All 9-1-1 calls must be answered within 15 seconds, and 95 per cent within 20 seconds, according to National Emergency Number Association (NENA) standards.
With an average answer time of 16 seconds, the communications Unit at the Waterloo Regional Police Service was able to meet these thresholds on 81 per cent of overall 9-1-1 calls received in the region during the third quarter of 2022.
NENA standards were met with 81 per cent of 9-1-1 calls, which is an improvement from 77 per cent in the second quarter of 2022.
NENA is the only non-profit organization solely focused on improving 9-1-1. The organization represents tens of thousands of 9-1-1 first responders who assist individuals in crisis in almost every emergency.
The organization ensures that 9-1-1 is prepared to meet the needs of anyone requesting emergency assistance by developing standards for the technology and operations and providing education, training, and certifications for 9-1-1 professionals.
WRPS saw a 6 per cent increase in call volume in the third quarter of 2022 with 92,156 calls as compared to this year’s second quarter with 86,576 calls, an increase of 2 per cent.
With an average answer time of 16 seconds, and 19 per cent of all 911 calls abandoned or answered after the 15 second threshold, the Communications Centre has enhanced service levels, which have improved significantly from the second quarter in 2022.
According to WRPS, this increased volume places additional demands on communicators and impacts call answer times.
The Communications Centre will continue to find additional efficiencies to further enhance its service levels.
Improving call answer times with an emphasis on emergency calls is an identified objective of the WRPS Strategic Business Plan.
