Moncton's Esther Gordon says there are no boring days answering emergency calls

Stumble Upon

del.icio.us

Digg

Facebook

Print

Email

1 Comment(s)

There is much that we can do to enhance our 9-1-1 experience.

Enlarge Photo

VIKTOR PIVOVAROV/TIMES & TRANSCR

Esther Gordon works in the 911 dispatch centre in Dieppe.

The more specific we can be for the 9-1-1 operator in times of emergency, means saving precious seconds when time counts the most.

Esther Gordon has been a Telecoms operator for the past 14 years with The City of Moncton. Inspired by her Dad, retired fire captain Bill Gordon (she also has a brother, Greg Gordon, in the Moncton Fire Department) to apply for the job, she's never regretted her choice of career. Now an on-the-job trainer herself, she has just about heard it all -- and offers some very helpful suggestions when calling 9-1-1.

First of all, know your location of the instant -- in other words, know where you are when you are calling; be able to supply your telephone number and your name -- and most important of all know that help is on the way!

"We do have to ask these questions to prepare the officer to attend the call," she says. "(Also) so many people now have cell phones, but if you are at your residence and you do have a land line or there's a land line available -- use it first instead of the cell phone. The land line identifies your location and your phone number in the event that you are unable to speak, where a cell phone doesn't."

Equally as important is if you are calling for assistance while driving on the highway for instance -- know what highway you're on. Tourists don't have that advantage, but Gordon says that even those from the area often don't get it right.

"They could be telling you they're on Wheeler Boulevard, and they're on Vaughan Harvey or the Trans Canada Highway. Also, pay attention to the mile marker numbers and to your surroundings and landmarks."

That applies as well to where you work. If you have to use a cell because of an armed robbery or other unfortunate incident, know your work address and telephone number. When seconds count, that's crucial information.

As well, when making routine calls for assistance know your local police department phone number.

"9-1-1 is not directory assistance, nor is 9-1-1 the police. Know which RCMP detachment and which fire department would respond to your residence if required. We kind of give the example that people living in Irishtown might call Moncton, and there are streets in Irishtown that are the same as Moncton. So really know what community you're calling from. Be specific, and that if you are new to the area know your home address and which city or community that you're living in."

We all have a part to play in a quick and efficient response, and remembering that 9-1-1 is an emergency number is also key. A broken watermain is a matter for Public Works, a power outage will be looked after by NB Power, and if you come across a dead deer -- call DNR.

Also calling the police number for road conditions, parade time, when the fireworks will begin -- or anything else that may be happening, ties up the line unnecessarily.