Alarm Processing & Dispatch
Our Division of Communications provides the vital link between the public and the Fire Department in times of emergency. The division operates from a new, state-of-the-art facility located adjacent to the 9-1-1 centre in the Peel Regional Police headquarters building.
The division consists of one Division Chief, one Communications Co-ordinator, one Communications Technician, and 13 Communications Operators.
The duties of this division include:
- Receive emergency calls from the general public
- 9-1-1 operators
- other agencies (police, ambulance, etc.)
- Alarm monitoring companies
- Determine the nature of an emergency call
- Provide life-saving advice to emergency callers
- Dispatch emergency fire apparatus
- Notification of other agencies
- Record current status of all vehicles
- Use of computer aided monitoring systems (CAM)
- Use of computer aided dispatch systems (CAD)
- Log all verbal radio communication
- Contact and update senior officers
- Aid in accountability and incident command procedures
- Maintain run statistics
- Maintain Ontario Fire Marshal reports
- Maintain all station and vehicle radio systems
- Maintain station report computers
- Other duties, as required
Communications Operator Brenda Speers working at a dispatch console
The 911 System and How It Works
The 9-1-1 system is operated by the Region of Peel. It is available in all areas of the region. The
region uses an enhanced 9-1-1 system so your phone number and address are automatically
displayed when you call. They also operate on the "Tiered Response" system, whereby all
appropriate agencies are notified automatically for a particular response. This is why you may get
Police and Fire showing up when you have only requested an ambulance, for example.
Please review this important information concerning the 9-1-1 emergency system. You could help to save someone's life!
What is 9-1-1?
9-1-1 (nine-one-one) is the emergency telephone number which connects you to Police, Fire or Ambulance in an emergency situation. Calling 9-1-1 helps you reach emergency services when you need assistance as quickly as possible.
What is an Emergency?
A situation where the safety of people or property is at risk and requires immediate assistance. Examples of a 9-1-1 emergency include: a fire, a crime in progress or a serious medical emergency.
What is Not an Emergency?
It is not an emergency when the situation is not dangerous and immediate action is not necessary. Examples of non-emergency situations include: an automobile accident where an injury has not occurred, after a crime has been committed and the offender has left the scene, and follow-up on an auto theft report.
If the situation is not immediate or life-threatening, call the non-emergency numbers listed in the right hand column.
What happens when you dial 9-1-1?
When you call 9-1-1, your phone call is answered by professionally trained emergency communicators who will connect you with the service you require. In order for them to assist you, you will be asked some basic information.
REMEMBER- You MUST try and remain calm, while calling, in order to give all required information quickly and correctly!
You will be asked:
What service is required - Police, Fire or Ambulance?
Where is the emergency - be prepared to give the full street address and apartment number and the city or town. This is important because similar street names occur in different areas of the region.
The call is then connected to the Police, Fire or Ambulance service according to the information you have supplied. The emergency communicator at this location will send emergency assistance and confirm the details of the emergency with you.
If you cannot speak or understand the communicator:
The 9-1-1 telephone system has an Automatic Location Identification System (ALI) and an
Automatic Number Identification System (ANI) which tells the emergency communicator your address and telephone number. If you are calling from a non-cellular phone and no response is received, the emergency communicators will still be able to send assistance. This feature is not available with cellular or other wireless telephones.
If language is a problem, you will be promptly connected to an interpreter.
How to Use 9-1-1
At home - DIAL 9-1-1.
At a pay phone, no money is needed - DIAL 9-1-1.
At a business or office, check to see if you need to dial an outside line first, BEFORE dialing 9-1-1.
On a cellular phone, DIAL 9-1-1 and tell the emergency communicator your location, including the city or town.
To access T.D.D. (Telephone Device for the Deaf), DIAL 9-1-1 and press the spacebar until a response is received.
If you do not speak English, DIAL 9-1-1, stay on the phone and an emergency communicator will quickly connect you with a telephone translation service which can access 156 languages.
Avoid pre-programming 9-1-1 into your auto-dial system. Experience has proven that it is often the cause of mis-dialed calls which unnecessarily burden the system. There is also no significant time saving resulting from pre-programming, and in fact, there is a greater potential for dialling error!