Worst-case scenario of new B.C. 911 system means 'someone may die alone, listening to a recording': union
Addressing concerns about lengthy wait times faced by callers needing emergency assistance, B.C.'s provider of 911 services says it's implementing a new process, but the operators themselves are against the idea.
Several times this year, E-Comm itself has posted on social media warning the public they may have to wait on hold.
Those who've experienced issues say they've had to wait as long as 20 minutes. Some hear a recorded message. Others describe being unable to get through at all.
Initially, the issue was described by the dispatch service as being tied to a paramedic shortage, but CTV News learned in November that E-Comm's own staffing issues have impacted response times.
The union representing 911 dispatchers warned of "catastrophic failure" of the system without a funding increase, claiming nearly double the number of full-time call-takers are needed to meet operational demands.
And a shortage of family doctors is also playing a role, meaning more people are turning to emergency services because they don't have a health-care provider. Read more on the "trickle-down effect" here.
While it's unclear how those larger issues will be addressed, there is a solution for another factor impacting wait times. Under the previous 911 system, a call-taker would determine the first responder team required for the call, then wait on the line with the caller until the right police, fire or ambulance agency picked up.
But as of Wednesday, that is no longer the case.
E-Comm announced it is implementing a process change immediately that will allow its dispatchers to disconnect from the call, leaving the caller to wait without them.
Callers will be told they're in the queue for B.C. Emergency Health Services, and that the E-Comm dispatcher needs to disconnect to answer waiting calls.
"Under normal circumstances, this transfer time averages 45 seconds, but due to higher call volumes and increased demands on the ambulance service, it is taking much longer for callers to be connected to an available BCEHS call-taker," an E-Comm spokesperson said in a news release.
In addition, E-Comm and BCEHS have been working together to help resolve the delays, and have put in place measures to separate the most urgent calls from less life-threatening situations.
BCEHS is also adding more dispatch jobs to meet the increased demand.
While E-Comm is confident in its approach, workers with the service said in a statement through their union that they were "stunned" by the decision to "abandon" callers.
In a statement, the president of Canadian Union of Public Employees (CUPE) Local 8911 said: "The decision goes against everything we've been trained to do, and every common-sense approach to 911 service delivery."
Donald Grant said operators have never disconnected before making contact with a BCEHS call-taker, a process meant to ensure critical information is passed along.
Calling the new system a "stop-gap measure," he again pushed for financial support from local governments.
"This is not about being medically trained – it's about being on the line and available to reassure callers in distress. We're talking about human beings experiencing real emergencies, and to abandon them during their time of need is simply unacceptable," Grant said.
"In the worst-case scenario, this means that someone may die alone, listening to a recording."
CTVNews.ca Top Stories
NDP motion regarding Palestinian statehood passes after major Liberal alterations
A motion from the federal New Democrats initially calling on Canada to recognize the 'State of Palestine' passed amid widespread acrimony on Monday, after the Liberals drastically altered its wording to see the government simply work towards that aim as part of a two-state solution.
'He didn't want to die': Family of Calgary man killed in standoff speaks out
Family of a Calgary man killed after a 30-hour standoff with police last week are speaking out, sharing details of the tense and heart-wrenching experience.
Toronto family doctor who called patient's body 'perfect' suspended for 3 months: tribunal
A family doctor in Toronto has been suspended for three months after a disciplinary tribunal found that he failed to follow proper protocols while examining a patient's breasts and made inappropriate comments about her body.
Ohio mom who left toddler alone 10 days when she went on vacation pleads guilty to aggravated murder
An Ohio mother whose 16-month-old daughter died after being left home alone in a playpen for 10 days last summer while she went on vacation was sentenced Monday to life in prison with no chance of parole.
Retired teacher pleads guilty to paying for sex with 15-year-old in Collingwood, Ont.
In a Barrie courtroom on Monday, a retired high school teacher from the Niagara Region pleaded guilty to sexual touching and obtaining sexual services from a 15-year-old boy in Collingwood in 2021.
Hertz CEO out following electric car 'horror show'
The company, which announced in January it was selling 20,000 of the electric vehicles in its fleet, or about a third of the EVs it owned, is now replacing the CEO who helped build up that fleet, giving it the company’s fifth boss in just four years.
5 charged in Calgary kidnappings that targeted women
Calgary police have charged five men in a pair of kidnappings last year that targeted innocent victims.
Demand soars for solar eclipse glasses in Canada. Are they worth buying?
The demand for total solar eclipse glasses used to safely view the rare celestial event has been ramping up as sellers, along with astronomy and eye-care experts in Canada, warn that viewing the eclipse with the naked eye is dangerous.
Canadian commander of volunteer fighter group dies in Ukraine
A Canadian-born commander of the so-called Norman Brigade, a volunteer fighting group in Ukraine, has died.