West Yorkshire Fire and Rescue Service (WYFRS), the fourth largest fire service in England, embarked on a major infrastructure transformation: simultaneously moving to a new building / site and implementing a new cloud-based control room software system. The control room operates 24/7, meaning training had to be delivered without ever disrupting emergency operations.
To meet this challenge, WYFRS partnered with Me Learning to design and deliver a comprehensive blended learning programme, one that would give every control room colleague the knowledge, confidence, and practical skills to be fully operational from day one.
The Challenge
The scale and complexity of this project created a series of interlocking logistical and human challenges:
- The new software system was installed, operating from a new Control Room located 30 minutes from the existing Control Centre. The most current version of the system could only be accessed in the new Control Room. Staff travelled the new location for their main training sessions.
- Staff time is precious. Many colleagues are carers or have family commitments, making it difficult to give up additional time. To achieve their go-live date, WYFRS offered overtime and time off in lieu to support attendance.
- Training was ideally delivered by watch group for continuity, though this was not always possible.
- WYFRS had not previously worked with an external training provider for control room software. There was initial scepticism about whether someone without a control room background could truly understand, and train on, specialist operational software.
The The Solution: A Blended Learning Programme
Me Learning designed, developed and delivered a blended training programme built around WYFRS’ operational workflows and role-specific responsibilities. The programme comprised several interconnected elements:
Awareness video
A professionally produced video introduced the new system and set the context for change, helping colleagues understand the purpose and benefits of the transition before any training began.
A suite of bite-sized e-learning tutorials
A comprehensive suite of more than 30 interactive, task-focused tutorials, was built around WYFRS’ specific configuration and workflows. Crucially, the suite was released in batches rather than all at once, a deliberate choice to prevent learners from feeling overwhelmed by the volume of content. This also allowed the project team to support learners who needed extra help and enabled teams to work through additional scenarios to build confidence.
Instructor-led classroom training
A detailed classroom course equipped internal trainers and key leaders with the knowledge and confidence to handle complex scenarios and deliver onward training to end users. Me Learning’s trainer, Cathy, was so familiar with a control room’s operational requirements, having worked on several similar programmes, that colleagues assumed she had come from another fire service.
A standalone knowledge check
The knowledge check was created as a separate, repeatable resource so learners could revisit and self-test independently, which was particularly useful for those who wanted to reinforce their learning after the classroom session.
A branded LMS
All content was delivered through a fully branded instance of Me Learning’s Form LMS, accessible 24/7 from any location, essential for a 24/7 workforce located across sites.
Supporting documentation and post go-live support
Comprehensive training materials, based on WYFRS’ configuration and ways of working, were created in a role-based, end-user ‘flow’ to help their trainers deliver end-user training. The use of live-like scenarios ensured content resonated with learners and the ongoing support channels, including Me Learning’s service desk, ensured that learning continued well beyond the go-live date.
“From day one, the team at Me Learning was understanding of our needs and keen to incorporate our ideas. The digital learning combined with face-to-face tutor sessions has worked perfectly for us. Working with Cathy and the Me Learning team was a hugely positive experience. They quickly understood our needs and designed a programme that was professional, informative, accurate and useful.”
Julie Jowett, Group Manager Fire Control, West Yorkshire Fire & Rescue Service
What Made the Difference
Training in the actual workplace
Learners found it particularly beneficial to complete training in the new control room itself. Being in the environment where they would actually work created familiarity with the space and the system simultaneously. Most came in pairs, which enabled peer discussion and those conversations proved valuable long after go-live, when colleagues could say “remember when we practised that? How did we do it?”
E-learning first, then classroom
The sequencing of the programme was key. Every learner completed the e-learning before attending classroom training. This meant they arrived with a foundation of knowledge, enabling Cathy’s in-person, train-the-trainer sessions to focus on discussion, scenarios and deeper understanding rather than basic instruction. Some learners then repeated the e-learning after the classroom session, now with greater confidence and context.
Bite-sized content that respected people’s time
The bite-sized format of the tutorials was welcomed, focused, task-relevant, and easy to fit around shift patterns.
A delay to go-live became an opportunity
When the go-live date was moved, WYFRS used the additional time to ensure every colleague completed their training thoroughly. The result was that staff were genuinely confident on day one, not just technically prepared, but psychologically ready.
Expert trainers who earned trust
Initial scepticism about whether an external trainer could understand the nuances of control room operations was quickly dispelled. Cathy’s knowledge was so deep and her delivery so credible that one colleague asked which control room she had come from. Neil, who led the knowledge transfer sessions, was similarly praised.
The Results
By using e-learning as the foundation of the training programme, freeing up classroom time for deeper, scenario-based learning, WYFRS achieved significant efficiency gains:
- 45 people trained across all control room functions
- A minimum of 3 days’ training time saved per person, equivalent to 135 person-days across the cohort
- Savings in overtime and time off in lieu costs by comparison to using a traditional, fully-classroom approach
- Consistent knowledge across the entire team. Everyone trained on the same content, in the same way
Ongoing and Future Value
The training programme is not just a go-live asset, it has become a lasting resource for WYFRS:
- The e-learning suite is now the standard onboarding tool for new starters. WYFRS has at least five new starters joining in 2026, a mix of people new to control room roles and experienced professionals. The programme will be used with both groups, and WYFRS is keen to understand whether the learning benefits differ between audiences.
- With a diverse workforce, the value of the training suite will grow even further over time as new staff join and are onboarded with a consistent, high-quality programme
Advice to Other Control Rooms
Based on their experience, the WYFRS team shared the following guidance for any control room undertaking a similar technology transition:
- Design for different learning styles. Not everyone learns the same way. Some people benefit from repetition; others prefer to explore the training system independently. A well-designed blended programme should accommodate both.
- Complete e-learning before classroom training. Learners who arrive at classroom sessions with prior knowledge get far more from the experience. The classroom becomes a place to apply and deepen understanding, not to cover basics. It also shows you value your team’s time, by ensuring time away from frontline duties is focused on what’s really necessary.
- Don’t leave classroom training to the last minute. Allow enough time between training and go-live for people to practise on the system. Confidence comes from repetition, not just instruction.
- Embrace a blended approach. The combination of self-paced digital learning and instructor-led sessions gives people the chance to learn at their own pace and to get answers to their specific questions.
- Release content in batches. If you’re implementing a large suite of tutorials, avoid releasing everything at once. Seeing 30+ modules on day one can be daunting. Staged release helps learners feel in control.
- Seek reassurance from peers. WYFRS reflected that hearing from another fire or emergency service about the quality of Me Learning’s training would have given them greater confidence at the outset. If you can connect with a service that has been through a similar transition, do it early.
For more information contact Shirley Berry, Director Strategic Solutions at shirleyberry@melearning.co.uk or 01273 091 301.
Learn more about how our bespoke training supports emergency services teams.
