Research background: During COVID19 crisis, in order to limit and control the multiplication of infections with the new virus, the Romanian Government forced restrictions and established fines to those not staying in line with the rules. The rules had been applied not only to citizens but also to private companies and state authorities. Due to these legal constraints taken during the declared state of emergency and the next state of alert, the appropriate attitude effects occurred in terms of behaviour of individuals and companies. Purpose of the article: One of the positive side effects of the measures taken during the state of emergency and the state of alert, is a decrease of non-real emergency calls in public safety answering points, small in value but important for dealing with real emergencies. Moreover, the incoming calls related to some chronic non-urgent medical affection decreases. Methods: We will study and make comparisons in the number of calls in 112 Emergency System to analyse the quantitative impact relative to COVID period versus a previous not impacted period of time because of COVID. Findings & Value added: The impact of the pandemic on the 112 Emergency System has been a major one. We observed the need to redefine procedures and to make operational a new resilience plan, by defining a specific calling number where people in need to report incidents specifically related to COVID. We also observed some changes in caller behaviour that occurred to those calling the emergency 112 number. However, the last not the least we have observed a real interest of people calling to the specific number dedicated to COVID with different contexts, concerns and clarifications needed to them in order to adopt a more conscious and responsible attitude.

The abusive calls subdivision of the non-emergency calls made to the 112-emergency system represent a concern for the administrators of other such services worldwide, since they generate suboptimal use or even waste of resources. Preventing this scenario requires countermeasures to limit the impact of such calls on the operational performance of handling genuine emergency cases.