911 COMMUNICATIONS
When should I call 911?
You should call 911 anytime you believe there is an emergency. This could include but not be limited to fire, medical emergency, a crime in progress or an impaired driver. If you are unsure whether calling 911 is appropriate for your situation, call 911 and the 911 dispatcher can assist you.
Who am I talking to when I dial 911?
When you dial 911 within the Northeast Avalon, the 911 call is answered by a member of the St. John’s Regional Fire Department. The 911 Communication Center, housed at Central Fire Station is located at 5 Fort Townshend, St. John’s, Newfoundland Labrador.
What areas of the province are covered by the SJRFD 911 Communications Center?
The SJRFD 911 Communications Center answers 911 calls for the following communities:
- St. John’s
- Mount Pearl
- Paradise
- Petty Harbour/Maddox Cove
- Conception Bay South (CBS)
- Torbay
- Bauline
- Flatrock
- Pouch Cove
- Portugal Cove – St. Philips
- Logy Bay Middle Cove Outer Cove
- Witless Bay
- Bay Bulls
How does a 911 call work?
When you call 911 to report an emergency, the 911 dispatchers will answer with “911 Emergency, do you need police, fire or ambulance”.
If your call is police related, you will be immediately transferred to either the Royal Newfoundland Constabulary (RNC) Communications Center or the Royal Canadian Mounted Police (RCMP) Communication Center depending on the location of your emergency.
If the call is medically related, you will be immediately transferred to the Eastern Health Medical Communication Center.
It is important that you stay on the line until a police or ambulance dispatcher answers the call.
Although the 911 dispatchers are the initial call takers, they also function as Fire Dispatchers for the St. John’s Regional Fire Department for fire and rescue services. Once the call is determined to be fire or rescue-related, the 911 dispatcher will assume the role of fire dispatcher and will ask you necessary questions in order to determine the appropriate response.
What should I do if I call 911 by mistake?
If you call 911 by mistake, do not hang up. Stay on the line and tell the 911 dispatcher that you called 911 in error and there is no emergency. If you hang up before the 911 dispatcher speaks with you, he/she will try to get in contact with you to ensure that no actual emergency exists.
One common misperception that people have when dialling 911 accidently is that they will be in trouble. This is not true!! Our only concern is ensuring you are okay.
What number do I call for non-emergency assistance?
The 911 Communication Center has a non-emergency line accessible to the public. If you require non-emergency assistance, please call 709-722-1234. Some examples of non-emergency calls would be:
- Testing of a fire alarm
- Reporting school fire drills
If there are other non-emergency numbers that are answered by the same 911 dispatchers, why do I need to dial 911?
The 911 phone line is for any/all emergency calls and therefore is given first priority over our non-emergency lines.
Can the 911 Communications Center communicate with the speech-impaired and hearing-impaired?
Yes. 911 dispatchers are trained in the use of a Text Telephone (TTY) and Telecommunication Device for the Deaf (TDD). It is not necessary to dial a separate number for TTY/TDD calls or to place these calls through a relay service. If you need help, just dial 911. The telephone system will recognize the TTY/TDD call and your call will be handled as quickly and efficiently as calls placed by non-impaired callers.
When calling 911, what information will the 911 dispatcher need from me?
Our 911 Communications Center currently does not have E-911 which means we cannot see the location where you are calling from. Therefore the most important information to have ready is your location! If you do not know the address of your location, look around to see if there are landmarks such as a school, a sign, or the name of a nearby street. Any information will help us determine your location.
My business received a call from your 911 Communications Center asking for updated business name/location and emergency contact information. What is that for?
Our 911 dispatchers have been contacting businesses on the Northeast Avalon requesting updated business names/locations and emergency contact information so that if there is ever an incident in your building or establishment, they will have the appropriate address and can contact you or a designate to respond to the building.
It is recommended that you maintain an accurate list with the 911 Center therefore if there is any change in your business name/location or emergency contacts, please contact us at 709-722-1234 and we will ensure you are sent the appropriate form to fill out.
I use a cell phone all the time. Can I dial 911 from my cell phone?
Yes you can make 911 calls from a cell phone. However a cell phone cannot give us your location so the most important information we will need is the location of the emergency.
A 911 dispatcher may also ask for your cell phone number for the following reasons:
- if you are disconnected, the 911 dispatcher has a number to call you back.
- pay-as-you-go disposable phones cannot be traced to an owner’s name and home address therefore if you are disconnected and there is no phone number to call you back, we cannot trace the owner of the phone.
Telling us the location of the emergency is the most important thing to remember!
What can I do to prepare myself for a 911 emergency?
Make sure that everyone in your household knows the civic address of your home, especially children. The best thing to do is post it next to the phone.
If you are travelling, always be aware of your surroundings such as a landmark, a street sign or schools. When travelling on the highway, always be aware of the communities in which you are passing. Any information you can provide on the location of an emergency is helpful.
Where can I get more information about 911 in the Northeast Avalon?
For any questions or enquiries, you can contact us at (709) 722-1234. We would be more than happy to assist in any way we can.