112 Awards 2016- Stories
Outstanding Call taker/Dispatcher & Rescue Award
The Czech Dispatcher helped in England his countryman Fire Rescue Brigade of Olomouc Region, Czech Republic
On the night of 9 November 2014, the Fire Rescue Brigade of Olomouc Region (Czech Republic) received an emergency call from Mrs. Mojzisova. She said that her friend, Mr. Sery, works as a truck driver and that at that moment he was in Great Britain. He had a horrible headache and earache. He tried to call the emergency number 112 in England, but he could not speak in English well enough and he was not able to call for help himself. So he called his friend, Mrs. Mojzisova, who was in the Czech Republic. A Dispatcher from the Control Room started to do peremptory steps - he called Mr. Sery back, and asked him for more information about his problems and his specific location (Mr. Sery was in a car parking near an Esso gas station at the high way near the city Nottingham). After that, all employees of the Control Room cooperated and tried to find the best solution. They contacted the Control Room in London (they used the telephone number from the programme European emergency number 112 Manager). The Dispatcher in London initially thought someone was joking, but at the end he realised the situation; both Control Rooms made many phone calls, but the outcome was positive. London´s rescuers found the Czech man, Mr. Sery, and provided him with assistance.
Outstanding Change Management Initiative Award
One number, three services: population assistance now faster in Estonia Estonian Emergency Response Centre
The Estonian Emergency Response Centre (EERC) is a rescue organisation responsible for the 112 service all over Estonia (45,339 km² with a population of 1,313,271). The EERC answers approximately 1.4 million calls per year and dispatches fire and rescue teams, EOD squads, and ambulance teams. In 2010, when the project of transition to a single emergency number 112 in Estonia started, there were two emergency numbers in use for serving the population. The common European emergency number 112 (for ambulance, as well as fire and rescue) and the national emergency number 110 (for the police). The common European emergency number 112 was in the area of administration of the Rescue Board, the national emergency number belonged to the area of administration of the Police and Border Guard Board. Emergency calls were answered and operational units were dispatched in eight physical locations: 4 centres for 112 and 4 centres for 110. The discussions on the transition to a single 112 emergency number through the combination of the existing emergency numbers in order to achieve faster population assistance in the area of internal security was going on for years. The emergency call service satisfaction survey carried out by Ministry of Interior in 2008 showed that 85% of the respondents would like the police, rescue, ambulance and rescue at sea to be available on one phone number.
For the transition to a single emergency number 112, the capabilities of servicing the emergency number 112 were since 1 January 2012 further developed via the government agency EERC directly under the Ministry of the Interior. In a four years period, different renewals were carried out to transit to a single emergency number. There were more than 80 different subprojects. A new programme in vocational education for call-takers was prepared, and there were several in-service training groups for existing calltakers, dispatchers and supervisors. ICT devices and systems were made more dependable: new operational voice communication system, new information system for processing of emergency messages (including GIS112), new alarming system over the TETRA network. In all four regions new buildings were built and thereby modern-day common control rooms.
Since 11 February 2015, all emergency messages in Estonia are answered on one number: 112. Calls to 110 are automatically transferred to 112. Emergency messages are answered and operational units are dispatched in four regional centres of the EERC which all have voice and data interconnection. People in need should remember only one number, calls are answered faster, the caller location information is more accurate, information exchange (both inner communication and information sharing with cooperation partners) and alarming units are faster, operational units are used in a better way. In conclusion, one of the biggest internal security projects during previous years in Estonia ensures that it becomes easier to call for help and quicker to get help. Arrival of emergency services to the scene is swifter which in turn means more saved lives and less damage to property. People feel more secure.
Outstanding Citizen Award
The Little Voice Emergency centre 100/112 of Liège, Belgium
Ordinary day at the emergency centre 100/112.
04:20 pm. The ring of the telephone... “112, what can I do for you?”
The voice of a child. A boy or a girl? It’s almost an incomprehensible language ... a joke, maybe?
“What’s happening? Pass me to your mom!”
The small voice, this time, continues assertively and gives an address.
The operator repeats the address and asks what’s going on. ”Is your mom sick?” “Yes”, says the child. His mother had been on the ground since the child returned from school. He’s 6 years old and he’s home alone with his mom.
The operator congratulates him for his courage and assures him that rescue is on the way.
They will soon be there to help them but he must know what’s going on.
Can he ask his mother if she’s in pain? The child asks his mother... she can’t answer, she can’t speak.
The operator asks how old her mother is... the child does not remember his mother’s age. He comforts him and tells him that it does not matter.
“Can you open the door?”
“All right”, he said, “I’m putting my shoes on and I’ll do it.” The moment of fear for the operator, who reminds him not to endanger himself by going onto the street. He just has to open the door and get right back to his mom.
04:29 pm. The rescue team arrives, the discussion between the operator and the little voice is now over.
Thanks to her son, the victim has been adequately taken in charge.
