1. board skills demand a speed of 35 words per
minute with 90% accuracy.
During buddy training,the trainees’ calls are
evaluated to ensure that they give good-quality
service to callers and conforming to standard op-
erating procedure – obtaining and capturing ac-
curate and relevant information and handing it
over to the relevant service providers.They are
also expected to deal with each call in a profes-
sional manner and investigate complaints and
provide feedback to the complainant.
Refresher training is provided to all staff,
especially before the festive season.
The public education and awareness team
works hard on extensive programmes, sup-
ported by a range of promotional materials,
which are presented at schools, libraries, shop-
ping malls and community events to raise
awareness about the 107 service and also to
curtail abuse of the number.
“The correct training of our staff is essential,
but creating awareness about the correct use of
the 107 service is equally important,” says serv-
ice quality head Estelle-Maré le Keur.
The nuts and bolts, and much more
Without the technical department’s efforts to
remain at the forefront of innovation, the call-
takers would not be able to assist the public as
effectively as they do.
Included in its technology toolbox, PECC
technical staff have fibre-to-desktop-configured
workstations using a Matrox RGU solution, mir-
rored servers, integrated CAD and mapping
software for call-taking,Avaya dual-cab VoIP
PBX with multiple entry points, dual UPS with a
backup generator managed via an Upsilon STS,
voice and screen recording, as well as an as-
sessment suite for quality assurance.The envi-
ronment is configured for high availability and
thus, there is no single point of failure – no part
of the system that, if it fails, would crash the
whole system.
With the planned implementation of Pro-
gramme EPIC (Emergency & Policing Incident
Command), the PECC will be in an even better
position to serve the citizenry through this inte-
grated technology platform.
Says Head: Technical Support Jeremiah
Phillips: “Although we pride ourselves on
maintaining zero downtime through the effec-
tive use of technology, we see our emergency
operators as key to our processes. Our technical
team offers 24/7 support, and through research
and development we are continually evolving
and adapting our technical strategy.”
A new phase of development
John Ellis,Head: PECC,says that the call centre is
once again entering a new phase in this dy-
namic industry with the implementation of new
systems that will hopefully streamline its opera-
tions and ensure even better service.“As in the
past,there will likely be additional challenges in
the future,but hopefully we will all grow and de-
velop to be stronger over time,” says John.
“I wish to sincerely thank all centre staff for
their contribution to the successes we have
achieved during our 15 years of existence, and
especially those responsible for ensuring that
calls for assistance are channelled to the correct
emergency responders.You are the heart and
soul of our operation!
“At times when a caller’s verbal abuse gets
you down, your energy and dedication to rise
above and face the unknown situation of the
next call is truly appreciated.”
When you call 107 …
To report an incident or seek assistance,
dial 107 from a landline (this is a free
call) or 021 480 7700 from a cellphone.
In an emergency,timing is critical.
These tips will make those seconds count:
• Give the operator your telephone
number right away, so he or she can
call you back if you’re cut off.
• Give the operator your full names.
• Give your location and presume that
the people trying to reach it do not
know the neighbourhood. Include as
much detail as possible, such as land-
marks and a description of the scene.
• Describe the nature of the emergency
as broadly as possible.Tell the opera-
tor if anyone else is in immediate
danger, relay details of victims and
describe their injuries. If a crime has
occurred, try to give a thorough de-
scription of suspects if you can.
• Stay on the line for as long as the
operator asks you to.
• Follow all directions and let the call
operator guide the conversation.Ask
for clarity if you don’t understand.
W
hat began in 1983 as seven
24-hour emergency call-
taking workstations and five
training stations has evolved
into a slick and effective
dedicated call centre, staffed by 68 highly
trained emergency communicators.
This year, the Public Emergency Communi-
cation Centre (PECC) celebrates 15 years of
service to the people of Cape Town via the 107
emergency number.
Established as a stand-alone facility in Au-
gust 2000 under the management of John
Ellis, the PECC – and the 107 number – enables
residents to call for help when life or property
are in danger. Calls are quickly dispatched to
the most relevant emergency service provider,
including the Fire & Rescue Service, Disaster
Risk Management, Metro Police, Law Enforce-
ment,Traffic Services and, externally, the South
African Police Service (SAPS) and the Western
Cape Emergency Medical Services (EMS).
As a close-knit family, the departments and
sections within the PECC are dependent on
one another to function effectively and provide
a proficient service.These family members are
the operations, administrative, service quality
and technical departments.
