We are aware of the importance of accessible emergency services and the legislative requirements placed on EU countries, but how are countries ensuring that these are put into practice? We hear the perspective of Kaili Tamm, advisor on 112 at the Estonian Ministry of Interior.
The demands of the last year saw the rise of telehealth and teleworking. Many people, who had never before considered the possibility, were introduced to the concept of the remote office. The same can be said for emergency call-takers. As the importance of social distancing and quarantine became clear during the COVID-19 pandemic, many emergency call centres were presented with a unique challenge: how to continue to provide continuity of high-level service with the risk that call-takers would be unable to attend work? To address this, we saw the implementation of remote emergency call-taking.