“Hello 995, what’s your emergency?”
For callers who may be experiencing the most traumatic day in their lives, the calm and reassuring voices of SCDF’s Operations Centre Specialists on the other end of the line bring them hope in their hour of need.
The SCDF Operations Centre manages all fire and emergency medical calls round the clock. PHOTO: SCDF
More than just call-takers
In 2023, the SCDF received approximately 700 emergency medical calls
per day, which is about 29 calls per hour on average. As the first point of
contact for every fire and emergency medical call, the Operations Centre
Specialists serve as the vital link between callers and SCDF’s emergency
responders.
SGT1 Ahmad Jumain Bin Hussain is a seasoned Operations Centre Specialist. PHOTO: SCDF
“After confirming the location and nature of the emergency with the caller, we will dispatch the nearest and most appropriate SCDF resources to the incident,” said SGT1 Ahmad Jumain Bin Hussain. “However, our job does not end here. We must monitor the development of the incident and the status of all deployed SCDF resources until the incident has been resolved,” he added.
“We support our frontline colleagues by sharing useful operational information,”
said SGT1 Ahmad Jumain. “If the callers have information on the spread of fire or
the possible location of casualties, we will convey it to the frontline
commanders. This helps them to stay on top of any developments in the
incident,” he explained.
The monitoring and sensemaking of emergencies require concentration and a clear mind. PHOTO: SCDF
While Operations Centre Specialists do not face the same physical demands as frontline firefighters and Emergency Medical Services (EMS) crews, they have to cope with untold pressure that few can imagine.
Sensemaking under
pressure
In some cases, callers are unsure of the address or unable to clearly describe
their location. This is common for incidents on expressways or in nature
reserves. “This is where we come in to prompt the callers to identify useful
landmarks and narrow down their location. If that does not work, we will use
geocode systems to triangulate their location,” said SGT1 Ahmad Jumain.
Besides confirming
the specific location, SCDF’s Operations Centre Specialists also have to obtain
information on the patient’s current condition and medical history.
SSG Ahmad Zaki Bin Abdullah has been with the SCDF Operations Centre for 10 years. PHOTO: SCDF
In his years at the SCDF Operations Centre, SSG Ahmad Zaki Bin Abdullah has been chided on various occasions, when he prompted callers for more details of the patient’s medical history. “We strive to do our best and respond to every call in a composed and professional manner. We understand that the callers are anxious to have an ambulance on-site quickly. However, these questions are necessary, as they equip our frontliners with the right information before they reach the patient,” he said.
Geraldine Goh Shu Yi is a Senior Staff Nurse from the Singapore General Hospital, but the SCDF Operations Centre has been her second home for the past 10 years. She was among the first batch of nurses who were seconded to the SCDF Operations Centre to enhance existing medical protocols and provide valuable clinical insights for emergency calls.
Geraldine Goh Shu Yi manning the line at her workstation. PHOTO: SCDF
Adding on to SSG Zaki’s point, Geraldine chimed in and said, “The emergency resources will be dispatched while we are asking follow-up questions. Under the Advanced Medical Protocol System, the additional information from our questions will let responders understand the patient’s condition and medical history while en-route. This allows them to provide the best response once they arrive at the scene.”
The launch of the Emergency Video System in 2023 has also been a gamechanger for SCDF’s Operations Centre Specialists. “It enables us to initiate a video call with callers, giving us eyes on the ground to determine the nature and severity of incidents which may not be easy to describe verbally. We strive to give our responders every possible advantage, so that they can save lives and make a difference,” Geraldine shared.
Maintaining composure at all times
When asked about the challenges they face at work, the Operations Centre Specialists unanimously agreed that managing the emotional aspect is the most challenging.
A civilian call-taker, Nur Azyyati Binte Ahmad Rashidi has been with the SCDF Operations Centre for five years. PHOTO: SCDF
Nur Azyyati Binte Ahmad Rashidi had worked in the healthcare sector for 10 years before she joined the SCDF Operations Centre as a civilian call-taker. Fuelled by her passion to help others, she learnt quickly and familiarised herself with SCDF’s operations. Even today, she can still vividly remember handling her first emergency call.
“It was about 8:15 a.m. when I picked up a call from a girl whose mother had suffered a cardiac arrest. I verbally guided the girl to perform dispatcher-assisted CPR. I could feel the anguish in her voice, as she refused to give up and counted aloud the CPR compressions. As a mother myself, there were a lot of emotions to process but I maintained my composure and stayed with the girl over the phone, until the EMS crew arrived,” Azyyati recalled.
Azyyati and CPT Mohamad Noh Bin Zaini, a Rota Commander in the Operations Centre, managing an incident. PHOTO: SCDF
Beyond hope and relief, it’s empowerment
Despite the challenges and pressure, our Operations Centre Specialists remain immensely proud of the work that they do.
MAJ Dinesh S/O K Verlachamy (right), Deputy Commander of the SCDF Operations Centre, engaging his officers. He believes that the bonds and camaraderie among the Operations Centre Specialists are crucial in helping them to overcome the challenges at work and remain passionate. PHOTO: SCDF
“Over my years of service with the SCDF, I have witnessed the evolution of the Operations Centre. With the adoption of new technology and streamlining of procedures, we are in a better position to enhance the response of our frontliners and meet the public’s expectations. It gives me great satisfaction to help the public daily, even if we never meet face-to-face,” said SGT1 Ahmad Jumain.
For Geraldine, the loss of her father from a fatal cardiac arrest inspired her to join the SCDF Operations Centre, when she first heard of the secondment opportunity. “In the past, passers-by may not have the know-how or guidance to render further assistance. I wished that someone could have helped my father back then. Now, we can empower family members or the public to save lives, by providing them with instructions and medical advice over the phone. This is especially meaningful for us,” she shared.
Azyyati added, “This job may not be easy, but it sure is fulfilling. When we pick up a call, we are always listening intently to the callers and patients, while being mindful of our tone of voice. At times, we may sound assertive and firm because we need important information to quickly dispatch the required resources but ultimately, we are here to help.”
While the SCDF Operations Centre Specialists are almost never seen by the public, they have played crucial roles in SCDF’s lifesaving mission and empowered the public to help those in distress. We can only silently admire their resilience and dedication to this call of duty.
