High calibre – DFB’s new emergency service controllers

Dublin Fire Brigade has welcomed the latest batch of emergency service controllers, who graduated from the O’Brien Institute last December.

Last December, a fresh batch of emergency service controllers finished their ten weeks of training in the O’Brien Institute, graduating in front of senior officers, training instructors, friends and family. The day began with the recruits undertaking their final exams, followed by a gathering in the chapel – a Critical Incident Stress Management (CISM) information session where CISM team member Adrian O’Grady spoke to the new controllers and their families, providing an outline of what CISM is and what the team provides – a response to any call within 20 minutes from a team of volunteers across the job.

O’Grady also outlined the role of the controller, the need to get a clear picture of the scene, the ability to calm callers down and empower them to help others, to mobilise resources within seconds, and liaise with crews on scene. “Call takers save seconds, seconds save lives,” he noted.

In addition, he touched on the need for resilience and their ability to bounce back – some of the calls received by emergency service controllers can take their toll, and care and support from their loved ones at home is very important to cope with trauma.

During their training, the recruits were exposed to increasingly severe calls, and are being mentored by experienced colleagues in their early days in the job. The CISM team has recently introduced a support whereby emergency service controllers can press a button and speak to a member of the CISM team. But family support is paramount to reducing the impact of the highly stressful workplace, and is important for maintaining a good work/life balance.

“CISM is not an illness or a disease. From next week, your nearest and dearest will be exposed to very stressful and complicated situations. We have trained them for it insofar as we can. However, stress can manifest itself in different ways,” explained Brigade Training Officer Gerry Stanley.

Passing out

The CISM talk was followed by a drill at the front of the chapel, an inspection of the graduating controllers by Brigade Training Officer Gerry Stanley and Assistant Chief Fire Officer Dennis Keeley, ending with an official presentation of certificates inside the chapel. A popular topic was the standard of training, the quality of the recruits, and how this is just the first step in their new careers.

“It was difficult to start with, it took a bit of getting used to, coming from the private sector, not being used to being so disciplined. But after the first week or so I was settled in. It was all very interesting, very rewarding too,” said David Doran, one of the new emergency service controllers who hopes to one day undertake the firefighter and paramedic training. “Like most young people, I’ve always admired the fire service, I’ve always wanted to be a part of it. I’ve been in the Civil Defence, and I applied for the last number of recruitment opportunities. Lucky enough, this time I got in!”

 

Emergency service controllers

Speaking at the ceremony, ACFO Keeley was full of praise for the graduating recruits.

“The role that you take on is an extremely important one – you are the face of Dublin Fire Brigade when a person makes a call for help, whether it’s for the fire service, ambulance or rescue,” he said. “It can be at times a very stressful job, but I would hope that the training you have been equipped with, your colleagues, the further training that you will undergo, and the family ethos in the brigade will get you through the types of incidents that you will face. I wish this class the absolute best for their future careers. For us, the future looks good when we have people of your calibre coming into the job.”

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