Call taker’s questions

In order to receive prompt and efficient help, call taker’s questions must be answered as accurately as possible. All questions asked have been coordinated with emergency services, provided for in interoperability agreements and service response schemes (algorithms).

Main questions include:

What is the address of the incident?

This is the most important question that all emergency services need to know. No emergency services can be sent without knowing the exact location of the incident. Therefore, the caller will be asked to provide the address as accurately as possible, telling the name of the municipality, eldership, city, town or village, street, house and apartment number, stairwell code (if the stairwell door has a coded lock).

In cases where accurate address cannot be provided, other landmarks should be described, for example, road signs, signs or visible objects (e.g. a water tower, a quarry, a bridge, etc.).

The caller is the most important source of information. The caller’s location data received from mobile operators are used as an aid only.

What happened?

Briefly and clearly describe what happened and when, and who suffered in the incident. When calling emergency medical services, briefly describing the main complaint is enough, because dispatchers of the emergency medical services station will later ask about the patient’s condition in greater detail.

Name and surname of the reporting person?

Normally, when accepting a request for help, the caller is asked to introduce himself. The caller will not be asked to introduce himself in exceptional cases only when extremely urgent help is needed at the scene or the caller has been connected to the emergency service.

Other questions asked by the call taker depend directly on the incident and the services responding to it. Based on the received data, the call taker will classify the incident and complete an electronic report card, the data of which shall automatically be transmitted to the appropriate services.