ESSEX County Fire and Rescue Service is shining a light on the team answering emergency calls and coordinating its response across the county during International Control Room Week (26 October to 1 November).

When someone calls 999 and asks for the fire service, an operator in Fire Control quickly gathers vital information while sending crews and providing reassurance or safety advice.

But answering the call is only the beginning. Control operators manage several incidents at once, identify the people and specialist equipment needed and move resources around Essex as demand changes.

During July and August, the team handled almost 15,000 calls linked to around 4,900 incidents, including several large emergencies happening at the same time.

Across 2025/26, Fire Control handled more than 43,000 emergency calls while crews attended almost 19,000 incidents.

Chief Fire Officer and Chief Executive Rick Hylton said: "Our Fire Control team is the vital link between the public, our firefighters and every incident we attend.

"The number of incidents we attend has increased by 17% over five years. At the same time, climate change, new technology and continued development are changing the risks facing Essex.

"That means Control must be ready to manage several very different emergencies at once. Operators may be reassuring someone during one of the most frightening moments of their life while also mobilising crews, arranging specialist equipment and monitoring incidents across the county.

"They remain calm, compassionate and professional under considerable pressure. International Control Room Week is an opportunity to recognise their skill and thank them for everything they do to keep our communities safe."

Control operators can provide life-saving advice over the phone, including helping someone escape from a fire or stay safe until crews arrive.

They also work closely with police, ambulance services, highways teams and neighbouring fire and rescue services during larger or more complex emergencies.

Becky Sutton, Station Manager in ECFRS's Fire Control, said: "When the phone rings, we never know what the call will involve. It could be a fire with someone trapped inside, a serious road traffic collision or several incidents happening at once.

"Our first priority is finding out where you are and what has happened. We know calling 999 can be frightening, but listening to the operator and answering their questions helps us send the right response.

"Crews may already be on their way while we continue speaking to you, so please stay on the line. We may need more information or be able to give you important safety advice."

What to do when you call 999

1. Ask for the fire service
2. When the 999 operator asks which emergency service you need, say "fire service"
3. Give your location first
4. Provide a full address, road name or nearby landmark. If you're outdoors or unsure of your location, a What3Words address can also help if you have it available.
5. Explain what has happened
6. Tell the operator what the emergency is, whether anyone is trapped or in immediate danger, and about any hazards you can see.
7. Listen and answer the questions
8. The operator's questions help Fire Control send the right people and equipment. Follow any safety advice they give you.
9. Stay on the line
10. Do not hang up until the operator tells you it is safe to do so. They may need more information or need to continue supporting you until crews arrive.

International Control Room Week runs from 26 October to 1 November and recognises the work of control room teams around the world.