From March 5 to March 18, employees of the Psychological Assistance Division of the Rescue Service of the Ministry of Internal Affairs organized and conducted a training session on "Improving the Quality of Call Handling" in both in-person and online.

The training was attended by 100 employees involved in call handling from the Crisis Management National Center and Regional Rescue Department of the Rescue Service, Operational Management Center and its subdivisions of the Police.

The goal of the training was to enhance operators' psychological preparedness and stress resilience, develop self-regulation skills and provide practical knowledge on managing emotional reactions during emergency calls and stabilizing their own psychological state. This, in turn, aimed to improve the overall efficiency of call handling.

As part of the training, psychological exercises were conducted to help participants develop professional flexibility, self-regulation skills and resource identification in stressful situations that arise during emergency calls.

Additionally, participants watched videos on international best practices in call handling within emergency response agencies. This was followed by discussions comparing these global approaches with existing achievements and challenges in the local system.

During the training, the "BOS Reactor" device was used, aimed at enhancing self-regulation skills and stabilizing psychological states.