Pen and Paper Used as Backup After Triple 0 Emergency System Failure
During a system crash, Victorian triple zero call-takers were forced to resort to pen and paper to dispatch emergency services for nearly two hours.
The computer aided dispatch system of Triple Zero Victoria experienced an unplanned outage around 5:30 p.m. on Nov. 20, disrupting the automatic dispatch of police, fire, and ambulance crews.
Backup measures were implemented until the automatic system was operational again by 7:15 p.m.
A spokeswoman for Triple Zero Victoria stated, “Our staff are well-trained in the backup procedures for Victoria’s CAD, consistent with other Australian jurisdictions.”
Premier Jacinta Allan mentioned that investigations were underway to determine the cause and potential impact of the outage.
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Further information will be provided once available, according to Allan.
During the system failure, ambulance union boss Danny Hill noted that call-takers resorted to manual dispatch using pen and paper, becoming more adept due to the frequency of such crashes.
Hill described the challenges faced by the staff in a high-speed chess game within the constraints of Melbourne’s size to dispatch crews promptly.
Opposition emergency services spokesman Richard Riordan criticized the Labor government for jeopardizing lives and failing to improve the dispatch system for emergency services.
Formerly known as the Emergency Services Telecommunication Authority, Triple Zero Victoria faced scrutiny during the pandemic for delayed call answering times resulting in fatalities.
Kate Houghton of the Department of Justice and Community Safety informed a Victorian budget estimates hearing that a vendor would be selected to upgrade the system by the end of 2024.
