The union representing medical dispatchers in Nova Scotia has raised concerns about frequent delays in getting ambulances to emergency calls. Issues such as inadequate staffing, training, and the use of outdated maps in the new dispatch system have been identified as factors contributing to delays in emergency response. Jeff Callaghan, the national director of the Canadian Union of Postal Workers representing Nova Scotia medical dispatchers, stated that incidents like the one in February in Halifax, where urgent calls went unanswered for 40 minutes, are not uncommon.
The Serious Incident Response Team (SIRT) report detailed an incident on Feb. 22 in Halifax’s Fairview neighborhood, where a man in a mental health crisis required medical assistance. Despite repeated requests from police, paramedics did not arrive on the scene promptly due to miscommunication and a lack of assignment to the call. The delays highlighted in the SIRT report underscored challenges in communication between police and Emergency Health Services (EHS) dispatch systems.
Callaghan highlighted concerns about staffing shortages at the communications center, leading to calls being stacked in a queue without prompt ambulance dispatch. The introduction of a new dispatch system in January 2025 further exacerbated issues, with staff reporting concerns about the system’s reliance on outdated maps, hindering accurate location identification.
Kevin MacMullin, the business manager of the International Union of Operating Engineers Local 727 representing Nova Scotia paramedics, echoed concerns about delays in ambulance dispatch due to staffing shortages and high call volumes. He emphasized the need for seamless communication between emergency responders and dispatch centers to improve response times.
Emergency Medical Care Inc. (EMC), the company managing the dispatch system, stated that efforts are underway to enhance communication and response processes. The company acknowledged the findings of the SIRT report and emphasized ongoing recruitment efforts to address staffing issues and improve emergency response capabilities.