112.fi

Managing staff performance

Teemu Lehti

Director of steering and forecasting

Emergency Response Centre Administration

Finland

EENA conference 2016

112.fi

ERCA human resources facts

• Number of personnel

• In operative work: 500

• In administration, support and development: 100

• Distribution

• Men 40%

• Women 60%

• Average age 43,3 years

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The available tools for well-being

• coordination of the work and leisure (shift planning)

• physical exercise during working hours (1 h per week)

• every workplace gym and sauna

• ergonomics (electrically adjustable desks)

• comprehensive occupational health care

• Annual performance reviews

• The development of professional skills (a major investment in

workplace training)

• financial support for leisure time (sports and culture)

• sports and recreation events

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Call taking

Risk

assessment

Response

determination

DispatchingTask

monitoring

Situational

awareness

Reporting and

analysing

Co-operation &

communication

DISPATCHERS CALL-TAKERS

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Monitoring factors in 112 chain and

individual level

Quick delivery

of help in urgent cases

- 112 call connected => help

on the scene of accident

EVENT SUPPORT

- delay of dispatching of

tasks in waiting queue

- delay of urgent support for

units (answering time in

radio contacts etc.)

CALL HANDLING

- A,B,C,D urgency distribution %

- accuracy of risk assessment

- dispatch / non-dispatch %

- call duration

- delay of dispatching in urgent

events

- professionalism in customer service

THE AUTHORITIES

USING ERC SERVICES

- number of field resources

available (regional level)

- criteria for dispatching /

risk analysis instructions

(national level)

- feedback

SUPERVISOR

- answering time %

- call takers / workflow

- use of resources (overtime

work)

AGENCY LEVEL

(ERCA)

- personnel planning

- budget

- co-operation in

training

DEPARTMENT LEVEL

(ERC services)

- standard operational

procedures (SOP)

- quality control and

guidance

MINISTRIES

- legislation

- budget

Workflow

optimization

Optimal utilization

of field resources

Quality call

handlingPROCESS

INDICATOR

UNIT LEVEL (ERCs)

- rota / shift planning

- holiday planning

- training and coaching

- supervision of daily work

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Team observation

• New concept since 2011

• Observation is made by the members of national operative team (one shift

supervisor from each center)

• Observation is done at least once a year and it produces a report about

areas of development in

• know-how and skills in calltaking and dispatching

• following intructions and processes

• leadership and management

• rota / shift planning

• service level and co-operation with other agencies

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Workload is a decisive factor for

allocating resources between different

centers

THE NUMBER OF

112 CALLS

THE NUMBER OF

RADIO CONTACTS /

SUPPORTIVE DUTIES

-> no tools for these

measuring promptly at

the moment

THE NUMBER OF

DISPATCHED TASKS

THE NUMBER OF

TESTING CALLS FOR

AUTOMATIC FIRE OR

BURGLAR

DETECTORS

MAN-YEARS FOR 2016 WERE

ALLOCATED BASED ON

- 8200 112 CALLS PER ERC

OPERATOR (CALL-TAKER

OR DISPATCHERS)

- XXXXX TESTING CALLS

PER ERC OPERATOR

THE NUMBER OF 112 CALLS THE NUMBER OF TESTING CALLS

(AUTOMATIC FIRE AND BURGLAR

DETECTORS)

THE NUMBER OF RADIO CONTACTS

THE NUMBER OF SUPPORTIVE

DUTIES (DATABASE INQUIRIES ETC.)

THE NUMBER OF DISPATCHED TASKS

2016 – THE ALLOCATION OF RESOURCES WAS BASED ON 8200 112 CALLS / ERC OPERATOR (CALL-TAKER OR DISPATCHER). THE

RESOURCES FOR TESTING CALLS WERE ALLOCATED SEPARATELY.

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Percentage of emergency calls

answered within the target time limit (10 s)

2006–2014

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Job satisfaction barometer 2012–2015

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Emergency caller

satisfaction 2008–2014

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Cooperating authority

satisfaction 2007–2014

Satisfaction on a scale of 1–5

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Taskforces in developing

the ERC services

National level• multi authority group

• single authority development

groups

Regional level• multi authority groups

• single authority

development groups

Agency level• development unit

• teams

• separate projects

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Recommendations

• The development of professional skills (workplace training)

• Taskforces in developing the ERC services (National, Regional,

Agency level)

• Team observation (continuity and follow-up development)

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Hätäkeskuslaitos

PL 112, FI-28131 PORI

Nödcentralsverket

PB 112, FI-28131 BJÖRNEBORG 112.fi

Further information :

EMERGENCY RESPONSE CENTER ADMINISTRATION

P.O. Box 112, FI-28131 PORI

Official e-mail: hatakeskuslaitos@112.fi

firstname.lastname@112.fi

ERCA´s youtube channel:

http://www.youtube.com/watch?v=clZAj7APsY4

https://www.youtube.com/user/hatakeskuslaitos

THANK YOU!

Teemu.lehti@112.fi

More info about ERCA: www.112.fi