Emergency measures for emergency services

The Winnipeg Fire Paramedic Service is ordering a detailed analysis of its 911 communications staffing level to cope with a surge in emergency calls and the demands of new technology.

WFPS emergency communications staff handled calls for 136,198 separate incidents in 2025. That number has risen every year since at least 2020, when 104,250 incidents were reported, the service’s annual report notes.

The total number of calls to the centre reached almost 275,000 last year. That broader figure also includes multiple calls per event and administrative calls.

“Things have changed in the last decade and call volumes have increased dramatically. That puts pressure on our systems,” said Coun. Vivian Santos (Point Douglas).

The WFPS is now seeking a consultant to complete a “comprehensive staffing study” of its emergency communications branch to best handle that demand.

Santos, chairwoman of the community services committee that oversees the WFPS, said the work will also help determine if more staff are needed and, if so, how many.

“Based on our current emergency call volumes and pressures that we have on our system, I believe it’s appropriate to ensure that we are able to support our staff … We can dive down and get a more detailed review of the call volumes, the vacancies, the overtime, scheduling and other operational demands,” she said.

The study will determine staffing requirements for the critical 24-7 service, assess how current numbers meet the service’s needs, identify operating risks and pressures, and recommend options to best sustain the service, a request for proposals notes.

It would include a workload analysis and determine a target staffing level to safely and properly meet demands, cover absences, address population growth and adapt to technology changes, the document notes.

WFPS deputy chief Tom Wallace said this will be the first detailed staffing review in more than 15 years.

“A lot has changed, understandably, since then. We have our increase in call volume … We’ve got (next-generation) 911 on the horizon, so we believe this was the opportune time to bring in the third party to do an analysis,” said Wallace.

The WFPS expects to begin using that new 911 call system in 2027, which will allow real-time text reports and videos to be sent in. The text options are expected to create new work for 911 communicators, said Wallace.

Increased call volume is a key reason to review staff numbers since demand is expected to increase again in the future, he said.

The WFPS currently employs about 60 emergency communicators, including staff who handle calls and dispatch resources, with a target to have 11 to 12 staff work each shift.

Wallace said the current ranks can struggle to handle so many calls for help.

“It’s a challenge … As our annual report indicates, 2025 and 2024 were both very high years for call volume and every one of those calls needs to be answered,” he said.

The WFPS handled reports of 135,697 incidents in 2024.

A union that represents some of the city’s emergency communications staff welcomed the review.

“Staffing has been critically low for a long time, (with) recruitment and retention issues and burnout … It’s our hope and expectation that the results will come forward that there is a need for more staff to be able to better serve the citizens of Winnipeg,” said Patrick Troughton, president of the Canadian Union of Public Employees Local 500.

Members say there aren’t enough people to fill a shift at times, which can affect the services Winnipeggers receive, Troughton said. He fears an aging population is likely to further increase demand.

The head of the union for Winnipeg firefighters also hopes the study will lead to more communications staff being hired.

“Assuming that the intent here is to find a solution to those staffing challenges, overtime requirements and vacancies, we very much welcome the information that will come out of the analysis and want to see that area supported as much as possible because we rely on them daily,” said Nick Kasper, president of the United Fire Fighters of Winnipeg.

The contractor will be required to cost out at least two staffing model options, outlining the risks of each and the number of staff needed in each role.

The city expects to pay about $150,000 for the contract and award it by Oct. 23.

joyanne.pursaga@freepress.mb.ca

X: @joyanne_pursaga