The document discusses the role of non-emergency numbers in Sweden, specifically 11313, 11414, and 1177, which provide vital services and unburden the emergency number 112. These numbers offer healthcare advice, police non-emergency contact, and information about serious incidents, improving efficiency and accessibility during high-demand periods, such as the COVID-19 pandemic. Recommendations include clearly defining operational boundaries for each number and ensuring effective communication and contingency planning.

1. How non-emergency numbers can really help
emergency services - The example of 11313, 11414
and 1177 in Sweden

2. 2
Company, owned by state, regions and
municipalities together
First PSAP opened 1974
Operating the national general single
emergency number 112 since then
Dispatching FRS and EMS for most
municipalities/regions
Also handling other tasks, like hotline
for missing children 116 000
About SOS Alarm, Sweden

3. ➢ 1177 – Health Care Guide
➢ 113 13 – National Information Number
➢ 114 14 – Police non emergency
➢ … and one website; krisinformation.se
Three Non
Emergency Numbers*
* Not counting the EU common 116-series

4. 4
*Non Emergency Access Point ☺
Better to have a well-known number from the beginning
Unburden the emergency number
Easy to remember (short numbers)
One number for a specific sector and one appointed responsible entity to
keep the content together
Consistent, structured, uniform handling of cases; common database etc
Redundant; NEAPs* can help each other
Why non-emergency numbers?

5. 5
+46 920 020202
+46 498 050505
+46 054 030303
+46 8 040404
+46 31 010101
+46 11 060606 +46 480 161616
+46 21 070707
+46 63 212121
+46 36 171717
+46 26 181818
+46 35 191919
+46 13 202020
+46 16 111111
+46 19 131313
+46 40 080808
+46 60 090909
+46 90 101010
+46 470 151515
+46 18 121212
One number can replace several others
+46 23 141414
One national number:
- For Health Care Advice (2013):
1177
- For non-emergency to the
Police (2005):
114 14

6. 1177 – Healthcare
Guide 1177
Medical health care advice
and service

7. 7
Joint services provided by the 21 independent regions
From November 2013 all under one number; 1177
Manned by registered staff nurses
Also 1177 Web; www.1177.se
National network, the 1177 regional centers can cooperate
Other cooperation, like access to special services –
language/sign interpretation
3,9 million calls answered 2019
1177 - Healthcare Guide 1177

8. 114 14 – Non-
emergency number
to the Police

9. 9
114 14, the only (non-emergency) number to the Police, regardless of
service needed: Voice guided multiple choice and also switchboard if
you need to speak to certain person, file a police report, give info etc
Implementation in 2005 deemed necessary due to:
- fragmented service (many numbers to different police
regions and departments),
- hard to find right service/person,
- long waiting time in telephone queue
Automation; already in the automated voice message can get a
SMS-message with a link where to turn to in www.polisen.se,
depending on type of business
3,94 million calls answered 2019
114 14 - to reach the Swedish Police

10. 113 13 – National
number for
information about
serious accidents or
crisis

11. 11
113 13- national information number
Managed by SOS Alarm (operated by subsidiary company YouCall)
Before 2013 temporary numbers created; swine/bird flu, blue tongue disease
Purpose to unburden the emergency number 112
Close proximity to 112 and Public Warning
113 13 gives verified information, first hand from authorities, municipalities or
other official bodies - caller can also leave information
Feedback to authorities about what questions that are “hot”, new questions that
should be answered, trends, etc
Normally around 30- 40 calls/day, appx 2 000 a day during covid -19 (35 000 at
most)

12. Information website, summarising
information, for example around covid-19,
and linking to authorities websites – all
relevant info can be found in one place
Krisinformation.se

13. Common features
and challenges

14. 14
Borders of task
1177
113 13
114 14
14
1177
113 13
114 14
Terror attack with a lorry in
Stockholm 7th April 2017:
What´s happened, Where
should I go, where is it
safe…
Covid -19; questions
concerning general info, or
around symtoms

15. 15
Presentationstitel
114 14: Lower rate of calls, though actually some calls about covid-19
(because of long waiting times on 1177 and 113 13)
1177: Large increase of calls. March 2020 - started forwarding of calls to 113 13
through touchtone dialing: ”Press 9 if general questions about covid”
Enormous increase of calls to 113 13, almost 688 000 during 2020, compared to
10 028 the year before
113 13 unburdens 1177 so that they can focus on calls regarding symtoms
Joint co-operation forums created to coordinate communication – during
coronacrise for example a weekly meeting with 1177, 113 13 and competent
authorities
How has covid-19 affected?

16. 16
Survey: Do you know these numbers?
I know about 112
I know about 113 13
I know about 114 14
I know about 1177
Yes No
16
I know about 112
I know about 113 13
I know about 114 14
I know about 1177
Yes No
+12%
+6%
Period: Q3, 2019, pre-covid-19
Period: Q3, 2020

17. 17
Introduce non-emergency numbers when there is a clear purpose (not
too many though)
Clearly define borders of operation for each such number
Accept that there always will be a certain degree of unclear borders
Keep close contact to the entitys responsible for other non-emergency
numbers and set up forums to cooperate
Communication about NE-numbers - keeping them well known
Remember that a crisis is often unexpected and bigger than you could
ever expect – be prepared to upscale when increase of calls comes
(suddenly or over long term) – contingency planning
Recommendations

18. Presentationstitel 18
Björn Skoglund
Operations specialist 112 &
Crisis Management
SOS Alarm, Sweden
Bjorn.skoglund@sosalarm.se