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SCDF responds to Facebook post about 995 responder allegedly hanging up on caller, Latest Singapore News



The Singapore Civil Defence Force (SCDF) responded to a Facebook publish that criticised the way during which an SCDF officer dealt with a 995 cellphone name, saying the caller offered the incorrect location and that the responder remained calm and well mannered.

The publish, credited to “Pam Kaur” on Facebook group “Singapore Roads accident.com” on May 8, mentioned a name was made to SCDF to report an accident involving a automotive and a motorcyclist.

The author mentioned though the caller offered the situation of the accident a number of instances – together with the variety of the closest lamp publish – SCDF referred to as again a second time to substantiate it. The author then posted concerning the “incompetence, lack of urgency and stupidity” of the SCDF officer.

The publish additionally mentioned that the SCDF officer then hung up on the caller after she mentioned she didn’t just like the caller’s tone.

SCDF mentioned on Saturday (May 14) that it takes a severe view of such suggestions and instantly began an investigation to look into the info of the case and assessment the dialog recordings between the caller and SCDF officer.

In response to the incident, SCDF mentioned: “We commend the public-spiritedness of the callers who had stopped to help and name 995 upon witnessing the accident.

“We would like to highlight that it is an established and sound procedure for 995 call centre operators to ask callers for key information such as prominent landmarks, building names, expressways, road names and lamp post numbers, especially when there is no specific address.”

It added that, at instances, SCDF could must additional make clear the data, significantly when responders can not find the reported incident.

“We seek the public’s understanding and patience about this,” it mentioned.

Regarding this explicit case, SCDF mentioned its 995 name centre acquired a name a couple of street visitors accident and the situation was reported by the caller to be alongside the Pan-Island Expressway (PIE) in direction of Changi earlier than Exit 8B.

The 995 name centre operator then repeated the reported location to the caller for verification.

The operator additionally requested for additional particulars resembling the character of the accidents and the variety of the lamp publish nearest the accident, to which the caller mentioned, “370F”.

The operator then tried to confirm the route on the PIE the place the accident was positioned, to which the caller replied that it was on his exit in direction of Changi however that he was going in direction of Central Expressway (CTE), and repeated the lamp publish quantity.

SCDF mentioned the operator then assured the caller that the ambulance was already on its manner and thanked him.

But the SCDF ambulance couldn’t discover the accident primarily based on the data offered by the caller, SCDF added, which prompted the paramedic within the ambulance to contact the caller concerning the exit and lamp publish quantity.

“This seemed to frustrate the caller who made snide remarks towards the paramedic. The paramedic then replied to the caller that she was uncomfortable with the tone of the caller, and subsequently disengaged from the call to focus the crew’s attention on locating the accident,” SCDF mentioned.

It later discovered that the accident was as an alternative alongside the CTE in direction of Seletar Expressway, earlier than the PIE exit, after receiving a report from one other caller on the identical incident.

The SCDF ambulance that was dispatched for this name arrived on the scene inside eight minutes and subsequently took a person to Tan Tock Seng Hospital.

SCDF mentioned: “There were no other accidents around the initial location reported by the caller, or the actual location, during that period of time.”

It added: “As for the follow-up call initiated by the paramedic, the audio recording from an in-vehicle camera within the SCDF ambulance found that the paramedic had remained calm and polite with the caller throughout, even at the point when she said that she was not comfortable with the caller’s tone and subsequently disengaged the call.”

SCDF additionally famous that members of the general public can name 995 utilizing SCDF’s myResponder cellular utility, which has geolocation know-how to mechanically decide a caller’s location.





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