112 System in Croatia
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1 National Protection and Rescue Directorate National Protection and Rescue Information and Communication System (Sector) 112 Department 112 System in Croatia Milan Erjavec, M.Sc.E.E. Head of Department
2 Agenda Emergency Numbers in Croatia Territorial Overview of 112 System Human and Communication Resources Call Number and Call Handling Statistics Caller Location Perception and Promotion of 112 Number Early Warning System Strategic Partners of 112 System Challenges and Plans
3 Emergency Numbers in Croatia 112 Public Safety Answering Point 192 Police 193 Fire Brigade 194 Ambulance - emergency medical help 195 Maritime Rescue Coordination Centre 1987 Croatian Auto-club (HAK) road assistance
4 Territorial Overview of 112 System Population: 4.29 million (2011.) Capital: Zagreb, Land area: sq. km. Consist of 20 Counties + Capital Zagreb GDP per capita: (2011.)
5 Human Resources 1/2 280 operators work in 20 county s PSAPs The number of operators varies from 2 to 6 in a shift The number of operators depends on the number of emergency calls (that relates to the county size and population) Police, Fire Brigade and Ambulance are organized in the same way as PSAP at county level
6 Human Resources 2/2 Program of education, training and evaluation: Communications' skills Stress management Stress reduction techniques Simulation exercises Analysis, Conclusions, Guidelines
7 Human Resources 3/3 Citizen Feedbacks, Satisfaction and Evaluation Each complaint is carefully analysed and followed by undertaking adequate measures Team of psychologist and high-experienced PSAP's shift leaders are in charge of permanent education, training and evaluation of operators in PSAPs Quality control of operators is carried out permanently through analyses of recorded calls, selected by random choice or complaint Lessons learned from practical emergency situations are used as feedback to improve operators efficiency
8 Communication Resources 112 Centre Contemporary ICT solutions Standard Operating Procedure Positioning Digital maps TETRA Integrated single information-communication network PMR Ambulance Police Fire Brigade Port Authorities, HGSS, MoD, MRCC
9 Croatia 112 model 112 calls handled by civilians operators An operator filters calls and rejects useless and hoax calls An operator forwards the call to the most appropriate emergency service, staying in conference for a while. Data gathering and dispatch of the intervention resources is ensured by the emergency service
10 Call Handling Procedures An operator (call-taker) works in accordance with SOP (Standard Operating Procedure). This means that each emergency request (situation, threat) needs an appropriate reaction, described in SOP. The first step is to find out a type and location of accident The second step is to determine who is doing what, where and how, (what is defined in standard operations procedures or action plans) After cross-connecting caller to an appropriate emergency service, operator is staying in conference call observing situation in case other emergency services need to be alerted The Call taker is not authorized to dispatch emergency services. He can only alerts and coordinates emergency services from communication viewpoint
11 112 Accessibility for People with Disabilities Number 112 is not accessible to disabled people In the absence of full availability for disabled users to reach 112, provisional solution is applied when 112 service is reachable via SMS but not free of charge. Temporary solution does not meet requirements imposed by EU We would like to stress our commitment in carrying out obligations imposed by Directive 2002/22/EC which will be met as soon as possible, depending on the networks adjustments
12 Call Number Statistics Call Number emergency useless prank TOTAL
13 PSAP 112 ZAGREB Operator s Number of response time Calls 0-5 s s s s s 18 > 60 s 9 TOTAL: Call Handling Statistics
14 Multilingual calls Due to its tourist orientation, Republic of Croatia especially must take care of emergency calls in foreign languages YEAR English German Italian Czech Slovak Hungarian Another TOTAL
15 Caller-location information 1/2 Caller location information is transmitted to the corresponding PSAP automatically following a request by the 112 call centre operator ( Pull method is applied) 5831 caller location information provided from Location is shown on a GIS map in sec, covering the area of about 1 km 2 No possibility to present location of caller from fixed telephone networks due to lack of relevant subscribers data basis. EU roaming location functioning (citizens calling with a mobile phone using a foreign subscription - in the county)
16 Caller-location information 2/2 Location is shown on a GIS map in sec, covering about 1 km 2
17 Positioning of a Mobile Phone in SAR Operations Very important in search for the missing persons carried out by Croatian Mountain Rescue Service or other emergency services. Number (N) of requests in 2011: I II III IV V VI VII VIII IX X XI XII N
18 Perception and Promotion of 112
19 Early Warning System Public warning system is obsolete, based on a large scale and wide variety of sirens Remote control is based on leased or subscriber lines (PSTN) Maintenance is expensive due to obsolete technologies applied in the system Early warning is based on siren signals and instructions to citizens to switch on radio or TV New Law on protection and rescue will enforce industry (high risk installation) and other public stakeholders (acoustically isolated) to participate in public warning by warning citizen in their vicinity or dissemination warning signal received from PSAP in their facilities
20 International Cooperation IAEA - International Atomic Energy Agency ICPDR - International Commission for the Protection of the Danube River UN/ECE IAN System (United Nations Economic Commission for Europe) NATO EADRCC (North Atlantic Treaty Organization Euro-Atlantic- Disaster Response Coordination Centre) ECURIE (European Community Urgent Radiological Information Exchange) MIC (Monitoring Information Centre) European Union UNESCO IOC (Intergovernmental Oceanographic Commission) TWFP (Tsunami Warning focal Point) Neighbouring countries (Protocols with Slovenia, Bosnia and Herzegovina )
21 Ministries: Strategic Partners of 112 System Ministry of Interior Ministry of Health Ministry of Defence Ministry of the Maritime Affairs, Transport and Infrastructure Ministry of Environmental and Natural Protection State Administrative Organizations: Meteorological and Hydrological Service State Office for Nuclear and Radiological Safety Others: Croatian Mountain Search and Rescue Service, Croatian Red Cross, Croatian Mine Action Centre, Croatian Association for the searching dog, diving clubs, hunting associations
22 Cooperation with Emergency Services
23 Challenges and Projects Modernization of 112 System from technical viewpoint (access to 112 via SMS, high-accuracy caller location, back-up PSAPs to each other, widely used Professional Mobile Radio /PMR/ based on the TETRA standard, modernization or reconstruction of Public Warning System ) Improving of 112 service from human resources viewpoint (communication skills, resistance to stress, gathering of data, information management, handling of silent, hang-up or abandoned 112 calls, transnational emergency calls..) Law enforcement in public safety domain e-call pilot project
24 List of Providers PSAP SW PSAP HW Network Radio Ericsson TK, GISDATA, Microsoft Ericsson TK, HP, DELL CISCO Motorola (TETRA)
25 The Contact Details National Protection and Rescue Directorate National Protection and Rescue Information and Communication System Nehajska 5 HR-1000 Zagreb CROATIA Tel , Fax [email protected]
26 THANK YOU Q&A
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