Critical Control Centre Operator

The Critical Control Centre (CCC), which was previously known as Fire Control, is an emergency call centre facility staffed 24 hours a day, 365 days a year, acting as a focal point for all operational activities and for all other out of hours activities within Cornwall and the Isles of Scilly. CCC maintains a strong liaison with operational crews on both operational and administrative tasks, with a countywide topographical and geographical knowledge.

The CCC facility is a purpose-built communication centre situated at the Tolvaddon Service Headquarters. The state of the art facilities at Tolvaddon, combined with our partnership with North Yorkshire provide a range of functions that includes mobilising of resources, information gathering and sharing and co-ordinating activities across both services.

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Throughout the year, operators recieve approximately 13,000 calls for assistance from throughout the county. The CCC operator doesn’t just take 999 calls. They also need to identify what a situation requires and work as part of a team to help save lives. This involves the ability to think clearly and calmly in extreme circumstances and requires exceptional interpersonal and telephone skills. Duties are varied and include receiving and processing emergency calls; maintaining close liaison with other services, including Police, Ambulance and local authorities.

Our wider community safety role includes the new Closed Circuit Television (CCTV) function with seven of eight local towns now recorded and monitored from our state of the art control centre. CCTV is essential as both a deterrent and evidence source to support our work and our partners from Devon and Cornwall Police to reduce anti-social behaviour and provides one example of how we are working together to make Cornwall safer.

A control operator may be required to work shift patterns including up to ten hour days and fourteen hour nights.

Applicants should have a minimum of a GCSE pass in English Language (or equivalent) and possess keyboard skills. An RSA I typing qualification (or higher) and computer related experience would be an advantage. Previous communication and customer service experience would also be of value.

If selected for interview, you will be required to undertake a series of control selection tests including transcription, typing and other tests designed to demonstrate your ability to perform under pressure.

Our Critical Control Centre vacancies will normally be advertised on Cornwall Council's Jobs and Careers page.