An Emergency Services Operator in a Fire Control Room has just started a long night shift when she picks up a call from a desperate young mother. An hour previously, Gemma had fallen asleep in front of the television and has now woken to find the room full of smoke. Her three year old son is asleep upstairs. Flames have started to creep down the stairs that Gemma must use in order to reach her son. The operator’s guidance is all that Gemma can rely on to help her survive.