Changes to 911 system will provide more options for callers, information for responders | CBC News
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The next generation of public safety is on its way to Prince Edward Island, and it’s a more modern approach to 911.
Work began just over a year ago on updating the emergency number from an analog system to an digital platform that’s run through the internet.
Patrick Kelly, the provincial 911 co-ordinator with the Department of Justice and Public Safety’s Emergency Measures Organization, said the change should be “seamless to the public.”
“We’re trying to look at what other advancements or other changes that we can make to help our first responders on the ground, but also our call takers that are in the seats trying to help our responders,” he said.
“The more information that we can get to them, the better response that we’re able to provide to Islanders.”
There’s a big effort underway to modernize 911 systems, both here in P.E.I. and across the country. The hope is that before long, Islanders will be able to send texts and videos to dispatchers. CBC’s Cody MacKay learned about the new system in the works, and how it could help in an emergency.
The changes are part of Next Generation 911, or NG911, and they will allow callers send photos and videos to dispatchers, along with information like building layouts and health records that could then be shared with first responders.
It’s hoped the update will roll out by late March 2027.
“The goal at the end of the day would be a better service … for the public,” Kelly said.
“The more information we can get to first responders, hopefully … it’s going to be a better response.”
In a statement, the Canadian Radio-television and Telecommunications Commission (CRTC) described 911 as “a bridge that connects Canadians to emergency services in times of need.”
The CRTC directed all telecommunications providers to update to digital networks in preparation for Next Generation 911 voice services by the end of March 2027.
Bell Canada said in a statement that its network was launched on Feb. 17, 2022.
“Canada is entering a critical phase in the national transition to NG9‑1‑1, with the CRTC setting March 31, 2027 as the required deadline for decommissioning of [the analog] network at which time all connected parties must be transitioned,” the statement reads.
The Canadian Telecommunications Association noted the move will upgrade the “behind-the-scenes technology used by emergency services.”
“Ensuring people can connect with 9-1-1 in an emergency is important,” the association said in a statement. “Our members are working closely with emergency service partners to ensure a well-functioning system exists for Canadians when they need it most.”
Making conversations easier
In emergencies, Kelly said, information may not always be easily shared with a dispatcher due to the caller being in a frantic state. This new technology could help address that.
“Being able to send a text or a picture or a video would actually be able to let the call taker or the first responders see exactly what’s happening, and they’d be able to respond based on their knowledge and their experience,” he said.
The changes could also help those who are non-verbal or have difficulty hearing. Kelly said will allow for a conversation over text message with a dispatcher.
”In the future, we’ll be able to do real-time texting. So instead of having to have the call taker call you back, you’ll actually be able to text or they’ll be able to text directly to 911,” he said.
“It should speed up that initial answering of the call for sure.”