INTEGRATED RESCUE SYSTEM OF THE SLOVAK REPUBLIC

Transcription

1 INTEGRATED RESCUE SYSTEM OF THE SLOVAK REPUBLIC July 2012

2 S L O V A K I A - GENERAL INFORMATION Area: km 2 Population: 5,4 mil. Capital: Bratislava Counties: 8 Municipalities: 79 Cities: 138 The lowest altitude: 95 m (River Bodrog) The highest altitude: 2655 m (Gerlach Peak)

3 EMERGENCY NUMBERS 112 European Emergency Number 155 Rescue and Medical Service 150 Firefighters 158 Police 159 City Police Mountain Rescue Service

4 SIZE OF OPERATIONS Ministry of Interior is generally responsible for the state police, firefighters, civil protection and mountain rescue service. Directs and supports them legally, financially, materially, technologically, etc. Ministry of Health is responsible for regional emergency response centers of medical and rescue service and supports them legally, financially, materially, technologically, etc. Issues a permit for companies for operations of ambulances Companies Falck Záchranná, a.s. Košice, Záchranná služba Košice, LSE spol. s.r.o. Limbach own ambulances, directs and support ambulance staff.

5 HUMAN RESOURCES 8 PSAPs (112), Emergency Centers of Medical and Rescue Service (155), Emergency Centers of Fire and Rescue Service (a few 150) and Police Emergency Centers (a few 158), all at the county level Call takers of Civil Protection Call takers of Medical and Rescue Service 50 Emergency Centers of Fire and Rescue Service at the municipality level (a few of them ensures reception of national emergency call 150) 53 Police Emergency Centres at the municipality level (a few of them ensures reception of national emergency call 158) Policeman 4286 Firefighters

6 CITIZENS KNOWLEDGE OF % of the citizen knows that 112 is European Emergency Number that can be used to contact emergency services anywhere in the EU 5% of the citizen thinks that other number than 112 is enable them to call anywhere in the EU

7 PROMOTE % of the citizen received information regarding the 112 European Emergency Number over last 12 months through: Television (86%) - TV series 112 have been broadcast by the most-watched TV for several years and new one is in preparation process. Internet, Newspaper, Radio (70%) - Ministry of Interior website, Civil protection and Rescue 112 magazines. Public displays (20%) - Display on vehicles of emergency services. Telecommunication operator (18%) - SMS. Other (24%) - International conference Rescue Forum 112, Day 112, Competition of Young Rescuers of Civil Protection.

8 M O DEL Counties = 8 PSAPs = 4 Call takers 112/PSAP = 32 Call takers 112 in Slovakia /day shift

9 EMERGENCY SERVICES INTEGRATION WITHIN PSAP Call takers and dispatchers of Civil Protection, Emergency Medical Service and Fire and Rescue Service at the county level share the same room or building. All 112 Call takers use the same software and share data. 112 Call takers do not share data with other Emergency Centers, except Emergency Centre of Fire and Rescue Service at the county level, other way than voice communication. Call takers and dispatchers of the other national emergency numbers use own software and do not share data. Information transfer between them is ensured only through voice communication.

10 112 ACCESS Emergency 112-calls are directed to the PSAPs, that are located in eight regional county city from the mobiles and landlines. All calls are located at the PSAPs. Available VoIP services. SMS can not be used for connection to 112 EMERGENCY CALL STATISTICS 2011 PSAP`s received a total of 2,06 million of 112 calls per year Some kind of action was taken in 0,64 million calls of these The percentage of calls related to emergency was 31,2%, i.e. more than 60% of the 112 calls were false.

