Communication´s specifics with the clients using the emergency calls.

The emploees of Emergency personnel Integrated Rescue System are the first to whom the client of emergency telephone notification turns with confidence and expectation that the initial information and advice will be given to him how to behave in the crisis situation that directly or indirectly relates to his person, when this became a victim or witness. Therefore, there are placed the workers with the certain given level of education on these lines with the specialization for specific emergency services who dealt with notifications from citizens in continuous operation. They will evaluate the obtained information and pass to the bodies of the Integrated Rescue System for further action. The theoretical part defines basic terms related to the Integrated Rescue System to crisis and telephone communication, specific calls to emergency services and there are marginally mentioned the risks that may affect emergency personnel. The practical part examines how workers are assigned to various helplines of Integrated Rescue System equipped with communication capabilities and skills that can handle crisis communication during telephone conversations with citizens whether their communication skills improved during practice and where they see gaps. Evaluation of information has been a manual for emergency workers