IQALUIT
Iqaluit has revamped its emergency dispatch service so that dispatchers now ask a series of standard questions when answering a call, and trained staff guide callers to help in certain situations.

Steve Allen works at Iqaluit's dispatch centre in 2013. The city's dispatch service has made changes to the way emergency calls are handled. - NNSL file photo

In the 30 days since the city's seven full-time and three part-time dispatchers completed the training, deputy fire chief Nelson Johnson said they've have helped callers deal with someone giving birth, a person experiencing cardiac arrest, a near-drowning and choking.

"It's been beneficial just in the first 30 days," Johnson said in an interview Feb. 15.

Previously, dispatchers would answer the phone call, take information from the caller through questions that weren't standardized, send the information on to emergency crews, give some brief advice to the caller and then disconnect.

That meant two different dispatchers could have asked different questions and wouldn't necessarily stay on the line.

Now, the dispatcher will ask a set of four questions to get information about the caller, location and nature of the emergency. The dispatcher can send help without leaving the call and can provide life-safety advice. The dispatcher stays on the phone with the caller until emergency personnel arrive, unless they are dealing with a high number of calls, which could mean disconnecting sooner. The department's average response time is four minutes.

"We can have a profound effect on the outcome of the situation even before the responders are there," Johnson said. "These protocols allow them to talk the caller through performing things such as CPR, delivering a baby, how to use an automated external defibrillator or to handle a choking incident or severe bleeding."

In the case of a fire, he said they could offer advice on how to remove other people from danger.

Johnson said the changes came about to better its service for the city's growing population.

It won't require extra staff, but he said there will be a higher cost to the city for training, which any new staff would need.

Johnson said the department hasn't had any negative feedback yet, though they're still adjusting to the new system and addressing issues as they arise.

The city is the only community in the territory with the enhanced service, according to a news release.

"It's good for the members because it makes their job so much easier," said Jack Bourassa of the Public Service Alliance of Canada, which represents unionized city firefighters through the Nunavut Employees Union.

"Both members (of the union) and the community both benefit from this," he said.

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