Joanne Smith, Senior Operations Manager from London Fire Brigade Control Room was destine to play a major role within the emergency services.


With a Granddad, Dad and Uncle all serving as firefighters and an aunt working within a control she always knew she’d work within the industry she’d grown up in.

Read Joanne's Journey

Jules Lockett, Practice Learning Manager at London Ambulance Service reveals the truth about working inside a emergency service control room.


When a motorbike injury stopped her becoming a Paramedic, Jules jumped at the chance of working within the control room and has never looked back since.

Read Jule's Story

Nathan Moon, Resource Dispatcher at North West Ambulance Service makes difficult decisions throughout his 12 hour shifts – but he wouldn’t have it any other way.


After three years of trying, Nathan secured a job at NHS at NWAS and its the best decision he’s ever made. He ends each shift knowing he’s help someone.

Nathan tells us more

Sara McDougall, Training Consultant for APD Communications tells us more about life within a Control Room, after spending years with the Thames Valley Police Control Room


Sara shares her own experiences of what working within a control room is like, the effects it has on your mental health and how we must continue to encourage teams to talk about their feelings.

Sara explains more

Beth Sims, a Contact Officer at West Yorkshire Police applied for the role after being inspired by the website and watching ‘999 what’s your emergency ‘ on TV.


Beth tells us more about the team spirit, challenges faced, the extremes of highs and lows and how important it is that she makes a real difference to people’s lives daily.

Beth shares her story

For George Doyle, Contact Officer for West Yorkshire Police a career in the police was pretty much in his genes and it came very natural to him.


Having previously calling the emergency services and being comforted by a call operator to becoming a contact officer, George tells us a little more about his journey.

Read George's story

Cheryl Rolph, Former Assistant Chief Fire Officer and Director of Networking Women in the Fire Service


When asked to write a short piece for International Control Room Week it didn’t take long for Cheryl to reply, it did however give her plenty of time to mull over her time spent with the Fire & Rescue Service and Control.

Cheryl tells us her story

10 years ago Chris Redman took the leap of faith and left his old life behind, joining the team at West Yorkshire Police


Chris became a special constable in his previous employment and would often hear the dispatchers whilst on shift. He saw a job advert for a dispatcher role and dedicated to take the leap and change his live forever.

Read Chris's story

Emma Glass, spent three years as a call handler within West Yorkshire Police and then embarked on a new challenge as a flight dispatcher


Emma joined West Yorkshire Police because she wanted to help members of the public in their time of need. Emma shares her story with us, from call handler to flight dispatcher.

Learn more about Emma

Over the years, Natalie has laughed, cried and been thankful every day for the team she has around her – the huge family she became part of when she joined.


Natalie’s plan was start a fresh with a part time job whilst her son was little – this soon became a dream career where no two days are ever the same.

Follow Natalie's Journey

From bricklayer, insurance to Flight Duty Officer in the National Police Air Service – Ian Roberts tells us how he his life has changed over the past 11 years.


Ian had a various jobs since leaving school, a qualified bricklayer , insurance, working abroad as a P.R and a forklift truck driver – but with a desire to better himself he enrolled in night classes and started to change his life.

Ian's career goals

Tanya Shackleton  found a temporary job with the Police and thought it would tide her over until she dedicated which direction to take…….18 years later, she still there


As a supervisor within the control room Tanya enjoys supporting her team and tries to keep the atmosphere as relaxed as possible. Tanya explains how a ten hours on shift goes past within the blink of an eye and a flurry of emergencies.

Catch up with Tanya

Some days Andrew Noble goes home exhausted both physically and mentally but proud to have contributed to helping people and saving lives.


Andrew is a Police Constable who was asked to transfer to the control room to help with a resource issue, He trained as a dispatcher and two years on is really enjoying it.

Read Andrews Story

As a Flight Dispatcher, Andrea Hall explains that the calls she receives are risk to life and priority incidents from all forces nationwide in England and Wales.


Andrea didn’t feel confident enough to become a police officer but wanted to part of the police family and the role of a dispatcher fitted the bill.

More about Andrea

Work in a control room is fast paced, stressful and ever changing – and i wouldn’t have it any other way says Flight Duty Officer, Joanne Burton.


The decisions Joanne makes on a daily basis as to who is more in need of assistance from air support can be challenging but she has been fully trained and given the skills to make rational decisions.

Let's hear from Joanne

When John Gale realised he was too short to be a police officer or firefighter, the next best thing was to work within the control room.


After leaving school there were still height restrictions in place for police officers and firefighters which John didn’t meet, so he successfully joined the fire service control room and started a loved career.

Hear more from John

Tom Donohoe, Customer Contact Centre Head at West Yorkshire Police started working within the contact room 26 years ago


Tom talks to us about the changes he’s seen, how technology has improved and how the complexity has increased. Tom also shares with us some recent feedback from Chief Superintendent Owen West.

Tom tells us more

After nearly 30 years in the control room, Mark Carroll describes life in control room like the ‘Generation Game’ – spinning plates and fast paced.


As a 19 year old Mark wasn’t quite sure what he wanted to do, but after working for the Ambulance Service for a year, he knew an emergency control room was where he wanted to work.

Read about Mark

Amber McCloskey was raised by parents who worked in the police, and she knew early on that she wanted to be apart of the police family.


Amber takes us on her journey to becoming a police dispatcher and tells us exactly what its like working in such a busy, thriving environment.

Amber explains

Hishaam Mohammed, had a passion from a young age to join the police so when he saw the application he jumped at the chance.


At the time Hishaam was unsure about joining the control room team as he worried about the pressure, but but after a few months there he knew it was the place for him.

Read Hishaam's Story

Neal King wanted to leave this message for all the #UNSUNGHEROES


As I approach the end of my career (34 years) I would like to go on record to say that without the support of the wonderful people Serving behind the scenes then I would have achieved NOTHING.

Best wishes to every single control operator past present and future (especially those in Northants & Staffs)

Julyan Drew wants to say thank you to everyone.


I’m a Fire and Rescue service chaplain, and want to say thank you to everyone in control rooms everywhere for your vital work. Good to have this particular  opportunity to celebrate what you do.

Sue Noyes tells us about the importance of team work and the need to remain calm in a chaotic situation


I think celebrating our Control Room heroes and heroines is a great thing to do. If you have worked in the emergency services at any point , you absolutely realise what a critical role those staff do – I am still in touch with many of my control room staff colleagues. They absolutely get the importance of teamwork, its the bed rock of their work ; but they also understand the importance of remaining calm and professional when they are talking to the public. I personally don’t know how they do it sometimes, especially when there’s a major incident , or all ambulances are tied up – control room staff have to hang on to their own stress for the sake of the patients and their families.

So a very big ‘cheers ‘ and an even bigger ‘ Thank you ‘ to all those people who are working away in our control rooms up and down the land – you are all absolute stars !