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Mission in Kosovo delivered a training on communication with the public in emergency situations

Category
Mission Activity
Date(s)
-
Subject
Community policing
Subject
Community policing
Date(s)
-
Region
South-Eastern Europe
Keywords
community policing

Summary

From 15 September to 3 October the Mission in Kosovo provided a series of training to around 100 Kosovo Police dispatchers and Agency for Emergency Management operators responsible for emergency calls on 192 and 112 phone numbers. Designed by the Mission in Kosovo, the series of training courses delivered in six Kosovo regions at the police premises, provided a mixture of theoretical and practical based lessons, involving audio and video case studies, which through the comparative approach helped the participants to advance their knowledge, as well as to understand and recognize the communication shortfalls.

The course taught the participants how to receive and prioritize incoming telephone calls regarding the crimes in progress; how to show empathy and determine response requirements in accordance with established procedures; emergency intervention and co-operation with other institutions; incomplete calls and communication with children through the emergency lines with focus on calls related to domestic violence.

An important part of the training course was also related to the stress and how to identify symptoms with some practical examples related to the stress management. 

Information

Added on
29 Jun 2016
Origin
OSCE Mission in Kosovo
Region
Serbia, OSCE Mission in Kosovo
Keywords
community policing
Rights
OSCE