Dundee law graduate finds purpose as 999 call handler helping people in times of crisis
When you dial 999 in an emergency, the voice on the other end of the line could be someone like Louise Kettles.
Louise is one of more than 50 Firefighter Control staff based at the Scottish Fire and Rescue Service's (SFRS) Operations Control room in Dundee.
A law graduate from the University of Dundee, Louise swapped a legal career to join the ranks of SFRS in 2022 and now plays a critical role in supporting the delivery of one of Scotland’s core emergency services.
Louise said: “I had a great job, but I knew I was not making the kind of impact I wanted to.
“I have always admired emergency service workers, but thought it was too late for me to make a change.”
Firefighter Control staff are trained to use specialised emergency call handling techniques to support and protect people in potentially life-threatening situations.
Louise was part of the team that managed thousands of emergency calls and helped to mobilise and coordinate firefighters from across Scotland during Storm Babet last year.
She said: “The scale of the disaster was beyond anything I had experienced before.
Despite the overwhelming challenge, we all worked together and gave our best to serve our community.
SFRS is currently recruiting for Firefighter Control staff across its three Operations Control centres in Dundee, Edinburgh and Johnstone. The Dundee site is located at Macalpine Road Community Fire Station near the city centre.
Louise hopes others will follow in her footsteps, adding: “People are often afraid of changes, but if you feel a calling to help others, don’t hold back.
“The work we do in emergency services is tough, but it’s incredibly rewarding.”
Area Commander Control Jacqui MacDonald said: “Louise’s story is a reminder that it’s never too late to pursue a new career path.
“Her background as a law graduate brings a lot of valuable experience to her role as Firefighter Control, and we want more people to follow her footsteps.
“It’s a hugely rewarding career where you work as part of a closely-knit team, playing a key role in keeping people safe in their time of need.”
Applications for the role of Firefighter Control close on Tuesday, 1 October. More information can be found via firescotland.gov.uk.