This document summarizes the emergency calls handling system used in Munich, Germany. It discusses that the Integrated Emergency Call and Dispatch Center of Munich receives approximately 950,000 calls per year from the 1.9 million residents of the city. It is staffed 24/7 by call takers and dispatchers who are extensively trained. The Center uses an automated system to determine caller locations and dispatch the appropriate emergency services. It shares data with other emergency centers and hospitals to coordinate emergency response and care. Future challenges include integrating new technologies like emergency apps and handling calls from autonomous vehicles.

1. • 1
Emergency Calls Handling Systems
The example of the City of Munich
EENA Conference & Exhibition 2019
10 – 12 April, Dubrovnik

2. Mit Leidenschaft dabei
Wolfgang Schäuble
Head of Department - Fire Chief
Landeshauptstadt
München
Kreisverwaltungsreferat
City of Munich
Key Figures
• 2

3. Mit Leidenschaft dabei
Wolfgang Schäuble
Head of Department - Fire Chief
Landeshauptstadt
München
Kreisverwaltungsreferat
City of Munich
Key Figures
• 3

4. Mit Leidenschaft dabei
Wolfgang Schäuble
Head of Department - Fire Chief
Landeshauptstadt
München
Kreisverwaltungsreferat
Emergency Call and Dispatch Center of Munich(ILS)
key figures
• 4
approx.
950.000 calls a year
2.500 calls a day
1.000 missions a day
600 fire and rescues cars to dispatch
approx.
1.9 million residents
980 km²

5. Mit Leidenschaft dabei
Wolfgang Schäuble
Head of Department - Fire Chief
Landeshauptstadt
München
Kreisverwaltungsreferat
Emergency Call and Dispatch Center
112 for fire and rescue service
Specialities:
• Call and Control Centre for non emergency transports with
ambulance cars (e.g. interhospital transports)
• Coordination of intensive care transport helicopters
• Coordination of the Analytical Task Force
• Contact point of the state capital
• Head of non-police catastrophe defence
• 5
Integrated Emergency Call and Dispatch Center (ILS)
Duties

6. Mit Leidenschaft dabei
Wolfgang Schäuble
Head of Department - Fire Chief
Landeshauptstadt
München
Kreisverwaltungsreferat
We provide security for people seeking help and
• are always quickly accessible
• actively accompany him or her
• take the right measures
We ensure the greatest possible freedom of action for the
emergency forces by
• providing targeted information
• communicating reliably
• offering proactive support
We are the management center for the City of Munich
• 6
Integrated Emergency Call and Dispatch Center (ILS)
Mission Statements

7. Mit Leidenschaft dabei
Wolfgang Schäuble
Head of Department - Fire Chief
Landeshauptstadt
München
Kreisverwaltungsreferat
Integrated Emergency Call and Dispatch Center (ILS)
Organisation
• 7
24 operation control stations
10 additional control stations for extraordinary circumstances

8. Mit Leidenschaft dabei
Wolfgang Schäuble
Head of Department - Fire Chief
Landeshauptstadt
München
Kreisverwaltungsreferat
Sufficient staff to start operations at all control stations simultaneously
at any time 24 / 7 (e.g. electric black out, terrorist attacks)
• 8
Integrated Emergency Call and Dispatch Center (ILS)
Organsiation

9. Mit Leidenschaft dabei
Wolfgang Schäuble
Head of Department - Fire Chief
Landeshauptstadt
München
Kreisverwaltungsreferat
general education
firefighting officer course
Paramedic
additional education for call takers
7 Weeks: Training course in an academy
7 Weeks: Training on the job
additional education to become a Dispatcher
2 Weeks: Training course in an academy
3 Weeks: Training on the job
• 9
Integrated Emergency Call and Dispatch Center (ILS)
Organisation

