What is Calgary 9-1-1?
Calgary 9-1-1 is the Public Safety Answering Point (PSAP) for Calgary and the surrounding area. It’s the first point of contact for all 9-1-1 calls, staffed by highly trained Emergency Communications Officers (ECOs). These ECOs play a vital role in connecting people in crisis with the right emergency services.
The Roles of ECOs at Calgary 9-1-1
1. PSAP Call-Taking and Fire Call Evaluation
These ECOs answer all 9-1-1 calls, assess the situation, and triage emergencies. If the call is related to fire services, the same ECO will evaluate and dispatch the appropriate Fire Department resources.
2. Police Call Evaluation
If a call requires police services, it is transferred to a Police ECO. These ECOs also handle calls from the Calgary Police Service (CPS) non-emergency line at 403-266-1234.
How 9-1-1 Call Handling Works
• When a 9-1-1 call is received, the ECO determines which agency is needed.
• If it’s a fire-related call, the call stays with the original ECO.
• If it’s a police-related call within Calgary, it is transferred to a Police ECO.
• If it’s a police-related call outside Calgary, it is transferred to the RCMP or another local police agency.
Importantly, 9-1-1 calls always take priority over non-emergency line calls.
Tools for Police Call Evaluation
Police ECOs use two main tools to assess calls for service:
• Police Dispatch Criteria Cards: Outline when police involvement is required.
• Police Priority Dispatch System (PPDS): Guides ECOs through a structured questioning process based on the nature of the incident.
Once a police-related call is entered into the system, it becomes visible to the police dispatchers.
The Role of Police Dispatchers
Police dispatchers operate separately from call-takers and have two primary responsibilities:
1. Situational Awareness:
• Monitoring and managing activity within their assigned district.
• Announcing calls, assigning units, and updating events.
2. Officer Safety:
• Managing unit timers, coordinating backups, initiating emergency responses, and conducting system checks.
Once the police acknowledge a call, the Calgary Police Service assumes full responsibility for managing the incident.
The Big Picture
Calgary 9-1-1 ECOs and Dispatchers work together as a seamless team. Their collaboration ensures timely, accurate, and effective emergency response for Calgary and the surrounding area, making a vital difference when seconds matter.
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