More Than Just a Phone Call: Helping a Child
The work of a dispatcher for the single emergency response number 112 is far more than answering calls and entering data into a system. It is a role where, despite not being physically present, your voice can become the sole guarantee of safety in a life-critical moment. These are stories that stay with you for a lifetime.
Recently, a 112 dispatcher received a call from an upset and crying child. A stranger was frantically pounding on the door of the residence, displaying overt aggression. The child was home alone.
Demonstrating high professionalism and prompt action, the dispatcher ascertained the exact address and the circumstances of the situation, immediately forwarding the information to the State Police. However, her job did not end there. Hearing the fear and helplessness in the child's voice, the dispatcher chose to stay on the line. She remained connected, reassuring and supporting the child every second—right up until State Police officers arrived at the scene.
While such situations are not a daily occurrence, they are not rare either. A dispatcher's ability to assess a situation instantly and provide psychological support is invaluable. In these critical moments, keeping the conversation going provides the caller with a sense of security and the knowledge that they have not been left alone in their distress.
Behind every call like this lies intense psychological pressure. It is the art of dispatching: keeping a cool head, speaking calmly, and finding the right words when the caller on the other end is overwhelmed by anxiety, confusion, or panic that could otherwise complicate managing the call.
We extend our sincere gratitude to our dispatchers for their professionalism and their ability to serve as a steadfast source of support when it is needed most!
A Friendly Reminder!
Call the single emergency number 112 if there is an immediate threat to life, health, safety, the environment, or property.
Do not call 112 to chat or play jokes. Someone else may desperately need real help from emergency services at that exact moment, and a non-emergency call unnecessarily ties up phone lines and dispatcher time, delaying assistance to someone in distress.
For everyday, non-emergency issues, please contact the relevant utility or service providers.
For more detailed guidance on when to call and when not to call the single emergency number 112, please visit www.112.lv.
To shorten response times from the moment a citizen calls to the arrival of emergency services, the European Regional Development Fund (ERDF) project "Unified Contact Center Platform for Supporting the Operations of Emergency Services and Delivery of Public Services" was implemented. This project improves call processing, resource management, and information exchange between emergency services for the single emergency number 112. Additionally, to inform and educate the public about the 112 helpline and proper action during various threats, a new mobile app "112 Latvija" and the website www.112.lv have been developed.
