When a serious incident occurs, the police and emergency services are the critical partners you rely on. As a Security Control Room (SCR) operator, your role is to bridge the gap between your site and emergency responders. This module explains how to manage the timeline before police arrival, what information must be shared with 999 and police control, and the do’s and don’ts of early engagement.
Emergency Services & Police Response
Overview
By mastering these skills, you will strengthen coordination, improve response speed, and ensure compliance with professional and legal standards.
Glossary: Emergency Services & Police Response
| Term | Definition |
|---|---|
| 999 Call Handling | The process of providing clear, accurate, and structured information when contacting emergency services. |
| Response Timeline | The expected sequence of events from the initial call until police or emergency responders arrive on site. |
| Critical Information | Key details operators must provide to police control, such as location, type of incident, number of people at risk, and suspect description. |
| Early Engagement | The first communication and interaction between SCR operators and emergency services is where accuracy and professionalism are vital. |
| Compliance Standards | Legal and professional requirements, including SIA licencing, BSI standards, NSI guidance, GDPR, and NHS Protect, where relevant. |
| Operator Role | The duty of SCR operators is to coordinate information, support frontline staff, and assist emergency services while maintaining compliance. |
