每天接听电话近万次的武汉110报警台 接警员中女性占到85%
Female police dispatchers at the Emergency Service Center in Wuhan account for 85% of the workforce
武汉110接警员（通讯员应后威摄） Police Dispatcher in Wuhan by Ying Houwei
110报警服务台民警辅警合影（通讯员应后威摄） A group photo of police and auxiliary police of 110 alarm service desks by Ying Houwei
武汉110报警服务台 An Alarm Call Center in Wuhan
楚天都市报极目新闻记者 吴昌华 通讯员 杨槐柳 王威 陈善文
Jimu News reporter: Wu Changhua
Correspondents: Yang Huailiu, Wang Wei, Chen Shanwen
翻译：徐思 张洲亚 吴术驰 （湖北大学）
Translators: Xu Si, Zhang Zhouya, Wu Shuchi (Hubei University)
“你好，110！请讲！”
“Hello, 110, where is your emergency?”
一年365天，一天24小时，每天接听电话近万次，武汉市公安局110报警服务台，从未歇息；平均每名接警员每天通话500分钟以上，接处警群众满意度达99.3%……这就是武汉110报警台对这座城市的贡献。
24 hours a day, all year round, the police dispatchers at the Emergency Service Center in Wuhan police station make their contributions to the city by answering thousands of calls a day, totaling more than 500 minutes. Their work has been recognized by the public.
数十个座席，接听大事小事，关乎武汉这座千万级人口特大城市的每一个人。接到的警情，常常“鸡毛蒜皮”，常常生命攸关。
Every emergency reported in this megacity, no matter trivial or significant, is handled by dozens of operators sitting in the room.
挑起这副重担的队伍，女性占到85%。
Among those who take on the crucial task, 85% are women.
武汉市公安局110报警服务台自1988年组建以来，先后荣获“全国精神文明创建示范点”“全国110接处警工作先进集体”“全国维护妇女儿童权益先进单位”等荣誉称号，近日，她们被全国妇联授予2022年度全国三八红旗集体荣誉称号。3月6日，极目新闻记者慕名前往，采访了她们平常而不平凡的故事。
Since its founding in 1988, the Emergency Service Center has won multiple honors. The team has been awarded honorary titles such as "National Demonstration Site for the Creation of Spiritual Civilization", “National Advanced Collective for the Police Work of Receiving and Handling Problems”, and "National Advanced Unit for Safeguarding the Rights and Interests of Women and Children". Recently, it was designated as a National March 8 Red Flag Group by the All-China Women's Federation (ACWF). Here is their story.
救人
她们是那么敏锐
Their quick response saved lives
谈起处置紧急警情，报警台值班班长童海琴记忆犹新的是，一名小学生打来求救电话。
Tong Haiqin is the shift boss of the service center. The most impressive emergency in her memory is a primary student's call for help.
“药厂？什么药厂？被谁关起来了？”2021年国庆期间，下午5时许，报警台接到一名男孩打来报警电话。孩子说话带有口音，话筒里声音颤抖而且微弱，接警员周玉佳感觉情况紧急，立即通知值班班长童海琴。
“A pharmaceutical factory? Which one? Who locked you?” One day during the National Day holiday, at around 5: 00 pm, a call from a boy alerted Zhou Yujia, a dispatcher on duty, of this emergency. The boy spoke with an accent, whose voice was weak and trembling. Realizing it was a dire situation, Zhou reported it to Tong Haiqin the Head dispatcher.
“接到比较急、难的警情，接警员会通知我。”童海琴说，她立即接过电话，听到孩子的声音，连忙询问他使用的是手机还是电话手表，“如果是儿童电话手表，只有通讯录上的号码才能呼入。”童海琴回忆：“孩子说自己偷偷拿了妈妈的手机，我放心了些，告诉他不要玩手机，以免手机没电。听他说还有一个伴，我让他俩不要分开。”
“Whenever we receive an emergency or a difficult case, I am notified by the other dispatchers.” said Tong. At that time, she immediately took the phone and asked the little boy whether he was using a phone or a phone watch. “If it is a phone watch for children, only those in your contact lists can be dialed. The boy said that he had taken his mom's phone and that was a relief. I told him not to play with the phone in case it ran low and powered off. He also said there was another child beside him so I asked them to stay together.” Tong recalled the moment.
