911 call wait times in British Columbia have been exceeding four minutes since September, raising concerns about emergency response delays. The Emergency Communications Professionals of BC has voiced alarm over these extended wait times, attributing them to staffing reductions at E-Comm, the province’s emergency communications agency. According to spokesperson Donald Grant, these delays could have critical consequences during emergencies as callers endure prolonged waits for assistance.
Grant highlighted the impact of funding cuts on staffing levels at E-Comm, emphasizing the need for immediate action to address the escalating wait times. While the agency had made positive changes in 2021 to reduce call waiting times, recent staff reductions have led to a resurgence of lengthy delays, affecting both frontline staff and the public seeking urgent help.
As concerns grow over the diminishing quality of emergency response services, the union is urging the government to enforce regulations and establish clear standards for the 911 system. A provincial review of E-Comm and 911 services is underway, with hopes for setting minimum service benchmarks in the final report.
Contrary to the concerns, an E-Comm spokesperson clarified that the reported four-minute wait time does not pertain to 911 operator response times but instead refers to the longest wait experienced by a caller trying to connect with a police emergency dispatcher. The agency ensures prompt connection with 911 operators but acknowledges potential delays when transferring calls to emergency response teams, especially during peak call volumes in the summer and fall.
While E-Comm has met its target of answering 95% of 911 calls within five seconds throughout the year, the spokesperson acknowledges the need for a more robust provincial role in the 911 framework and the establishment of service standards in British Columbia.