A Study on the Response System through Analysis of Fire Reports According to Environment Changes

Abstract

A surge in emergency calls occurs when the number of emergency calls received simultaneously exceeds  the limits of firefighting capabilities, such as call reception desks and emergency call lines. When the number of emergency calls received simultaneously is so large that the General Situation Room (GSR) is operating normally with its firefighting capabilities, some calls cannot be processed, which can be called a surge in emergency calls. In this paper, we examined the capacity of the emergency GSR nationwide to identify problems and countermeasures due to the surge in emergency calls. In particular, we presented countermeasures to minimize the surge in calls by  identifying the rate of increase in the number of calls received at the emergency GSR in each region. As a result, it is necessary to designate emergency call agents in response to a surge in reports, and to designate the duties of emergency call agents in response to a surge in reports. In addition, it is thought that securing additional locations for emergency reception desks in response to a surge in reports, education in response to the operation of emergency reception desks, and especially training in response to a surge in reports should be carried out in stages.