两人究竟在哪里？报警的男孩声音颤抖，重复说着“救救我”“药厂”“很冷”“冷库”“有鸭子”，童海琴脑筋飞快地转：很冷，冷库，鸭子，难道不是药厂而是鸭场？她问：“是药厂还是鸭场？生病吃药的药，还是地上跑的鸭子？”
Where on earth were they? In his quavering voice, Tong recognized some words he had repeated several times: “help me”, “very cold”, “a cold store”, “there are ducks”. After processing what she had just heard, she reasoned: was it possible that they were locked in a duckery instead of a pharmaceutical factory (the two have similar pronunciations in Chinese)? To confirm exactly where they were, she asked: “Are you talking about medicine that we drink or ducks that run around?”
“地上跑的鸭子。”男孩说。
“Ducks that run around,” the boy answered.
童海琴立即打开地图搜索，结合孩子的黄陂口音，问：“是在黄陂？六指街？你们被关在冷库里？”
She had now noticed that the boy had a Huangpi accent. Using a digital map to search for possible locations in Huangpi District, she made a guess: “Are you in Huangpi? In Liuzhi Street? Are you locked in a cold store?”
男孩说：“是的。是的。”
The boy affirmed it.
童海琴立即通知黄陂区公安分局，民警火速赶去，救出两名10来岁的孩子。
Tong informed the police station in Huangpi District who then immediately sent officers there who rescued the two teens.
原来，他俩来到一家养鸭场玩，因为好奇钻进了一座冷库，冷库大门短暂开启后很快就关闭了，两个孩子被锁在零下15摄氏度的冷库里，他俩穿着单衣单裤，冻得缩成一团，瑟瑟发抖。
It turned out that the two were playing in a duckery with a cold store nearby. Out of curiosity, the two entered, but before they could come out, the door closed. Trapped in room with a temperature of minus fifteen degrees Celsius and with only thin clothes on, they quivered and huddled together for warmth.
110报警服务台民警常晓晴告诉记者，报警台接到的警情各种各样，报警人千差万别，接警员要有能够记住数以千计大街小巷名称的“好脑筋”，要有能够从方言或断续的话语中听出关键线索的“好耳朵”，要有能从成千上万条信息中筛查出重要特征的“好眼力”。对此，110报警台建立了挑错、讲评、考试、考核机制，杜绝麻痹大意。
Chang Xiaoqing, a police officer from the 110 Emergency Service Center, told the reporter that the alarm calls they received and the callers were various so dispatchers needed to have a "good memory" to remember the names of thousands of streets and lanes, “keen ears” to listen for key clues from the dialects or intermittent discourses, and "discerning eyes" to screen out the important features from thousands of messages. Hereto, the service center has set up a mechanism for identification, comment, examination and evaluation, so as to prevent any negligence on their part.
今年1月11日凌晨0时02分，一名女子打来电话：“我点的外卖到了没有？”
At 0:02 a.m. on Jan. 11 this year, a woman called: “Has the takeout I ordered arrived?”
这是打错了吗？不对！接警员余杨听到报警女子低声啜泣，问道：“这里是110，您需要报警吗？”
Hearing her sobbing, a dispatcher named Yu Yang thought it couldn't be a wrong call, and then she asked: “This is 110. Do you need to call the police?”
“是的。”对方小声说。
“Yes.” whispered the woman.
“是不方便说话吗？外卖送到哪里？我催一下外卖员！”余杨引导该女子说清具体地址，“请您保持电话畅通，稍后外卖员将和您联系。”
“Is it inconvenient for you to talk? Where should the takeaway be delivered? I'll rush the delivery man!” Yu Yang guided the woman to tell her the specific address, “Please keep the phone available, and the delivery man will contact you later.”
