On Standby: 24/7 Governance through the Bayambang Emergency Hotline

On Standby: 24/7 Governance through the Bayambang Emergency Hotline

 The staff of Bayambang’s Emergency Hotline (#4357) no doubt leads an interesting life. One might think watching live CCTV feeds everyday can feel like watching paint dry, but that is certainly far from reality. Out of curiosity, we’ve talked to a few key staff to get to know their work better, and we were rewarded with a wealth of startling discoveries.

 Tolentino Temporal, a shift supervisor inside the container van, says there are 16 lay rescuers and 13 drivers working in three shifts. Four ambulances are on standby.

 As expected, the most frequent calls, he reveals, are complaints about power interruption. On rainy days, many people call for updates on the weather. The most common emergency calls, however, are requests for ambulance, usually to transfer a patient from one hospital to another. Next are the frantic calls at night, requesting for help in cases of vehicular accidents.

 Reports of crime such as robbery and shooting incidents are rare, but they do happen, Temporal says.

 One such operator is Divino Martinez. He works during the night shift, with two of them per shift plus a reliever. The shifting schedule can be difficult for many, he says.

 The operators receive the calls at the CCTV Command Center located on the second floor of the Sangguniang Bayan Building and across the container van. They are also the ones who monitor the live CCTV feeds.

 Under the supervision of James Olegario, the LGU maintains a total of 92 wireless CCTV cameras scattered across the town.

 Do they ever get prank calls? Martinez says yes, from time to time they do get prank calls, like in the case of someone claiming to have a stab wound or getting raped but their claims turned out to be fake news.

Temporal explains that the operators on duty who are duped into a prank often don’t follow the protocol, which is to verify the call by asking the caller’s name, number, location, and brief description of the incident, and calling them back.”

 The most unusual call Martinez got so far is a call ordering McDonald burgers. “Sometimes may batang tatawag, tapos puro sigaw lang.”

 Another staff, ambulance driver Oliver Mabulay, recounts: “Isa sa pinaka-weird na nasaksihan ko ay nung may nabanggang tricycle na pagkalakas-lakas kaya tumilapon palabas yung pasahero, pero wala ni isang galos o gasgas.”

 Martinez has a long list of other memorable experiences. “Minsan may nagsuntukan, at maya-maya nagbabatuhan na sila ng case na puno ng Red Horse! Maraming instances na ang gulo ay nangyayari sa may videoke.”

 When it comes to request for playback, usually it’s the police who comes for help, he says.

 Then he volunteers: “Araw-araw, may budol-budol incident sa tapat ng CSI at CSFirst. Pero pag-ni-re-review namin, naka-alis na yung salarin, na hindi taga-rito.”

 Don’t they feel traumatized by the things they witness first-hand and onscreen? “Sanayan lang,” Martinez shrugs.

 But Mabulay says he knows of a number of colleagues giving up because they could no longer take it. “I know someone who quit after witnessing a bloody accident.”

 So why is he still at it? “Palakasan na lang ng loob,” he laughs.

 Temporal confirms that there are staff who couldn’t take it, and he had to startle them when they freeze on the job, telling them what steps to take best to save the victim from perishing. “Later on,” he says, “we just help each other with the debriefing process by recounting what happened.”

 On October 18, 2017, Rowena P. Fernandez of Brgy. Bacnono reported an incident of theft in front of the Bayambang Water District’s office, after a tricycle went missing, and after requesting a playback of CCTV footages, they were able to trace the perpetrator and put him behind bars. Are there a lot of callers like Fernandez who get back to them to give thanks? Martinez says yes, and it feels so good, “the thought na nakatulong ka.”

 Mabulay agrees. “Masarap sa feeling.”

 Oftentimes, Temporal adds, clients offer the ambulance driver some tip as a way of giving thanks, but the policy of Mayor Cezar T. Quiambao and their boss, the head of the Public Order and Safety Office, Mr. Vivencio J. Ramos, is to decline. “We just routinely say, ‘Idagdag niyo na lang yan sa bibilhing gamot o pangangailangan. Masaya po kaming nagbibigay ng aming serbisyo sa taong bayan.’”

 Mabulay says offers of tip are indeed tempting, “but we will surely hear a word from Mr. Ramos if we do accept.”“But we’d appreciate it if the beneficiary is considerate, like offering food or drinks if I am hungry and thirsty while waiting because some of the requests involve traveling to hospitals as far as Baguio or Manila.”

 Do they ever get bored on the job? Temporal answers with an emphatic “No, in fact, it’s thrilling. I was once asked to transfer to another work station, but I respectfully said, ‘This is where the excitement is’.”

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#4357: How did Bayambang Get to Have an Emergency Hotline?

 It was on October 7, 2016 that Bayambang's emergency hotline was born: #4357 for Smart/PLDT/Sun subscribers or (075)633-2977 for Globe subscribers.

 Then Consultant for the Municipal Action Center, Special Projects, Dr. Gerry de Vera recalled at the launching ceremony at the Municipal Covered Court, "I used to be the officer-in-charge of emergency situations. One time, a big flood engulfed Paragos, and it took one-and-a-half hours before the news and request for help reached the Municipio.”

 “I was with (RHU I’s) Dr. Paz Vallo then, and we couldn’t forget the incident because one casualty was a newborn,” he said.

 “This launching of the hotline, therefore, marks a great milestone in the town’s history because things are bound to change. There is a saying, ‘An ounce of prevention is better than a pound of cure.’ This is the answer to that,” he said.

“The hotline can be accessed 24/7, and it will be available to all, not just a chosen few.”

 A volunteer consultant was instrumental in the realization of this project in the person of Mike Maligat, Malabon City’s former Office of Civil Defense Deputized Disaster Coordinator and is now with CCTV-Digital Mapping Network and Communication, Public Safety.

Maligat next stepped up the stage to give an overview of how the hotline works. “You can now enter the number in your cell phone,” he said. “With the hotline, the people of Bayambang no longer need to run to the center of town just to ask for help. Just give your name, number, location, and brief description of the incident, and the call center agents on duty will call you back.”

Maligat then issued a warning to potential pranksters: “You will be apprehended and your contact number may be blocked.”

 The role of Councilor Amory Junio was also crucial, for he helped form the Public Order and Safety Office (POSO) staff who would render round-the-clock service in shifts.

 Mayor Cezar T. Quiambao, in his inspirational message, recalled how the original number he requested (911) was disapproved by authorities, so he thought of using HELP (Dial 4357) instead. “Di natin gusto yung emergency – bagyo, baha, atpb. – pero buti na yung laging handa,” he said. Addressing the multitude of barangay captains and kagawads in the audience, he stressed the barangay officials’ important role in relaying the urgent pleas for help.

 Mayor Quiambao then did the honors of making an inaugural call to demonstrate the flow of response.

Municipal Disaster Risk Reduction and Management Council (MDRRMC) head Genevieve Benebe then explained that the target is to resolve a case in less than three rings. “Lahat ng serbisyo ay libre, thanks to Mayor Quiambao,” she added. “In two to five minutes, we hope to attend to the victim.”

In closing, PNP Bayambang’s Chief, PSupt. Cirilo Acosta Jr., lauded the recent development. “This will be a big help for the police because things will be less centralized. Madalas kasi, kami na rin ang nagiging ambulance. Ngayon, nadelineate na ang work. In case of vehicular accidents, we can now focus on investigation. Mapapabilis na ang imbestigasyon at pati na rin ang pagsasaayos ng traffic,” he said.

(by Resty S. Odon/photos by Jayvee Baltazar)