Modeling Distributed Situational Awareness to Improve Handling Emergency Calls in Operation Centres

In todays control centres such as traffic control centres, police control centres or in emergency control centres more and more messages arrive. The control centre personnel has to understand the messages and initiate measures to handle the situation fast e.g. by delegating steps to field workers. To handle the situation efficiently, correctly and avoid errors a good distributed situational awareness is needed. The underlying paper provides a model about distributed situational awareness for handling emergency calls (DSA-HEC Model). This model serves as a basis for the development of a supportive human-machine interaction, which is optimally adapted to the tasks of the control center personnel.