The Control Room Operator (CRO) training objective is to formally assess safety officers that deal with emergency situations and response preventing risks and minimise the effect of an incident.

Course Overview This 10-day courses is designed for control room staff within the organisation and will be a mixture of modules which could be adapted if necessary depending up the needs of the client. The key objectives of the course, depending on the level, are to provide knowledge and understanding of how to handle calls, deal with emergency calls and incidents and to lead and manage people. The course also seeks to develop Control Operators into a Supervisory role. The Course can be bespoke to your Service’s needs, though modules are generally selected from the following subjects: Operator / Supervisor level • Introduction to Control Room working • Appreciation of the wider issues of call handling • Receipt and Handling of Emergency Calls • Dealing with incidents and understanding the incident command system • Communications technical mobilising • Communications equipment technical input • Call handling simulation exercises including recording and debrief • Management studies – communication and listening skills, managing conflict, decision making, report writing, questioning techniques, instructional techniques , how people learn, defining and writing objectives, planning exercise, interviewing workshops, report writing, assessment, practicing leadership exercises • The role of control room managers • Health and safety

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