Foreign experience in training operators of the Emergency Assistance System for the population via a single telephone number 112

Abstract

For a person who finds himself in a situation where there is a threat to his life or health, or the life or health of his relatives, the time within which the competent authorities will come to his aid is critically important. In order to respond to emergencies in a timely manner, Ukraine has established a mechanism for responding to citizens' appeals. This mechanism includes the State Emergency Service of Ukraine, the National Police of Ukraine, emergency (ambulance) medical care, emergency gas service and other emergency services. However, it is not entirely convenient to call these services for help, as the call is made by different phone numbers and in situations where a variety of phone numbers will lead to a loss of time and serious consequences.
 Ukraine's integration into the European community requires our country to review the mechanisms for protecting a person in an emergency situation. It is established that the main purpose of implementing the system of emergency assistance to the single telephone number 112 in Ukraine is to provide timely assistance to European level with the ability to communicate in foreign languages, prompt involvement of necessary emergency services, which is a decisive factor in providing assistance, emergency response.
 The article also considers the issues of training employees who receive calls to the single emergency number «112», their interaction with each other during the performance of duties at emergency response centers, as well as their interaction with employees who directly provide assistance to scene. It is established that the training of operators who organize the rescue operation is carried out at the police academy.
 The training system for 112 Centre operators in Estonia is one of the best in the world and can be borrowed for implementation in Ukraine. At the same time, the «Emergency Assistance System for the Population via a Single Phone Number 112» is a rather complex mechanism for the implementation of which, in addition to analysing positive foreign experience, it is necessary to involve a fairly wide range of specialists from various fields, and therefore to create an appropriate regulatory framework to regulate the interaction between different response services.