Operational Communications is a branch of Fire & Rescue New South Wales’ Specialised Operations Directorate. Operational Communications is headed by the Manager Operational Communications and employs approximately 160 operational, technical and administrative support staff. There are four Communication Centres located at Sydney, Newcastle, Wollongong and Katoomba. Their areas of responsibility, or dispatch areas, are described in a later section.

All staff at the four Communication Centres (ComCens) are drawn from operational ranks and applicants for Operator positions must hold the minimum grade of Qualified Firefighter. The ‘sign up’ period for Sydney ComCen service is two years. For Regional ComCens it is three years. Staff undergo a six-week basic training course and this is supplemented by skills maintenance and skills acquisition training as required. Supervisors and Response Coordinators receive an additional 2 weeks of focused training.

Operational Communications is one of the most technologically advanced operational areas of FRNSW and regular training is critical so that staff maintain their competence at call taking, dispatch, equipment usage and emergency management support. All ComCen staff work a shift roster. Each shift is managed by a Supervisor (of Station Officer rank). All shifts answer to the Inspector at Sydney ComCen known as the Response Coordinator (ResCo) who in turn is responsible to the Manager Operational Communications (MOC). The MOC reports to Assistant Director for Preparedness and Response (ADPR), who reports to the Director Specialised Operations (DSO).

Also located at Alexandria is the administrative, technical support and training base for Operational Communications. This centre provides all ComCens with 24-hour technical and training support.