Riga, Latvia, Feb, 2021 -- To ensure faster and more efficient deployment of assistance in emergencies, a number of improvements are planned for the 112 hotline for emergencies, as reported by Latvian Interior Affairs Ministry.
Currently, when residents call 112 to request medical assistance, their call is forwarded, forcing callers to explain their situation again, which means valuable time is lost.
It is planned to establish a two-level model to process emergency calls.
This model would help make it easier for callers to provide information because the callers will not be forwarded to a different emergency service unless assistance is required from a specific service.
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112 hotline call processing function will be set up on two levels – on the first level the call centre will accept all emergency calls, including calls for 110 and, in the future, 113. Operators will then determine the location and nature of the emergency then pick the necessary service to which information will be provided. When accepting the call, all information regarding emergencies will be added to the electronic map. Then the electronic map will be passed to all necessary emergency services.
On the second level, however, emergency services will be provided with said electronic map to deploy their workers to the site of the reported emergency. It will help improve mutual communication between services, because all involved services will receive information simultaneously. Additionally, if a person calls 112 again to ask when assistance will arrive, the operator will be able to provide this information.
Another improvement is more accurate determination of the caller’s location (up to 50 m radius).
This is possible thanks to Advanced Mobile Location (AML) system. The possibility to determine the accurate location of the caller is provided by GPS or local Wi Fi network.
A mobile app is planned to be introduced so that people are able to use modern communication options to contact 112 hotline for emergencies. This will allow callers to send photos and video materials along with important information regarding the emergency. It is also planned to add functionality for special needs people so that they, too, are able to report emergencies and accidents.
To accomplish the necessary goals, it is planned to raise the capacity of 112 contact centres – take on more employees, provide training, raise qualifications and sort certain work-related obstacles.
On Thursday, 19 February, the Cabinet of Ministers supported Interior Affairs Ministry’s prepared report and proposals included therein to improve the organizational structure of 112 call centre and the quality of services provided.
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, February 22, 2021
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