11 CALL-HANDLING ASPECTS Emergency call operators training takes 1 month. Psychological support is used only by the Emergency Medical Service. Provided psychological support is led by the Ministry of Health of the Slovak Republic. Protocols help operators to take decisions (for ex. Methodology PSAP activity) CALL HANDLING FIGURES Average response time: 5 seconds for calls Average call duration (1:30) minutes (including consulting calls) Intervention time depends on priority level, which is set by call-takers during the emergency call. Legislation guidelines for Emergency to react within set time frame 15 minutes

12 M ULTILINGUAL CALLS PSAP operators are obliged to have the knowledge of foreign language + language courses organised by district offices Operators able to handle emergency calls in Czech and according to the territory also in Russian, Hungarian and Polish Calls redirection to another PSAP to ensure basic emergency communication in English, German and French Use of booklet with principal phrases in different languages According to the experience approximately 10-15/month ( /year) emergency calls in foreign language Multilingual calls represent approximately 0,15% of total number of emergency calls PSAPs send the list of languages in which PSAPs are able to handle emergency calls to the Permanent Service of the Integrated Rescue System and Civil Protection Section of the Ministry of Interior of the Slovak Republic

13 TRANSFER O F CALLS AND DATA SHARING BETWEEN ORGANISATIONS System able to transfer call to other emergency service organisation or PSAP in maximum 3 seconds. System does not share emergency call and caller data with another organisation. The data sharing between different PSAPs of the same organisation by unified systems. Slovakia has implemented Signaling System No.7 SS7. If the PSAP is occupied or the system fell down the emergency call is automatically redirected to another PSAP.

14 CALLER LOCATION DISPLAY EVENT MANAGEMENT IDENTIFICATION OF THE PLACE OF ACCIDENT (BASED ON THE LOCALIZATION OF THE MOBILE PHONE) Method of providing fixed caller location information and time needed to provide it on request - Pull; estimated time a few seconds Push in the case of one operator (Telefonica O2). Pull in the case of other two operators. Caller location provided within 1 min. in case of 94.5% of requests; average time from 2-3 sec. to 20 sec. max. Estimated average precise localization is the conical slot of 300 m to 4 km. The estimation is more effective in urban areas than in rural ones. The issue of precise localization is not specified by law.

15 PUBLIC WARNING FOR CITIZENS Ministry of Interior of the Slovak Republic Government MIC WC of neighbouring country Legend: MIC - monitoring information centre (Brusel) SHI - Slovak Hydrometeorological Institute COUNTRY WARNING CENTRE 24/7 SHI Power Plants Police Ministry of defence Modem RDS * 8 # National Broadcast * 8 # National TV County offices Digital data connection Regional warning Centers (8) 24/ * 8 # Regional broadcast ISDN, others Autonomous warning system RDS, telemetria Village mail, fax, SMS sirens Local warning and notification point TV broadcast Citizen Public addres system Radio & TV receiver GSM/GRPS Mobile Warning devices Possibility of warning

16 I N T E R N AT I O N A L C O L L A B O R AT I O N W I T H E M E R G E N C Y S E RV I C E S Slovakia hasn t agreement with operational centers of border emergency. International call is connected to PSAP operational center neighboring state. Major emergencies are dealt with department of civil protection and crisis management at the District Office (Obvodný úrad). Voice exists with border the PSAPs. C I T I Z E N S F E E D B A C K S, C I T I Z E N S S AT I S FA C T I O N A N D E VA L U AT I O N Citizens can send feedbacks and complaints (post, , fax, phone) to the Department of Control and Inspection Services of the Ministry of Interior of the Slovak Republic. Feedbacks and complaints are equipped within 30 days limit. All 112 calls are recorded and stored for 3 years (on the electronic read-only media ). We don t use any Quality Improvement System

17 C H A L L E N G E, P R O J E C T S A N D / O R R E F O R M S Challenges Recommendation adopt routing 112, which lead from the documents published NG 112 EENA Association. GIS - update maps and implementation of new software functionalities Localization by GPS ecall since 2015 in every new car Shortening of reaction time for intervention rescue forces Increasing the availability of services and effectively trouble shooting by service management and improving processes Building a central monitoring and control workstation L I S T O F T E C H N O L O G Y P R O V I D E R S Security Cisco, Microsoft Networking Cisco, HP, RAD, Intel Communication Ericsson, TETRAPOL SW Microsoft, Ericsson, Telegrafia, ESRI DB Microsoft C2 Ericsson - CoordCom Recording Ericsson, ReDat Computer Equipment - Hewlett-Packard

18 THANK YOU FOR YOUR ATTENTION. Integrated Rescue System and Civil Protection Section Ministry of Interior of the Slovak Republic Bratislava, Slovak Republic