Basic training 112

Emergency centers
Others trainings

The professionalization of the profession of operator (EC112/100) and call taker (CIC101) is an important element of the project 112. A new training, developed by the Directorate 112 in cooperation with the Federal Public Service Public Health and the police, wants to provide the operators and call takers with a better basis for the practice of their work. Moreover, after this basic training follows an intensive teaching practice « on the job » under the wing of a more experienced colleague.

Goals of the basic training

The general goal is that callers have the feeling they are listened to, within an effective and competent organization. The more specific goals of the training are aimed at the needs of the work:

  • Instruction on the legal and organizational framework;
  • Deontology, sharing information and duty of professional confidentiality;
  • Theoretical and practical knowledge for the call taking regarding the individual and collective urgencies;
  • Knowledge of the technical an technological tools used in the emergency centres;
  • Knowledge of the techniques regarding communication and the management of the calls and the callers.

Modules of the training

These goals have been converted in a series of courses that are organized in different modules:

  • Module 1: Common basis (legal framework, communication, basic geography, …)
  • Module 2: Emergency discipline 
    • 112/100 (medical and fire regulation, pathology, advice for the caller, …)
    • 101 (nomenclature of the interventions, police organization, …)
  • Module 3: Technical
    • 112/100: ASTRID 112/100 or CityGIS
    • 101: ASTRID POL
  • Module 4: Local surroundings
    • 112/100: local geography, procedures, visits, teaching practices, …
    • 101: local geography, procedures, visits, teaching practices, …

The first training module contains the general subjects that are instructed collectively. The following modules are followed and organized depending on the field of activity of the candidate. This means that a calltaker recruited for a CIC 101will follow the common basis and the modules 2, 3 and 4 of the field of activity regarding the police. An operator recruited for a centre 112/100 will follow the common basis and the modules 2, 3 and 4 of the medical field of activity and the one regarding the fire departments. This signifies at this moment a total of 540h for an operator and 620h for a calltaker.

Each training session is assessed with the schools involved to adapt and improve the process.

Author: 
Directorate 112 in cooperation with the Federal Public Service Public Health and the police
Date publication: 
08/04/2014
Pages: 
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