Gwangju Fire Department's Efforts to Improve Quality of 119 Emergency Call Reception Service

[Asia Economy Honam Reporting Headquarters Reporter Park Jin-hyung] The Gwangju Metropolitan Fire Safety Headquarters is conducting a '119 Service Quality Improvement Training' for 119 call reception workers over three days from the 22nd to the 24th.

The 119 Integrated Situation Room regularly conducts analysis and evaluation of 119 call recordings, including analysis of call content (questions, voice tone), to improve the quality of 119 call reception services and secure expertise in situation management.

This training is being conducted through ▲ analysis and evaluation of 119 call recordings ▲ review meetings of reported cases ▲ kindness training for reception workers.

Additionally, based on the analysis and evaluation results, external professional instructors have been invited to provide specialized training to cultivate the ability to handle unstructured situations, such as response methods for different reporting situations, telephone response skills, and handling complaints in special situations (verbal abuse, profanity, etc.). They are also educating on ways to relieve job stress caused by emotional labor during situations such as verbal abuse and sexual harassment.

Roh Jeom-nye, head of the 119 Integrated Situation Room, said, “Through this training, we will raise awareness of situation management centered on the reporter and do our best to ensure that reporters can obtain disaster information more quickly and accurately.”

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