Finnish Emergency Response Centre operations attracting international interest

Each year, the unique Finnish model for producing ERC services attracts international guests to visit Finland in order to monitor daily operations at emergency response centres. Visitors want to emulate the model, which is cost efficient and makes it possible to dispatch help quickly.

The Emergency Response Centre Agency hosts hundreds of visitors from all over the world each year. The guests are introduced to national emergency response centre operations, the organisation of the ERC operations room, cooperation between authorities and the role of the Command Centre in updating the situational picture. We have visitors from every corner of the world – including Europe, the United States, Asia, Australia and African countries.

In early April, the Kerava emergency response centre had visitors from nearly 20 different countries at the same time, including Switzerland, Malaysia, the United States, the United Kingdom, Albania, Germany and Singapore.

“Our guests are generally surprised by how seamless ERC operations in Finland are and how one ERC operator can handle emergency reports to different authorities independently,” says Director General of the Emergency Response Centre Agency Taito Vainio.

One number

In Finland, all emergencies are reported by calling a single telephone number, 112. The emergency call is picked up by an ERC operator who makes a risk assessment of the situation based on instructions from the authorities. Depending on the situation, the ERC operator can quickly dispatch the police, prehospital emergency care or rescue or social services to the scene.

The operating model where one ERC operator handles the emergency call independently regardless of the type of help needed is unique from an international standpoint. In many countries, the police, prehospital emergency care and rescue services all have their own emergency numbers. The various services may also have dedicated emergency response centres for processing their respective emergency calls. In some countries, private companies are in charge of emergency response centre operations and relaying emergency calls.

“Our national, networked model is globally unique. The six emergency response centres in Finland can pick up emergency calls regardless of where the call is coming from,” Vainio says.

The networked operating model makes it possible for emergency calls to be picked up quickly. Last year, emergency calls were picked up in seven seconds, on average. The networked operating model is unparalleled in peak times and during disruptions and exceptional situations as well. The Emergency Response Centre Agency regularly practises preparedness and readiness in various situations.

Seamless cooperation

Organising emergency response centre activities under one operator requires seamless cooperation, shared operating models and active interaction between authorities. The processing of emergency calls, risk assessment and resource allocation directly impact the operation of the authorities and the safety of the public. Shared systems, such as the joint authorities’ telecommunications network and the ERC information system, are used to facilitate daily cooperation.

“Cooperation between authorities helps us meet the expectations of the public and improve the chain of help as a whole,” Vainio states.

The centralised processing of emergency calls is cost-efficient to society. In 2024, emergency response centre operations cost 12.6 euros per resident. 

Major international conference

The international EENA 2025 Conference & Exhibition was held at Messukeskus in Helsinki on 9–11 April. Hosted by the European Emergency Number Association EENA, the conference brought together public safety authorities, providers of 112 services as well as representatives of the public safety and technology sectors from all over the world. The themes of the conference included next generation technology, various ERC solutions from all over the world and crisis management strategies.

Before the three-day conference, providers of 112 services in different countries were introduced to ERC operations in Finland at the Kerava emergency response centre. The emergency response centre was visited by ERC operation professionals from a total of 17 countries. After the visit, the same thought seemed to be written on each of the participants’ faces: we want to employ this model, too.