Collectively, they answered over five million calls in 2025/26 and dispatched around two million emergency and patient transport ambulances.

Around 350 of our control room colleagues are clinicians who support patients who are waiting for an ambulance and help make sure they receive the most appropriate care.

This International Control Room Week, we’re recognising their invaluable contribution to what we do.

Jamie Dempsey, ICC Service Delivery Manager, says: “Control rooms are often described as the nerve centre of an organisation’s operations, and that is certainly the case for us.

“There are so many different roles within our Integrated Contact Centre, but everyone plays a part in helping us be there for our patients. Whether they’re answering a 999 or 111 call, dispatching an emergency ambulance, arranging patient transport, coordinating our operational response or supporting colleagues behind the scenes, their contribution is invaluable.”

We’re celebrating the week on social media too, with a few Reels featuring some of our call handlers, including ‘a day in the life’ with Emily Walsh. Take a look on our Facebook and Instagram pages.

Happy International Control Room Week to all our control room colleagues working around the clock to support our patients, colleagues and services.

Notes

Our regional operational co-ordinating centre (ROCC), or ”rock” as we call it, gives a strategic overview of our emergency service across the region and constantly monitors this to ensure we’re all working together as one.

Our support centre manages telephone calls relating to staffing issues, vehicle breakdowns, radio communication faults and the safeguarding of vulnerable adults and children amongst many other roles.

Where possible our clinicians in our control rooms can also refer patients to other services such as community care teams, district nurses and GPs.