Taking that call
Emergency communicators work in shifts to
provide a 24/7 service in English,Afrikaans and
Xhosa, with 80% calls answered within 20 sec-
onds. Some callers are in a state of panic, but
the trained staff are adept at calming them
down while obtaining information about the
incident, before contacting the relevant service
providers to respond to the emergency.
“Apart from emergency calls, the centre also
receives many prank calls that slow down oper-
ations and stress the emergency call-takers,”
says Jaco Groenewald, Head: Operations.
A prank call causes a 10-second delay,
which could mean life or death for someone
else who has to wait in the queue to speak to
an operator. In the first three months of this
year, 29 808 prank calls were received, which
account for over 20% of calls in that period.
“We appeal to parents to please discourage
their children from this behaviour and educate
them on the purpose of the number,” says Jaco.
Keeping the back room organised
PECC’s administrative section is there to ensure
that all the departments are equipped with
what they need to function effectively – from
human resources, to preventing delays in day-
to-day operations, to seeing to logistical needs
and providing resources for the PECC’s public
education and awareness programmes.
“We always try our best to ensure that PECC
staff are happy and ready to serve the public.
When we have hiccups, we try to sort out the
problem as quickly as possible,” says adminis-
trative officer Alvin Coetzee.
Practice makes perfect
The service quality department is responsible
for quality assessment, training and develop-
ment and public education and awareness.All
emergency communicators receive comprehen-
sive training when they join the PECC, which
covers standard operating procedures, systems
training and practical buddy training – a system
in which two people, the ‘buddies’, operate to-
gether as a single unit so that they are able to
monitor and help each other.
Theory is assessed by a written test and key-
CONTACT 65 ▏ 3 ▏ JUNE/JULY 2015
▏ A C A R I N G C I T Y ▏
3,8%
4,8%
5,2%
9,6%
7,3%
Wrong
number
11,1%
Prank call
21,1%
Medical
32%
Disaster management – <0,1%
Entered in error – 0,3%
Employee wellness – 0,4%
Social development – 0,5%
Utilities – 1,5%
Other – 2,4%
Fire
Call back
Additional caller
Info call
Metro Police/Law enforcement
Total calls: 136 955. Average per day: 1 521.
1 January to 31 March 2015
“I’ve been working
here since August
2010, and it has
become my second
home. I work with
incredible people.
My work gives me
a sense of being at
war, where
everyone stands
together, united as
a team and has
one another’s
backs.Although
some calls can lead
to frustration, I am
trained to remain
professional and
always calm the
caller down by
following the
standard operating
procedure.”
– PECC operator
Russel Fish.
”
Top training for interns
For the past 10 years, the PECC has part-
nered with Cape Peninsula University of
Technology to offer in-service training for
Office Management and Technology
(OMT) and Public Relations (PR) students.
This six-month programme gives OMT
interns the opportunity to experience the
workings of the operations centre.
“Working at the PECC has been inter-
esting, but also challenging,” says OMT
intern Zanele Skepe. “It helped me to
fully understand the concept of an ‘emer-
gency’ and made me realise what some
residents go through daily.”
The PR interns complete a 12-month
internship during which they assist the
public education and awareness team at
exhibitions and presentations.
PR intern Riyaad Herman says: “My
experience at the PECC has opened my
eyes and changed my perception of the
things I take for granted.As I’ve helped
educate the public about the 107 emer-
gency number, I’ve seen the living condi-
tions in some of our communities and
realised how fortunate I am.”
H LPat hand when seconds count
In an emergency, Capetonians can call the 107 number and be assured that the appropriate help will be
dispatched. The City’s Public Emergency Communication Centre (PECC), which turns 15 this year, is the
first port of call for many who seek assistance, especially Cape Town’s most vulnerable residents.
Smooth operators: The 68 call-takers at the Public Emergency Communication Centre are highly trained to deal with any type of
life or property-threatening emergency, and are fully supported by a strong infrastructure. In front is emergency communicator
Russel Fish. Middle: Denver Volkwyn (technician) and Estelle-Maré le Keur (Service Quality Head). Back, from left: Alvin Coetzee
(admin officer), Riyaad Herman (Public Relations intern), Rodney Klein (senior technician) and Jeremiah Phillips (Technical
Support Head).
CALLS TO THE PECC PER CATEGORY