Gatineau's 9-1-1 Emergency Centre is now certified by the ministère de la Sécurité publique
Gatineau, June 15, 2021. –
The Service de police de la Ville de Gatineau (SPVG) has received its certificate of compliance from the ministère de la Sécurité publique (MSP) for its 9-1-1 Emergency Centre (CU 9-1-1). This certification crowns the SPVG's efforts to meet the requirements of the Civil Protection Act
|●||This certificate of compliance acknowledges the fact that CU 9-1-1 has met the requirements under the Civil Protection Act and the Regulation respecting standards, specifications and quality criteria applicable to 9-1-1 emergency centres and to certain secondary emergency call centres.|
|●||To obtain this certification, Gatineau's CU 9-1-1 required extensive work and investments, particularly in terms of its budget and human resources.|
– It should be noted that certification touches on numerous aspects, including training, staffing, quality control, equipment and the buildings housing the Emergency Centre.
– The upgrades, which came to close to $1.1 M, were completed in mid-April 2021.
|●||This certificate provides the means to:|
– ensure the quality of services provided and the continuity of operations;
– standardize practices; and
– set quality criteria for the buildings, equipment and software applications used.
|●||This certification will be valid for two years, at which point it will have to be renewed. |
– The new statutory provisions came into effect on December 30, 2010. The certification of Quebec's CU 9-1-1's started in 2012.
– The steps required to comply with the government's standards were initiated in 2013 by the SPVG, but intensified starting in 2017.
|●||Thanks to this certification, CU 9-1-1 employees are now exempt from liability for any harm that may result from their interventions, except if the harm is due to gross or intentional negligence on their part.|
Gatineau's CU 9-1-1
|●||Gatineau's 9-1-1 Emergency Centre is the first link in a long chain of emergency contacts between residents, police, firefighters and paramedics. |
– At the end of line, the agents orchestrate a vast and complex chain of interventions (taking incoming calls, creating call cards, assigning calls to first responders, assisting callers until emergency services arrive, etc.
– They combine active listening, compassion, stress resistance and cool heads.
|●||Approximately 65 people currently work for the CU 9-1-1, including managers (3), trainers (2) and agents (35 permanent and 25 temporary).|
|●||The agents respond to close to 1,000 calls a day for an average of 365,000 calls annually. |
– In 2020, in large part due to the pandemic, that number rose to close to 440,000 calls.
Quote from SPVG Chief of Police Luc Beaudoin
“Restructuring efforts and extensive structural works required to obtain the certificate of compliance from the provincial government involved collaboration among several Gatineau municipal departments over a number of years, as well as the ongoing commitment of many employees. I am proud of what we accomplished, and confident that the last few years' efforts have led to a more efficient emergency intervention chain, quality services to residents throughout the territory and a decrease in the risks inherent in handling emergency calls by improving the process of managing those emergency calls.”
CU 9-1-1 de Gatineau
Centres d'urgence 9-1-1 – Gouvernement du Québec
Centre d'urgence 9-1-1 de Gatineau