When a report comes in to 112, the dispatcher asks what happened, where the caller is, whether anyone is injured and whether there is an ongoing threat to life or health. If the exact address is unknown, callers should give the name of the settlement, the road, nearby buildings or other landmarks.
Using the information provided, the dispatcher assesses the incident and decides which services need to be involved.
Depending on the circumstances, firefighters and rescuers, police, ambulance crews, the emergency gas service and other relevant units may be sent to the scene. Some incidents require several services to respond at the same time.
The Unified Duty Dispatch Service 112 coordinates the work of duty and dispatch services. If circumstances change or new information comes in, details are updated and additional resources are deployed if needed.
The dispatchers continue to support the response after passing on the information. They receive updates from the units involved and relay additional details when necessary. While on the call, they may reassure someone in danger and offer guidance within their remit until specialists arrive.
To help ensure a prompt response, callers should give the exact location, answer the dispatcher’s questions, follow their instructions and, if possible, stay on the line until they receive further guidance.
