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Key challenges and threats for operators of the 112 emergency number during the COVID-19 pandemic on the example of the Mazowieckie Voivodeship

Nepelski Mariusz, Gwadera Izabela, Łożyńska Martyna, Stankiewicz Karolina, Fronczak Natalia, Żyszkiewicz Łukasz

Zeszyty Naukowe SGSP / Szkoła Główna Służby Pożarniczej

2024

Nr 90 (tom 2)

57--66

The article attempts to analyze emergency calls to the 112 number and demonstrate the challenges and threats faced by the 112 operators in the Mazowieckie Voivodeship during the COVID-19 pandemic, a disease caused by the SARS-CoV-2 coronavirus. The research focuses on changes in the type of calls, an increase in the number of calls and other difficulties that operators have had to face. The analysis is based on data from the period of 2017 to 2022, particularly highlighting the new challenges caused by the pandemic, such as handling requests connected with COVID-19. The authors draw attention to the important role of operators in public health protection and their exposure to stress in difficult working conditions. The study aims to understand the burden on the emergency notification system in the context of the pandemic and to highlight the role of operators in this process.