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The human factor: why humans are key to resolving chemical crisis situations

27 May 2025

The chemical landscape is evolving. Evidenced by a growing number of calls involving alternative fuels and electric vehicle incidents, the skills, knowledge and expertise of our Emergency Response (ER) team evolve too.

Trusted by chemical manufacturers worldwide, our expert chemists provide 24/7 telephone-based guidance to help manage a wide range of incidents. With decades of hands-on experience and deep technical knowledge, our team is equipped to respond to nearly any chemical scenario imaginable. Every incident call is handled by our experienced team of highly trained, resourceful experts, working around the clock to bring clarity and control to unpredictable situations.

Incidents at home: reassuring expertise

Chemical emergencies in the home may not always seem severe, but they still require a quick and knowledgeable response. In one case, a concerned father called our helpline after his child suckled from a household spray bottle. We train our team to understand that situations like this are stressful for parents, and our first response is to go into reassurance mode.

In this case, we sought further information from the father. The child had only ingested a very small amount, and we were able to check the formulation and hazards associated with the product. Thankfully, like many consumer products today, this product had a very low hazard level. The ERs next step was to talk the caller through the information we had on the product, explaining that the child is unlikely to come to serious harm, and clearly described the key actions for the parent to take to ensure a positive outcome.

Commercial complication: preventing, managing and mitigating risk

One of the reasons our customers come to us – and remain with us – is that our phone lines are answered by trained chemists who can provide proportional advice to incidents and not only information from a safety data sheet. A key example of this is to identify potential reactions if products are misused or mishandled.

For example, one of our clients produces pool treatment chemicals, which if mixed improperly, can release chlorine gas – a highly toxic and potentially lethal gas. In a recent scenario, a new employee at a leisure centre mixed two chemicals incorrectly, leading to a release of chlorine gas. The ER team quickly identified the reaction, confirmed the release of chlorine gas, and provided step-by-step guidance on how to mitigate the risk using on-site protective equipment and clean-up protocols.

Incidents involving a significant release of chemical often require the involvement of emergency services. However, our response team guide on-site personnel through how to resolve incidents safely with the equipment available, quickly mitigating the risk of escalation and the need to request emergency services intervention. The commercial organisation was able to quickly regain control of the situation and return to normal operation.

For first responders: tailored scientific support

Our team provides dedicated scientific support to the UK’s emergency services through a specialised helpline. In instances involving unknown chemicals or unusual situations, first responders rely on our expertise to navigate complex incidents.

One example involved a gel-like substance found at a newly installed electric vehicle charging point. The fire service needed to determine the identity of the substance, assess risks, and decide how best to manage the clean-up. As is often the case, identifying the unknown material was the first challenge. Our ER team quickly assisted in identifying the likely hazards, advised on personal protective equipment (PPE) and walked the fire services through the best approach for clean-up and site isolation.

Our chemists also provided insights into the chemical properties of the substance and the most appropriate methods for mitigating risk. This support ensured that the first responders could act confidently and efficiently in a potentially hazardous situation.

Behind the headlines: supporting large-scale incidents

While many incidents are locally managed and low-profile, others can make headlines due to their potential for widespread impact. For instance, when the damaged cargo ship MV Ruby, entered UK waters carrying 17,000 tonnes of ammonium nitrate, our team was called to provide immediate chemical risk assessment.

Ammonium nitrate commonly used in fertilizers, can become hazardous under certain conditions, including the potential to detonate. The ship’s damage raised concerns – especially given the tragic incident in Beirut in 2020 – where a smaller quantity of ammonium nitrate caused catastrophic destruction.

Our chemists provided technical advice to the Coast Guard and local fire services, helping them assess the level of risk and determine appropriate safety measures.

The difference it makes: scientific expertise with human insight

Our ER team turns moments of uncertainty into opportunities for confident, scientifically backed action, ultimately ensuring the best possible outcome in each scenario. Whether it’s a small domestic issue or a large industrial emergency, technical expertise is key to safely managing chemical incidents.

At Ricardo, we blend in-depth chemical knowledge with human insight and decades of response experience to ensure the correct response, minimise any risk and assure the safety of all involved.