余杨随即调度附近警力，注明报警人一直在哭，叮嘱出警民警仔细收集证据，认真走访调查。
Yu Yang then dispatched the nearby police force, noting that the woman had been crying. She exhorted them to carefully collect evidence and investigate thoroughly.
很快，民警赶到现场，及时解救这名遭遇家暴的妇女。
The police arrived at the scene soon after and rescued the woman, a victim domestic violence.
寻人
她们是那么细致
Being meticulous when searching for missing people
今年2月13日早晨，武汉110接到江汉区陈女士报警求助，她焦急地说，自己把4岁的孩子送上幼儿园校车，刚刚幼儿园老师来电询问孩子在哪，突然意识到自己慌慌张张出门，看到一辆校车来了就把孩子送上车，恐怕送错了车，现在孩子下落不明。
On the morning of February 13th this year, Wuhan 110 received a call for help from Mrs. Chen in Jianghan District. She said anxiously that she had just received a phone call from her 4-year-old's teacher asking where her child was. She recalled that earlier that day she had left the house in such a panic that when she saw a school bus coming, she boarded her child without much thought. She now feared that it was the wrong bus, and her child was missing.
接警员立即调度江汉区公安分局商务区警务站，民警迅速赶去见到陈女士，查看城市视频，追踪那辆校车，带着陈女士赶到另一所幼儿园，果然找到孩子，陈女士喜极而泣。
Upon receiving the call, the dispatchers immediately dispatched the police station in business district of Public Security Sub-bureau in Jianghan District. Rushing to see Mrs. Chen, the police checked the city's surveillance videos, tracked the school bus, and brought Mrs. Chen to another kindergarten where they found her child. Mrs. Chen was overjoyed and cried tears of relief.
“我们以为他回不了家了，感谢110民警热心救助！”2022年10月18日凌晨，当家属在轨道分局老关村派出所接到走失的张爹爹时，专门给武汉市公安局110报警服务台打电话致谢。
“We thought he wouldn't be able to return home, and we really appreciate your help!” In the early morning of October 18th, 2022, when the family found Mr. Zhang, a missing elderly man, at Laoguan Village Police Station of the Railway Sub-bureau, they made a special call to the 110 Emergency Service Center to express their gratitude.
前一天晚上8时42分许，110报警服务台接江岸居民朱奶奶报警称，当晚7时许，老伴张爹爹在中山大道北京路路口走失。视频显示，老人独自上江汉桥去了汉阳，之后不见踪影。
The previous night at 8:42 pm, the 110 Emergency Service Center received a call from Mrs. Zhu, an elderly woman, who said that her husband had gone missing at the intersection of Zhongshan Avenue, Beijing Road at 7 pm that night. The video surveillance showed that the old man went alone on the Jianghan Bridge to go to Hanyang, and then disappeared.
110报警服务台值班民警通过迷失人员信息库比对发现，有一条“在地铁6号线建港站发现一位迷路的爹爹”的信息，特征与张爹爹有点像。值班民警查看地图，发现江汉桥汉阳下桥处也正好是6号线地铁站，当即与轨道公安分局老关村派出所联系，确认正是走失的张爹爹。
Operators from the 110 Emergency Service Center used a lost-person database to compare Zhang's features to the information they had on file. They found a possible match with a message that someone had found a lost elderly man at the Jiangang subway station on Line 6. They checked the map and realized that the Jiangang subway station was located right at the end of the Jianghan Bridge in Hankou, where Zhang was last seen. The operators then contacted the Laoguan Village police station in the substation of subway, to confirm that it was Mr. Zhang.
