International Control Room Week

We’re recognising the calm, skilled professionals who are the first voice people hear when they dial 999.

This International Control Room Week, we’re shining a light on the unseen work of our dedicated Operations Control staff, who play a vital role in the safety of Scotland’s communities.

When large-scale incidents strike, from wildfires to severe storms, the calm voices behind the scenes play a vital role in keeping communities safe.

For Aimee Wilson, who has recently been appointed to an Acting Crew Commander position in Johnstone Operations Control, every shift brings new challenges and learning opportunities.

She said: “Working in the control room is more than just picking up the phone.

“We’re mobilising appliances, dealing with multiple incidents, and ensuring there’s always fire cover across areas. No two days are ever the same.”

In her new role and responsibilities, supervising the control room and coordinating strategic cover during busy periods has been an eye-opening experience.

A woman in a black uniform sits at a desk, focused on her work in a professional setting. — Crew Commander Control Aimee Wilson based in Johnstone Operations Control

Aimee said: “Even after years in the role, you’re constantly learning.

“We’ve got such a supportive team. We take our job seriously, but there’s always room for a good laugh.”

Aimee’s story is a glimpse into the unseen teamwork and dedication of our Operations Control staff that keep our communities safe, day and night.

For Firefighter Control Sophia Cassidy, every emergency call to the control room is a moment to make a difference.

Based in Edinburgh Operations Control, Sophia, who joined the Service just over two years ago, has quickly learned what it takes to stay calm under pressure.

She said: “During big incidents, like a wildfire, the control room can be extremely busy.

“But as a firefighter control, you need to remain calm and focused. Every decision matters.”

A woman wearing glasses in a black uniform and a headset smiles warmly. — Firefighter Control Sophia Cassidy based in Edinburgh Operations Control

Behind the scenes, Sophia and her colleagues work tirelessly to coordinate fire appliances, support crews on the ground, and respond to communities in need, often during Scotland’s most challenging moments.

Area Commander Control Jacqui MacDonald said: “Our Firefighter Control are at the centre of every emergency response. Their ability to stay calm under pressure, make rapid decisions and support both the public and our crews is extraordinary.

“They embody the best of what our Service stands for: commitment, teamwork and care for our communities.”