When you call 112, the phone number appears at the emergency operators screen along with the estimated location. The emergency operator asks what the nature of the request is, receives location, and more information depending on the case.
Neyðarlínan has a quality system with hundreds of processes, from asking about the location of the incident, to help instructions for giving birth in a car. These processes are built into the computer systems and support the emergency operator step by step in finding out the necessary priority of response. When enough information is available, the system alerts appropriate responders.
All requests are sorted into priority categories.
- Priority 1 is a life-threatening situation with the highest priority. For example, on dispatch of the whole fire department, mass accident or single person accident with severe injuries.
- Priority 2 has the next highest priority. Ambulance and/or other rescue is sent in priority driving, but the situation is not life-threatening.
- Priority 3 is an incident that requires immediate assistance without any priority. For example, a local action where not many people are required.
- Priority 4 is a request that is on hold with other projects with the project manager at the station. That might be something has some time limit, for example, a transferral of a patient between institutions because of research or operation.