Transcript The City of Cape Town’s Role in Creating a Better Life for All

PUBLIC EMERGENCY COMMUNICATION CENTRE
SINGLE ENTRY POINT TO ALL Safety & Security SERVICES
Established in terms of the
National Emergency Telephone Service Act 143, 1993
and associated Regulations
Background information
Establishment
The centre was commissioned in 1998 to coordinate metropolitan communications in terms of
a Council resolution (CMC).
The 107 service was added in 2000 and operates
in terms of the National Emergency Telephone
Service Act, Act 143 of 1993
Area of Operation
The entire City area
is served by a
central emergency
contact centre.
~~~~~~
Mission Statement
To enhance the quality of life by handling all
emergency and other calls for service in a
prompt, courteous, professional and correct
manner thereby saving lives, protecting property,
limiting crimes and preventing major fire loss,
while maintaining accurate information.
Area = 2,751 km²
Population = ±3.5 mil.
Public Emergency Communication Centre Structure
Manager: John Ellis
Service Quality
• Quality Assessment
• Public Education & Awareness
•Training & Skills Development
• Customer Relationship Management
Operations
~ Shift Operations ~
365 / 24 / 7
4 Supervisors
4 Seniors
Emergency Communicators
Technical Support
• System Administration
• Maintenance
• Development & Enhancement
Administrative Support
• General Administration
• Procurement
• Asset Control
• Staff Issues
PECC Contact Details
1
2
Branch Details
Location
1st Floor, 44 Wale Street, Cape Town
Telephone
Reception (Office Hours)
021 487 2745
Non-Emergency Calls (24-hour)
021 424 7715
Emergency Calls (24-hour)
From a Telkom Phone 107
or 021 480 7700 from a Cellphone
Contact Details of Senior Staff
Name
Designation
Contact Details
Office
Fax
Cell
E-mail
John Ellis
Manager
021 487 2045
021 487 2052
084 613 0114
[email protected]
Jaco Groenewald
Head: Operations
021 487 2257
021 487 2052
084 220 0072
[email protected]
Estelle-Maré Le Keur
Head: Service Quality
021 487 2907
021 487 2052
074 133 5463
[email protected]
Jeremiah Phillips
Head: Technical Support
021 487 2090
021 487 2052
084 525 0232
[email protected]
PECC Working Hours
Time
Operations - 24/7/365
Operational Support
(+ after-hour standby)
Day Shift
07h00
18h00
Night Shift
18h00
07h00
Office hours
07h30
16h00
Core Business : Call Processing
1
Incident
2
Call
3
Information
Processing
ALL EMERGENCIES
107
107
or
021 480 7700
Emergency
Communication
Centre
4
Service Provider
Response
(internal and/or external)
Basic questioning focusing on:

What is going on?

Where is the incident (location)

When did the incident take place

Who is calling party
Name
Telephone Number

How did it happen
Why use the ‘107’ Emergency number
Easy access
Answer calls within 10-20 seconds.
Tri-lingual call-taking capacity.
Professional support
Provide responders with clear, concise and accurate
information.
Types of Calls
(These are only a few examples!)
Emergency Calls
Fires
Crime
Property/Buildings
Vehicles
Bush & Grass
Suicide/Attempted Suicide
Theft
Assault
Hijacking
Drugs (Dealing or Overdose)
Rape
Motor Vehicle Accidents
Medical
Stabbing
Maternity
Drowning
Chemical Accidents
Natural Disasters
‘Other’ Calls
Utility Services
Water
Electricity
Sewerage
Employee Assistance Program
SOS roadside system
Illegal land invasion
Notifiable Diseases
Hazmat (Hazardous Material) Transportation
Our Customers
External Customers
Public (Community & visitors)
Emergency service providers
Ambulance Services
SAPS
112 Centres
Provincial Departments
Eg Health, Disaster
Management
SANRAL
Municipalities outside Cape
Town
NGO’s
Private/Business
Organisations
Internal Customers
CCT Safety & Security service
providers
Metro Police
Disaster Risk Management
Fire & Rescue Service
Traffic Service
Law Enforcement &
Specialised Services
CCT Departments & Services
Health
Utility Services
Roads & Stormwater
Sysman ESS System
Database Information
Available
Automatically retrieves Telkom
ANI & ALI (Automatic Number
& Location Identification)
Ward Number
Premises Detail
History calls (Agent who dealt
with call, Process call has
undergone etc)
Standard Operating
Procedures
911 Dispatch SOPs
Rolodex Telephone Index
No telephone handsets
Keyboarding skills critical
Public Education & Awareness
Inform the community about the single 3 digit
emergency number
When is something an emergency
The services linked to
this number
To reduce the number of prank calls
Projects
School education (pre- and
primary schools)
Community events
Libraries
Exhibitions
Senior Events
Special Events
Public Education & Awareness
...for all
emergencies
contact
107
or (021)
480 7700 from a
cellphone
THANK YOU