How many of you know a guy who actually likes to chat on the phone for ages? I’m guessing not many of you. That’s how I knew that the new FESS telephone support service we started was worth its weight in gold.
Traditionally our FESS team provided a crisis intervention service, which sounds a lot posher than it actually is. The fire service or police would activate us, we’d make our way to the incident, do the best we could and then leave. That was the end of our job.
Following a call out at the end of last year we’ve now extended the service we offer to include help over the phone. What this means is that we can offer comfort and advice to people at any time of day or night even if we don’t have a crew working at the time.
So how did it all start?
At about half past six on a winter’s night I took a call from fire control to ask if there was anything we could do to help a family who’d had a fire that day. The house was uninhabitable and though the family had relatives they could stay with they were very shaken up.
I wasn’t sure what help I could offer from the other end of a phone line but thought it was worth a try. It turns out there’s a lot you can do. The fire had been started by the two year old baby who had accidentally turned the hob on, setting fire to the shopping that had been left on top of it. More