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
'They needed people inside Air Canada:' Police announce arrests in Pearson gold heist
Police say one former and one current employee of Air Canada are among the nine suspects that are facing charges in connection with the gold heist at Pearson International Airport last year.
House admonishes ArriveCan contractor in rare parliamentary show of power
MPs enacted an extraordinary, rarely used parliamentary power on Wednesday, summonsing an ArriveCan contractor to appear before the House of Commons where he was admonished publicly and forced to provide answers to the questions MPs said he'd previously evaded.
Leafs star Auston Matthews finishes season with 69 goals
Auston Matthews won't be joining the NHL's 70-goal club this season.
Trump lawyers say Stormy Daniels refused subpoena outside a Brooklyn bar, papers left 'at her feet'
Donald Trump's legal team says it tried serving Stormy Daniels a subpoena as she arrived for an event at a bar in Brooklyn last month, but the porn actor, who is expected to be a witness at the former president's criminal trial, refused to take it and walked away.
Why drivers in Eastern Canada could see big gas price spikes, 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.
Doug Ford calls on Ontario Speaker to reverse Queen's Park keffiyeh ban
Ontario Premier Doug Ford is calling on Speaker Ted Arnott to reverse a ban on keffiyehs at Queen's Park, describing the move as “needlessly” divisive.
'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.
Woman who pressured boyfriend to kill his ex in 2000s granted absences from prison
A woman who pressured her boyfriend into killing his teenage ex more than a decade ago will be allowed to leave prison for weeks at a time.
Customers disappointed after email listing $60K Tim Hortons prize sent in error
Several Tim Horton’s customers are feeling great disappointment after being told by the company that an email stating they won a boat worth nearly $60,000 was sent in error.