Some residents of Prince Edward Island (P.E.I.) are expressing concerns after experiencing delays in reaching 911 operators during emergencies.
According to Pat Kelly, provincial coordinator with P.E.I.’s Emergency Measures Organization, the issue arises when there is an influx of calls, often due to multiple incidents or an increase in cell phone use. While the government cannot track the exact frequency of these delays, Kelly estimates that they occur infrequently. He also noted that it is difficult to plan for sudden spikes in call volume, as the timing of emergencies is unpredictable.
In the past three months, there have been approximately 9,000 calls to 911 in P.E.I., with 18 taking more than a minute to be answered. When a call goes unanswered for about 30 seconds, a recorded message informs callers that all operators are busy and to stay on the line. While Kelly recognizes that this is not an ideal situation, he emphasizes that 96% of calls are answered within 30 seconds.
Multiple CBC staff members have also encountered these delays in recent weeks, prompting inquiries into the matter. One caller reported waiting on hold for approximately 12 minutes before receiving a callback from a 911 operator. However, the province claims it is not aware of any 911 calls taking longer than 10 minutes to be answered over the past three months.
Call volume to 911 has increased at a higher rate than P.E.I.’s population growth. From 2019-20 to 2022-23, the number of calls increased by 33%, while the population grew by only 8%. However, there are discrepancies in the reported call numbers, which are currently being clarified by the Department of Justice and Public Safety.
Interim Liberal leader Hal Perry expressed concern about the potential consequences of these delays, emphasizing that every minute matters in emergency situations and that quick access to medical assistance can mean the difference between life and death. Perry himself experienced a delay when reporting an erratic driver, and by the time he was connected to an operator, the vehicle had already crashed.
P.E.I.’s 911 system still relies on copper phone lines and technology that is 30 years old. The province plans to upgrade the system to an internet-based service within the next year, which will allow for improved tracking of recorded messages and the possibility of diverting calls to neighboring provinces during high-volume periods.
While the province has been increasing the capacity of its secondary 911 call center, there are no immediate plans to increase the overall capacity. Kelly points out that recorded messages have been used for decades to handle excess calls and that it is difficult to plan for unpredictable events.
