Real 999 call released to highlight the professionals answering emergencies
Content warning: What follows is a real recording of a 999 call to our Operations Control room during a flat fire. The audio could be distressing for some viewers.
An audio recording of a 999 call has been released to illustrate the critical role of managing emergency calls for the Scottish Fire and Rescue Service.
999 calls are answered by staff who are based in Operations Control rooms and their job title is Firefighter Control.
As the initial point of contact for emergency calls, these dedicated professionals are the first responders that callers speak to in times of crisis.
The Scottish Fire and Rescue Service (SFRS) is looking to recruit more Firefighter Control staff.
Firefighter Control Beth McInnes took the emergency call during a night shift at Johnstone Operations Control room in Renfrewshire earlier this year.
The 999 call was made by a woman in a block of flat in Glasgow who alerted Beth to a fire and that smoke was coming through her door.
The fire had taken hold in the stairwell of the building.
The woman was audibly frightened, and Beth remained calm and provided reassurance and guidance, staying with the caller until firefighters arrived to rescue her.
Beth can be heard saying to the caller to stay near the window for fresh air.
I feared for my life that night. I'm incredibly thankful for all the help from Beth and all firefighters who helped me.
Beth, who joined the Service in 2024, said: “It was a team effort. As much as I was the one on the phone, the rest of the team in the control room supported me.
“I’m glad that the caller was brought to safety.”
The caller, who remains anonymous, said: “I feared for my life that night. I'm incredibly thankful for all the help from Beth and all firefighters who helped me.”
The recruitment is now underway
SFRS is now recruiting for Operations Control staff across its three sites in Johnstone, Dundee, and Edinburgh.
Firefighter Control across Scotland are the frontline in supporting emergency incidents and coordinating our resources across Scotland, yet often goes unnoticed.
Speaking of her role as Firefighter Control, Beth said: “I find my job to be both challenging and incredibly rewarding.
“It's truly fulfilling to know that I could potentially be a source of reassurance and comfort for someone in their time of need and have the opportunity to make a positive impact every day.”
Beth’s transition to working as a Firefighter Control is a significant change in her career.
After dedicating nearly a decade to the hospitality industry, she made the bold decision to pursue a new career in the emergency services.
Reflecting on her choice, she said: “I was longing for new challenges in my career. When the opportunity presented itself, I seized it.
“Every moment in this job brings me great satisfaction.”
I find my job to be both challenging and incredibly rewarding.
Area Commander Control Jacqui MacDonald said: “Our Firefighter Control play an important role in responding to various emergencies, from fires to water rescue.
“I encourage those who have strong teamwork, communication and problem-solving skills under pressure to apply.
“Our dedicated instructors will provide full support and guidance throughout the training to ensure that every individual becomes a skilled Firefighter Control capable of handling emergencies of all kinds.”
Visit the career section on our website for more information about the role as Firefighter Control.