Valuable police resources wasted on non-emergency 9-1-1 calls

(HURON COUNTY, ON) – Pocket dials from cell phones and accidental 9-1-1 misdials continue to be a problem for many police services, including the OPP. 

Over five per cent of Huron County OPP’s calls for service in 2015 were for 9-1-1 calls that were non-emergencies.
 

A closer look at Huron OPP’s nearly 1,000 non-emergent 9-1-1 calls identifies pocket dials and accidental dials as the main source, accounting for a staggering 75 per cent of these calls. Children playing on the phone, line transmission problems, callers looking for other agency numbers and road condition updates accounted for the remaining 25 per cent.

          

“Pocket dials and accidental 9-1-1 dials continue to be an issue for emergency responders," says inspector Jason Younan, detachment commander, Huron County OPP. "Everyone needs to know that the misuse and abuse of the 9-1-1 system may result in a slower OPP response to a real emergency, risking the safety of people who may need urgent help. And furthermore, a significant amount of our valuable and limited resources is utilized every day responding to pocket dials and accidental 9-1-1 calls. With some additional education and awareness on this issue, we hope to see a reduction in these ill placed calls.”

A large number of the accidental calls to the OPP provincial communication centre is attributed to people trying to call overseas, checking voice mail or touching a pre-programmed 9-1-1 button on their phone. In one case, a caller reported her cat stepped on the phone to make the emergency call. 
 

Be advised, once the call is placed, it is absolutely imperative to stay on the line and tell the call taker what happened. If you hang up the phone, an operator will call back to ensure the caller’s safety. Also, an OPP officer will be dispatched to every identifiable location of all 9-1-1 calls to ensure the safety of the person who made the call. Don’t hang up if you dial in error; stay on the line!
 

Pocket dials are those calls that occur when a cell phone is left insecure in a location, such as a pocket, handbag, purse or backpack. These frequent calls often result in officers spending a significant amount of time trying to track down the caller, particularly when the call is placed from a mobile vehicle. 
  

So what can I do to avoid pocket dialing?
 

• Carry your cell phone in a holster.

• Ensure the keypad is locked. 

• Don’t make 9-1-1 part of your pre-programmed auto-dialing.

• Read your user’s manual and contact your cell phone provider to find out what options are available to “pocket-dial proof” your phone.  

Another common source of non-emergent 9-1-1 calls is young children playing on the phone. Community safety officers regularly speak to students about the 9-1-1 system and the importance of using the system properly. The Huron OPP urges parents to further reinforce the message that the phone is not a toy and that 9-1-1 should only be used for emergencies and crimes in progress.    
 

Huron OPP officers also received several calls last year from citizens looking for road and weather information and requests for service provider numbers. Far too often, people call police for taxis, to shut off the water, arranging for traffic control escorts and doctor’s office numbers. Do not call 9-1-1 for this information. Should you have a non-emergent policing matter, call the toll-free number at 1-888-310-1122. It is available 24/7, from anywhere in Ontario. 
 

If you have questions about information and services provided by other community, social and related government services, call 2-1-1 for service 24/7.
 

Please share this important message and do your part to help us reduce the number of non-emergency 9-1-1 calls. In doing so, our valuable policing resources won’t be wasted and you will keep the emergency lines open for those who actually need the immediate response of first responders.