FAST LEADERSHIP Role in Ramping Up the 112 Call Center Covid Hotline

Grace Heny

LEADERSHIP Role in Ramping Up the 112 Call Center Covid Hotline

In mid April 2020, there is a message blast from ContactCenterWorld to Indonesian Contact Center Professional. The message description is below:

The message grab more than couple hundreds registration and invite a big crowd to listen to the Online Conference Series. 

The interview took place on 21^st April 2020 using CCW platform around 13.00 PM Jakarta Time lasted 45 minutes.

Mr Raj directly meeting Mr Mor Bastiaan through digital platform in a very interactive discussion about the Call Center 112 Manado Siaga as the Covid Hotline for Manado Citizen.

First of all Raj introduce Mr Mor on the Manado City, the city where Mr Mor as the Vice Mayor responsible to serve almost half a Million of Manado citizen. 

In mid of April 2020, a month after the infected covid reported cases in Indonesia, Manado managing 18 infected cases and still able to manage the situation.  So following the Government Regulation of Isolation and Work From Home instruction to all citizen.  By having this 112 Call Center as the Covid Holtine, Manado citizen can ease that they are having someone backing them up for any information, response and help needed.  Mr Erwin Kontu as the Day to Day Key Person ramping up the idea of shifting the Call Center from usual emergency with added value of managing covid 19 in a very fast manner support by the higher management.

The interview went very well and Mr Mor Bastiaan answer the question in a tactical and direct manner.  Raj on the other hand highlighted few key items during the interview. Here is few insight extracted from the interview session.

During the covid 19 pandemic, the 112 Emergency Call Center announce by the Manado Government as the Covid 19 Hotline. Variety of calls serve here from queries, asking information, what to when handling possible infected patient, how to handle grocery bag or food from market, where to get help for the testing purpose beside the usual support given by Call Taker (the terminology for the Officer of 112 Call Center that pick up the call and serving the caller). 

The usual interaction coming from getting ambulance, firefighter, police report, electricity outage, burglary, how to help an incident victim, complaint on administering credential or Public Service support. 

The Call Center operational hour is 7 by 24 hours and being back up by few various agency serving  the Call Taker escalation process including Dinas kesehatan (Heath Agency), Firefighter Officer (Petugas Pemadam Kebakaran), and few contractual based officer.   During the outbreak of virus, the Call Center 112 also deploy few Key Procedure covering check temperature before entering site, full mask to cover mouth and nose, change cloth, one meter distancing for seating arrangement, proper food supplies for lunch and dinner. Online briefing, knowledge sharing through WA. The Work From Home for Call Taker 112 themselves are on progress to be deploy and will be based on the progress. 

Mr Mor share the work flow of how Call Center 112 escalate and collaborate with the chain of process in managing public or citizen report of complaint.  They have 3 layers of structure in 112 Emergency Call Center support by an Application called ESA 112. This Application being presented during the Top Ranking Performance ContactCenterWorld for category Best Emergency Response. The First layer of handling are the Call Taker that answering the calls, sort out the concern, collect the necessary information and write down the interaction.  The second layer is the Dispatcher, this support function for specific condition like health or special unit, in few cases manado 112 got help from Private Sector Hospital also in providing information or .

Third is the Field Responder that work in the field and come to pick up the patient or victim of accident.  During the Covid 19 Hotline, we equip our Call Taker with Proper Health Corona Virus outbreak guidance and direct support from various Health Unit and hospitals cross function to provide support to the public needs concerning the covid infection.

There is key component on how this 112 Emergency Call Center able to support and work in a fast manner. Fast Response Management support and Decision Making so Execution can take what action within minute. The Key is Leadership factor, this is very crucial especially with the current dynamic happen in the field where incident happen and also the digital life changing behavior. 

What are the key to Fast Response during this Outbreak Season? Mr Mor Bastiaan share his thought during this crucial moment on how to achieve a Fast Response Management chain command and take necessary Decision Making. He said he use to conduct daily monitoring and he, himself monitor the progress and all escalation process through the WhasApp Group (WAG) Forum and ensure all unit and three Layer of 112 escalation process completed the information up to Field Responder close the incident report. By doing this daily monitoring should be strong, leader values of fast response and take necessary decision are take place. Especially during this outbreak season, Manado City Government hoping to control the situation, manage the number spreading and infected cases in hoping to reach the Flatten The Curve target.

Raj closing the interview by specially thanking the whole Manado City Government especially those involved directly with the Emergency Call Center Manado Siaga 112.  Mr Mor Bastiaan also send Best Regards to all audience with Keeping Good Habit and taking care of our own health message in response.   112 Call Center Manado City serve as Covid Hotline to support Manado Citizen.  

 GH – written in Jakarta 22^th April 2020