls and ask focused questions to establish what has happened, where it has happened and who may be at risk.
- Reassure callers and give potentially life-saving instructions before emergency crews arrive.
- Dispatch police, fire and ambulance crews, monitor their availability and pass on updates by radio.
- Prioritise incoming calls while keeping track of ongoing incidents and escalating them when needed.
- Handle non-emergency ambulance transport requests from healthcare providers.
- Use computer-aided dispatch systems to log incidents and share urgent information with responders.
- Help coordinate the response to major incidents involving several emergency services or other agencies.
Skills & knowledge
You’ll need:
- Clear verbal communication and the ability to get key information quickly, give instructions and reassure callers.
- Fast, accurate keyboard skills and the ability to write clear, concise incident records.
- The ability to pass on important information quickly and accurately under pressure.
- Good judgement and the ability to prioritise tasks while following established procedures.
- The ability to stay calm and effective in stressful situations.
- Reliability and the ability to work well as part of a team.
- Experience helping members of the public, dealing with people in stressful situations or using Windows-based systems and databases is desirable.
Industry Qualifications
You’ll need to pass the ESJCR Operators Assessment Centre as part of recruitment and complete a satisfactory Counter Terrorism Check before starting work.
In the role, you’ll need to keep your Emergency Medical Dispatcher (EMD) and Emergency Fire Dispatcher (EFD) qualifications up to date in line with International Academies of Emergency Dispatch standards. With experience, you may have opportunities to gain further qualifications in quality assurance or train for deputy team manager duties.