Emergency Response Centre Administration, Finland NENA conference 2014 Director General Martti Kunnasvuori

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ERCA´s area of responsibility: Finland • • •

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5,4 M inhabitants Geographical area: 338.000 km² Official languages: Finnish and Swedish - recognised regional language of Saami Member of EU: 1.200 km Schengen border with Russia One emergency number 112 One organisation managing 112 calls: ERCA

Artic Circle

ERCA 2013 • 684 personnel • 60 M€ costs • 11 € / inhabitant

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Separate emergency response centres for fire service and police •

The first shared fire emergency response centres serving the municipalities were already in operation by the late 1950s.

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A legislative change in 1976 brought with it the obligation for municipalities to establish regional emergency response centres. The initial disposition of 58 emergency areas for rescue services mirrored the prevailing telephone network.

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At first the new regional emergency response centres only handled fire and rescue service calls.

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Following further legislative change in 1983 the centres were transformed into general emergency response centres, with a brief extended to cover emergency social and health care calls.

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In 1991 the number of rescue service emergency areas had to be reduced from 58 to 27. 112.fi

Separate emergency response centres for fire service and police •

The traditional village police system was still operating in rural areas in the 1960s. There were no separate alarm centres, but each policeman could be contacted at home by telephone.

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In 1991 there were 246 police districts, comprising 26 city police departments and 220 rural police districts. Police emergency call centres operating round the clock numbered 75.

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Joint emergency response centre for public authority services •

Planning for a joint emergency response centre for public authority services was launched in 1991.

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A five-year emergency response centre trial was initiated in 1996 in four areas: Central Finland, North Karelia, Jokilaakso and the Salo region.

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Parliament prepared a new Emergency Response Centre Act, on which the Council of State issued a Decree, each entering into force on 1 January 2001.

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The Emergency Response Centre Administration assumed responsibility for emergency response centre operations in stages extending until the end of 2005.

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By the dawn of 2006 all 15 emergency response centres were in operation. 112.fi

Ministry of the Interior Permanent Secretary

Director General Head of the Emergency Response Centre Administration

Legality Control Unit

Steering and Forecasting Department

ERC Services Department

Technical Services Department

• Headquarters unit

• ERC Development Unit

• Information Technology Unit

• Communications Unit

• Inter-Authority Cooperation Unit

• Operations and Maintenance Unit

• Change Management Unit

• ERCs (6)

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ERCA video

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The Finnish operating model: the chain of assistance

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The special features of Finnish 112 model COMPREHENSIVE COOPERATION BETWEEN ALL AUTHORITIES, JOINT PROJECTS ALL AGENCIES USING THE SAME TETRA RADIO NETWORK WITH NATIONWIDE COVERAGE

EENA AWARD 2013: OUTSTANDING NATIONAL 112 SYSTEM

COLLEGE-LEVEL DEGREE FOR CALLTAKERS / DISPATCHERS

EMERGENCY RESPONSE CENTRE ADMINISTRATION - A SEPARATE AGENCY HANDLING ALL 112-CALLS AND A LAW ABOUT 112SERVICES

Reporting and analysing

Call taking

Risk assessment

Situational awareness

Co-operation & communication

Response determination Task monitoring

Dispatching

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Sharing data related to disaster risk reduction Forest fire monitoring flights Public warning Finnish Meteorological Institute (Security weather unit)

Finnish Transport Agency (Traffic centers)

Finnish Environment Institute (Flood monitoring) + Duty officer in the MOI + State Council Command and Control Center

STUK Radiation and Nuclear Safety Authority (Radiation monitoring)

Aeronautical Search and Rescue Media

Maritime Rescue Co-ordination Centre

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Crossborder co-operation in large scale incidents or daily basis

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ERC operator training •

Qualifications are set in the Emergency Response Centre Act • Emergency Response Centre Operator Diploma 90 cu / 1,5 years • Diploma in Police Studies 120 cu / 2 years

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New ERCs

Oulu ERC 2011 November Kuopio ERC 2012 November Pori ERC 2013 November

Oulu

Kerava ERC 2013 March and 2014 March Turku ERC 2014 April Vaasa ERC 2014 November

Vaasa

Kuopio

Pori Turku

Kerava

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Key figures for 2013 Total number of received calls:

4,050,000

Emergency calls:

2,886,000

Other calls:

1,082,000*

*Including spontaneous police missions, hospital transport and testing of automated fire detectors.

1,647,000 calls resulted in the mission being dispatched to different authorities - 50% police - 43% emergency medical services - 6% fire and rescue - 1% emergency social services and others

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112 caller location detection system •

112 caller location detection system is integrated into ERC information system and was used over 400 000 times last year. • Video about a succesful use of the system

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Based on triangulation (Cell ID information can be get via a manual inquiry), so waterways etc. effect on accuracy • city areas ~50-400 m • suburban areas ~100-1000 m • rural areas and waterways ~1-5 km

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Smart Locator – a software to locate smart phones was taken into use this summer • ERC can send the 112 caller a text message with link that sends the GPS coordinates of the phone into the system • Smart Locator video for citizens

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112 SMS •

At the moment one text message number for each ERC • If a person sends the SMS to any center the information is forwarded to the correct ERC for dispatching, if needed

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112 SMS planned to be in action by the end of 2015 • ERCA´s point of view is that it should only for persons with disabilities and pre-registration must be required • No short-cuts to 112 services every message type via the same 112 queue

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112 services in Finland in the future • One virtual emergency response center with six sites networked together • A separate command and control room for the support and management • New services: 112 SMS, eCall, 112 apps

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New Operational model – New demands for the IT system Call overflow during congested periods

Uniform operational models

• Nationwide network of ERCs • System can seek the free call taker from nationwide network when needed (dispatching from the ERC of the scene of the incident) • Permanent ability to find replacements during disruptions

• Integration of nationally approved risk assessment procedures into the system • Regional differences noted in response planning and target based specific guidelines

Shared system with different authorities (police, Fire and Rescue, health and social services)

Improved GIS information

• Common operational picture and overall incident management

• Geographic data properties (caller and unit positioning and route optimization) will be improved • Common GIS information shared with field units and commanders • Use of the nearest and most appropriate unit

• Real time flow of information between the systems of ERCs and field commanders during the mission • Remote use: Authorities can feed and maintain their own data with individual access to the ERICA

Very high usability à 99,996 %,

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To whom?

ERICA Portal users

Emergency response centers • Call taking & dispatching • Shift management Command and Control Rooms • Police • Fire & Rescue • Emergency Medical Services • Border Guard Portal users/management • Statistics • Operational data • Management data

ERCs and CC rooms of various authorities

KEJO

Field commanders and units (KEJO users)

TUVE security network

VIRVE radio network

ERC Administration strategy 2015

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23/06/2014

In the year 2015 Finland will have a coherent, networked and reliable nationwide ERC Administration as the first link in responding to emergency needs quickly and professionally. The Emergency Response Centre Administration's Vision 2015

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Further information : EMERGENCY RESPONSE CENTER ADMINISTRATION P.O. Box 112, FI-28131 PORI Official e-mail: [email protected] [email protected]

MORE VIDEOS ABOUT EMERGENCY RESPONSE CENTER ADMINISTRATION (ENGLISH VERSIONS ALSO INCLUDED): http://www.youtube.com/channel/UCtYbqxK0tIT2B9T6t7_wZNw

Hätäkeskuslaitos PL 112, FI-28131 PORI

Nödcentralsverket PB 112, FI-28131 BJÖRNEBORG

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