Do’s & Don’ts in Early Engagement with Emergency Responders
When an emergency strikes and emergency responders arrive on site, your role as an SCR Operator moves from managing the incident internally to supporting professional responders. These first moments of engagement are absolutely critical. The way you communicate, behave, and provide information will shape how quickly responders can act.
In these high-pressure moments, the right approach builds trust and saves time, while the wrong approach creates delays, confusion, and even risks lives. This section will guide you on the do’s and don’ts of early engagement so you can confidently manage those first crucial minutes.
Why Early Engagement Matters
Emergency responders arrive “cold” — they do not know your site layout, your security staff, or the history of the incident. They depend entirely on what you tell them and show them.
Fast, accurate engagement = responders can act within minutes.
Poor engagement = responders waste time asking questions, repeating steps, or looking for missing details.
Your goal is to be seen as a professional partner, not an obstacle.
Do’s in Early Engagement
When you call 999 or Police Control, always stick to a structured order. This avoids forgetting key details and ensures dispatchers have everything they need.
1. Stay calm and professional
Your tone and body language set the mood. A calm, confident operator reassures responders that the site is under some control.
2. Provide clear, concise information
Use the “Critical Five”: location, nature of incident, threat level, suspect or hazard description, and actions taken.
3. Escort, don’t just point
If safe, arrange for a ground officer to guide responders to the scene or secure access routes.
4. Have evidence ready
Incident logs, CCTV footage, and staff witness details should be prepared before responders arrive.
5. Follow their lead
Once emergency responders are on site, your role shifts to support. Give them information quickly, then stand back unless directed otherwise.
Don’ts in Early Engagement
1. Do not overwhelm with detail
Avoid a flood of information. Stick to key facts first, then provide extras if asked.
2. Do not speculate
If you do not know, say so. Guessing makes you unreliable.
3. Do not crowd responders
Give them space to work. Too many staff trying to “help” can block access routes and slow down response.
4. Do not contradict instructions
If responders give an order, follow it. Disagreeing or delaying can cause confusion and conflict.
5. Do not ignorethe chain of command
All communications should go through the SCR or appointed site supervisor, not scattered staff talking independently.
Real-World Example
At a shopping centre in Leeds, a small fire triggered a full fire service response. The SCR operator met fire officers at the service entrance, handed them the incident log, gave a map of access routes, and provided live CCTV of the smoke location.
Result: The fire was controlled within minutes, no injuries, and fire officers later praised the security team’s professionalism.
In contrast, at another site, responders lost 10 minutes because staff gave conflicting directions and nobody had prepared a log. The delay allowed the fire to spread, causing major property damage.
Key Considerations for SCR Operators
When responders arrive, they will be moving fast and looking for answers. This is where your preparation pays off. Think of yourself as the translator between the incident and the responders — your role is to turn confusion into clarity.
Anticipate what responders will need
Do not wait to be asked. Have entry points ready, suspect descriptions written down, and hazards clearly identified. For example, if the fire service arrives, they will want to know which areas have already been evacuated and where the nearest hydrants are. Police, on the other hand, will want suspect descriptions, CCTV stills, and access to the best routes in and out of the site.Be the single point of contact
In those first moments, nothing slows responders down more than being bombarded with voices. Until a site supervisor takes over, you are the information hub. If ground staff have updates, they should feed them through you, so responders get one clear and consistent picture.Prepare a “handover kit” in advance
A professional operator does not scramble when the police walk in. Have a ready-to-go pack containing:Site map with entrances and key areas marked.
CCTV stills or extracts relevant to the incident.
The incident log with exact times and actions taken.
A list of staff on duty, including their roles.
This shows professionalism, builds trust, and saves critical minutes.
Remember: clarity, not clutter
Responders do not need your personal theories or guesses. They need facts, fast. If you are concise, professional, and structured, you give them the confidence to act decisively.
Building Instant Credibility
The way you greet and brief responders creates their first impression. A confident, professional operator earns respect and ensures responders trust your information.
> Tips:
Use clear introductions: “I am the Control Room Operator, here is the latest update.”
Maintain eye contact and use plain English.
Present documents or logs neatly, not scrambled notes.
Example: Police arriving at a stadium were immediately handed a folder with time-stamped logs and still images from CCTV. Officers later noted that this simple gesture sped up their initial briefing by five minutes.
The Importance of Controlled Handover
Once responders arrive, your role is to pass control efficiently. This transition must be smooth and quick.
> Checklist for Handover:
Introduce yourself and your role.
State the incident type and current status.
Hand over the log, maps, and evidence.
Highlight hazards or risks responders need to know.
Scenario: During a bomb threat drill, the SCR operator gave police the exact time of the call, suspect description, and location of suspicious bags. Because the handover was structured, officers were able to deploy sniffer dogs immediately without delays.
Consequences of Poor Early Engagement
If do’s and don’ts are ignored, the fallout can be serious:
Delayed response: Confusion adds minutes, and minutes cost lives.
Unsafe actions: Responders walking into unmarked hazards.
Reputational damage: Your site is seen as disorganised or unprofessional.
Legal scrutiny: Inquests or investigations may highlight poor communication as a failure of duty of care.
Statistic: Studies into major incident responses in the UK have shown that poor site handovers can add up to 8–12 minutes to response time. In a fire or armed threat, that delay can be catastrophic.
Scenario Exercise: What Would You Do?
Police arrive at your site following a violent assault in the car park. As the SCR Operator, you must engage with them.
> Do you:
Hand over the incident log, suspect description, and CCTV evidence.
Escort them to the scene with clear directions.
Keep updating them with new movements from CCTV.
Step back once they take control, remaining available for support.
> Or do you:
Start giving your personal opinion on who started the fight?
Let multiple staff talk to officers at once?
Delay the handover because you are still writing notes?
The first option is professional engagement, the second creates chaos.
