Concenta

The aim of Concenta is to create a Control Centres Association. Concenta will recognise, promote, support and develop the professionalism of our country’s emergency control centres and the expertise and dedication of those people working in those centres in whatever capacity – call handling, dispatch, supervisory, management or leadership roles Emergency control centres are the first point of call for people in need or distress and seeking urgent assistance. This can be critical and life-threatening events such as those handled by the blue-light emergency services and associated services, it can be to provide assistance to those is a hazardous situation such as an incident on a high-speed road, or else in need of help to resolve a problem - such as calls for roadside assistance. In all cases the initial call-handler has no idea when the call is delivered to them what to expect and speed in ascertaining the situation and accuracy in information capture is critical. As the call progresses the call-handler provides important initial first-line reassurance and will often provide advice that can help the caller to better handle the situation, or in some cases (such as CPR instructions delivered during the call) save a life. Alongside the call-handling activity dispatch teams ensure the most appropriate resource is deployed, balancing limited resources with the incoming demand and often coordinating multiple resources and/or multiple agencies in response to an incident.