The 911 Dispatch Centre, located in the Prince Rupert Fire Rescue Department since 2004, answers all 911 calls made in the Prince Rupert and Port Edward area. The 911 Dispatch Centre is manned 24 hours a day 7 days a week by 4 dedicated full time dispatchers working rotating 12 hour shifts. Vacation and sick relief coverage is provided by 4 additional part time (casual) dispatchers. All 911 dispatchers are employees of the City of Prince Rupert and are members of CUPE Local 105.
When a 911 call is received the 911 Operator / Dispatcher will ask what emergency service is required. If the caller requests Police (dispatch centre in Prince George) or Ambulance Services (dispatch centre in Kamloops) the caller is transferred to the appropriate dispatch centre. The 911 Dispatcher will monitor these calls to ensure the caller is in communication with the appropriate operator, and when requested will deploy Fire Rescue personnel to assist. Where a 911 caller hangs up or is disconnected the 911 dispatcher will trace the call and attempt to reconnect to ensure they receive the services needed.
The 911 dispatchers also receive urgent requests for assistance via radio and standard telephone lines from other emergency service. These calls as well as alarm monitoring company calls are received and dispatched in accordance with set operational guidelines. When a 911 caller requests fire rescue services the 911 Dispatcher will obtain the necessary details and dispatch Fire Rescue Department personnel for both the Prince Rupert and Port Edward Fire Departments. During fire emergencies the 911 Dispatchers work closely with the Incident Commander providing other emergency, logistical and support services to the on scene personnel. In addition the dispatchers will be keeping accurate records of their actions and the actions of others on scene during the incident. This information is then used to complete the Fire Rescue Department emergency incident response records and helps to provide a detailed account and history of all incidents.
Non-Emergency Calls & Administrative Duties:
911 calls are not the only calls received in the Dispatch Centre. Dispatchers also answer all incoming calls for Prince Rupert Fire Rescue and reroute them as required. On day to day bases the dispatchers provide reception and clerical services for the Fire Rescue Department including filing, record keeping and issuing of permits. The 911 Dispatch Centre also provides “After Hour” call services for the City of Prince Rupert, providing call out of the appropriate personnel from various City departments as needs arise. The Department also provides the City of Prince Rupert with “man checks”, where a City employee is working alone. These checks are done to ensure the wellbeing and safety of the worker and are done at predetermined intervals. The most recent addition to the services provided by the Dispatch Centre is an “After Hours” trouble line for CityWest. In this contracted service, when CityWest clients, throughout their service area, experience outages or problems to their CityWest services, they can report them to the Dispatch Centre. Following a predetermined protocol dispatchers will then advise CityWest and the necessary personnel to deal with issues will be called out.
On average the Prince Rupert 911Call Centre receives about 5000 emergency 911 calls per years and as a division of the Prince Rupert Fire Rescue Department the 911 Call Centre prides itself on providing the highest level of emergency service possible, ensuring all callers get the help they need.
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