EENA2019: Track3 session6 _Munich fire and rescue services_Wolfgang Schauble
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This document summarizes the emergency calls handling system used in Munich, Germany. It discusses that the Integrated Emergency Call and Dispatch Center of Munich receives approximately 950,000 calls per year from the 1.9 million residents of the city. It is staffed 24/7 by call takers and dispatchers who are extensively trained. The Center uses an automated system to determine caller locations and dispatch the appropriate emergency services. It shares data with other emergency centers and hospitals to coordinate emergency response and care. Future challenges include integrating new technologies like emergency apps and handling calls from autonomous vehicles.
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EENA2019: Track3 session6 _Munich fire and rescue services_Wolfgang Schauble
- 1. • 1 Emergency Calls Handling Systems The example of the City of Munich EENA Conference & Exhibition 2019 10 – 12 April, Dubrovnik
- 2. Mit Leidenschaft dabei Wolfgang Schäuble Head of Department - Fire Chief Landeshauptstadt München Kreisverwaltungsreferat City of Munich Key Figures • 2
- 3. Mit Leidenschaft dabei Wolfgang Schäuble Head of Department - Fire Chief Landeshauptstadt München Kreisverwaltungsreferat City of Munich Key Figures • 3
- 4. Mit Leidenschaft dabei Wolfgang Schäuble Head of Department - Fire Chief Landeshauptstadt München Kreisverwaltungsreferat Emergency Call and Dispatch Center of Munich(ILS) key figures • 4 approx. 950.000 calls a year 2.500 calls a day 1.000 missions a day 600 fire and rescues cars to dispatch approx. 1.9 million residents 980 km²
- 5. Mit Leidenschaft dabei Wolfgang Schäuble Head of Department - Fire Chief Landeshauptstadt München Kreisverwaltungsreferat Emergency Call and Dispatch Center 112 for fire and rescue service Specialities: • Call and Control Centre for non emergency transports with ambulance cars (e.g. interhospital transports) • Coordination of intensive care transport helicopters • Coordination of the Analytical Task Force • Contact point of the state capital • Head of non-police catastrophe defence • 5 Integrated Emergency Call and Dispatch Center (ILS) Duties
- 6. Mit Leidenschaft dabei Wolfgang Schäuble Head of Department - Fire Chief Landeshauptstadt München Kreisverwaltungsreferat We provide security for people seeking help and • are always quickly accessible • actively accompany him or her • take the right measures We ensure the greatest possible freedom of action for the emergency forces by • providing targeted information • communicating reliably • offering proactive support We are the management center for the City of Munich • 6 Integrated Emergency Call and Dispatch Center (ILS) Mission Statements
- 7. Mit Leidenschaft dabei Wolfgang Schäuble Head of Department - Fire Chief Landeshauptstadt München Kreisverwaltungsreferat Integrated Emergency Call and Dispatch Center (ILS) Organisation • 7 24 operation control stations 10 additional control stations for extraordinary circumstances
- 8. Mit Leidenschaft dabei Wolfgang Schäuble Head of Department - Fire Chief Landeshauptstadt München Kreisverwaltungsreferat Sufficient staff to start operations at all control stations simultaneously at any time 24 / 7 (e.g. electric black out, terrorist attacks) • 8 Integrated Emergency Call and Dispatch Center (ILS) Organsiation
- 9. Mit Leidenschaft dabei Wolfgang Schäuble Head of Department - Fire Chief Landeshauptstadt München Kreisverwaltungsreferat general education firefighting officer course Paramedic additional education for call takers 7 Weeks: Training course in an academy 7 Weeks: Training on the job additional education to become a Dispatcher 2 Weeks: Training course in an academy 3 Weeks: Training on the job • 9 Integrated Emergency Call and Dispatch Center (ILS) Organisation
- 10. Mit Leidenschaft dabei Wolfgang Schäuble Head of Department - Fire Chief Landeshauptstadt München Kreisverwaltungsreferat additional annual training training 120 h per year including medicine, fire fighting, conversation management, crew resource management training, technical innovations future prospects (3-4 years) job description for a dispatcher three-year apprenticeship • 10 Integrated Emergency Call and Dispatch Center (ILS) Organisation
- 11. Mit Leidenschaft dabei Wolfgang Schäuble Head of Department - Fire Chief Landeshauptstadt München Kreisverwaltungsreferat Emergency 112 Fire and Rescue Service → ILS 110 Police Non-Emergency 19 222 ambulance transport → ILS 116 117 broad-service by the Association of Statutory Health Insurance Phsysicians (for conditions which are not life-threatening) → in discussion to be integrated in ILS by law • 11 Integrated Emergency Call and Dispatch Center (ILS) Contacting the public saftey answering points (PSAP)
- 12. Mit Leidenschaft dabei Wolfgang Schäuble Head of Department - Fire Chief Landeshauptstadt München Kreisverwaltungsreferat • 12 • + Integrated Emergency Call and Dispatch Center (ILS) Emergency call handling system calltaker takes both
- 13. Mit Leidenschaft dabei Wolfgang Schäuble Head of Department - Fire Chief Landeshauptstadt München Kreisverwaltungsreferat Telephone companies are required to automatically transmit caller data and location by law The caller's phone number is matched with an address database The location is displayed to the dispatcher in the GIS If there is no result: The location will be determined using Google´s Emergency Location Service • 13 Integrated Emergency Call and Dispatch Center (ILS) Caller location
- 14. Mit Leidenschaft dabei Wolfgang Schäuble Head of Department - Fire Chief Landeshauptstadt München Kreisverwaltungsreferat Current use of a self-created emergency call protocol Once the necessary information has been entered, the operation, including the required information, will be automatically sent to the responsible dispatcher The calltaker accompanies the caller until the dispatched emergency forces have arrived and assists the caller by giving instructions on how to resuscitate or how to behave in case event of fire (also supported by the system) • 14 Integrated Emergency Call and Dispatch Center (ILS) Emergency call handling
- 15. Mit Leidenschaft dabei Wolfgang Schäuble Head of Department - Fire Chief Landeshauptstadt München Kreisverwaltungsreferat Each one of the 26 Bavarian control centers has the same operational control system and are using the the same data base and are connected via VPN Interface to the operational control center of the police to enhace cooperation Connection and data exchange with all hospitals in Munich via web based software (IVENA) to share information about assigned patients • 15 Integrated Emergency Call and Dispatch Center (ILS) sharing data
- 16. Mit Leidenschaft dabei Wolfgang Schäuble Head of Department - Fire Chief Landeshauptstadt München Kreisverwaltungsreferat Also connected is a fallback centre with 24 operation control stations located at another Munich fire station (not only used by Munich ILS also by other bavarian ILS) • 16 Integrated Emergency Call and Dispatch Center (ILS) sharing data
- 17. Mit Leidenschaft dabei Wolfgang Schäuble Head of Department - Fire Chief Landeshauptstadt München Kreisverwaltungsreferat the control center as gatekeeper for health services (e.g. integration of the broad-service by the Association of Statutory Health Insurance Phsysicians) the integration of new technologies into the control center, like Emergency Apps Emergency calls from autonomous systems shortening of technical innovation cycles using of the manifold data emerging out of various geo data services and the posibilities of Smart City • 17 Integrated Emergency Call and Dispatch Center (ILS) challenges
- 18. Mit Leidenschaft dabei Wolfgang Schäuble Head of Department - Fire Chief Landeshauptstadt München Kreisverwaltungsreferat • 18 Thank you for your attention ______________________ Questions ? EENA Conference & Exhibition 2019 10 – 12 April, Dubrovnik