B.C. 911 call takers’ union calling for system overhaul
Posted September 13, 2023 11:29 am.
Last Updated September 13, 2023 11:35 am.
The union that represents 911 dispatchers in B.C. is calling on the province’s municipal leaders to push for an overhaul of the system when the Union of BC Municipalities meets for its annual convention next week.
Donald Grant, president of Emergency Communications Professionals of BC, explains call takers are busy taking more calls than they can handle, resulting in employees being unable to take lunch or even bathroom breaks.
“[We’re] seeing a 20 per cent increase over last year, and 911 calls, we’re answering over two million calls a year. And what’s happening is that the system just can’t keep up with the funding structures that are in place and the governance structure is outdated and inadequate for responding to the realities of emergency services,” he told CityNews.
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He adds the hold times for emergency calls can sometimes be 10 to 15 minutes before a caller can get through to an operator.
“They have to make that judgment call as they see those red numbers ticking up, how long someone’s been waiting, and how many people are waiting, whether they need to take care of themselves or whether they’re able to answer just one more call,” he said.
Grant says along with hiring at least 125 new call takers, the province needs to re-work the 911 system so that it reports to a centralized department, rather than to each different municipality it works with.
“Fires get exponentially worse each minute that it takes to be connected. Police matters get immensely more volatile and dangerous, and then ambulance calls have worse patient outcomes.”
“Any delay on these emergency lines is completely unacceptable. People expect their calls to be answered immediately and help to be on the way fast.”
The UBCM will hear a resolution on the matter next week which asks the province to create a provincial 911 governance model and address financial challenges.
