Use VRS to Contact 9-1-1
Canada VRS Provides 9-1-1
How Canada VRS Works With 9-1-1 (Part One)
Additional 9-1-1 Tips (Part Two)
When you dial 9-1-1 using Canada VRS your calls are treated as urgent
Customers can use sign language using the Canada VRS app and ASL/English or LSQ/French Video Interpreters during the 9-1-1 calls. All 9-1-1 calls are treated as urgent. They go directly to first place in the Canada VRS call centre’s queue. The supervisor in charge, or if a supervisor is not available, another VI is alerted to the 9-1-1 call, and assists as needed.
The VI and emergency answering personnel will attempt to confirm that the customer is at their registered address, or if not there, where they are. Note that the call is connected to the Public Service Answering Point (PSAP) based on the customer’s location. Once the location and nature of the emergency is determined, the PSAP dispatches the appropriate responder; fire, police or medical.
In less urgent situations, it may take from a few minutes to a few hours for the First Responder to arrive on site. Instead of waiting on the call, you will be given a phone number for the ambulance, fire department or police personnel. This will allow you to hang up, wait for the First Responder, and call the number with an interpreter through VRS upon their arrival.
Emergencies are an important reason why Canada VRS customers must keep their home address details up to date in their VRS Account profiles.
Important Information About 9-1-1
Because Canada VRS is internet or data service based, emergency calls made via VRS may not properly connect. For example, if there is an internet or data service failure, or if you lose electrical power. Also, your 9-1-1 call may not be routed correctly if you have not updated your physical location information.
If you experience a technical problem dialing 9-1-1 via Canada VRS, hang up and re-dial. If you continue to experience technical difficulties, you may wish to try alternative service such as; landline telephone with TTY, Text 9-1-1, Relay Services or IP Relay.
Make 9-1-1 calls with Wireless Location Information enabled on your smart phone
Use the wireless location information (WLI) feature in the Canada VRS app on your smart phone or other wireless devices and 9-1-1 can locate you when you are away from home.