Video Emergency Calls of Bystanders - a Simulation Study

Emergency center dispatchers often face the challenge that emergency calls typically provide only verbal information. However, many first responders use smartphones, which could enable the option for video calls during emergencies. Leveraging this technology could offer control center staff additional insights, potentially transforming the way they manage emergency situations. Despite this, the impact of video emergency calls on call duration and user experience remains largely unexplored.

In this project, 20 control center employees will undergo a one-hour training session on a video emergency call system. After the training, each dispatcher will handle four simulated emergency calls-two via audio and two via video. To facilitate this, 80 first responders will be recruited from public spaces, such as shopping centers. These responders will face simulated emergencies, including epileptic seizures, shortness of breath, forehead lacerations, or injuries to the upper extremities with minor bleeding. Professional medical actors will simulate the emergencies, and the responders will be tasked with making either an audio or video emergency call.