For more than 20 years Anna Melnikova has been receiving calls from citizens in the duty station of the Ministry of Internal Affairs of Russia in Moscow, a year and a half ago she came to System 112 and has grown to a leading specialist in receiving and processing emergency calls and an instructor in training novice operators. When Anna came to System 112, she studied the algorithm for handling calls related to housing and communal issues, sending emergency medical services to the emergency site and other types of calls that were new to her. Unlike the Ministry of Internal Affairs, the specialists of System 112 of Moscow work with calls of different categories and transmit information to various emergency operational and emergency services of the city. “When a person calls 102, he already understands that he needs the police. The Service 102 employs certified employees who can be dispatched from the call receiving hall at any time to work on the territory of the city. If a resident of Moscow calls on a single number "112", the situation may relate to the competence of any service. The operator of System 112 must determine the type of incident, find out the exact address and notify the services, the departure of which is required for a prompt response,”said Anna. Based on the specifics of the work, in the 112 Service, when training employees, more attention is paid to studying the activities of the emergency operational and emergency services of the city, territorial division, transport and facility infrastructure. But in Service 102, operators learn history, legal foundations, and also undergo combat and fire training. During her work in System 112, Anna Melnikova received a large number of calls from Muscovites, including some funny ones. “Once a man called us and said that he could not leave the house, as there was a live horse on the landing in front of the door. We, of course, were surprised and did not immediately believe it, but we worked out the call according to all the rules and sent the police officers to the indicated address. On the spot, it turned out that a volunteer girl from a neighboring apartment took the animal into the entrance to the second floor so that it would not freeze on the street, but went to her own room,”Melnikova says.
