In this section
Strathcona County’s Emergency Communications Centre has recorded a significant increase in the number of accidental calls to 9-1-1.
Read the media release
All calls placed to 9-1-1 must be answered; however, phones can get busy during a major emergency or if multiple people call about the same emergency. Calls may be put in a holding queue or be rerouted to another centre that is available to take the call immediately. Be sure to indicate which municipality you are calling from to ensure that your call gets sent to the appropriate communications centre. This is especially true if calling from a cell phone.Â
Be prepared to answer the follow:
You may be put on hold, but do not hang up. The ECO will come back and may ask more questions. Try to be brief. If you don't know the answer to the question, simply say that you do not know.Â
If there are special instructions on how to get into the building or to the location of the emergency, let the ECO know.Â
Land lines are not subject to weak signals or poor reception. The address on a land line is traceable as well, which allows the ECO to quickly determine where the call is coming from. The ECO also has the ability to call you back if necessary.
Be sure to know where you are. If you don't have an address, identify which municipality you're in, what highway/range road/or street you're on or what highway exit you just passed. Don't assume that your call will be answered by someone who is familiar with the community you're calling from.
Calls may be placed in a holding queue or routed to another centre that is available to take the call immediately. Therefore, be sure to indicate which municipality you are calling from to ensure that your call gets sent to the appropriate communications centre. This is especially true when calling from a cell phone.
Do not hang up. Simply tell the 9-1-1 Operator that the number was called in error and that you are safe. You won’t be in trouble. If a call is placed to 9-1-1 and the caller hangs up, the police will be sent to investigate the call. If you accidentally hang up, answer your phone when the 9-1-1 Operator calls you back.
To prevent accidental 9-1-1 calls:
Voice Over Internet Protocol (VoIP telephone service) allows customers to make voice calls using an internet connection instead of a regular or analog phone line. There may be limitations of VoIP service including reduced 9-1-1 capabilities, the inability to track where the call is coming from, and interrupted service due to a power failure or disrupted internet connections.
Verify that you can access 9-1-1 with your phone and post your address near your phone for quick reference.
Further information on 9-1-1 services for traditional wireline, VoIP and wireless phone service.
The Strathcona Emergency Communications Centre (ECC) provides 9-1-1 services and fire dispatch for a number of local communities. Our ECC is ISO 9001:2015 certified.
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Last updated: Monday, September 11, 2023 Page ID: 37705