The professionalization of the profession of operator (EC112/100) and call taker (CIC101) is an important element of the project 112. A new training, developed by the Directorate 112 in cooperation with the Federal Public Service Public Health and the police, wants to provide the operators and call takers with a better basis for the practice of their work. Moreover, after this basic training follows an intensive teaching practice « on the job » under the wing of a more experienced colleague.

Objectives of the basic training

The general objective is for callers to feel that they are being listened to, within an efficient and competent organization. The more specific objectives of the training are focused on job needs, namely:

•    The legal and organisational framework;
•    Ethics, information sharing and professional secrecy;
•    Theoretical and practical knowledge for taking calls concerning individual and collective emergencies;
•    Knowledge of the technical and technological tools used in emergency centers;
•    Knowledge of communication techniques and management of calls and callers.

Modules of the training

These objectives have been translated into a series of courses organized in several parts. The theoretical modules are constantly tested in practical exercises. 

• Part 1 Medical training:
  o    Legal framework and professional secrecy
  o    Communication code - questioning
  o    Anatomy, physiology, and pathology
  o    Protocols of the Belgian Manual for Medical Regulation
  o    Advice to the caller 
  o    Federal medical procedures
  o    Federal procedures and guidelines
  o    …
   
• Part 2 Training related to firefighters – emergency rescue zones:
  o    Legal framework
  o    Communication code - questioning
  o    Protocols of the Belgian Manual for Fire Regulation
  o    Advice to the caller
  o    Federal procedures and guidelines
  o    …
   
• Part 3 Technical training:
  o    Working on the C&D CityGIS – NACA – ORCA system: calls, addresses and Points Of Interest, map reading, information 
        processing, intervention means alert...
  o    Radiocommunication & fleet mapping 
   
• Part 4 Emergency planning:
  o    Federal procedures and guidelines
  o    Provincial procedures and service communications
  o    Paragon & Be-Alert
  o    …
   

Each part of the training includes 'on the job' internships under the supervision of experienced colleagues.
The basic training for operators lasts about 5 months in total. Each training session is evaluated.

The first training module contains the general subjects that are instructed collectively. The following modules are followed and organized depending on the field of activity of the candidate. This means that a calltaker recruited for a CIC 101will follow the common basis and the modules 2, 3 and 4 of the field of activity regarding the police. An operator recruited for a centre 112/100 will follow the common basis and the modules 2, 3 and 4 of the medical field of activity and the one regarding the fire departments. This signifies at this moment a total of 540h for an operator and 620h for a calltaker.

Each training session is assessed with the schools involved to adapt and improve the process.