EENA 2021: Non-emergency numbers (2/4)
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The document discusses the role of non-emergency numbers in Sweden, specifically 11313, 11414, and 1177, which provide vital services and unburden the emergency number 112. These numbers offer healthcare advice, police non-emergency contact, and information about serious incidents, improving efficiency and accessibility during high-demand periods, such as the COVID-19 pandemic. Recommendations include clearly defining operational boundaries for each number and ensuring effective communication and contingency planning.
EENA 2021: Non-emergency numbers (2/4)
- 1. How non-emergency numbers can really help emergency services - The example of 11313, 11414 and 1177 in Sweden
- 2. 2 Company, owned by state, regions and municipalities together First PSAP opened 1974 Operating the national general single emergency number 112 since then Dispatching FRS and EMS for most municipalities/regions Also handling other tasks, like hotline for missing children 116 000 About SOS Alarm, Sweden
- 3. ➢ 1177 – Health Care Guide ➢ 113 13 – National Information Number ➢ 114 14 – Police non emergency ➢ … and one website; krisinformation.se Three Non Emergency Numbers* * Not counting the EU common 116-series
- 4. 4 *Non Emergency Access Point ☺ Better to have a well-known number from the beginning Unburden the emergency number Easy to remember (short numbers) One number for a specific sector and one appointed responsible entity to keep the content together Consistent, structured, uniform handling of cases; common database etc Redundant; NEAPs* can help each other Why non-emergency numbers?
- 5. 5 +46 920 020202 +46 498 050505 +46 054 030303 +46 8 040404 +46 31 010101 +46 11 060606 +46 480 161616 +46 21 070707 +46 63 212121 +46 36 171717 +46 26 181818 +46 35 191919 +46 13 202020 +46 16 111111 +46 19 131313 +46 40 080808 +46 60 090909 +46 90 101010 +46 470 151515 +46 18 121212 One number can replace several others +46 23 141414 One national number: - For Health Care Advice (2013): 1177 - For non-emergency to the Police (2005): 114 14
- 6. 1177 – Healthcare Guide 1177 Medical health care advice and service
- 7. 7 Joint services provided by the 21 independent regions From November 2013 all under one number; 1177 Manned by registered staff nurses Also 1177 Web; www.1177.se National network, the 1177 regional centers can cooperate Other cooperation, like access to special services – language/sign interpretation 3,9 million calls answered 2019 1177 - Healthcare Guide 1177
- 8. 114 14 – Non- emergency number to the Police
- 9. 9 114 14, the only (non-emergency) number to the Police, regardless of service needed: Voice guided multiple choice and also switchboard if you need to speak to certain person, file a police report, give info etc Implementation in 2005 deemed necessary due to: - fragmented service (many numbers to different police regions and departments), - hard to find right service/person, - long waiting time in telephone queue Automation; already in the automated voice message can get a SMS-message with a link where to turn to in www.polisen.se, depending on type of business 3,94 million calls answered 2019 114 14 - to reach the Swedish Police
- 10. 113 13 – National number for information about serious accidents or crisis
- 11. 11 113 13- national information number Managed by SOS Alarm (operated by subsidiary company YouCall) Before 2013 temporary numbers created; swine/bird flu, blue tongue disease Purpose to unburden the emergency number 112 Close proximity to 112 and Public Warning 113 13 gives verified information, first hand from authorities, municipalities or other official bodies - caller can also leave information Feedback to authorities about what questions that are “hot”, new questions that should be answered, trends, etc Normally around 30- 40 calls/day, appx 2 000 a day during covid -19 (35 000 at most)
- 12. Information website, summarising information, for example around covid-19, and linking to authorities websites – all relevant info can be found in one place Krisinformation.se
- 14. 14 Borders of task 1177 113 13 114 14 14 1177 113 13 114 14 Terror attack with a lorry in Stockholm 7th April 2017: What´s happened, Where should I go, where is it safe… Covid -19; questions concerning general info, or around symtoms
- 15. 15 Presentationstitel 114 14: Lower rate of calls, though actually some calls about covid-19 (because of long waiting times on 1177 and 113 13) 1177: Large increase of calls. March 2020 - started forwarding of calls to 113 13 through touchtone dialing: ”Press 9 if general questions about covid” Enormous increase of calls to 113 13, almost 688 000 during 2020, compared to 10 028 the year before 113 13 unburdens 1177 so that they can focus on calls regarding symtoms Joint co-operation forums created to coordinate communication – during coronacrise for example a weekly meeting with 1177, 113 13 and competent authorities How has covid-19 affected?
- 16. 16 Survey: Do you know these numbers? I know about 112 I know about 113 13 I know about 114 14 I know about 1177 Yes No 16 I know about 112 I know about 113 13 I know about 114 14 I know about 1177 Yes No +12% +6% Period: Q3, 2019, pre-covid-19 Period: Q3, 2020
- 17. 17 Introduce non-emergency numbers when there is a clear purpose (not too many though) Clearly define borders of operation for each such number Accept that there always will be a certain degree of unclear borders Keep close contact to the entitys responsible for other non-emergency numbers and set up forums to cooperate Communication about NE-numbers - keeping them well known Remember that a crisis is often unexpected and bigger than you could ever expect – be prepared to upscale when increase of calls comes (suddenly or over long term) – contingency planning Recommendations
- 18. Presentationstitel 18 Björn Skoglund Operations specialist 112 & Crisis Management SOS Alarm, Sweden Bjorn.skoglund@sosalarm.se