Lethbridge’s public safety communications centre transitions to new 911 network

Lethbridge Fire and Emergency Services has modernized its public safety communications centre, aiming to improve response times and coordination.

Lethbridge Fire and Emergency Services recently upgraded its Public Safety Communications Centre (PSCC) to a more advanced, state-of-the-art network.

Emergency Services IP Network — also known as ESInet — replaces aging analog technology that has supported emergency communications for decades.

“What this involves is no longer receiving standard 911 calls on old legacy copper line,” said deputy fire chief of communications of communications and strategy Kevin McKeown.

Instead, the new network provides “the opportunity to potentially, in the future, receive data such as pictures, video, increased and enhanced ability to locate the caller’s location,” McKeown said.

The old system was built around traditional analog phone networks. ESInet replaces that framework with a secure, internet-based digital network.

“It’s not so much a gap that was addressed as the natural progression of technology,” said Bev Bakker, senior training officer with the PSCC.

The transition is part of Canada’s nationwide modernization initiative led by the CRTC’s move to Next Generation 911.

The CRTC directed the move away from traditional analog systems in 2017 as emergency communications technology continues to evolve.

“It’s supposed to improve geo-location which will help us especially if you’re out in the countryside somewhere,” Bakker said.

“If you get a 500-metre radius versus a five-metre radius, that’s huge in locating callers.”

The new system will also provide a stronger connection to limit failures during outages or service disruptions. If one communications pathway fails during a major incident, calls will automatically reroute through alternate connections to keep 911 service available.

“This represents one of the most significant technological advancements in 911 since the first emergency call in 1968,” said Joel McDonald, deputy chief of PSCC.

“The transition to Next Generation 911 and the ESInet will modernize our emergency communications infrastructure to help us better serve the citizens of Lethbridge and our rural communities for decades to come.”

The PSCC handles more than 165,000 911 calls each year, including more than 100,000 non-emergency calls. The centre provides fire and police dispatch services for Lethbridge and 23 surrounding communities across southern Alberta.

“You pick up the phone, you call 911, you’re still getting answered immediately by our centre,” McKeown said.