This week we speak to Julia Tonks- a member of the service’s 999 control room.
Julia speaks about the crucial role control operators play in delivering life-saving fire survival guidance to people who ring 999.
She also describes a specific incident when she gave advice to a woman trapped in a burning building. She talks about what she said, how she says it and what it feels like to save a life by being at the other end of a phone.
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