Location, Location, Location
| Break and Enter | Structure Fire | Suspicious Person |
|---|---|---|
Real estate isn’t the only place where location counts. For emergency services it is critical. In fact, it will be the first question police, fire or ambulance call-takers will ask.
Knowing your exact location is always important no matter which phone you use to call 9-1-1. But, if you are using a cell phone or internet phone, it’s paramount.
In Canada, the only phones that automatically provide address/location information to 9-1-1 centres are landlines (the wired phones found in homes and businesses).
Landline, Cellphone or VoIP…How does your telephone choice affect the information supplied to 9-1-1?
Landline (Wireline phones)
In Canada, most emergency call centres operate with “Enhanced 9-1-1” service. What this means is that when someone dials 9-1-1 from a landline (a wired home or business telephone), the 9-1-1 call taker receives the name, the phone number and the address associated with that telephone. If for some reason the call is disconnected, a caller hangs up or cannot communicate their location, police can still be dispatched to the address to help. Remember that for many businesses, only the building address will be displayed. It’s a good idea to always be aware of floor and suite numbers.
Cellular Phones
The only information a 9-1-1 call-taker receives from a cellular phone is the phone number associated with the wireless device and the address of the cell tower handling that call (not the caller’s location).
When you make a 9-1-1 call on a cell phone, you are sending signals through the air. The tower that picks up your phone's signal may or may not be near to where you are located. While this technology (Wireless Phase I) makes it possible for 9-1-1 call-takers to return the call if the wireless/cell signal is lost or interrupted, it doesn’t provide specific information about the location of the caller. This is why it is critical for callers to provide their exact location to 9-1-1 call-takers as soon as they are asked for it.
In Canada, the CRTC has required all wireless service providers to implement something called Wireless Phase II. This means wireless/cell phone service providers must supply both call-back numbers and more precise location information to 9-1-1 call centres. Although exact locations cannot be pinpointed through any wireless technology, Wireless Phase II provides a more focused and manageable search area by providing the latitude and longitude of the caller (to within 50 or 100 metres in many cases) if a caller cannot communicate or identify their exact location. The CRTC has ordered this technology be in place by February 1, 2010.
Voice over Internet Protocol (VoIP)
VoIP is a technology that allows users to have voice conversations over the Internet (also known as Internet phones). At present, the vast majority of VoIP systems in Canada do not provide caller name, phone number or location information to 9-1-1 call centres.
Many of these systems may look and function like a traditional telephone service, but there are important differences when it comes to 9-1-1 features and functionality. We recommend you make an informed decision before purchasing any VoIP service and to fully understand any limitations your provider may have with regard to dialing 9-1-1.
Most VoIP providers route emergency calls to a third-party call centre as their systems are not capable of routing calls directly to the local 9-1-1 centre. In other words, your call does not get delivered directly to a 9-1-1 centre: it goes to a third-party call centre, where that operator will confirm your location and in turn, route the call to the appropriate 9-1-1 call centre. Many VoIP services require subscribers to keep their location information current. If their system does not have your current address, their operators could send your call to the wrong 9-1-1 call centre. Please check with your provider on what the process is and keep your information current.
Considering giving up your landline at home?
- If you rely on only a cellular or VoIP phone at home, be aware that your location information will not be provided to the 9-1-1 centre. Be prepared to provide this information yourself.
- Always be aware of where you have placed your cellular phone. You, your children and your visitors should be able to locate it at a moment’s notice.
- Always ensure your cellular phone is fully charged.
- Teach your children how to use cellular phones. Show them how to activate the phone and how to send a call..
Tips for calling 9-1-1, no matter which phone you are using!
- Know your location at all times and communicate it as soon as you are asked.
- You should know what city you are in, building or home addresses, cross streets, and any other information , like landmarks, that will help emergency personnel find you.
- Learn your compass directions (north, south, east, west).
- An exact street address is always best. Look at numbers posted on buildings around you. View the street signs for a more detailed description of the location.
- If you are driving, be aware of which road or highway you are travelling and any cross streets or highway exits. Look for landmarks or businesses that are very near to your location.
- It is a very good idea to post your address and phone number near your telephone. In an emergency situation is it easy to forget the most basic of information and it will also be helpful for visitors or babysitters.
If you have a choice between using a landline phone or a cell phone to call 9-1-1, the landline is always your best choice. The connection is more secure and the location data is available to 9-1-1 call-takers automatically.