LISTEN: Expert troubled by 107 call between emergency operator and van Breda

The training of call operators at the City of Cape Town's 107 Public Emergency Communication Centre (PECC) has been called in to question.

This follows the circulation of Henri van Breda's emergency call, which was earlier scrutinised in court.

An emergency call centre operator says she initially thought the call made by Henri van Breda, the morning following his family's axe murder, was a prank.

LISTEN: Henri van Breda's call to emergency services: 'My family and I were attacked'

Janine Philander responded the call made by the triple murder accused on 27 January 2015 and many on social media have questioned her level of professionalism during the exchange.

Call centre professional Darryn Havenga explains that emergency call centres require specialised expertise, different to standard information centres.

He says that Philander should have extracted some key information before proceeding with van Breda's call.

Havenga says the PECC is meant to have an integrated technology system that automatically identifies and generates a caller's location and phone number.

He explains that this level of efficiency could allow operators to focus on assessing the emergency and the response services required at the scene.

The professionalism required in the emergency centre is so much different to any other call centre.

Darryn Havenga, senior call centre professional

The lack of compassion is definitely a problem.

Darryn Havenga, senior call centre professional

Take a listen to extracts from the call and analysis from Havenga and other listeners:


Recommended

by NEWSROOM AI
Read More
Global workshop offers ideas on how to build a water resilient Cape Town

Global workshop offers ideas on how to build a water resilient Cape Town

100 Resilient Cities is a project which helps cities worldwide become more resilient to social, economic and climate challenges.

Dignity SA suspects murder case was prompted by those against assisted dying

Dignity SA suspects murder case was prompted by those against assisted dying

The founder of right-to-die organisation, Dignity SA, was arrested for allegedly assisting a friend to take their life in 2013.

No fingerprints found on axe or wall, testifies Sergeant at van Beda crime scene

No fingerprints found on axe or wall, testifies Sergeant at van Beda crime scene

A number of unidentified fingerprints were found in the van Breda house and Henri's were found on the knife used to injure him.

Van Breda 'emotionally triggered' by emergency call scrutinised in court

Van Breda 'emotionally triggered' by emergency call scrutinised in court

Emergency call centre agent Janine Philander testified that Henri van Breda sounded hesitant and giggled when he phoned for help.

Van Breda family had emergency numbers on fridge, says Marli's ex-boyfriend

Van Breda family had emergency numbers on fridge, says Marli's ex-boyfriend

Henri van Breda claims he didn't know any emergency numbers but Marli's ex testified that they were up on the family's fridge.

[LISTEN] Van Breda's call to emergency services: 'My family and I were attacked'

[LISTEN] Van Breda's call to emergency services: 'My family and I were attacked'

The chilling call Henri van Breda made to emergency services on the night his mother, father and big brother were hacked to death.

Popular articles
[LISTEN] New Visa regulations could change the face of South African tourism

[LISTEN] New Visa regulations could change the face of South African tourism

Lecturer at TUT's Dept of Tourism, Unathi Henama says that the tourism sector is at the center of the economic policies in SA.

'My hubby is 75 and we still do it' - stories about sex on the other side of 50

'My hubby is 75 and we still do it' - stories about sex on the other side of 50

Is biology putting the brakes on your sexuality? Callers share their experiences of sex and growing older.

'Some weed plants with high levels of chemicals have been linked to psychosis'

'Some weed plants with high levels of chemicals have been linked to psychosis'

Naked Scientist, Chris Smith shares his insights on some of the risks associated with smoking marijuana.

DStv Premium on a downward spiral, warns tech guru

DStv Premium on a downward spiral, warns tech guru

DStv has lost about 140 000 Premium subscribers to Netflix over the past two years, tech expert Arthur Goldstuck.

17-year-old learner killed teacher for not allowing him to jump the food queue

17-year-old learner killed teacher for not allowing him to jump the food queue

Spokesperson for Education department says the fact that this learner is still in Grade 10 at 17 may indicate there is a problem.

How Tracey Chambers is helping unemployed moms become entrepreneurs

How Tracey Chambers is helping unemployed moms become entrepreneurs

The Clothing Bank gives women access to discounted merchandise and 500 hours of training in money management and business skills.

3 emergency numbers you should have on speed dial and how they work

3 emergency numbers you should have on speed dial and how they work

These are the emergency numbers you should have on your cellphone and this is what you must understand about how they work.