The union representing medical dispatchers in Nova Scotia has expressed concerns over the frequency of issues in getting ambulances to emergency calls. They cite inadequate staffing, training, and the use of outdated maps in a new dispatch system as factors contributing to delays in emergency response. Jeff Callaghan, the national director of the Canadian Union of Postal Workers, which represents Nova Scotia medical dispatchers, emphasized that incidents like the one in February in Halifax, where paramedics took 40 minutes to arrive despite urgent calls from police, are not isolated occurrences.
The Serious Incident Response Team (SIRT) report detailed the incident on Feb. 22 when police responded to a mental health crisis in Halifax’s Fairview neighborhood. Despite repeated requests for medical assistance, paramedics were not assigned to the call until 8:20 p.m., leading to a delay in response. The SIRT report highlighted communication challenges between police and EHS dispatch systems, exacerbated by the use of a new dispatch system with an artificial intelligence component.
Callaghan noted that staffing shortages at the communications center contribute to delays in dispatching ambulances. He mentioned issues with calls being queued without immediate dispatch, leading to prioritization based on perceived urgency. The introduction of a new dispatch system in January 2025 raised concerns, including the use of outdated maps that hinder locating callers accurately.
Kevin MacMullin, business manager of the International Union of Operating Engineers Local 727, echoed concerns about ambulance dispatching delays due to staffing issues and high call volumes. He emphasized the need for seamless communication between emergency response systems to improve response times and coordination.
Emergency Medical Care Inc. (EMC), the company managing the dispatch system, stated that efforts are ongoing to enhance communication and response processes. The company highlighted the hiring of over 120 personnel since January to bolster medical emergency services. Further investigations into the February incident have been suggested by MacMullin, but EMC did not provide further comments on the matter.