Cooperation between caller and 112 operator

112 SAVES LIFE, PROPERTY AND ENVIRONMENT

Because in emergency situations every second counts, it is essential to cooperate with the operators whenever you call 112. They respond to emergency calls 24 hours a day, 7 days a week and have to perform multiple tasks at the same time to process information quickly during conversations. For example, while they ask you the necessary questions, they also fill in the case file in the system. Often, they need to make the right decisions with little information.

In order to provide you with the help you need and increase the quality of service, 112 operators constantly participate in training sessions. But to get help in an emergency situation it is not enough for operators to be professional. To get the assistance you need quickly and efficiently, it is essential to cooperate with 112 operators, answer their questions clearly, follow their instructions and stay calm, so they can find out in the shortest possible time what happened and where, classify the incident and alert the appropriate emergency services.

So, when calling 112 you have to:

Be prepared to respond briefly to all operators' questions. These will aim to collect the following information to be transmitted to the intervention agencies:

  • These will refer to: What happened? Describe briefly the situation you are facing.
  • Where did it happen?

If you call 112 from your fixed line, the system will show the operator the address of the subscriber, extracted from the database provided, in accordance with the law, by the telephony service providers.

If you call 112 from your mobile phone, the tracking of the call is done on the level of the mobile cellular sector from which it was generated, and the precision of the call location varies with the density of cellular mobile telephony operators (it will be higher in the urban and smaller in rural areas).

Taking into account the need to improve location accuracy of emergency calls, STS is in an advaced phase of testing software solutions for intelligent mobile terminals in order to transmit GPS location information during the call to 112.

In all situations, it is important to communicate and confirm to the operator all the address elements you know (county, town, street, number, block, staircase, floor, apartment, intercom or in public street events, street intersections, landmarks in the area - school, church, market, etc.).

Your first and last name.

This information helps, on the one hand, to establish the credibility of the call (there are still fake calls to the emergency number, which unnecessarily alert the intervention resources , made by people unaware of the gravity of the situation) and, on the other hand,it facilitates the procurement of 112 call records, in case you need proof  that you have called the emergency service. Since legal regulations do not allow recordings to be provided to persons other than those who have initiated the call, non-declining identity will not allow these records to be obtained.

Information on the number of victims and their identity (if known, the identity of the victim is particularly useful for medical intervention agencies to find out information about their medical history, for appropriate medication)

The phone number you are calling from (if it is not displayed by the system) or another contact phone number, so that you can be called back if necessary.

If you do not have mobile coverage in your own network, your call will be transmitted to the 112 system by another telephone operator with coverage in the area. In these situations, the telephone operator will not transmit the caller’ s phone number to the emergency system. The 112 operator will ask for your phone number or another contact number, so she can redial if the call is interrupted or if additional information is required when the crew reaches the incident area!

If no mobile operator has coverage in your area, you will not be able to call the emergency service, unless certain criteria are met, when there is a wireless network in the area where you can connect, when you have a phone compatible with  VoLTE technology and the network where the SIM is registered provides this service.

 

  • Speak clearly and in a calm tone so that operators can properly assess the situation;
  • Stay in touch with the operator until he tells you that you can hang up. Remember! After the call with the 112 operator you will be transferred to an emergency dispatcher;
  • Do not argue with 112 operators - your call will be processed faster and the emergency service will be alerted sooner if the communication process is efficient;
  • Call back if you have additional information or the situation has changed;
  • Try keeping the phone on and the line clear after calling 112. You may be called back by the 112 operators or emergency services dispatchers for further details.


NOTE! THE ADDRESS OF THE INCIDENT IS ONE OF THE MOST IMPORTANT INFORMATION WHICH YOU MUST SUPPLY WHEN YOU CALL 112. IF YOU CAN'T TELL WHAT THE ADDRESS IS, IT WILL BE DIFFICULT TO RECEIVE THE HELP YOU NEED. ALWAYS INDICATE YOUR ADDRESS AS  EXACTLY AS POSSIBLE. THE MORE DETAILED THE INFORMATION ABOUT THE ADDRESS IS, THE SOONER THE EMERGENCY CREWS WILL ARRIVE.

If you are in an unknown area and you do not know the address of the incident you are reporting, look for some landmarks that could help you determine it (intersections, significant buildings) or ask the people in the area.

 

EMERGENCY SITUATIONS CAN NOT BE REPORTED THROUGH THIS WEBSITE OR E-MAIL.
IN CASE OF EMERGENCY, ALWAYS CALL 112!

Contact
STS - Public Relations Office
Monday-Friday: 08:00 - 16:00
+4021.202.2188
or
Special Telecommunications Service © 2018 All Rights Reserved.