9-1-1 Call Wait Times

In recent months, some residents have contacted my office to express concern over the wait times they have experienced when calling 9-1-1. When someone calls 9-1-1 it's an emergency. The timeliness of the call being answered is critical so that the appropriate emergency response can be dispatched quickly. I am requesting answers to the following questions: 1. What is the service level standard for answering 9-1-1 calls? 2. Since June 1, 2023 a. What was the monthly average wait time for 9-1-1 calls before being answered? b. What percentage of 9-1-1 calls answered each month met the service standard? c. What percentage of days per month was the standard met? d. What was the longest wait time each month? 3. What factors impact the call centre's ability to meet the service level standard? 4. What impacts do the answers provided to question 2 have on the ability of emergency services to provide a timely response? 5. Do wait times vary throughout the day? If so, please provide a brief overview of how the wait times generally fluctuate over a 24-hour period. 6. Were new resources allocated to the call centre in the 2024 City of Toronto budget? 7. Are there any planned improvements for the call centre that are anticipated to have a positive impact on wait times, for example, additional resources or new technology?