As part of an upgrade to local 911 emergency response centres, the Chatham-Kent Police Service has implemented new call-handling features to enhance its emergency response.
To ensure every call is answered promptly, police officials said an efficient call queue management system was needed to address ever-increasing call volumes. As a result, a new system has been implemented that will enable callers to stay on the line and receive a message assuring them that their call will be answered as soon as possible.
The police service has also introduced a new map feature that identifies and prioritizes calls unrelated to significant incidents.
“This feature ensures that emergency lines are available for critical situations, preventing any potential tie-ups that may hinder immediate response,” police officials said in a news release.
As well, when calling the non-emergency line, callers will now be transferred to the Emergency Communications Centre with a customized message.
The new features are a proactive step towards implementing the new emergency communications system known as Next Generation 9-1-1. The new system will enable voice, text messages and data to flow seamlessly from the public to 9-1-1 communications centres when emergency assistance is required. It will also give emergency operators and dispatchers the ability to identify the location of a call using GPS coordinates.
The Chatham-Kent Police Services Board recently received $1,914,580 from the Ontario government to support the transition to Next Generation 9-1-1.