Public Safety Communications (PSC) is the City of Calgary's 9-1-1 centre, receiving almost a million 9-1-1 emergency and non-emergency calls each year. We are the lifeline for Calgary and some surrounding areas and we link people who need help with the emergency services who can help them. We also have a number of public education programs dealing with accidental 9-1-1 calls, reporting impaired drivers, information on calling 9-1-1 from different phones or for non-emergency calls, and information on 9-1-1 for kids.
History
In 2006, the communication sections of the Calgary Police Service, Calgary Fire Department and Calgary Emergency Medical Service moved to a consolidated location under the new identity of the City of Calgary Public Safety Communications (PSC).
Facts about PSC
- PSC is the City of Calgary's 9-1-1 centre, receiving almost a million calls a year.
- We are the largest Public Safety Answer Point in Alberta, and one of the largest in Canada in terms of call volumes and number of people served. We answer 9-1-1 calls from inside and outside Calgary and sometimes transfer them to other agencies (such as the RCMP). We answer all the 9-1-1 calls from the Municipal Districts of Bighorn, Rocky View and Kananaskis.
- PSC is also the emergency services dispatch centre for the Calgary Police Service, Calgary Fire Department, MD of Rockyview Fire Department, and MD of Bighorn Fire Department. PSC is also Alberta Health Services' largest dispatch centre, contracted to dispatch EMS crews throughout southern Alberta, from Sundre and Banff to as far south as Ft MacLeod and Crowsnest Pass.
- Services provided by PSC cover a region of approximately 36,000 square kilometres.
- In 2010, the average speed of answer for all 9-1-1 calls was 6 seconds.
- We also answer non-emergency calls for our partner agencies, this makes up about 50% of our call volume.
- Our operations workforce is divided into four teams. Emergency Communications Officers (ECOs) work 12 hour shifts in a "2 days-2 nights on - 4 days off" pattern. This means ECOs work many weekends and holidays and there are almost as many ECOs in the centre at 2 a.m as there are at 8 a.m.
- Over 60% of our staff have 5 or more years of service.
- New Emergency Communication Officers receive between 240 and 280 hours of initial training, depending on their function (Police, Fire, Medical). Additional training sessions are held for operations staff on a regular basis throughout the year.
- New Year's Eve is generally the busiest night of the year at 9-1-1. However, the last Saturday night of Stampede can be just as busy!
- Every year PSC surveys citizens who have used our service. In 2010, 92% of citizens contacted said they were satisfied or very satisfied with the service they received when calling 9-1-1. Our 2009 satisfaction rating was 93% and the 2008 rating was 91%.
Public Safety Telecommunications Week
Public Safety Telecommunications week is celebrated in April of every year. This week recognizes the call-takers and dispatchers who work in emergency communications for their contributions to ensuring the safety and security of citizens. In 2011, Mayor Nenshi officially recognized April 10-16 as Public Safety Communications Week.
