P E L A S T U S O S A S T O

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Ministry of the Interior Finland
P E L A S T U S O S A S T O
112- Emergency ResponseCentre System in
Finland Conference on 112 Brussels,11 th October
2005
Mikko Jääskeläinen Senior Officer Ministry Of The
Interior, Finland
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FINLAND IN EUROPE
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BASIC INFORMATION ABOUT FINLAND

• Population 5,2 million
• Area 338 000 sq.km
• Greatest extension
• from north to south 1160 km
• Number of lakes 188 000 lakes
• Language 94 Finnish
• 5 Swedish
• 1 Sámi
• Population density 16 people/sq.km
• 65 live in towns,
• 35 in rural areas

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Renewal of Emergency Response Centre System in
Finland

• 1991 reform started with pre-research
• 1994 -1996 four pilot centres were built
• 1996 2001 experimental time with four centres
• 18/2/2000 new legislation and concept for ERCs
• Territorial distribution 6/2000 (Government
  decision)
• Placement of centres 6/2000 (MoI decision)
• 1.1.2001 Emergency Response Centre Administration
  founded
• 1.1.2004 Greater Helsinki region included, too
• 2002-2006 15 new ERCs being built

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Renewal of ERCs

• A nation-wide renewal of ERCs.
• The rescue services municipal emergency response
  centres and the police forces emergency call
  centres, which used to function as separate
  units, will be combined within a single,
  state-run ERC-structure by 2006. Twelve out of 15
  centres already in operation.
• The emergency number will be 112 the same
  throughout Europe.
• The current police emergency number, 10022, will
  be abandoned.
• Public authority assistance will be provided with
  the appropriate urgency, and impartially
  throughout the country, regardless of the hour.

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ORGANISATION
Ministry of the Interior Department for rescue
services
Emergency Services College
Emergency Response Centre Administration
State Provicial Offices (6)
Emergency response centres (15)
District fire manager
Fire and Rescue Departments
22 Regional Rescue Services
Fire brigades - volunteers
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112-ERCs by 2006

• ERC of Helsinki Helsinki 2005
• ERC of West Uusimaa Lohja 2005
• ERC of East and Central Uusimaa Kerava 2004
• ERC of South-West Finland Turku 2004
• ERC of Satakunta Pori 2003
• ERC of Häme Hämeenlinna 2004
• ERC of Pirkanmaa Tampere 2004
• ERC of South-East Finland Kouvola 2002
• ERC of South Savo Mikkeli 2003
• ERC of Ostrobothnia Vaasa 2002
• ERC of Central Finland Jyväskylä 2001
• ERC of North Savo Kuopio 2003
• ERC of North Ostrobothnia and Kainuu Oulu 2005
• ERC of Lapland Rovaniemi 2002
• ERC of North Karelia Joensuu 2001

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Staff 2002-2005
800
700
Operators
600
Shift Supervisors
Heads of Communications
500
Specialists
400
Directors
300
200
100
0
2002
2003
2004
2005
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Operating Model

• Reception of urgent emergency calls for police,
  fire rescue, social welfare and health
  services. Integrated centres to serve different
  authorities.
• Professionally skilled operators, ability to
  co-operate effectively
• Sheltered rooms, same system in normal conditions
  and in exceptional conditions (war)
• Harmonised IT-systems in the whole country.
• - Location information of the caller (cell
  accuracy)
• - 112-text message in operation during 2005
• - (eCall in the future)
• Tetra-based radio communications
• Equal quality and costs

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Advanced and optimised operation model

• The same person handles the whole action chain
• Well coordinated co-operation and communication
  between units on the scene of accident

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Emergency Call Handling
ACCIDENT
Fixed line and mobile phone network
Reception of emergency call
Fire alarm systems Alarm devices Emergency phones
Public authority assistance Fire services
Police services Ambulance services Social
welfare services, crisis response services
Risk assessment Alerting units
Public authority network (VIRVE)
Register queries Support activities
Occupational safety Preventive measures
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- The same operator receives the emergency call,
evaluates the risk and alerts the quickest and
most appropriate unit or units- The incident is
transferred to incident monitoring, managed by
one or several operators
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ERC Work in Numbers

• ERCs receive around 0.8 calls/inhabitant,
  amounting to around four million emergency calls
  per year.
• Around half of these calls result in call outs
  for emergency response units
• emergency medical services in around 50 of cases
• police services in around 45 of cases
• rescue services in around 5 of cases
• Each operator handles around 8,000 10,000
  emergency calls per year.

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Every third emergency call produces an
assignment for the field organisation- Several
calls for the same emergency- Accidental calls,
particularly from mobile phones- Calls outside
the ERCs scope of duties- Malicious calls (no
SIM needed)
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Customers

• Those in need of help or under threat
• people
• the environment
• national heritage sites
• property
• Public authorities responsible for safety
• fire and rescue services
• police
• social welfare services
• health services

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ERC Operator Training

• Basic training ERC Operators receive basic
  training in the Emergency Services College and in
  the Police School (57 study weeks/1½ years)
• Further training for operators transferred from
  the rescue services municipal emergency response
  centres and police forces emergency call
  centres, at the Emergency Services College in
  Kuopio, the Police School in Tampere and in the
  ERCs areas (5 study weeks)
• Shift Supervisor training began as blended
  training in the Emergency Services College in
  2002 (20 study weeks)

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Example of the dispachers screens

• In the middle screen- Communication management
• VIRVE, DARC
• Resource management

Operative action in the first screen

• On the right screen
• Maps
• AVL (automatic vehicle Location)
• Realtime situation

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Kiitos mielenkiinnostanne.(Thank you for your
attention)Kysymyksiä, kommentteja?(Questions,
comments?)