911 Call-takers Honoured During National Public Safety Telecommunicators' Week

Nova Scotia's Emergency Management Office (EMO), is honouring 911 call-takers as part of National Public Safety Telecommunicators' Week, April 9-15.

"Each day, hundreds of Nova Scotians rely on the expertise and dedication of public safety telecommunicators, more commonly known as 911 call-takers," said David Morse, Minister responsible for the Emergency Management Act. "These individuals help save countless lives by answering emergency calls. Their skill in high-pressure situations allows rapid emergency response and compassion in times of great distress."

On average, more than 400 calls are placed to 911 every day. The majority of these calls are actual emergencies but some are not. Calling 911 for non-emergencies ties up valuable resources and may delay a response to an actual emergency.

Over the last two weeks, EMO surveyed 911 call-takers to determine the top issues the public should know in order to make 911 more efficient.

The call-takers said more public education is needed regarding what constitutes a 911 emergency, calling 911 from a cell phone and the importance of knowing your civic address.

911 is for use in emergencies only. It is to be used when someone needs a fire, police or ambulance response right away because of a threat to health, safety or property. Call-takers said it is important that people not call 911 for police administrative matters, to ask fire departments about community events or for patient transfers between medical facilities.

"Even though 911 is for emergencies only, it is surprising that some people are still calling this number for non emergency uses. Not only does this needlessly tie up valuable resources, but individuals can also face fines for intentional misuse of the 911 system," said Craig MacLaughlan, CEO of EMO. "By using the 911 system properly we can help the 911 call-takers have the time and resources to respond to actual emergencies."

The call-takers said people also need to know how to properly call 911 from a cell phone. About 30 per cent of all calls to 911 are made by cellular callers. Unlike wireline calls, cellular calls do not currently transfer data on a caller's location. It is therefore up to the caller to describe the exact location of the emergency and know their cell phone number. This information will help the 911 call-taker transfer the call to the appropriate emergency response agency.

Since many cell phone callers are reporting emergencies along roads and highways, cell phone users should take note of highway/road signs and civic numbers in the immediate area. Distance markers, which are located at one-kilometre intervals along the province's 100-series highways, are invaluable in helping determine the location of the emergency. They tell the driver the highway number, direction they are travelling, and their particular location along the highway.

It is also important that all Nova Scotians know their civic address and post the number where it can easily be seen from the roadway day or night.

"I can't stress enough how important it is for people to post their civic number where it's clearly visible," said Mr. Morse. "Often times, your civic address is the only link responders have to you and the emergency location."

For more information on the proper use of 911 see the EMO website at www.gov.ns.ca/emo .