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Building and Sustaining an
Integrated National 1-1-2 Capability
George M. Karagiannis, PhD, CEM®
Ministry for Climate Change and Civil Protection, Greece
Deputy Secretary General for Civil Protection
EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM®
112 Emergency Communications Service
112 Emergency
Communications Service
Unified, multiagency public
safety answering capability
Nation-wide integrated
public alert and warning
system
2
EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM®
NOCCMC
National Operations Coordination & Crisis Management Center
3
EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM®
112 is the common emergency number!
4
(EENA, 2021)
EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM®
Emergency call highlights
• Maritime incidents
➢ Mechanical failures or out of fuel
➢ Boat adrift
➢ Medical incidents onboard
• Emergencies in remote locations
➢ Remote beaches
➢ Canyons and mountains
• Terrorist activities
➢ Bomb threats
• Disasters and emergencies
➢ Earthquakes
➢ Floods
➢ Wildfires
• Cross-border incidents
• False calls
• Calls in multiple languages
5
EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM®
Connection with Fire Service CAD
6
EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM®
Maximizing reach
7
EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM®
An ongoing endeavor
New system
deployment
January 2020
ELS/AML
deployment
July 2020
eCall update
December
2020
Expanding
language
capabilities
September
2021
Roaming AML
deployment
Projected
December
2021
8
EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM®
Incidents and incoming communications
9
EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM®
Integrated Public Alert & Warning System
10
Local and
Regional
Governments
NOCCMC
Cell Broadcast
SMS/email
Reverse 112
Common Alerting
Protocol
Social Media
Alert dissemination
channels
Citizens
National Operations Coordination
& Crisis Management Center
EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM®
Public alert and warning
11
Location
Hazard/
Threat
Time Resources
EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM®
Deployment and testing
12
EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM®
Athens, Greece on August 15, 2020
• Fire at a plastics factory in urban area.
• Shelter-in-place alert sent to areas around the
factory.
13
EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM®
Ianos Medicane: September 17-19, 2020
• Frequency and intensity increasing.
• First Pre-Disaster Emergency
Declaration.
• Five alerts sent to areas in the
medicane’s projected path.
14
EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM®
2021 Wildland Fire Season
• The use of GR-IPAWS changed the evacuation
paradigm in the country.
• Rapid and effective dissemination of
instructions and other essential information.
• Complement to existing evacuation order
communication options
• Predominantly door-to-door
• August 2021:
• 98 alerts
• 85 evacuation warnings
• 185 residential areas targeted
• ~71k permanent residents (2011 Census)
15
(The New York Times, 2021)
EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM®
GR-IPAWS statistics
• Evacuation
• Shelter-in-place
• Stay-at-home orders
• Communicate protective
action guidance
• Extreme wildfire danger
warning
• Wildfire near residential
areas warning
16
EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM®
Integrated PSAP & GR-IPAWS
• Co-located infrastructure → scale economies
• GR-IPAWS communicated as “1-1-2”
• 1-1-2 Call Center provides a readily available point of contact
for people obtaining confirmation of warnings
✓Critically important for evacuation warnings
✓Surge capabilities for addressing call volume spikes generated by
warnings
17
EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM®
It’s been a team effort all along!
18
EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM®
Lessons learned
• Sustainable partnerships with
telecommunications sector
• Use multiple technologies
• Educate the public on capabilities
• Plan for surge call handling capabilities
• Anticipate alert snowball effect
• Multi-language alert messages
• Add URL with instructions in alert
messages
19
Identify
Document
Analyze
Store
Retrieve
EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM®
Thank you for your attention!
