9-1-1

Accidental calls to 9-1-1 are on the rise

Strathcona County’s Emergency Communications Centre has recorded a significant increase in the number of accidental calls to 9-1-1.

Read the media release

Last modified: Sept. 11, 2023, 3:09 p.m.

Call 9-1-1 to:

save a life
report a fire or
stop a crime

All calls placed to 9-1-1 must be answered; however, phones can get busy during a major emergency or if multiple people call about the same emergency. Calls may be put in a holding queue or be rerouted to another centre that is available to take the call immediately. Be sure to indicate which municipality you are calling from to ensure that your call gets sent to the appropriate communications centre. This is especially true if calling from a cell phone.

Know what is going on before you call

Be prepared to answer the follow:

What's the address of the emergency? If you are calling from a multi-family dwelling (e.g. senior's lodge, condominiums or apartment complex), know the name of the building and the room number.
What's the phone number you're calling from? Try to call from a land line if possible so the Emergency Communications Operator (ECO) can call you back if necessary.
What's the problem?
If the problem is medical related, the ECO will want to know how old the casualty is (approximately), what their level of consciousness is and if the casualty is breathing.
If the problem is fire related, the ECO will want to know if you and others are safe and out of danger.

You may be put on hold, but do not hang up. The ECO will come back and may ask more questions. Try to be brief. If you don't know the answer to the question, simply say that you do not know.

If there are special instructions on how to get into the building or to the location of the emergency, let the ECO know.

Land lines, cell phones and VoIP 9-1-1 service

1. Why is a land line more reliable than a cell phone?
Permanent link to Why is a land line more reliable than a cell phone?
Why is a land line more reliable than a cell phone?

Land lines are not subject to weak signals or poor reception. The address on a land line is traceable as well, which allows the ECO to quickly determine where the call is coming from. The ECO also has the ability to call you back if necessary.
2. What do I need to know when calling from a cell phone.
Permanent link to What do I need to know when calling from a cell phone.
What do I need to know when calling from a cell phone.

Be sure to know where you are. If you don't have an address, identify which municipality you're in, what highway/range road/or street you're on or what highway exit you just passed. Don't assume that your call will be answered by someone who is familiar with the community you're calling from.
3. Why do I have to state the municipality I am calling from?
Permanent link to Why do I have to state the municipality I am calling from?
Why do I have to state the municipality I am calling from?

Calls may be placed in a holding queue or routed to another centre that is available to take the call immediately. Therefore, be sure to indicate which municipality you are calling from to ensure that your call gets sent to the appropriate communications centre. This is especially true when calling from a cell phone.
4. What do I do if I call 9-1-1 by accident?
Permanent link to What do I do if I call 9-1-1 by accident?
What do I do if I call 9-1-1 by accident?
Do not hang up. Simply tell the 9-1-1 Operator that the number was called in error and that you are safe. You won’t be in trouble. If a call is placed to 9-1-1 and the caller hangs up, the police will be sent to investigate the call. If you accidentally hang up, answer your phone when the 9-1-1 Operator calls you back.

To prevent accidental 9-1-1 calls:
- Check the Emergency SOS settings on your phone or device. Features such as press and hold and repeatedly pressing the power button can trigger an automatic call to 9-1-1.
- Lock your phone or device before you put it in your pocket, purse or cup holder to protect it from accidentally calling 9-1-1.
5. What is VoIP telephone service as it relates to 9-1-1?
Permanent link to What is VoIP telephone service as it relates to 9-1-1?
What is VoIP telephone service as it relates to 9-1-1?

Voice Over Internet Protocol (VoIP telephone service) allows customers to make voice calls using an internet connection instead of a regular or analog phone line. There may be limitations of VoIP service including reduced 9-1-1 capabilities, the inability to track where the call is coming from, and interrupted service due to a power failure or disrupted internet connections.
6. Tips for VoIP customers regarding 9-1-1 calls
Permanent link to Tips for VoIP customers regarding 9-1-1 calls
Tips for VoIP customers regarding 9-1-1 calls

Verify that you can access 9-1-1 with your phone and post your address near your phone for quick reference.

Further information on 9-1-1 services for traditional wireline, VoIP and wireless phone service.

About the Strathcona Emergency Communications Centre

The Strathcona Emergency Communications Centre (ECC) provides 9-1-1 services and fire dispatch for a number of local communities. Our ECC is ISO 9001:2015 certified.

Emergency Services
Administration office Fire Station 6, 915 Bison Way, Sherwood Park
Administrative phone: 780-464-8468
Email: safety.educators@strathcona.ca
Emergencies: 9-1-1
Media inquiries interview requests

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9-1-1

Accidental calls to 9-1-1 are on the rise

Call 9-1-1 to:

Know what is going on before you call

Land lines, cell phones and VoIP 9-1-1 service

1. Why is a land line more reliable than a cell phone?

2. What do I need to know when calling from a cell phone.

3. Why do I have to state the municipality I am calling from?

4. What do I do if I call 9-1-1 by accident?

5. What is VoIP telephone service as it relates to 9-1-1?

6. Tips for VoIP customers regarding 9-1-1 calls

About the Strathcona Emergency Communications Centre

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