Seizures: Leganés.
Robbery with violence: Madrid.
Lipothymia: Las Rozas.
Cardiac-respiratory arrest: Majadahonda».
The events are plummeting
on the computer panel
.
If in the Stock Exchange they contemplate the rise and fall of the value of the shares and in a newsroom the traffic data of the news, in the operations room of 112 the emergencies are placed on a list where the lost animal shakes hands
with the psychiatric disorder, the hemorrhage
or the car accident.
These are the thousand and one stories that are heard daily on 112. Behind each call there is a daily emergency, a distress call, a cry of desperation,
a suicide attempt
.
Susana Martínez is one of the managers who hides on the other side of the telephone line behind that “Emergencies, how can I help you?”.
She assures that the most difficult part of her mission
is to keep her cool
in difficult situations.
“When a case is serious, the person who calls you is nervous,
everyone screams and screams
around them and you don't understand anything.
There are also people who are blocked and are not able to tell you things.
You have to be calm and transmit it to the one who is calling you.
You must get him to calm down so that he can tell you what is happening », affirms Martínez, from his post at the 112 Emergency Center of the Community of Madrid, located in Pozuelo de Alarcón.
Your job is to get as much information as possible in the shortest time possible.
The most important thing is the where and the what.
The first 20 minutes are essential
to save a life, so the average time it takes to handle a call is 70 seconds.
Martínez writes and saves the important data of the case on the computer and sends an alert to the rest of the services that decide how to act.
The different
computer systems are integrated
, in such a way that when the manager collects the information, it passes to the system of each one through a gateway.
Operations room of 112 in Pozuelo.J.
BARBANCHO
The great miracle of this operating room is that
the Emergency managers
, the Civil Guard, the National Police, the Samur, the Summa 112, the Firefighters and the Forestry Agents work side by side.
In the central ring of this space are the managers of the calls and around them, in a huge circle,
the links of the different bodies
are placed .
Here coordination has to work like clockwork because everything has an operating procedure that determines which body has to act
according to the type of incident
.
“The key is to coordinate the response and put multiple services in place
for a single incident
.
It is not about activating too many resources but the fair and necessary ones », explains Carlos Novillo, director of the Madrid 112 Security and Emergency Agency and deputy minister of the Interior, in his office.
A huge circular building
All the information is shared in such a way that the links of each body can
follow the calls
.
In this way, the Police know when the Samur has reached an accident and vice versa.
«We are a leading center
in terms of the integration of the different organizations
.
The most important thing is to have a procedure for each case and assign it the appropriate priority.
The strategic thing is not only the extraordinary emergency but the daily one, where it is necessary to see how to activate the different services as quickly as possible, "says Alejandro Martínez, director of Center 112.
The Emergency
Pentagon
is made up of two concentric cylindrical buildings, which have an area
of 22,000 square meters
, of which 1,500 correspond to the operating room.
Last year a new building of 318 square meters with 26 rooms with bunk beds and with a capacity
for 52 people
was added .
It is a bunker that allows these workers to
have autonomy from the outside
, to function as a bubble and to be able to sleep there in extreme situations, a need that arose as a result of the arrival of Covid.
112 building in Pozuelo de Alarcón.EM
For the Emergency teams, these last three years have not been easy, since there have been the worst fires of the century, the worst floods,
the worst snowfall
and the worst pandemic.
One of the great lessons learned from all these catastrophes is that
the population must be more involved in its own security
and not be so dependent on external aid.
“It is necessary to have basic knowledge of first aid in order to create a culture of civil protection.
We have
to promote the self-protection of citizens
so that they respond correctly during the first few minutes”, highlights Novillo.
For this reason, from the Security and Emergency Agency they are working on what they
call the reverse 112
, that is, just as the citizen calls 112, the emergency service will also call him.
It is a technique that has already been used in some catastrophes such as the Windsor building fire, when massive calls were made to landlines to alert the population to close the windows.
Now it is intended that 112 can send messages to the mobile phones of the population in a certain radius of action
alerting them of a snowfall or flood warning.
A car crashes into a local in Las Rozas.
This is a project in which
the Community of Madrid works together with the Ministry of the Interior
and the rest of the communities, because collaboration between administrations works in this field.
“Emergencies
are outside the political dispute
.
I have a very good relationship with the Civil Protection directors of the rest of the communities.
We have a WhatsApp group where we share information.
The collaboration is exemplary, ”says the vice-counselor.
Novillo recalls that this entire process has been possible thanks to
the unification of emergency numbers in 112
, which is now unique for the 27 member countries of the EU.
In fact, yesterday the European Day of 112 was celebrated to promote the existence of this telephone among citizens.
Not so long ago there were different numbers and the citizen had to remember that
061 was for ambulances
, 085 for firefighters and 062 for the Civil Guard.
“This represented a tremendous advance when it came to working in a coordinated manner because for the same incident you may have to send three different services at the same time.
Before, however,
it was done in stages
.
The Civil Guard arrived first, and if they saw that it was necessary, they notified the toilets », he indicates.
In the 112 operating room they know what it is like to live with tragedy on their heels, but they also know the satisfaction of saving lives on a daily basis.
Susana Martínez suffered in the front line
of the 11-M attacks
or the Spanair accident, but she continues to be passionate about her work.
“Here we believe all the calls and check everything.
You have to empathize with the person on the phone.
Any call is important »
, she concludes.
Paramedics try to revive a young man.EM
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