9-1-1/Communications Centre

The 9-1-1 Communications Centre is staffed with a 9-1-1/Communications Manager, four Communications Supervisors and 12 Communicators, and is aligned to coincide with the four platoon system.

This Unit is responsible for the 24/7/365 operation of the Communications Centre in keeping with the supervisory and operational responsibilities mandated by the Ontario Police Service’s Act, as well as the 9-1-1 Operational Policy.

The Centre receives all 9-1-1 Emergency calls for the City of Peterborough, the Village of Lakefield and the Township of Cavan Monaghan and processes all police emergency and administrative calls for service, provides radio dispatch communications for officers on patrol, operates and does research on various computer databases, and monitors the internal and external security monitoring system for Headquarters.

In 2018 Communications staff answered 113,210 calls, not including the 33,081 9-1-1 calls received.

In 2018 the radio consoles in the communications centre were replaced with the new Symphony system, a system much more dynamic in both design and functionality. It includes updated features such as radio playback and integrated telephony capabilities including phone call playback and logging. As well as more extensive scrolling capabilities for unit and phone history logging. The console is also more interactive for ease of use.

In 2018 phase II of the upgrade to the security camera system was completed. Phase II saw the CCTV equipment relocated to the 9-1-1 Communications Office eliminating the requirement for backbone infrastructure between the IT room and the 9-1-1 office. It further helped alleviate the issue of the overcrowded IT room freeing up more space required for IT infrastructure.

In 2017 the Canadian Radio-television and Telecommunications Commission (CRTC) passed a decision that will change the delivery of 9-1-1 services in Canada, introducing NG9-1-1 (Next Generation 9-1-1).  All 9-1-1 answer agencies across Canada will have to be migrated onto the new platform no later than June of 2023.

A focal point for our Service’s communications in 2019 will be to start preparing for the different stages of NG9-1-1 readiness, which will allow the public to reach us in an emergency in an expanded way.