The Winnipeg Fire Paramedic Service is taking a hard look at the number of people who work in its 911 call centre. It’s looking for a consultant to analyze its 911 communications staffing levels. A request for proposal says the successful bidder would review several factors, including vacancies, absenteeism, overtime and workloads. They would also determine the staffing levels needed to safely run the centre, and figure out if the current number of full-time employees per shift is sufficient. Right now, target staffing levels vary between 11 and 12 employees per shift, with 12 consoles — six for dispatch, six for taking calls. Last year, the 911 centre took around 275,000 calls, as emergency crews responded to more than 136,000 separate incidents. That number has steadily increased since 2020, when it was around 104,000. WFPS Deputy Chief Tom Wallace says the nature of the calls is also becoming more complex and serious. “As demand continues to rise, it’s important that we look at our staffing so we can continue to serve residents and support the health and wellness of our members,” Wallace said. CUPE Local 500, the union representing some of the employees at the 911 centre, welcomes the review. President Patrick Troughton says he hopes it leads to an increase in the complement, as call-takers are dealing with burnout. “The members have been bringing forward to us that there is a critical shortage and that there’s issues that they’re facing.” Technology could also put pressure on staffing requirements. A new 911 call system in 2027 will allow people to send real-time videos and texts. “We definitely think that that will most likely increase the demands of staffing,” Troughton said. The funding available for the contract is $150,000. Bidders have until Oct. 16 to submit their pitches.
