More domestic violence survivors turning to the City’s emergency call centre
21 August 2024
Three years ago, the Public Emergency Communication Centre logged just over 2 000 incidents for domestic violence. Latest figures for the 12 months between July 2023 and June 2024 reflect a more than 100% increase.
The Public Emergency Communication Centre (PECC) is in its 24th year of existence.
Over the past 12 months (July to June), the centre recorded 214 437 incidents for assistance, ranging from medical incidents to noise complaints, criminal acts and motor vehicle accidents to interpersonal violence.
A number of the key categories showed a welcome decline, including prank calls, medical incidents and noise complaints.
Domestic violence incidents, cases of assault and motor vehicle accidents increased, however.
A breakdown of key statistical categories for the past four financial years is available here: https://bit.ly/4cma7r6
In the 2020/21 period, the PECC recorded 2 025 domestic violence incidents. In 2023/24, it increased to 4 378.
'It is anyone's guess whether these statistics represent a massive increase in the rate of domestic violence, or if more persons affected by it are speaking up, and reaching out. Either way, it is clear that domestic violence and interpersonal violence in general, remains one of the biggest challenges we're faced with. Our emergency call takers do their level-best to assess a situation, by trying to get as much information from the caller as possible.
'I do want to remind the public that, while the questions during an emergency call may seem trivial in a time of crisis or desperation, these are critical in understanding the threat level, the condition of a patient or determining the exact location where help should be sent. Given the growth in domestic violence calls to our emergency centre, I will propose engagements with NGOs and the enforcement services, to determine what more, if anything, call takers can do, as that first line of contact, to help ensure positive outcomes for the person on the other end of the line,' said Mayoral Committee Member for Safety and Security, Alderman JP Smith.
ABOUT THE PUBLIC EMERGENCY COMMUNICATION CENTRE
- It was established in August 2000, and remains the only municipal emergency call centre in the country
- The service is available 24/7, seven days a week
- The centre has a staff complement of 70 call-takers who work in shifts
- The centre accommodates all three official languages spoken in the Western Cape
- Apart from dispatching City enforcement and emergency services, the centre is also able to distribute incidents to EMS and SAPS
- Call takers are trained to know how to appropriately direct calls for help, using the Emergency Policing Incident Command (EPIC) system
- They are also trained in basic first-aid and fire safety management
THINGS TO KNOW WHEN CALLING FOR HELP
By asking a few relevant pre-determined questions, the operator will be able to establish which emergency service provider is required.
Take note of the steps below to ensure that when making a call, you provide the most detailed and effective information:
- Once you have dialled the number and are through to the operator, give them your contact number first so they can call you back if you lose connection.
- Always give your full name.
- Describe your location as accurately as you can. Remember, the operator might not necessarily know your neighbourhood like you do.
- Give details of your emergency.
- Let the operator guide the conversation — they have been trained to ask the most pertinent questions.
- Your call will be transferred, together with all the information you provided, to the relevant police, fire or ambulance service.
- The service provider will then determine what type of response is needed, and dispatch the relevant resources (personnel, vehicles and equipment).
The public is reminded to save the PECC number on their cellphones – 021 480 7700. If you are calling from a landline, the number is 107.
End
Published by:
City of Cape Town, Media Office
