KITCHENER FIRE DEPARTMENT LAUNCHES NEXT GENERATION 9-1-1
On Oct. 23, the Kitchener Fire Department implemented Next Generation 9-1-1 (NG9-1-1), a fully digital upgrade to the traditional emergency network that improves reliability, accuracy and system resilience.
Kitchener Fire is among the first fire Public Safety Answering Points (PSAPs) in Ontario to implement this new system.
NG9-1-1 provides more precise caller location and phone number information, enhanced cybersecurity, expanded backup redundancy in the event of a system failure, and the capacity to support future digital technologies.
Robert Gilmore, deputy fire chief for the City of Kitchener, said the upgrade represents a major shift in how the public connects with emergency services.
“For three decades, our Emergency Communications Centre has served this community well, but NG9-1-1 will ensure we are ready for the next generation of challenges, with faster, smarter or more resilient service,” Gilmore said.
Jamal Alam, the City of Kitchener’s Program Manager of Fire Systems and Projects, said the infrastructure behind 9-1-1 has fundamentally changed.
With the switch to NG9-1-1, the department has replaced traditional telephones with computer-based softphones. Operators now use touchscreen monitors and digital keypads to handle calls, search contacts and access speed dials. The updated system displays caller location and call type and adds new phone lines and customer service features.
The shift is part of a national transition mandated by the Canadian Radio-television and Telecommunications Commission (CRTC).
All telecommunications providers must update their networks to NG9-1-1 voice services by Mar. 31, 2027. Across Canada, 226 PSAPs are required to migrate.
“We’ve transitioned to an IP-based infrastructure that provides more reliable services and better interconnectivity between emergency services,” Alam said.
“People calling 911 won’t notice a change, but the tools available to operators will help them serve the community more effectively,” he said.
The Kitchener Fire Department looks forward to receiving fire or incident reporting from NG9-1-1. The data will allow the department to use advanced analytics to better understand their call volume and the types of incidents they are dispatching in the community.
“With technology changing so rapidly, all emergency services need to understand and use these tools,” Alam said.
“At the Kitchener Fire Department, aside from NG9-1-1, we are transitioning many forms from paper to digital. We continue to lead the way in implementing technology for our staff,” he said.
Funding for NG9-1-1 transitions is available through the Ontario Ministry of the Solicitor General, which allows PSAPs to apply for grants to purchase equipment and support staffing costs for the project.
“NG9-1-1 aside, we are fortunate to have funding available for new tools and upgrades,” Gilmore said.
Kitchener Fire’s Dispatch Emergency Communications Centre provides call-taking and fire dispatch services for Kitchener, Cambridge, Waterloo, Woolwich, Wilmot, Wellesley, North Dumfries and Stratford.
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