The City's Emergency Centre braces for a busy winter season

With the winter months drawing closer, the City’s Safety and Security Directorate says its Public Emergency Communication Centre (PECC) is bracing for a stream of emergency calls.

Over the past three winter periods, the centre has reportedly fielded nearly 240,000 emergency calls. While most of the calls recorded during this time are for medical assistance, the City says there are seasonal changes, too.

During the winter months, emergency calls about weather-related impacts, such as structural flooding, roadway flooding, and other traffic impacts, increase.

” – As the chill sets in, the public is reminded of their responsibility when making an emergency call,”

A comparison of winter emergency call statistics over the previous two years, recorded between May and September, shows a marked decrease in the overall number of calls received last year, but noticeable increases in some of the categories linked to weather.

city - winter - emergency calls

Mayoral Committee Member for Safety and Security, JP Smith, says the statistics are evidence of the very severe weather spells we experienced in the City last winter. However, it has been noted that there were fewer frontal systems, but the impacts were more widespread.

“Our Safety and Security Directorate has a critical role in disaster response and mitigation, and it starts with the call for help,” added Smith

Smith says the directorate has staff on shift 24 hours a day, whose job it is to dispatch the right resource in times of trouble. They are trained to ask the right questions, but it’s a two-way conversation.

” – So my appeal to callers is to follow their lead, have your wits about you, and share as many pertinent details as possible. Simple things like an address or a landmark, and a patient’s medical history.”

Smith has also appealed to parents to talk to their children about how to call for help, but also the important function of emergency communication services. This is as prank calls made up nearly five percent of all calls over the past two winters.

“I can’t understand how this remains a source of amusement for some, knowing full well that they could be standing between the next caller in line and life-saving assistance,” said Smith.

city - winter - emergency calls — Image: Emergency Communicator Officer, Wendy Siyotula, on a call in the City’s Public Emergency Communication Centre

TIPS FROM THE PUBLIC EMERGENCY COMMUNICATION CENTRE:

Display the number prominently in your home
Make sure everyone knows it and has it saved on their cellphones
Teach children their address at an early age
Share details of medical conditions with the household, in case of an emergency

WHEN MAKING AN EMERGENCY CALL:

Once you have dialled the number and are through to the operator, give them your contact number first so they can call you back if you lose connection.
Always give your full name.
Describe your location as accurately as you can. Remember, the operator might not necessarily know your neighbourhood like you do.
Give details of your emergency. Let the operator guide the conversation — they have been trained to ask the most pertinent questions.
If it is a medical call, does the patient have existing conditions, i.e. high blood pressure, diabetes etc.
For as long as you are able, stay on the line. When the call connects, operators will be able to identify helpful information from the call if you stay connected.

The operator will then direct your call, along with the information they collected, to the relevant police, fire or ambulance service.

According to the City, its Public Emergency Centre is nearing its 25th year in existence. Its team of Emergency Communication Officers reportedly direct hundreds of thousands of calls for help to the appropriate channels each year.