Calgary 911 Faces Growing Call Volume and Complexity Amid City Expansion

Calgary's 911 emergency call centre is grappling with a rising tide of calls, handling more than one million emergency and non-emergency requests each year, according to officials.

Dan Heyde, Calgary 911 deputy chief of operations, highlighted the challenges posed by the city's rapid and continuous growth. He stated that maintaining service levels requires careful pre-planning, appropriate hiring, and adequate staffing to keep pace with the expanding population.

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One of the biggest challenges is the size of the city; it’s continuing to grow at a very rapid rate.

In 2025 alone, call volumes increased by four percent, with Calgary 911 supporting over 18,000 community peace officer events. Additionally, approximately 2,000 calls related to mental health, addiction, shelter, childcare, and family support were redirected to the 211 service for specialized assistance.

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We are the first of the first responders; we take our work very seriously.

Emergency communications officers like Nicole Ehman emphasize the critical nature of their work, describing it as being "the first of the first responders." They acknowledge that callers are often experiencing the "worst, most stressful day of their life" and stress the importance of providing immediate and appropriate help.

The increasing multiculturalism and diversity within Calgary also contribute to a rise in calls requiring language services, which can extend processing times significantly. Former 911 dispatcher Evan Birch shared the profound mental health toll the job can take, advising aspiring first responders to prioritize self-care and establish therapeutic relationships before entering the field.

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It is often the worst, most stressful day of someone’s life when they call us and it is vitally important that they know and trust that there is someone here that is going to get them the most appropriate help.

Calgary 911 reports that mental health supports and clinicians are available to all emergency communication officers. The organization has placed greater emphasis on mental well-being, breaks, and fostering a supportive work environment, lessons learned particularly during the COVID-19 pandemic.

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Self-care is the most important thing. Find a psychologist and get a therapeutic relationship going before you even enter the job. I think that’s probably the most important thing you could do for yourself.