Implement call redistribution plans

Control Measure Knowledge

A call redistribution plan, such as Operation Willow Beck, is a pre-determined plan involving fire controls that do not normally form part of a buddy or consortium agreement. Participating fire controls agree to manage emergency calls on one another’s behalf when multiple calls exceed the capacity of a fire controls normal plans, such as buddy and consortium arrangements

Call redistribution plans are an effective way to share a significant increase in call volume across multiple fire controls beyond the level that a typical buddy or consortium arrangement could achieve.

Call redistribution plans, such as Operation Willow Beck, allow for significant increases in 999 calls to be spread amongst participating fire controls, while reducing the overall impact unanswered calls have on the capacity of the 999/112 network. When a call redistribution plan is implemented, delays in answering emergency calls will be minimised so far as possible, reducing the time emergency callers may wait to speak to fire control personnel and receive survival guidance.

Fire and rescue services should recognise that call redistribution plans are in addition to, rather than a replacement of, existing methods of increasing emergency call management capacity. During periods where multiple calls exceed emergency call management capacity of a fire control, other methods covered in this guidance should be considered first.

Call redistribution plans provide a method for emergency call management only; they do not allow other fire controls to conduct the mobilisation or incident management for the affected fire control. An effective call redistribution plan will require pre-identified methods to efficiently pass emergency call information back to the affected fire control for a response. More information can be found in Control measure – Pass incident-related information to affected fire controls during periods of multiple calls.

Strategic Actions

Tactical Actions