The next time you dial 911, new changes may keep you on the phone for longer.
911 operators currently answer both emergency and non-emergency calls, but later this month a new automated system will handle non-emergency calls.
The Winnipeg Police Service says the move will free-up operators to deal with urgent calls.
“It’s about being more efficient and enhancing our communication centre,” says Winnipeg Police Service Constable Jason Michalyshen.
A heavy work load for operators can cause delays for those who call. The new system is already being used in Toronto and Calgary and could reduce wait times.
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Based on a caller’s needs they follow the voice prompts and make the appropriate selection depending on the nature of their call.
“We’re hoping it will lessen the frustration where people are ultimately waiting to speak to someone,” says Michalyshen.
For homeowners calling to report a break-in or a noisy neighbour, they’ll need to speak to a machine and many, including the police officer’s union, don’t agree with the idea.
“This is going to be a reduction in service for you by and large and there’s going to be time you’ll be directed through voice prompts and go to an answering machine,” says Mike Sutherland of the Winnipeg Police Association.
Under the current system police say callers were getting frustrated and hanging up because of long wait times, but they fear people might not call at all if they have to talk to a machine on the other end.
“They’ll hang up and there will be information or a crime we won’t have information on,” explains Sutherland.
The Winnipeg Police Association would like to the service reviewed in one year.
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