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Report: Impact of COVID-19 on PSAP Activities
From the Executive Summary: "'Emergency services across the world have faced many challenges during the COVID-19 [coronavirus disease 2019] pandemic. This report explores the impact on and the response of emergency organisations, primarily in Europe, during the first peak of the crisis'. The report highlights that although some countries did not experience a significant change in the overall number of emergency calls, certain countries, particularly those hit hardest by the outbreak, saw an influx of calls which challenged the capacity of their emergency call centres. Alternative numbers, such as non-emergency medical numbers and dedicated crisis information hotlines, were a useful tool to reduce the number of emergency calls and prevent the saturation of emergency call centres. It is particularly useful if these numbers are already well-established and well-known among the population. In addition, services were often impacted differently, with many countries noting an increase in emergency medical calls and a decrease in non-medical emergency calls (fire and rescue, police). This highlights the importance of fostering synergies between emergency services. Inter-agency cooperation and the pooling of resources should be taken into consideration. Emergency call centres responded in various ways to the challenges faced, including by introducing new protocols and making efforts to increase the number of staff. However, improvements can still be made."
European Emergency Number Association
Silva, Marta Azevedo; Michael, Rose
2020-09-15
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Report: Impact of COVID-19 on PSAP Activities; Appendices
This 2020 European Emergency Number Association Appendix features the following appendices: "Appendix 1[:] Call Handling & COVID-19- Related Information Per Country"; "Appendix 2[:] Type of Calls in Data Set"; and "Appendix 3[:] Detailed Reports Per Country."
European Emergency Number Association
Silva, Marta Azevedo; Michael, Rose
2020-09-15
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COVID-19 Impact on Mental Health and Domestic Abuse Helplines
From the Executive Summary: "The COVID-19 [coronavirus disease 2019] outbreak posed and continues to pose significant challenges for emergency services and public authorities. Whilst emergency services call centres have remarked changes in the volume of emergency calls during this period, the pandemic has also considerably impacted helplines for mental health and domestic violence."
European Emergency Number Association
Silva, Marta Azevedo; Michael, Rose
2020-08-06
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