Multiple services required
Dear Norfolk Fire and Rescue Service,
Can you please advise which service a 999 caller should ask for if they require multiple services (not including the Coastguard) and the Fire and Rescue Service are one of them? One example being a fallen beam trapping a worker or member of the public on a construction site and another being an arson attack on a building.
Yours faithfully,
Marcus Potter
Good Morning,
Freedom of Information Act 2000 – Information Request ENQ-287152-L5S2Y8
Thank you for your request for information under the Freedom of
Information Act 2000 received on 27 September 2018.
Andrew Swan will be dealing with your request.
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Sarah Cooper, Business Support Assistant
Information Compliance Team
Dept: 01603 222661
Room 043, County Hall, Norwich
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Dear Mr Potter
Freedom of Information Request ENQ-287152 - 'Multiple emergency services
I refer to your request for information dated 27^th September.
You asked: Can you please advise which service a 999 caller should ask for
if they require multiple services (not including the Coastguard) and the
Fire and Rescue Service are one of them? One example being a fallen beam
trapping a worker or member of the public on a construction site and
another being an arson attack on a building
Our response:
In terms of a request for Police, Fire and Ambulance (Emergency
Authorities-EA)) for the same incident the agreed protocol is as the
extract below from Public Emergency Call Service (PECS) Code of Practice
2017 for communications providers and call handling agencies (CHA) to
follow:
Multi-Agency Calls
If a customer makes a request for more than one EA the CHA operator will
connect the customer to the first EA requested and provide a verbal
handover stating that the customer has requested more than one service
(and advise which one).
The EA controller will confirm to the CHA operator during call handling
that they will pass details to the other EA(s) and do so using existing
processes. If the EA controller is unable to do this on occasions they
will request the CHA operator to remain on the call and onward connect to
the other requested EA(s). They may ask the caller to stay on line at the
end of the call so that, when the EA clears, the call will be represented
to the CHA 999 operator for further connection to the other service(s).
When the first EA ends their call, and the caller stays on line, the call
will be represented back to the CHA, who will then ask which service is
needed and connect to the next EA required. However, this service will
only work if the call was connected to the EA over a non-analogue
connection.
As a general rule if we (Fire) receive an emergency call that involves the
other emergency services we will contact them to either inform them of the
incident or request their attendance at the incident.
If you are dissatisfied with our handling of your request you have the
right of appeal through the Council’s internal review procedure by setting
out the grounds of your appeal in writing to:
[1][email address]
or Information Compliance Team
Room 043
County Hall
Martineau Lane
Norwich
NR1 2DH
An appeal should be submitted within 40 working days of the date of this
notice and should be identified as "FOI Appeal".
If you are dissatisfied after pursuing the complaints procedure, you may
apply to the Information Commissioner under Section 50 of the Act for a
decision whether your request for information has been dealt with in
accordance with the requirements of Part I of the Act. Refer to the ICO
Website at: [2]https://ico.org.uk/concerns/ for advice on how to report a
concern. Or you can write to them at:
First Contact Team
Information Commissioner's Office
Wycliffe House
Water Lane, Wilmslow
Cheshire
SK9 5AF
Yours sincerely
Andy Swan
Senior Information Compliance Officer
Information Management Service
Norfolk County Council
County Hall
Martineau Lane
Norwich
NR1 2DH
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