The Public Emergency Communication Centre (PECC) opened its doors at the turn of the century. Staff log and dispatch life-saving assistance to an average of 200 000 incidents every year.
The Public Emergency Communication Centre started as the 107 Call Centre in August 2000 – the first service of its kind at municipal level.
Over time, the PECC has seen an increase in staff to meet the growing need as well as technological advancements and systems integration for quicker distribution and responses to incidents.
One example is the collaboration with the Provincial Emergency Medical Services (EMS) in 2022 to fast-track the registration and sharing of emergency medical incidents in the city, courtesy of a systems integration project.
Medical emergencies account for at least 40% of the approximately 200 000 incidents recorded by the PECC every year. Other major categories include crime, fires, bylaw transgressions and road safety-related matters.
The PECC has a team of nearly 70 Emergency Communicators who work in shifts.
They provide a 24/7 service in English, Afrikaans and isiXhosa.
Staff receive ongoing specialised training, including customer service, conflict resolution, first aid, emotional intelligence; trauma management, leadership skills, teambuilding, counselling, diversity management, mentorship and leadership modules and ongoing computer related training.
‘Our emergency communicators are the unseen first responders. Their ability to remain calm and extract information quickly when dealing with callers who find themselves in stressful situations can be the difference between life and death. They are the backbone of our service and the reason why it is the go-to for hundreds of thousands of callers each year.
‘I want to extend my sincere appreciation to everyone at our Public Emergency Communication Centre for the dedication and commitment to a safer Cape Town. I look forward to seeing continued innovation, service excellence and more milestones in the future,’ said Mayoral Committee Member for Safety and Security, Alderman Smith.
