Advisers

Irene D. Gaviola, MSCJ

Discipline

Criminology

Abstract

The Quezon City Emergency Hotline 122 was established to unify police, fire, and medical response under a single system. However, its operational effectiveness at the grassroots level remains largely unassessed. Without localized evaluation, gaps in response time, accessibility, and public awareness may persist, undermining the system's purpose. This research addresses that gap by investigating the real-world performance of Hotline 122 in Barangay San Agustin, providing timely data essential for future policy improvements and resource allocation. This study employed a quantitative-descriptive research design. Fifty (50) respondents were selected through stratified random sampling: thirty (30) residents, ten (10) police officers from Station 4, and ten (10) barangay officials. Data were collected using a structured survey questionnaire measuring four variables: response time, efficiency, accessibility, and communication sensitivity. After securing formal permissions, respondents were briefed, and questionnaires were distributed, retrieved, and tallied for analysis. Emergency Hotline 122 was generally perceived as "Very Effective." Composite mean scores were 3.65 for Response Time, 3.68 for Efficiency, 3.56 for Accessibility, and 3.54 for Communication Sensitivity. Highest-rated indicators included immediate call answering and professional emergency management by operators. However, significant challenges emerged: 54% of respondents reported delays in responder arrival, and another 54% cited limited public awareness about the hotline. The findings reveal a disconnect between efficient call handling and delayed field response, indicating a need for improved coordination between operators and responders. Limited awareness necessitates sustained public information campaigns. This study recommends infrastructure upgrades to handle simultaneous calls, joint simulation drills, and empathy training for operators. These measures aim to bridge the perception gap between residents and authorities, enhancing both operational efficiency and the interpersonal quality of emergency services. Future research should explore real-time tracking integration and comparative studies across multiple barangays.

Keywords

Effectiveness, Emergency Hotline 122, Barangay San Agustin