武汉市公安局110报警服务台有关负责人介绍，2006年起，武汉公安建立迷失人员信息库，出台了工作规范。110报警服务台接到失踪人员报警后，详细询问当事人衣着、体貌特征、常住地址等，录入迷失人员信息库，进行查找比对，同时调度民警出警；全市警务站、派出所民警发现迷失人员将及时救助，并录入信息，两个信息库在后台分析比对，发现线索。
According to the person in charge of the 110 Emergency Service Center of Wuhan Public Security Bureau, they have established the lost-person database and formulated the related work specifications since 2006. After receiving an emergency call, the service center will carefully inquire for details of the lost one, in terms of the dress, physical features, permanent address and so on and record this information into the missing persons database. Meanwhile, the center starts to check the monitor, compare surveillance footage and dispatch the police. Officers from police workstations and police stations in Wuhan also rescue the missing and record the information into another database. Through comparing the two databases, clues can be found.
据统计，武汉110每年为上万名迷失人员找到家人。
Statistics show that Wuhan 110 helps thousands of lost people find their families per year.
坚守
她们是那么坚强
They always stick to their posts with tenacious persistence.
走进武汉市公安局110接警厅，电话铃声此起彼伏，抬眼望去，数十个接警席位整齐排列，接警员们头戴耳麦，目不转睛地盯着电脑，一边询问一边记录。接警席前方是一排指挥调度席，几名民警正在处理警情信息。
Entering the 110 Receiving Department of Wuhan Public Security Bureau, one can hear the endless ringing of emergency calls coming in one after another. Orderly arranged in the room are tens of desks on which the dispatchers, wearing headsets, stare at computers responding to emergency calls, inquiring and recording the related information. At the very front, there is a row of command and dispatch desks. Some officers are dealing with information on emergency cases.
“你好，110！”报警人听到温柔而亲切的声音时，可能不知道，电话那头的接警员正被“一机四屏”电脑系统包围，电子地图、警情定位、辅助决策等现代警务系统，她们不能有丝毫分心走神，因为，准确捕捉来电中的信息，可能避免巨大损失，也可能挽救一条生命。
“Hello, this is 110!” While hearing the soft and kind voice, the caller may not know that the dispatcher on the other end is surrounded by four computer screens, a kind of modern police system including an electronic map, alarm location, auxiliary decision, etc. Dispatchers cannot afford to be distracted at all. Gathering accurate information from the call could avoid a great loss and even save a life.
武汉110报警服务台有民警25名，辅警110名，其中女性占85%。一年365天24小时全天候倒班，平均每天接入报警电话近1万个，每名接警员每天通话500分钟以上。她们错过了节假日、双休日，错过了团圆饭、亲友聚会，但从来不会错过任何一个报警电话。
The 110 Alarm Service Center of Wuhan Public Security Bureau has 25 police officers and 110 auxiliary police officers, among which women occupy 85%. During the whole year, they accept the 24-hour change shifts. Responding to nearly 10,000 alarm calls on average per day, every dispatcher talks for more than 500 minutes. They miss holidays, festivals, weekends, family reunion dinners and parties, but never miss any emergency call.
接警员朱蕾家中父亲瘫痪在床，20多年来，她接警百万起，始终保持“零差错、零投诉”；接警员张陆荣要照顾残疾丈夫和上学女儿，365天无论白班夜班，风雨无阻，始终全勤……为了保证110报警能打得通，能接得进来，她们选择了坚守和奉献。高强度的工作，长达8小时的通话，她们下班时，常常嗓子说不出话。
For example, the dispatcher Zhu Lei, whose father is paralyzed in bed, has dealt with millions of emergency calls for more than 20 years and has maintained the record of “zero mistake, zero complaint”. The dispatcher Zhang Lurong, who needs to take care of her husband and son, is always present at work, whether day shift or night shift. Similar examples are numerous. These female dispatchers choose to stick to their posts and devote themselves, aiming to ensure that the 110 call is available all the time. After work, they are usually unable to speak because of the intensive work and eight-hour talking.
数据显示，2022年，武汉110接警服务台共接处各类报警290万余起，其中求助报警40余万起，接处警群众满意度达99.3%。
The statistics show that, in 2022, the 110 Emergency Service Center of Wuhan has received and dealt with all kinds of emergencies amounting to over 2.9 million, among which the number of calls for help is more than 400,000. And 99.3% of the callers are satisfied with the dispatchers' services.