Fire Chief Ray Morley
by Ian Mumford
London’s Fire Chief Ray Morley would like to see the initial answering of 911 emergency calls improved.
Emergency calls are now answered by a police operator or civilian operator under the jurisdiction of the police before being either handled by the police directly, or transferred to ambulance or fire services. The emergency line operators must also be in constant radio communication with all police personnel on the street.
In an interview with the London News, Chief Morley said, “I believe the system can be improved by a candid and complete analysis of the total system and especially I do believe there must be an improvement in the method of prime answering. By working together (police and fire departments) we can accomplish this.”
“People who answer the call initially should not be committed to dispatch procedures. If this is done, then calls will be answered within the integrity of the system,” said Chief Morley.
Operators are told 911 calls are of top priority in the communications centre and must be, if at all possible, answered within three rings.
Bell Canada has recently installed a device on the system to record calls not answered in three rings.
“We believe,” said the chief, “the system should be used for emergency calls only. It’s important to handle each call effectively and efficiently.”
London firefighters have objected to the use of civilian fire dispatchers in the communications centre. As of Nov. 28 there will not be trained fire personnel on duty in the centre other than Division Chief Owen Wills, who heads the fire side of the communications centre.
The firefighters have argued only trained firefighters have the expertise to dispatch fire equipment.
Chief Morley rejects this attitude. He said well trained civilians can do as good a job as trained firefighters.
All civilian operators are hired by the police under the police association collective agreement with input from Chief Wills.
Chief Morley said one difficulty is often people hired are not committed to staying in the system too long.
FACILITY
Firefighters working in the communications centre have said there is no room in the facility to properly administer their side of the operation. If the division chief wants to talk to one of the dispatchers, he must go to another part of the police headquarters in order to find space.
Chief Wills told the London News he is concerned fire emergency calls are held up because of the police department’s role in monitoring all calls coming into the centre on 911 lines.
The police can get to fire emergencies faster because their equipment is rolling 24 hours a day but to what benefit is questionable. Sometimes , “the police cruisers get in the way!~” said Chief Wills.
All fire personnel are concerned the public may not use 911 strictly for emergencies, which allows critical situations to worsen if immediate remedial action is not taken.
