Have you ever wondered what happens when you dial 999? Who you speak to and how they know what’s needed in an emergency? KFRS Control Operators are the first point of contact for anyone who calls 999 when there’s a fire. Calm, professional and caring, they help callers to stay safe while identifying the exact nature of the emergency and provide the information we need for our firefighters. They also ensure we send the right services and equipment as quickly as possible. But our operators’ role doesn’t end with the call – they also assist with the management of an incident, making sure our senior managers, other personnel and all agencies involved in an emergency are kept informed.