In an effort to draw attention to the impact on emergency services, E-Comm — B.C.’s largest 9-1-1 public-safety answer point — released a list of its top 10 reasons to not call the emergency line.
“Our staff are trained to treat every call that comes through our centre as a valid emergency, until they determine otherwise, no matter what the circumstance,” explains E-Comm spokesperson Jody Robertson. “Even if the reason for the call seems absurd on the surface, 9-1-1 call-takers need to take time to determine exactly what’s going on and whether someone genuinely needs help. Calls about lack of Internet access or delivery of cold food are a serious drain on emergency resources.”
Throughout the year E-Comm call-takers field calls that don’t belong on the 9-1-1 lines. This year’s top reason not to call 9-1-1 was Wi-Fi at a local coffee shop wasn’t working.
“We’re here to help people with real emergencies,” added E-Comm 9-1-1 call-taker Warner Yang, recipient of this year’s top nuisance call. “If someone calls 9-1-1 about Internet problems, that means I’m not available to help someone who really needs it.”
Approximately 2,600 9-1-1 calls per day were placed to E-Comm in 2014, and while Robertson emphasizes that the majority of people use 9-1-1 responsibly, there are too many calls that come through the communications centre that do not meet the test of a true emergency: a police, fire or medical situation that requires immediate action because someone’s health, safety or property is in jeopardy or a crime is in progress.
“We’re reaching out to remind the public that 9-1-1 is a life-line, not an information line,” Robertson added. “We hope our message that 9-1-1 call-takers cannot answer questions about how long power outages will last, when the clocks turn back or other non-emergency questions will help to reduce these kinds of calls and keep the lines open for real emergencies.”
The top 10 list:
• Wi-Fi at a local coffee shop isn’t working.
• “What’s the fine for jay walking?”
• Pizza not fresh; wants a replacement slice.
• “What’s the number for my travel agency?”
• Caller phoned 9-1-1 to ask for a taxi referral.
• “Is today a stat holiday?”
• Food they ordered is cold.
• Wants help finding lost glasses.
• Home Internet is not working.
• “What’s the date today?”
