Lack of engagement in public service awareness education programs, coupled with reduced funding to implement a diversion system such as 311 systems or 10-digit phone numbers, contribute to 911 misuse. Many local governments have invested in alternative systems, but research regarding community members' use of 911 or alternatives relative to civic engagement is lacking. Guided by Gordon's conceptualization of civic engagement, this phenomenological study bridged the gap in knowledge by exploring community members' civic involvement and their use of 911 between 2012 and 2015 in a county in the state of Georgia. A snowball sampling strategy was used to select 5 community members who had used 911 to call for service. Data were collected through semistructured interviews. These data were inductively coded and then subjected to thematic analysis. Findings indicated that participants were not aware of the problems associated with 911 misuse, and they had limited knowledge of 911 call system practices and procedures from an operational standpoint. Participants believed that more awareness and education is necessary to educate and make community members aware of problems associated to 911 misuse and to inform community members of the nonemergency number. Positive social change may be achieved through local governments implementing public awareness campaigns about appropriate 911 use. These efforts may result in improvements to public safety through better response to critical emergency events.

The operators working the emergency line 112 receive, evaluate and handle information about the type of incidence while performing their job. They also receive situations where they handle emergency calls dealing with suicides. Talking to a person with suicidal intent is an extremely stressful and mentally challenging situation. Operators are well aware when handling a suicide call a human life hangs in the balance. They are the ones which can discourage the intention of suicide or lose the caller. Due to the seriousness of the matter it is really essential that the operators are professionally prepared to handle such calls and successfully deal with this challenging situation. The thesis deals with the handling of suicide calls on the single European emergency line 112 in the South Bohemia and Plzen regions. I established two goals for the diploma thesis. The first objective is to compare the professional preparation of the emergency line 112 operators for handling suicide calls in the South Bohemia and Plzen regions. The second is to create a proposal for increasing the training preparedness of the emergency line 112 operators for dealing with suicide calls. The thesis is divided into a theoretical and practical part. The theoretic part covers the basic concepts of the topic of suicide. In general the reader becomes familiar with the basic concepts, such as forms, motives, causes, developmental stages, methods or risk factors for suicidal tendencies, past and present social attitudes and other facts are described. Further the issue of crisis intervention is clarified from the point of view of the emergency call 112 centers and their operators. The theoretical part of the thesis relies on the knowledge based on the analysis, synthesis and research from available sources dealing with this issue. Printed books, magazines, journals, laws, statutory regulations and methodology of the Czech Republic Fire and Rescue Service, Fighting rule of Fire protection units, Catalog File of Type Activities and electronic sources were used as references. To achieve the purpose and obtain answers to the research question, the qualitative methodology of research was used in the thesis. In both regions, on the basis of a questionnaire survey, readiness of the emergency number 112 operators to handle calls from individuals contemplating suicide was evaluated and the research question answered. Response to the research question proved that professional preparedness of the operators of emergency number 112 for handling calls related to suicide requires the operators possess additional professional knowledge and skills. Based on the data from the questionnaire survey and a study of the professional literature, design methodology is developed to enhance professional preparation service emergency number 112 suicide calls. The results from the questionnaire survey indicated that not all the operators demonstrated the same knowledge level and skills and that regularly all of them do not go through the same training on the theme of suicide. Therefore in design methodology, training divided by each category is incorporated. For each category, a schedule, structure and content of the training is elaborated and a suitable trainer is recommended. In the discussion and conclusion of this thesis there are further useful recommendations listed which relate to the research topic, however they are not part of the above mentioned methodology.

Title: Unified standart of operational informational system management and upgrading technology for receiving emergency calls. Objective: Operation description and modernizastion of information systems and the Emergency Call Centre and usability compared to other lines in the CR and a single line in the European Union Method: Data search and collection about the operation and modernization of information systems from available sources and compared with previous technologies Results: Presentation of research results and comparison with previous data at a national level and compare the current situation in the Czech Republic and the EU Key words: Emergency Call Centre, Integrated Rescue System, information systems, the single European emergency number 112

Vården ska ges på den nivå som bäst är anpassad efter patientens individuella tillstånd. Patient väljer ibland att vända sig till akutsjukvården då vårdbehovet egentligen inte är akut utan bättre kan behandlas inom primärvården. Tidigare forskning påvisar att patienter föredrar att söka sig till akutsjukvården framför primärvården då den är mer lättillgänglig samt att den uppfattas som bättre. Att det är flera personer som är inblandade i beslutet att kontakta larmcentralen samt att det är ett svårt beslut framkommer också i tidigare studier. Syftet med föreliggande studie är att beskriva patientens beslut att ringa larmcentral i stället för att ta kontakt med primärvården. Deltagarna i studien hade alla tackat ja och var inkluderade i projektet Vård på Rätt Vårdnivå och vi kom på så sätt i kontakt med dem. Studien har genomförts som en kvalitativ intervjustudie och är baserad på åtta informanter. Resultatet påvisar att beslutet att ringa larmcentralen i stället för att kontakta primärvårdens vårdcentral kan förstås som att 112 samtalet ersätter vårdcentralen som har begränsningar eller saknar akutmottagningens resurser. Att ringa larmcentralen kan också vara ett uttryck för ohälsa eller att ha förlorat kontrollen. Ofta är det någon annan än patienten som tar beslutet att ringa 112. Vårdcentralen väljs bort bland annat på grund av sämre tillgänglighet och begränsat vårdutbud i förhållande till akutmottagningen. Flera jourmottagningar i primärvårdens regi, ett ökat samarbete mellan akutsjukvården och primärvården samt regelbundna hälsokontroller som skall ges tätare med stigande ålder är förslag till kliniska implikationer. [Summary in English:] Care should be given at the best level suitable to the individual patient condition. Sometimes the patients choose to contact Emergency care when the actual need is not that urgent and can be better treated within the Primary care. Earlier research shows that patients prefer to get in contact to Emergency care prior to Primary care as it is easier to access and that it is perceived as a better option. Earlier studies also show that it’s difficult decision and more persons are often involved to decide to contact Emergency care. The purpose of this study is to describe the patient's decision to call the Emergency care instead of the Primary care. Persons participating in the study have all accepted and were already included in the project "care at the right level", and that was how we got in touch with them. The study was performed as a qualitative interview and based on eight informants. The result shows that the decision to call the Emergency care instead of the Primary care can be recognized as the 112 call replace Primary Care that is limited or do not the same resources as Emergency care. To call the Emergency care can also be an expression of suffering or that the patient lost control. Often it is someone else than the patient who makes the decision to call 112. The Primary care that is chosen away means limited availability and limited care in relation to Emergency care. More emergency receptions handled by the Primary care, greater corporation between emergency care and primary care and regular health checks more frequent as age increase is some proposals to clinical implications. / Program: Specialistsjuksköterskeutbildning med inriktning mot distriktssköterska