 FAQs9-1-1 FAQs
Q: My parents were quite ill and they called 9-1-1 half a dozen times in the last year and they've always gotten through. Doesn't that mean it works just fine?
A: Well, yes and no. I'm willing to bet your parents called either during the daytime or on a week night - and not during a long weekend or major holiday. The most common times to reach the recorded message are during exceptionally busy evenings. With all the bad reports we've heard, we've certainly heard our share of good stories. We're not saying the call center doesn't work at all; we're saying it doesn't work all the time. It's very good to hear that your parents received the help when they needed it. However, we recently received two reports of people having to wait hours - and even a day - for help to arrive after phoning 9-1-1.
Q: Is it true that people have phoned 9-1-1 and the emergency vehicles have been sent to the wrong addresses?
A: Yes. As a matter of fact, we have a report of at least one being sent to the wrong city. One of the biggest disadvantages the current dispatch faces is the operators' lack of familiarity with our region. Keep in mind, these problems don't just happen in or around Cranbrook; they happen throughout the entire region the call center services. They tried to remedy this by trying to hire people from this area, but it was unsuccessful.
Q: Can I phone 9-1-1 to find out road conditions when my need to get somewhere is an emergency?
A: No. 9-1-1 is only for absolute emergencies that could involve death, a raging fire, serious crime and things like that. If your cat gets caught in a tree, call a neighbour. What you consider an emergency - and you're not dying - probably is not. One of the reasons Lynn could not get through to 9-1-1 the evening Tammy died is because people, with mainly stupid reasons, were phoning and tying up the lines at 9-1-1.
For a list of non emergency numbers you can call in the East Kootenays, visit this page.
Q: Why do I reach Kelowna when I phone the RCMP after 5pm and on weekends?
A: The RCMP dispatch was also moved to Kelowna in 2004. If you phone during regular "business" hours you will reach the local office.
Q: How many people answer the phones at 9-1-1 in Kelowna?
A: As for the total number of operators which are on duty at any given time, we don't have that information. However, currently there are three operators on duty at all times who answer calls from the East Kootenays. On the night Tammy was shot, there were only two on duty and one was on a break. A third operator was added in May 2008.
Q: Is it true that the 9-1-1 call center in Kelowna serves all of southern BC, except for the Vancouver area?
A: No. The South East District Operations Call Center serves only the south eastern portion of the province, which includes the Kootenays.
Q: I heard that 9-1-1 tours each new operator around the region he/she is going to serve. If that's the only time they get, how is it possible for them to be truly familiar with it?
A: It's simple - they can't. Trying to hire people from each area has been nearly impossible - and has not made a difference.
Q: If, when you phone 9-1-1, your name and number appears on their screen, why do they always ask you for it?
A: It's their policy. Get used to it. Besides, there is a growing number of people who either block their information or call from a cell phone. | 