Outstanding Emergency Services Innovation Award
SMS and Video Call Service for PWDs Ministry of Internal Affairs LEPL “112”, Georgia
MIA LEPL 112 always strives for introducing alternative channels to access 112 for various target groups of the society and puts strategic emphasis on innovative approaches. In order to foster public safety and ensure the operative and appropriate response to various emergency situations, 112 Georgia has introduced SMS and Video Call Service for deaf and hard of hearing people. Deaf and hard of hearing people can now reach the emergency number 112 via SMS and Skype Video call (in case of messages they only need to dial 112 as a recipient). These services are free of charge and are available 24 hours a day, throughout Georgia. This service allows access to emergency medical service, police and fire/rescue services. Video calls are answered by Georgian sing language operators. Deaf and hard of hearing people only need to pre-register in order to get benefit from the service. This service corresponds to the obligations under the EU-Georgia Association Agreement, the commitments prescribed by the OGP Georgia (Open Government Partnership) Action Plan for 2014-2015, as well as the priorities of the Government of Georgia, the Ministry of Internal Affairs and the challenges outlined in the Strategy and the Action Plan of the MIA LEPL 112. All the activities were implemented through the active involvement of beneficiaries, civil society and various governmental and non-governmental organizations. Deaf and hard of hearing people were involved in the testing phase as well and provided recommendations on how to improve the service to fit with their requirements. With the support of the EENA team, various International Experts have participated in the project implementation in order for this service to be in accordance with the International Standards. And finally, thanks to an active PR campaign, 34 people have used the emergency sms and 82 people have used emergency video call up to date (within 4 months).
Outstanding International Cooperation Award
Cross-border mutual assistance in emergency matters Axencia Galega de Emerxencias in Galicia (AXEGA), Spain
ARIEM-112 is a cross border cooperation project which aims to establish a mechanism for collaboration between the emergency management and mobilization of the resources from the areas of Galicia and Castilla y Leon in Spain and the North of Portugal.
The Project has created a common space for the management of emergencies where everyone helps everyone, contributing to the promotion of a culture of solidarity and inter-regional cooperation, and consequently reducing the negative effects of borders as administrative, legal and physical barriers. Axencia Galega de Emerxencias in Galicia-Spain, Agencia de Proteccion Civil in Castilla y Leon-Spain and Comissao de Coordenacao e Desenvolvimento Regional do Norte in Portugal have developed a framework for fast and efficient cross-border cooperation to ensure mutual assistance, and therefore: rationalize the use of the existing resources, lessen the response times and increase efficiency in the management of the emergency and in the quality of the service. The Project started off in 2011 with a diagnostic study that identified a number of challenges for improvement and the development of:
- Mutual Aid Agreements and Joint Action Protocols: Signed in Oporto - October 25, 2013 - They set the Legal Framework for Cooperation and Mutual Assistance and determine the Activation Mode of Cooperation and Mutual Assistance to be used together with communication mechanisms and resources on both sides of the border.
- Remote Manager: a computer application which provides the PSAPs with a stable network of information exchange and communication in real time. It allows to check all the useful data, providing real-time information to all agents participating in the emergency and helps out in requesting and offering help. Integrated is a GIS module that contains all the basic mapping coverage of the emergency area and allows resources to be located and available at the emergency scene.
- Training Program and Joint Drills: Joint Training and 4 international drills have been carried out in order to give the possibility of sharing efforts, experiences and knowledge, while favoring the establishment of formal and informal communication networks and also strengthening cohesion and cooperation among the PSAPs and emergency services.
The Project has been presented at the Committee of Regions in Brussels in November 2013 as a successful example of best practice, with special emphasis and focus on: common channel of communications for emergency management, standardisation of materials and equipment, promoting the use of ICT in emergencies, consolidation of training and joint practice programmes and, of course, dissemination campaign of the European 112 Emergency Number. ARIEM 112 has managed to raise the pillars of a common space for emergency management together with the mobilisation of emergency resources in the border area. The challenge now is to consolidate the Project in the coming years, continuing with the legal and educational framework developed up to this point.
Special 112 Awards
As part of their partnership with EENA to promote 112 all over Europe, Airbnb, the world’s leading community driven hospitality platform, updated their safety card to include 112 as the pan European emergency number. The initiative will help to inform hosts and guests around the world of the number to call in an emergency whilst travelling in Europe.
Avis Budget Group Europe
Avis Europe and EENA joined forces in a partnership with the aim to inform travellers about the common European emergency number 112. Confirmation emails sent by Avis to people travelling in Europe will include the life-saving message of 112, informing them that in case of a real emergency, they can dial 112 for the police, the emergency medical services, or the fire brigade.
Migrant Offshore Aid Station Foundation (MOAS)
Migrant Offshore Aid Station is a Malta-based foundation dedicated to preventing loss of life by providing professional search-and-rescue assistance to refugees and migrants in distress at sea. MOAS operates in the Mediterranean, Aegean and Adaman seas in full compliance with international and national law in all area of operations. MOAS was established in response to a humanitarian disaster in October 2013 in which some 400 men, women and children drowned off the Italian island of Lampedusa, more typically an idyllic holiday destination, not a graveyard. Their main source of income is donations and 90% of them are used for saving lives. The MOAS team consists of international humanitarians, security professionals, medical staff and experienced maritime officers who have joined forces to help mitigate loss of life at sea. In their first two years they have already rescued nearly 12,000 people at sea, thanks to their dedicated crews, specialised search-and-rescue equipment and effective coordination with official maritime rescue centres.