National Public Safety Telecommunicators Week recognizes Lethbridge’s 9-1-1 professionals

The first first responder you never see is the one who answers your 9-1-1 call. 

“You never know what’s coming next,” says Bev Bakker, Senior Training Officer with the Public Safety Communications Centre (PSCC). “But you know someone out there needs help and they’re counting on you to send it.”

During National Public Safety Telecommunicators Week (April 12-18), Lethbridge Fire and Emergency Services (LFES) is recognizing the Emergency Communications Officers in its PSCC. 

When someone calls 9-1-1, they are the ones who answer. They stay calm under pressure. They gather critical information. They send the right help quickly and support crews as the situation unfolds. 

“Our Emergency Communications Officers are a vital part of every emergency response,” says Joel McDonald, Deputy Chief of PSCC Operations. “This week is an opportunity to recognize their professionalism and commitment to our community.”

The PSCC is the region’s public safety answering point. It supports emergency response in Lethbridge and surrounding communities. It is a fast-paced environment where every decision matters and every second counts.

This year marks an important period of change for the PSCC team. 

Behind the scenes, staff are preparing for a new Computer-Aided Dispatch system and other technological upgrades. The improvements will support the upcoming transition to Next Generation 9-1-1 (NG9-1-1) and strengthen how emergency information is received and shared. 

“These upgrades are a major step forward for emergency communications in our region,” says Kevin McKeown, Deputy Chief of Communications and Strategy. “There is significant work underway to prepare our systems, our people and our processes for what comes next.”

National Public Safety Telecommunicators Week is also an opportunity to remind residents that they play a role in protecting emergency resources. 

Each week, the PSCC receives several pocket dials and automated emergency calls triggered by mobile devices reporting a hard fall or crash. Many of these alerts are accidental, such as a phone falling from a vehicle. When PSCC cannot reach anyone on a callback, and no one confirms that the call is not an emergency, crews are still dispatched.

If your device triggers an emergency call by mistake, LFES asks residents to close the loop by answering their phone when PSCC calls them back, or by calling the non-emergency line at 403-329-1225 as soon as it is safe to do so. This simple step helps keep emergency crews available for real emergencies. 

The PSCC processes more than 165,000 events each year, supporting Lethbridge and 23 surrounding communities in southwestern Alberta. 

During National Public Safety Telecommunicators Week, LFES encourages residents to recognize the 9-1-1 professionals who are always ready to answer the call when it matters most. Messages of appreciation can be shared on social media or sent to firedepartment@lethbridge.ca.  

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