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
Trend Line Anger, pessimism towards federal government reach six-year high: Nanos survey
Most Canadians in March reported feeling angry or pessimistic towards the federal government than at any point in the last six years, according to a survey by Nanos Research.
BREAKING 14 suspects arrested in grandparent scam targeting seniors across Canada: Ontario police
An interprovincial investigation into an 'emergency grandparents scam' that targeted seniors across Canada has led to the arrest of 14 suspects, Ontario Provincial Police say.
Motion to allow keffiyehs at Ontario legislature fails
A motion to reverse a ban on the keffiyeh within Queen’s Park failed to receive unanimous consent Thursday just moments after Ontario Premier Doug Ford reiterated his view that prohibiting the garment in the House is divisive.
B.C. child killer's lawyer walks out of review hearing
The lawyer representing child-killer Allan Schoenborn walked out of his client's annual review hearing Wednesday – abruptly ending proceedings marked by tense exchanges and several outbursts.
How to avoid the trap of becoming 'house poor'
The journey to home ownership can be exciting, but personal finance columnist Christopher Liew warns about the trappings of becoming 'house poor' -- where an overwhelming portion of your income is devoured by housing costs. Liew offers some practical strategies to maintain better financial health while owning a home.
'A living nightmare': Winnipeg woman sentenced following campaign of harassment against man after online date
A Winnipeg woman was sentenced to house arrest after a single date with a man she met online culminated in her harassing him for years, and spurred false allegations which resulted in the innocent man being arrested three times.
Juror dismissed in Trump hush money trial as prosecutors ask for former president to face contempt
Prosecutors in the hush money trial of Donald Trump asked Thursday for the former president to be held in contempt and fined because of seven social media posts that they said violated a judge's gag order barring him from attacking witnesses.
Why drivers in Ontario, Quebec and Atlantic Canada will see a gas price spike, and other Canadians won't
Drivers in Eastern Canada face a big increase in gas prices because of various factors, especially the higher cost of the summer blend, industry analysts say.
It's the biggest election in history. Here's why few Indians in Canada will take part
In the Indian general election that gets underway on Friday, almost a billion people are eligible to vote, but a vast majority of the overseas Indian community in Canada won't be casting a ballot.