• The WFPS Communications Centre is responsible for coordinating and dispatching all emergency and non-emergency calls for service for EMS and Fire calls originating in Winnipeg. 23 ambulances and approx 59 fire resources and two MIRV’s buses are used by the two dispatchers daily.
• Advanced booking of non-emergency calls is encouraged and can be accommodated up to thirty-one days in advance of the date on which service is needed. Transfers with destinations out of the city are not coordinated by our Center.
• In 2007 the Winnipeg Fire Paramedic Service implemented a major change to the Communications Center and merged the two dispatch centers of Fire and EMS.
• The call taking and dispatch CAD System is locally developed by Lynx Graphics and is integrated with an enhanced 9-1-1 Sentinel telephone system.
• The Winnipeg Fire Paramedic Service is a secondary public safety access point. Winnipeg Police Service triages all initial 911 call and routes call to us for Fire or EMS assistance. We dispatch to calls for service for the City of Winnipeg up to and including the Perimeter Highway, St Norbert and Grand Pointe area.
• An Automatic Vehicle Location (AVL) System using Satellite technology is an integral part of dispatching all our Fire and EMS vehicles. The AVL System is able to continuously track the exact location of all emergency vehicles, thus allowing the dispatch of the closest, most appropriate, ambulance or fire apparatus to the incident. A video display screen located on the dispatch consoles allows dispatch personnel to monitor unit status and location of all vehicles in the system. The radio system is MTS Motorola Fleetnet. This trunked radio system allows contact with outside agencies to assist with mutual aide.
• The system design includes dispatches to Electronic Patient Care Reports (E-PCR) to all EMS vehicles and a tough book display to supervisor vehicles. The Communication Centre sends calls electronically to the station monitor/printers in all halls, and for processing at administrative locations.

• The Center is staffed 24 hours a day, 7 days a week, 365 days a year. The minimum number of personnel on duty at any one time is 5; typical shift staffs 7 and 1 Communications Center Supervisor. All shifts are two 12-hour days followed by two 12-hour night shifts and with 4 days off on a rotating basis.
• The communications Operators Call taker responsibilities include: obtaining the address or location of the emergency, the telephone number of the caller, the nature of the problem and assigning the dispatch priority. Everyone who works in the Communications Center takes 911 calls.
• Dispatchers are responsible for maintaining emergency coverage throughout their area, and the areas surrounding the City of Winnipeg. They monitor and facilitate field Fire and Paramedic staff, handle inquiries and coordinate efforts with allied agencies.
• Winnipeg Fire Paramedic Service provides in-house, intensive training for our staff. Each person has undergone specific training for the Center and must complete our intensive 2 month, 340 hour- 911 Communications Course. This includes intense practice scenarios and real time call evaluations with a training supervisor.

All calls for service are determine by call priority through the use of the National Academy of Emergency Dispatch System (NAED), an expert system used to identify the nature and seriousness of the call. Using the NAED questioning sequence, the call is evaluated and the appropriate response option selected. Once this is done, the ambulance or fire dispatch screen is updated and the ambulance or fire dispatcher relays the details of the call to the responding crews. The call taker may stay on the line with the caller and provide pre-arrival assistance and support. This assistance may include providing the caller with instructions for Cardiopulmonary Resuscitation (CPR), Providing ASA for chest pain patients, the Heimlich maneuver for a choking patient, or coaching in the delivery of a baby.

The medically trained call takers provide emergency medical instructions and emergency fire assistance over the phone to any EMS or Fire emergency while department units are en route to the scene.

• To help meet the challenges of the diverse calls coming into the center, WFPS staff complete ongoing education to stay prepared in the unique and complex area of 911.
• Recertification for the medical or fire protocols requires 24 hours of CDE every two years. For those holding more than one certification, a sliding scale applies.
• Recertification for Medical Technician licensure is every three years. Communications Operators apply for re licensure under Alternate Route to Medical Licensure overseen by Province of Manitoba Emergency Health Services.