System carries an annual $1.5 million price tag, prompting questions why cost isn't part of police budget

Edmonton’s integrated call evaluation dispatch system is helping connect callers with the services they need, but to make it a full 24-7 service would require some agencies to expand their hours of operation and some councillors are wondering why the Edmonton Police Service (EPS) doesn’t pay for it itself.

An update on the co-ordinated emergency call service was heard by the community and public services committee on Monday. The virtual service takes incoming non-emergency calls and evaluates what they need, be that police, ambulance, mental health, or a 311 call. It has an annual budget of $1.5 million. Non-emergency calls made to 911 are re-routed to the police’s non-emergency centre, which can then pass calls on to integrated system.

However, Ward Anirniq Coun. Erin Rutherford questioned why the city is paying for what she said should be a basic service provided by EPS.

“I don’t know how that is not an integral part of EPS’ daily operations to be responsive, integrated and co-ordinated with other service providers to triage and address calls,” she said. “I don’t understand how community safety and well being, in addition to the funding formula, is needed to meet those objectives and I don’t think I got a clear answer today.

“It should be a part of our standard customer service. Any Edmontonian wants to know when they call 911 they’re going to get help. But 911 includes fire, peace officers, EPS and things like 24-7 crisis diversion. Of course we expect all those to work together, the question is does it need additional funding or should it be standard operating procedures in the current funding formula?”

Aside from connecting people with services that aren’t operating 24-7, another challenge the report highlighted is limitations on how information can be shared — paramedics, Edmonton Fire Rescue Services and 211 each have their own individual database and privacy laws prevent them from sharing information, which can hinder attempts to connect a caller with the appropriate service — an issue which has become apparent with repeated callers dealing with mental health concerns.

A third challenge is differences in call capacity between call centres. Keeping staff on the payroll with a fixed budget which doesn’t adjust for inflation could also challenge the project in the future — the initial project called for 16 employees but the integrated call evaluation dispatch system currently employs 14 full-time workers with two specifically focused on call diversion and the remaining floating between integrated and normal emergency 911 calls.

Ward Sspomitapi Coun. Jo-Anne Wright wondered aloud if the province should step in with funding.

“I think we’re getting some results, I just wonder if its the best we can do?” she said. “There’s a need for it, I’m just not sure the City of Edmonton emergency dispatch should be the one handling those non-emergency calls which are more for social services.”

The integrated call evaluation dispatch system should not be confused with the United States agency I.C.E., which does not operate in Canada. Ward Ipiihkoohkanipiaohtsi Coun. Jon Morgan suggested the name should be changed because it gives an air of aggressiveness in light of recent events in the U.S.

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