20
George (Georgios Marios) Karagiannis, PhD, CEM®
Deputy Secretary-General for Civil Protection
Ministry for Climate Change and Civil Protection
E: gmkaragiannis@civilprotection.gr
Building and Sustaining an
Integrated National 1-1-2 Capability
George M. Karagiannis, PhD, CEM®
Ministry for Climate Change and Civil Protection, Greece
Deputy Secretary General for Civil Protection

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EENA 2021: Emergency communications handling around the World (1/3)

  • 1. Building and Sustaining an Integrated National 1-1-2 Capability George M. Karagiannis, PhD, CEM® Ministry for Climate Change and Civil Protection, Greece Deputy Secretary General for Civil Protection
  • 2. EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM® 112 Emergency Communications Service 112 Emergency Communications Service Unified, multiagency public safety answering capability Nation-wide integrated public alert and warning system 2
  • 3. EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM® NOCCMC National Operations Coordination & Crisis Management Center 3
  • 4. EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM® 112 is the common emergency number! 4 (EENA, 2021)
  • 5. EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM® Emergency call highlights • Maritime incidents ➢ Mechanical failures or out of fuel ➢ Boat adrift ➢ Medical incidents onboard • Emergencies in remote locations ➢ Remote beaches ➢ Canyons and mountains • Terrorist activities ➢ Bomb threats • Disasters and emergencies ➢ Earthquakes ➢ Floods ➢ Wildfires • Cross-border incidents • False calls • Calls in multiple languages 5
  • 6. EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM® Connection with Fire Service CAD 6
  • 7. EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM® Maximizing reach 7
  • 8. EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM® An ongoing endeavor New system deployment January 2020 ELS/AML deployment July 2020 eCall update December 2020 Expanding language capabilities September 2021 Roaming AML deployment Projected December 2021 8
  • 9. EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM® Incidents and incoming communications 9
  • 10. EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM® Integrated Public Alert & Warning System 10 Local and Regional Governments NOCCMC Cell Broadcast SMS/email Reverse 112 Common Alerting Protocol Social Media Alert dissemination channels Citizens National Operations Coordination & Crisis Management Center
  • 11. EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM® Public alert and warning 11 Location Hazard/ Threat Time Resources
  • 12. EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM® Deployment and testing 12
  • 13. EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM® Athens, Greece on August 15, 2020 • Fire at a plastics factory in urban area. • Shelter-in-place alert sent to areas around the factory. 13
  • 14. EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM® Ianos Medicane: September 17-19, 2020 • Frequency and intensity increasing. • First Pre-Disaster Emergency Declaration. • Five alerts sent to areas in the medicane’s projected path. 14
  • 15. EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM® 2021 Wildland Fire Season • The use of GR-IPAWS changed the evacuation paradigm in the country. • Rapid and effective dissemination of instructions and other essential information. • Complement to existing evacuation order communication options • Predominantly door-to-door • August 2021: • 98 alerts • 85 evacuation warnings • 185 residential areas targeted • ~71k permanent residents (2011 Census) 15 (The New York Times, 2021)
  • 16. EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM® GR-IPAWS statistics • Evacuation • Shelter-in-place • Stay-at-home orders • Communicate protective action guidance • Extreme wildfire danger warning • Wildfire near residential areas warning 16
  • 17. EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM® Integrated PSAP & GR-IPAWS • Co-located infrastructure → scale economies • GR-IPAWS communicated as “1-1-2” • 1-1-2 Call Center provides a readily available point of contact for people obtaining confirmation of warnings ✓Critically important for evacuation warnings ✓Surge capabilities for addressing call volume spikes generated by warnings 17
  • 18. EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM® It’s been a team effort all along! 18
  • 19. EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM® Lessons learned • Sustainable partnerships with telecommunications sector • Use multiple technologies • Educate the public on capabilities • Plan for surge call handling capabilities • Anticipate alert snowball effect • Multi-language alert messages • Add URL with instructions in alert messages 19 Identify Document Analyze Store Retrieve
  • 20. EENA Conference & Exhibition 2021 | October 6-8, 2021 | Riga, Latvia | George M. Karagiannis , PhD, CEM® Thank you for your attention! 20 George (Georgios Marios) Karagiannis, PhD, CEM® Deputy Secretary-General for Civil Protection Ministry for Climate Change and Civil Protection E: gmkaragiannis@civilprotection.gr
  • 21. Building and Sustaining an Integrated National 1-1-2 Capability George M. Karagiannis, PhD, CEM® Ministry for Climate Change and Civil Protection, Greece Deputy Secretary General for Civil Protection