The City of Cape Town’s Safety and Security Directorate officially opened the new premises of the Public Emergency Communication Centre (PECC) in Goodwood earlier today. The state-of-the-art facility features the latest technology courtesy of the Emergency Policing and Incident Command (EPIC) system.
The Public Emergency Communication Centre (PECC) is home to 68 highly trained emergency communicators working on a shift basis. They are able to communicate in English, Afrikaans and isiXhosa and more than 80% of calls are answered within 10 seconds.
Between 1 January and 25 March this year the PECC fielded 137 369 calls, with an average of about 45 789 per month. The majority of the callers seek medical assistance, followed by requests for assistance on matters pertaining to law enforcement.
The PECC first started operating as the centralised hub for emergency calls to City emergency services on 1 August 2000. Call takers are also able to reroute calls to external agencies like Metro Emergency Medical Services and the South African Police Service.
The state-of-the-art facility also features the latest technology courtesy of the Emergency Policing and Incident Command (EPIC) system.
Epic provides integrated call-taking and dispatching across all of the City’s emergency services.
Project EPIC is an integrated communication platform that is designed to ensure that all Safety and Security departments function optimally and that they are able to provide improved service delivery to Cape Town’s residents and visitors to our city. While the PECC has used a number of technological platforms over the years, EPIC is the first to provide integrated call-taking and dispatching across all of the City’s emergency services.
Mayoral Committee Member for Safety and Security; and Social Services, Alderman JP Smith, attended the opening of the centre which is also the home to call takers who deal with other City services like the Social Development and Early Childhood Development Department’s Street People information line and the substance abuse hotline.
‘The centre provides a one-stop shop for emergencies. Callers are often panicked and one number puts these callers in contact with trained staff who are able to deal with the situation and direct calls to the relevant service. Education and awareness is crucial as many people don’t know what to do in an emergency, so staff are also involved in ongoing education and awareness drives to promote the PECC number and public safety,’ said Alderman Smith.
All PECC staff receive constant training in an attempt to remain skilled in their job function; and through monthly assessments and mentoring sessions they are monitored and mentored to keep delivering a high standard of work.
A selection of staff also have police, fire and EMS backgrounds which enables them to put their skills in these fields to good use in the emergency communication environment.
Last year the City’s Organisational Development and Transformation Plan (ODTP) was adopted by Council to improve how the administration works and one of its key commitments is a safer city for all residents.
‘Ensuring quicker responses to emergencies and providing staff with the necessary skills to deal with these situations is part of our commitment to making communities safer,’ said Alderman Smith.
The PECC can be contacted for all life- or property-threatening emergencies by dialling 021 480 7700 from a cellphone or 107 from a landline.