It’s a whole new generation of 911 services.
By 2023, Canadians will not only be able to text 911 operators, they will also have the ability to send pictures and video.
It’s called Next Generation 911, and it’s changing the way those in need access emergency responders.
“Next Generation 911 is going to significantly enhance public safety communication services,” expressed Bonnyville Regional Fire Authority (BRFA) chief Jay Melvin. “What next generation looks like in the future, is you will be able to text to 911 and that will include real-time texting, so very similar to how you text someone now and they text back, you’ll be able to do that with a 911 operator in the event that you’re in a situation where you can’t talk, are unable to talk, but you still need service.”
The program is taking it one-step further by including multimedia.
According to Melvin, the direction Next Generation 911 is headed will mean “you’ll be able to send a video of what’s going on and what you need help with. The 911 dispatcher will be able to see if you have to give CPR and need instructions.”
Dispatchers can then forward any information, including videos, photos, and texts, onto the appropriate public-safety answering points (PSAP), which includes Alberta Health Services and RCMP.
Upgrades to the way they do business means local dispatchers need to update their equipment and the clock is ticking.
Melvin noted that all 20 911 dispatch centres across Canada are required to make the switch by June 30, 2023.
On that day, the Canadian Radio-television and Telecommunications Commission (CRTC) will be decommissioning their current Enhanced 911 networks.
“We all have to be transitioned over and have the software, hardware, and all of that network of things that need to be done, by that date. If at that date you’re not ready, it doesn’t matter, the system is being decommissioned and you’re not receiving 911 calls and 911 calls are now going to another PSAP,” stressed Melvin. “That’s the critical piece for us. We need to be ready to do that.”
That is one of the reasons why when Melvin heard the news that changes were on the horizon, he got to work.
“We’ve been working on this since 2016/17, knowing that 2023 is coming, because this information isn’t new. It’s coming more to light now that we’re getting closer, but we’ve already started changing. Instead of having telephones on the desks the way they used to do business, right now all of our phone systems are IP-based, so everything is on the computer,” he detailed. “That way, when you call 911 and the information is sent from Telus to us, it pops up and we get all of your information. We know where you are on the map. We’ve already upgraded our services in advance knowing that it’s going to have to be done.”
Not only have they swapped their phones for screens, they’ve also upgraded to the new Next Generation 911 fibre optic lines.
Melvin said they did all of this in anticipation of the larger centres beginning the transition to the new system.
“I know that when the bigger PSAPs start drawing on a lot of the resources, it may put pressure on the smaller PSAPs to get serviced, especially if you don’t live in major urban centres. That’s why I want to be ahead of the game on this.”
The cost of upgrading their systems is covered mostly by a 911 levy all cell phone users pay on their bills.
Melvin explained, “Right now, as everyone is aware, if they look at their mobile cell phone bill there’s a 911 cell phone levy. That was put in place to help out the PSAPs manage the 911 centre so it’s not the bearing of the municipality that has the 911 centre, it’s the broad approach that we all pay for. Right now, we know there’s going to be an increased cost, the BRFA will be going before council to hopefully get some lobbying to the province to adjust that ‘E’ 911 fee to a new ’NG’ 911 levy so it can help us… and make sure that all of the PSAPs and all of the citizens in Alberta get the same coverage.”
He continued, “From a public’s perspective, I anticipate that we may see a levy, right now, I believe we’re paying 44-cents. I don’t think it’s too much in the event that goes up a bit so that the public gets a better level of service.”
The BRFA will also be making a presentation to the appropriate municipalities about new infrastructure opportunities for their 911 centre.
Whether that means a new building, modernizing their current home at the Bonnyville Ambulance Building, or something completely different, Melvin isn’t sure.
“We haven’t gone down that road yet. We’ve had meetings at our local BRFA board and we’re making presentations to council on where 911 is, what our timelines are, and really getting some feedback from council on where they want to see us go when it comes to infrastructure, because there’s a significant dollar amount, we’re talking millions to get a regional 911 centre,” he noted.
Melvin explained how the local 911 dispatch centre isn’t only in charge of the Town and MD of Bonnyville. They also cover the County of St. Paul, County of Smoky Lake, Cold Lake First Nations, and Fishing Lake Métis Settlement.
“Right now, we don’t provide 911 service for the City of Cold Lake, the Elizabeth Métis Settlement, or 4 Wing, but we’re hoping that they will choose us as a service provider for their 911 and next generation component. I think it works well if we work that into inter-municipal collaboration,” he added.
The fire chief stressed that even though 911 is taking on a new method of contact, that doesn’t mean they’re “getting away from actually talking to people.”
Excited with what the future holds, Melvin said it’s amazing to be a part of such a big change in 911 service history.
“It’s something to look back on and say ‘you know what, I was a little small piece to help bring this service to the area.’”
