West Yorkshire Fire and Rescue Service (WYFRS), the fourth largest fire service in England, was preparing to transition to a new, cloud-based control room software solution as part of a critical infrastructure upgrade and move to a brand-new control room. This new system, supplied by technology provider Frequentis, would change how WYFRS handles call-taking and resource dispatching to meet the demands of the busy area the Service covers.
This needed a solution that could meet the diverse needs of the control room teams and embed lasting change. It had to support a variety of roles, align with operational workflows, and ensure every colleague felt confident and fully equipped to use the new system, all ahead of the planned ‘go live’.
The Me Learning Solution
To meet the complexity of this challenge, WYFRS needed more than just training. They needed a partner that could help them to continue to embrace technology-led learning, so abstractions were minimised, and learning could fit around shifts. At the same time, they recognised the need for classroom training, to give people the opportunity to discuss scenarios with peers, benefit from direct engagement with an expert and to provide longer term resilience for future training programmes. So, their partner needed to be able to design classroom training that their trainers could deliver to fit different learner needs.
Me Learning designed, developed and delivered a comprehensive blended training programme tailored to WYFRS operational workflows and role-specific responsibilities. This solution addressed each stage of the transition, ensuring readiness for go-live. It was designed to build confidence, embed knowledge and ensure lasting success.
The unique elements of this programme included:
- An awareness video: A professionally produced video that introduced the new system and outlined the training approach. It set the context for the change and helped colleagues understand the purpose and benefits behind the transition.
- A digital learning suite: A suite of interactive, bite-sized tutorials. Each module was task-focused and role-relevant, integrating WYFRS-specific workflows, screen navigation and system use, to ensure practical learning. It formed the foundation of all learning, which enabled classroom training to be focused and more impactful.
- A branded LMS: A fully branded instance of Me Learning’s secure and scalable learning management system – Form LMS – through which all learning content was deployed, so learning was accessible 24/7 from anywhere.
- An instructor-led course: A detailed course was developed to equip internal trainers and key operational leaders with the knowledge, skills and confidence to handle complex scenarios on the new control room system. It also prepared them for their onward end-user classroom training.
- Supporting documentation & post go-live support: Comprehensive reference materials and ongoing support channels ensured that learning didn’t stop at ‘go live’.
This collaboration not only showcases Me Learning’s innovative capabilities in training design and delivery but also further cements our role as a trusted partner in the emergency services sector. Colleagues across all control room functions are now equipped with targeted knowledge, practical skills, and the confidence to operate effectively from the go-live date.
Shirley Berry, Director of Strategic Solutions, at Me Learning said:
“The blended training programme we created with WYFRS is a model example of how technology adoption in high-pressure environments can be both empowering and transformational. We’re proud to be working with WYFRS on this critical project to help their frontline colleagues build the confidence and capability they need, which will last well beyond day one.
“It’s a joy working with the WYFRS team and because they were open to looking at things differently, it enabled us to create an innovative, engaging learning solution that will support today’s learners and future new starters.”
Group Manager, Julie Jowett said:
“From day one, the team at Me Learning was understanding of our needs and keen to incorporate our ideas. Their professionalism and learning style knowledge have been encouraging and reassuring for us throughout. Me Learning have really listened to what we want and made it a reality, promptly accommodating the changes we asked for. The team couldn’t have been more helpful, and their empathetic understanding of our processes is commendable.
“The digital learning combined with face-to-face tutor sessions has worked perfectly for us. We have been able to flexibly fit our training around working patterns and ensure a positive blended experience for our people.”
Julie also mentioned that the learning designer from Me Learning team understood things so quickly that colleagues at WYFRS thought she’d come from another fire control room. This reaction really underscored how closely the Me Learning and WYFRS teams worked together to ensure training met day-to-day and operational demands.
Watch & Fire Control Training Manager at WYFRS, Jo Goode said:
“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. The combination of digital tutorials and face-to-face training gave our teams the confidence to embrace the new system, and the feedback from colleagues has been excellent”.
The Outcome: A New Model for Technology Adoption
WYFRS isn’t just adopting a new system, they’re embracing a new way of working. This project continues to build on how the organisation approaches learning, digital adoption, and change. The benefits go far beyond the initial rollout, from helping them to embed new behaviours to building lasting confidence that has set WYFRS up for continued success.
The results so far speak to the strength of Me Learning’s approach and reflect our ongoing commitment to supporting the UK’s emergency services. We’re proud to help frontline organisations adopt new systems in ways that are practical, sustainable, and built for the long term. WYFRS is part of a growing community of services that aren’t just keeping up with change, they’re leading it.
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.
