Emergency calls handling system Estonia Meelis Mesi Head

Emergency calls handling system Estonia Meelis Mesi Head of North Centre Emergency Response Centre

ESTONIA Population 1, 315, 819 Area 45, 227 km²

Emergency numbers in Estonia • Unification of two emergency numbers started in 2010 • • • In March 2012 in East Centre started handling of 110 calls In March 2013 in West and North Centre started handling of 110 calls In March 2014 in South Centre • Each regional center has a new working environment • Everyone can call to the emergency number 112 both for ambulance, rescue and now also for police since 11 th February 2015

Estonian Emergency Response Centre • Estonian Emergency Response Centre (EERC), rescue organisation in the area of government of the Ministry of the Interior is handling 112 calls • Supervision of the service of processing of emergency messages is performed by the Ministry of the Interior • 112 service is financed from state budget • Citizen satisfaction with 112 service 93% in Estonia (2014 Survey)

112 service and cooperation partners MINISTRY OF THE INTERIOR EMERGENCY RESPONSE CENTRE POLICE AND BORDER GUARD BOARD MINISTRY OF SOCIAL AFFAIRS RESCUE BOARD HEALTH BOARD

Regional coordination centres Tallinn 112 Rakvere Jõhvi Narva Kärdla Rapla Haapsalu Voice and data interconnection Paide Jõgeva 112 Tartu Viljandi 112 Pärnu Kuressaare Põlva Võru Valga

Emergency calls handling system model Emergency calls are handled in two stages: * the four 112 regional centres use only one database which allows overflow First stage • receives emergency calls (or messages) • processes the emergency messages requiring ambulance, fire and rescue, police interference • enters the information about the incident into the emergency messages processing information system Second stage (after having assessed the gravity of situation) • dispatches fire and rescue teams, EOD squads, ambulance teams • exchanges the information between EERC and the teams on scene of incident. Police units are dispatched by the Police and Border Guard Board

Specifaction of caller location with the object-based map search tower school kindergarten public transport vehicle stop

Accessibility for people with disabilities • SMS-112 is chiefly implemented for people with hearing and speech disabilities. Registration is available for everybody. • Service requires pre-registration which is available on Emergency Response Centre’s online environment and available in Estonian, Russian and English. • For SMS-112 service is used emergency number 112. • Call-takers have passed the training on handling SMS-112 messages and training about the language use of people with hearing and speech disabilities.

Training Call-takers and dispatchers are trained in The Estonian Academy of Security Sciences for 1 year. Studies include: • medical, rescue and police training • languages (Est, Rus, Eng) • call handling skills practice in EERC

Statistics

Thank you for your attention! Meelis Mesi Head of North Centre Emergency Response Centre meelis. mesi@112. ee