10. Mit Leidenschaft dabei
Wolfgang Schäuble
Head of Department - Fire Chief
Landeshauptstadt
München
Kreisverwaltungsreferat
additional annual training
training 120 h per year
including medicine, fire fighting,
conversation management,
crew resource management training,
technical innovations
future prospects (3-4 years)
job description for a dispatcher
three-year apprenticeship
• 10
Integrated Emergency Call and Dispatch Center (ILS)
Organisation

11. Mit Leidenschaft dabei
Wolfgang Schäuble
Head of Department - Fire Chief
Landeshauptstadt
München
Kreisverwaltungsreferat
Emergency
112 Fire and Rescue Service → ILS
110 Police
Non-Emergency
19 222 ambulance transport → ILS
116 117 broad-service by the Association
of Statutory Health Insurance Phsysicians
(for conditions which are not life-threatening)
→ in discussion to be integrated in ILS by law
• 11
Integrated Emergency Call and Dispatch Center (ILS)
Contacting the public saftey answering points (PSAP)

12. Mit Leidenschaft dabei
Wolfgang Schäuble
Head of Department - Fire Chief
Landeshauptstadt
München
Kreisverwaltungsreferat
• 12
• +
Integrated Emergency Call and Dispatch Center (ILS)
Emergency call handling system
calltaker takes both

13. Mit Leidenschaft dabei
Wolfgang Schäuble
Head of Department - Fire Chief
Landeshauptstadt
München
Kreisverwaltungsreferat
Telephone companies are required to automatically transmit caller data
and location by law
The caller's phone number is matched with an address database
The location is displayed to the dispatcher in the GIS
If there is no result:
The location will be
determined using
Google´s
Emergency
Location
Service
• 13
Integrated Emergency Call and Dispatch Center (ILS)
Caller location

14. Mit Leidenschaft dabei
Wolfgang Schäuble
Head of Department - Fire Chief
Landeshauptstadt
München
Kreisverwaltungsreferat
Current use of a self-created
emergency call protocol
Once the necessary information has been entered,
the operation, including the required information,
will be automatically sent to the responsible
dispatcher
The calltaker accompanies the caller until the
dispatched emergency forces have arrived and
assists the caller by giving instructions on how to
resuscitate or how to behave in case event of fire
(also supported by the system)
• 14
Integrated Emergency Call and Dispatch Center (ILS)
Emergency call handling

15. Mit Leidenschaft dabei
Wolfgang Schäuble
Head of Department - Fire Chief
Landeshauptstadt
München
Kreisverwaltungsreferat
Each one of the 26 Bavarian control centers has the same operational
control system and are using the the same data base and are
connected via VPN
Interface to the operational control center of the police to enhace
cooperation
Connection and data exchange with all hospitals in Munich via web
based software (IVENA) to share information about assigned patients
• 15
Integrated Emergency Call and Dispatch Center (ILS)
sharing data

16. Mit Leidenschaft dabei
Wolfgang Schäuble
Head of Department - Fire Chief
Landeshauptstadt
München
Kreisverwaltungsreferat
Also connected is a fallback centre with 24 operation control stations
located at another Munich fire station
(not only used by Munich ILS also by other bavarian ILS)
• 16
Integrated Emergency Call and Dispatch Center (ILS)
sharing data

17. Mit Leidenschaft dabei
Wolfgang Schäuble
Head of Department - Fire Chief
Landeshauptstadt
München
Kreisverwaltungsreferat
the control center as gatekeeper for health services
(e.g. integration of the broad-service by the Association of Statutory
Health Insurance Phsysicians)
the integration of new technologies into the control center, like
Emergency Apps
Emergency calls from autonomous systems
shortening of technical innovation cycles
using of the manifold data emerging out of various geo data services
and the posibilities of Smart City
• 17
Integrated Emergency Call and Dispatch Center (ILS)
challenges

18. Mit Leidenschaft dabei
Wolfgang Schäuble
Head of Department - Fire Chief
Landeshauptstadt
München
Kreisverwaltungsreferat
• 18
Thank you for your attention
______________________
Questions ?
EENA Conference & Exhibition 2019
10 – 12 April, Dubrovnik