Communications

Each Emergency Dispatch/Communication Service has its own unique processes for gathering information and relaying that information to the front line staff however when you call 911 to request an Ambulance within the Niagara Region you are communicating with staff who are qualified to the highest levels and who work in an Accredited Dispatch Centre.

Read on for a brief overview of what happens when you call 911 in the Niagara Region.

The 9-1-1 Operator

In Niagara, when you dial 9-1-1, your call answered by specially trained staff at the Niagara Regional Police 9-1-1 Communications Centre. This centre is known as a Public Safety Answering Point (PSAP).

These 9-1-1 communications staff will answer your call for help and say, “Niagara Emergency, Do you require Police, Fire or Ambulance?"

Depending on your answer, the 9-1-1 communicator will forward your call to the appropriate emergency services' dispatch centre. When you ask for an Ambulance you are transferred to the Niagara Ambulance Communication Service.

Niagara Ambulance Communications Centre (NACS)

The Niagara Ambulance Communications Service is responsible for receiving and dispatching calls that deal with medical or traumatic related incidents in the Niagara Region. NACS is staffed by 'System Status Controllers' (SSC's) who are all qualified as Advanced Emergency Medical Dispatchers (AEMD's).

AEMD's undergo a vigorous 19-week training course and are audited regularly. 911 call taking and dispatching is audited to a standard set by the International Academy of Emergency Dispatch, requiring a minimum of 90% compliance to maintain status.

System Status Controller Work Stations

Working in the Communications Centre for 12 hours is mentally demanding. To help prevent fatigue, AEMD's use highly adjustable ergonomic desks and chairs. Depending on the station, they may monitor up to 6 computer screens (CAD, Radio, Phone, Admin) simultaneously.