A dozen agents operating 24 hours a day at the Alicante Civil Guard Command’s Complex Operations Center (COC) are a nerve center where more than 300 phone calls are answered daily about events in the province, and about 150 services out of 112 are answered.
phone earrings 24 hours a day and multiple screens surrounding them in a small but well-used operations room of the Alicante Civil Guard Command. This is how agents assigned to the Civil Guard’s Complex Operations Center (COC) are found. Here, all emergency calls or inquiries made by citizens to the emergency services from 062 or 112 are answered and they are in constant communication with the service patrols. It may seem like a “call center” where commercial offers are made every hour, or “Big Brother” due to the large number of screens they manage, but it’s none of it. COC representatives only offer safety and assistance to citizens and an agile and effective response that can often save lives depending on the emergent emergency.
They are the ears and eyes of citizens who communicate daily with the Civil Guard and patrols deployed throughout the province and directed from the COC to any point needed in the state.
Under current leadership Lieutenant Angel Brufal, Alicante Command Complex Operations Center agents joined last year 120,864 calls from citizens to 062 of the Civil Guard and another 54,872 emergencies received over 112.
The data is undoubtedly high throughput To which COC agents respond professionally. integrated in this center Service Operations Center (COS), the civil guard responds to all calls related to citizen safety issues; HE Traffic Group Operations Center (COTA)whose members are responsible for everything related to accident and road safety on provincial roads; And Integrated External Surveillance Service (SIVE), a radar and camera system installed at various points of the Alicante coast to control the maritime border and combat drug trafficking and assist boats arriving on the Costa Blanca.
Inter-agent support
While each Security Guard is assigned to each of the services mentioned above, the cooperation is mutual and support is provided if needed to deal with emergencies. According to Lieutenant Brufal, the afternoon is when the search volume increases significantly and remains high until the afternoon. “We get all kinds of calls for help, requests for information, robberies, gender-based violence, alarms or health emergencies, among others,” the COC officer explains.
Commander from this operations center services entrusted to patrols are also coordinated. For this, one of the giant screens contains the map of the province where the indicators on duty and where they are while on duty. geolocated. In an emergency, this information, processed by the COC, sends the necessary resources, enabling a coordinated and faster response. On a normal day, without special operations, you can see approximately 60 Citizen Security patrols on the COS screen and about twenty Traffic At the COTA agents.
At the same time that calls are answered and data about all kinds of events are received, all this information is sent from the COC to higher commands and instances and service agents. Patrols by description Lieutenant Angel Brufal, they have an emergency button and if activated “all communications are interrupted to deal with that emergency with particular attention.” in addition to the calls 062, Another of the COC positions is responsible for mailed service letters. 112 of the Generalitat’s Emergencies.
Likewise, there is a channel where requests for help from citizens or complaints about crimes can be received through the AlertCops application, which allows direct communication with the State Security Forces and the Corps on mobile phones.
Three of the COC’s giant screens are used for SIVE. Two of them are used to see what the cameras are capturing, and the other is what you can see right now. traces of about 600 ships -more than a thousand permits sailing along the coast of Alicante in the summer. The program has the authority to mark suspicious ships and agencies have to follow their routes and mobilize sea and land vehicles in case of a possible accident. drugs or boat landing This needs to be helped.
COC also includes: Traffic Operation Centerwhere they coordinate the response to any road safety incident and provide support to patrols, as well as mobilizing care and health services. “In the event of an accident, our job is to regulate traffic so it doesn’t become more important,” says a COTA sergeant.
The calmness of the agents against the events taking place in the provinces, tense moments in serious situations such as accidents, fires, flood emergencies or as recently several civilian guards were shot He stated that they will search in the anti-drug operation in the Alicante region of El Moralet.