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Effective handling of emergency calls

The Swedish Rescue Services Agency have proposed the organisation of this self-tuition workshop which took place in the Rescue Services College in Rosensberg, Sweden, on 08-09 March 2002.

Objective and scope of the action

Dealing with "victims" starts in the operating room, as well as its efficiency. Article 4 of Council Decision of 29 July 1991 on the introduction of a single European emergency call number (91/396/EEC), mentions that : Member States shall take the necessary measures to ensure that calls to the single European emergency call number are appropriately answered and handled, in a manner best suited to the national organisation of emergency systems and within the technological possibilities of the networks .

An inventory of successful concepts/methods used in different Member States and the EEA countries could contribute to the development and standardisation of the skills and efficiency of 112-operators in handling emergency calls. Special attention was given to standardised methods for posing questions, methods/techniques used in handling calls in different languages and "best practices", when working in multicultural regions.

Two delegates from each Member state and EEA-country were invited to participate in the workshop. As the above area of activity falls under the acquis that Candidate Countries will need to implement in the context of the upcoming adhesion and furthermore, the General Directors of Civil Protection of Candidate Countries expressed an interest in participating in workshops set up within the Action programme in the field of civil protection, an invitation was sent to delegates from these countries.


Final report

The text of this report (as well as the list of particpants) is available for downloading in Adobe Acrobat format.

 Report from
Workshop on Effective Handling of Emergency Calls

485 KB 

As mentioned in the Report, further information and the PowerPoint presentations made during the Workshop are available on a CD-room. Please contact the Swedish Rescue Services Agency -