External Communication with Public, Neighbours, Emergency Responders
As a Security Control Room (SCR) Operator, you are not just the eyes and ears of the organisation, you are also the voice that represents it to the outside world. Your ability to communicate effectively with the public, nearby businesses or residents, and emergency responders can make the difference between calm coordination and complete confusion.
External communication demands professionalism, clarity, and confidence. Whether you are guiding people during an evacuation, handling a complaint from a neighbour, or working alongside police or fire services, how you communicate reflects the quality of your control room and your compliance with UK standards.
Why External Communication Matters
Every interaction beyond your control room walls influences safety, trust, and reputation. When incidents occur, your control room becomes the communication hub that connects all parties, staff, management, the public, and emergency responders.
According to SIA and ACS operational assessments, around 65 percent of incident escalation issues stem from unclear or delayed external communication. This shows that the way you handle information sharing is just as important as the actions you take.
Tip: When communicating externally, focus on being accurate, calm, and controlled. People rely on your tone and words for reassurance.
Communicating with the Public
Members of the public may approach security staff or contact the control room during emergencies or when seeking information. How you respond shapes their perception of safety and professionalism.
Stay Calm and Courteous: Even when people are upset or frightened, keep your tone steady and polite.
Give Clear, Simple Instructions: Avoid jargon or technical terms. Say exactly what they need to do.
Provide Reassurance: People take cues from your confidence. Calm communication reduces panic.
Avoid Sharing Sensitive Details: Never disclose information that could compromise safety, investigations, or privacy.
Know When to Refer: If a member of the public asks questions beyond your authority, refer them to the appropriate manager or spokesperson.
Example:
During a fire alarm evacuation, a member of the public asks, “What’s happening?” Instead of saying, “We don’t know yet,” respond with confidence: “We’re investigating a fire alarm, please move calmly to the nearest exit, our officers will guide you.”
Communicating with Neighbours and Surrounding Businesses
Many security operations are part of larger complexes or areas shared with other tenants, offices, or residential blocks. Good communication with neighbours can prevent complaints and improve cooperation during incidents.
Be a Good Neighbour: Keep local contacts informed of major incidents or disruptions when appropriate.
Maintain Professional Courtesy: Whether by phone or in person, speak politely and factually.
Share Only Relevant Information: Avoid unnecessary details that could spread misinformation.
Collaborate on Safety: If nearby sites have their own control rooms, share updates professionally to coordinate safety measures.
Real-World Example:
At a business park, a water leak from one building triggers a false alarm in another. The SCR Operator quickly contacts the neighbouring site manager to explain the situation and confirm no risk. By doing so, confusion and complaints are avoided, and both teams maintain good working relations.
Tip: Good communication with neighbours builds trust and ensures smooth coordination during shared emergencies.
Communicating with Emergency Responders
When incidents escalate, you may need to communicate directly with emergency services, police, fire, or ambulance. In such cases, your accuracy and composure are vital.
Be Clear and Factual: Provide concise details, who, what, where, and when.
Follow the Chain of Command: Always inform your supervisor or designated contact before making official statements.
Stay Calm Under Pressure: Speak clearly, at a steady pace, and avoid speculation.
Have Information Ready: Know key details such as access points, site plans, and emergency contacts.
Keep a Communication Log: Record every call and instruction, time, person spoken to, and action taken.
Example:
If reporting a suspicious package, say:
“This is the security control room at Riverside Complex. We have a suspicious package at the main entrance. Area secured, public evacuated, awaiting your arrival. CCTV available for review.”
This style of communication meets BSI and NSI standards for incident management and ensures responders have accurate, actionable information.
Real-World Example: Coordinating with Fire Services
During a late-night alarm activation, smoke is detected in a storage area. The control room operator immediately verifies it via CCTV, initiates a building evacuation, and contacts the fire service. When the crew arrives, the operator provides exact access routes, building maps, and confirmation that the fire panel indicates Zone 3.
The clear, structured briefing saves valuable time and allows firefighters to act quickly. Later, the fire service commends the control room for its professionalism and effective communication, fully compliant with ACS and BSI emergency response standards.
Tip: The quality of your communication directly affects how efficiently emergency responders can do their job.
Building Trust through External Communication
External communication is more than just delivering information, it’s about building trust and maintaining professional relationships.
Consistency Builds Confidence: Whether you’re speaking with police or the public, consistent professionalism earns respect.
Clarity Prevents Misunderstanding: Avoid speculation; always base your communication on verified facts.
Reputation Matters: Every interaction outside the control room shapes how others view your organisation and the wider security industry.
Statistic to Know: According to ACS audit findings, security teams that maintain strong communication relationships with emergency services achieve a 40 percent faster incident resolution rate than those that do not.
External Communication Reference Guide
| Audience | Best Practice for Communication | Example in Action |
|---|---|---|
| Public / Visitors | Use calm, clear, and reassuring language. Give direct instructions without causing alarm. Avoid technical jargon or speculation. | “Please remain calm and follow the exit signs to the main assembly point. Our officers are there to assist you.” |
| Neighbours / Nearby Businesses | Keep communication polite, factual, and concise. Only share relevant information that helps prevent confusion or disruption. | “We’re carrying out a safety drill this morning. There’s no need for concern, but please be aware of increased activity on site.” |
| Emergency Responders (Police, Fire, Ambulance) | Provide accurate, verified details quickly. Stay calm, speak clearly, and use site-specific terminology. | “This is the control room at Parkside Complex. The fire alarm was triggered in Zone 2. Area evacuated, awaiting your arrival.” |
Tip for SCR Operators:
Adapt your communication to the audience, stay calm under pressure, and record everything clearly to maintain trust and compliance.
Communicating Beyond the Control Room
When you speak, you’re not just representing your control room, you’re representing the entire security profession. Every word, instruction, and update you deliver shapes how the public, neighbours, and emergency services view your professionalism and competence.
Staying calm, factual, and respectful under pressure shows the confidence and control expected of an SCR Operator working to SIA, ACS, BSI, and NSI standards. The clearer your communication, the smoother the response, and the stronger the trust you build with those around you.
Remember: You’re not simply passing on information, you’re guiding people, reassuring communities, and protecting lives. Every message you deliver is a reflection of your professionalism and your commitment to keeping others safe.
