Calls to 114 are answered by an adequately trained operator who:

• Welcomes the request of help;
• Offers a psychological support to the caller;
• Immediately activates the territorial services and institutions (112, 113, 118, Social and Sanitary services, Public Prosecutor’s Office, Court, etc.) with which a network of intervention, cure and protection is created in accordance with the necessity;
• Verifies the efficacy of the strategy used, always respecting the rights and needs of the child or adolescent involved in the emergency.

The response model is build on tree levels:

• response: the call centre operators welcome and filter the calls
• management, intervention and monitoring: expert operators who can handle emergency situations
• experts and specialists in various disciplines for a support in the handling of the cases