SCDF responds to Facebook put up about 995 responder allegedly hanging up on caller, Latest Singapore News
The Singapore Civil Defence Force (SCDF) responded to a Facebook put up that criticised the style during which an SCDF officer dealt with a 995 telephone name, saying the caller supplied the fallacious location and that the responder remained calm and well mannered.
The put up, credited to “Pam Kaur” on Facebook group “Singapore Roads accident.com” on May 8, mentioned a name was made to SCDF to report an accident involving a automobile and a motorcyclist.
The author mentioned though the caller supplied the situation of the accident a number of occasions – together with the variety of the closest lamp put up – SCDF referred to as again a second time to substantiate it. The author then posted concerning the “incompetence, lack of urgency and stupidity” of the SCDF officer.
The put up additionally mentioned that the SCDF officer then hung up on the caller after she mentioned she didn’t just like the caller’s tone.
SCDF mentioned on Saturday (May 14) that it takes a critical view of such suggestions and instantly began an investigation to look into the information of the case and evaluate the dialog recordings between the caller and SCDF officer.
In response to the incident, SCDF mentioned: “We commend the public-spiritedness of the callers who had stopped to help and name 995 upon witnessing the accident.
“We would like to highlight that it is an established and sound procedure for 995 call centre operators to ask callers for key information such as prominent landmarks, building names, expressways, road names and lamp post numbers, especially when there is no specific address.”
It added that, at occasions, SCDF could must additional make clear the knowledge, significantly when responders can not find the reported incident.
“We seek the public’s understanding and patience about this,” it mentioned.
Regarding this specific case, SCDF mentioned its 995 name centre obtained a name a couple of highway visitors accident and the situation was reported by the caller to be alongside the Pan-Island Expressway (PIE) in the direction of Changi earlier than Exit 8B.
The 995 name centre operator then repeated the reported location to the caller for verification.
The operator additionally requested for additional particulars resembling the character of the accidents and the variety of the lamp put up nearest the accident, to which the caller mentioned, “370F”.
The operator then tried to confirm the route on the PIE the place the accident was positioned, to which the caller replied that it was on his exit in the direction of Changi however that he was going in the direction of Central Expressway (CTE), and repeated the lamp put up quantity.
SCDF mentioned the operator then assured the caller that the ambulance was already on its method and thanked him.
But the SCDF ambulance couldn’t discover the accident based mostly on the knowledge supplied by the caller, SCDF added, which prompted the paramedic within the ambulance to contact the caller concerning the exit and lamp put up quantity.
“This seemed to frustrate the caller who made snide remarks towards the paramedic. The paramedic then replied to the caller that she was uncomfortable with the tone of the caller, and subsequently disengaged from the call to focus the crew’s attention on locating the accident,” SCDF mentioned.
It later discovered that the accident was as a substitute alongside the CTE in the direction of Seletar Expressway, earlier than the PIE exit, after receiving a report from one other caller on the identical incident.
The SCDF ambulance that was dispatched for this name arrived on the scene inside eight minutes and subsequently took a person to Tan Tock Seng Hospital.
SCDF mentioned: “There were no other accidents around the initial location reported by the caller, or the actual location, during that period of time.”
It added: “As for the follow-up call initiated by the paramedic, the audio recording from an in-vehicle camera within the SCDF ambulance found that the paramedic had remained calm and polite with the caller throughout, even at the point when she said that she was not comfortable with the caller’s tone and subsequently disengaged the call.”
SCDF additionally famous that members of the general public can name 995 utilizing SCDF’s myResponder cellular utility, which has geolocation expertise to routinely decide a caller’s location.