Use technology to locate the caller and the incident

In addition to the caller’s description of the location, technology can help fire control personnel to locate the caller and the incident, enabling them to mobilise resources more effectively.

Calling line identification (CLI)

CLI allows emergency authorities to automatically receive an emergency caller’s phone number. This helps reduce the dialogue required between fire control personnel and the call handling agent during call handover, providing greater speed and accuracy.

Voice over Internet Protocol (VoIP)

Emergency calls from people using VoIP systems will be marked with **EXT** at the front of the CLI name field to alert fire control personnel that the caller may not be at the address given. In such situations fire control personnel should question the caller to obtain their location and the location of the incident they are reporting and confirm the method that can be used to recontact the caller if required. The information should then be recorded within the incident log.

Enhanced information service for emergency calls (EISEC)

EISEC gives fire control personnel access to information about the caller’s location. This is a critical first step in the call handling process, because if the call is disconnected the location of the caller will be unknown.

EISEC technology provides the address, including postcode, of the landline being used to make the emergency call.  This technology can also be used to obtain information about a mobile phone call, identifying a location circle from which the person is calling. This is particularly useful when callers are reporting incidents on the transport network and do not know their exact location.

The lines allocated for emergency calls, including any secondary and alternative numbers, must be configured appropriately to allow electronic transfer of EISEC information. The call handling agent should be informed of the lines which have EISEC in operation, including when any changes or additions occur.

Advanced mobile location (AML)

AML allows a more precise handset location for mobile callers to be retrieved through EISEC. After a short time delay (usually no more than 20 seconds) following the receipt of EISEC information, it is possible to pinpoint a location accurate to within 3m.

EISEC and AML information can be automatically transferred to mobilising systems that are appropriately configured, pre-populating the electronic incident log and dynamically updating geographical information systems to the identified location. Effective configuration of mobilisation and mapping systems reduces the time taken for an emergency call to be handed over from the call handling agent to fire control and helps fire control personnel to confirm the exact location of the incident.

Geographical information system (GIS)

GIS can be configured to provide a range of information to assist fire control personnel during emergency call management. GIS mapping with zoom levels that clearly display street numbers and names provide the most useful information to fire control personnel. Functionality that enables fire control personnel to search for a location based on map coordinates should also be provided.

GIS that include additional information or mapping overlays may help fire control personnel to locate and share information such as:

• Access points for incidents
• The location of fire hydrants
• The location of waterways

It may also be possible to record information about temporary occurrences such as road closures, controlled burning and public events.

GIS should be regularly updated to provide fire control personnel with access to accurate, up-to-date information.

In-vehicle systems

In-vehicle systems provide a method for an automated call to be made to emergency services following a road traffic collision.

eCall is an in-vehicle system whereby an emergency call is generated either manually by the vehicle occupants or automatically via activation of in-vehicle sensors.

When activated, the eCall device makes a direct emergency call to the call handling agent, providing data that contain information about the incident, including:

• Time
• Precise location
• Vehicle identification
• eCall status, such as whether the call was manually or automatically triggered

Telematics pre-dates eCall and uses a mobile data message or SMS to transmit vehicle and location data prior to setting up a voice-based call.

When handing over a call, the call handling agent relays whether it is via telematics mobile or eCall mobile and provides location information. If there is a delay in the location data being available to the call handling agent, they will interrupt the call to provide the information.

EISEC can also provide information for calls from in-vehicle systems, including:

• Calling number
• Vehicle make, model and colour
• Vehicle registration
• Direction of travel, measured in degrees
• Time stamp
• Whether the call was activated manually by a person pressing an SOS button or automatically by the in-vehicle system

Other locating tools

There are many applications that can help callers to provide information about their location when they require assistance. One example is what3words, which enables callers to provide a three-word address that can be interpreted into a location accurate to within 3m square.

When emergency callers provide this information, fire control personnel should confirm the spelling of the three-word identifier that is provided to confirm the incident location. This will help avoid misinterpretation and the potential to mobilise resources to an incorrect location.

Such tools may be accessed separately from the mobilising system, such as through a web browser, or they may be integrated into the mobilising system. Integrating tools may help fire control personnel to access them quickly and provide an audit trail in mobilising system logs.