A new 911 system is rolling out across B.C. Here's what you need to know - CBC

The CRTC has mandated 911 services across Canada to switch to a new system. (Michael Heenan/CBC)Social SharingA new 911 system started rolling out across B.C. last week, replacing decades-old infrastructure with what officials say will lead to a faster, more effective way to communicate with callers.

Next Generation 911 will replace Canada’s old analog infrastructure with a new digital network, according to E-Comm 911 interim president and CEO Nancy Blair. 

"This is really the first step to a more modern 911 system," Blair said. 

According to statistics from E-Comm 911, the provincial 911 service receives more than two million calls per year. 

About 97 per cent of the calls this year have been answered in five seconds or less, about the same as the last five years, according to E-Comm. 

The CRTC (Canadian Radio-television and Telecommunications Commission) mandated the switch to a new system as a way to ensure quick, more accessible communication in emergencies across the country. 

If you call 911 in the coming weeks, you probably won’t notice much of a change at all, Blair said. 

As usual, when you call 911, a call taker from E-Comm 911 will help direct your call to police, fire or ambulance, whichever is most appropriate. 

E-Comm 911 answers more than two million calls per year. (E-Comm)

The main difference, she said, is that if you happen to call 911 by accident, someone will call back to confirm whether you need help or not. To ensure caller safety, the number won’t show up as 911 — instead, it will display as a standard 10-digit number.

"This new system is really meant for the many, many pocket dials that happen," Blair said. 

One day, the new system will allow people to text with 911 operators in real-time so they can see every character someone types, Blair said, adding it could be a year or two before that capability goes live. 

RCMP say another new feature will be the ability to stream live video of the situation to 911 operators, giving them a visual of what’s going on. 

It will also give 911 operators a more detailed look at exactly where the call is coming from. 

"Right now we have a general sense of where you are when you phone 911, but in the future we'll really be able to pinpoint it. If you're on the 10th floor of a building, we'll know that you're phoning from the 10th floor," Blair said. 

"This is a digital line which paves the way for a lot of new ways to reach 911 in the future."

The switch to a digital network raises security concerns, Blair said, adding that there has been a real push to ensure backup systems are in place in the event of an attack. 

"We've invested in a lot of monitoring and are working with the province on making sure that it is a secure system," she said.

She said a digital network is more safe from natural disasters than the older technology, which could be physically impacted. 

If something happens, a 10-digit phone number will be made available to connect people to 911 services, Blair added.

The rollout of Next Generation 911 is gradual. Earlier this week, B.C. RCMP headquarters in Surrey and the Vancouver Island district started using the system. Later this week, the north and southeast districts will join, and local detachments in Coquitlam and Langley will join early next week.

RCMP say the phased approach allows for smoother migration to the digital system.

Courtney Dickson is a journalist with CBC News based in Vancouver, covering stories throughout B.C. She has previously worked for CBC in Kamloops and Toronto. She has won Radio Television Digital News Association awards locally and nationally, and in 2022, won a Webster Award.