❓ Hon. Kate Doust questions the Minister for Emergency Services about 000 call surge capacity in WA, following a national conference. The Minister acknowledges limitations and outlines steps taken, but offers no guarantees against future problems.
AnsweredQoN 661Legislative Council
QuestionView source ↗
000 CALLS — SURGE CAPACITY
I refer to the recent emergency ministers’ conference that the minister attended in July and the discussions concerning 000 calls and surge capacity in disasters. (1) What is the extent of the problem in Western Australia and what actions has the minister taken personally since that meeting to discuss the issue with his agencies? (2) What assurances can the minister give the WA public that problems with 000 call capacity will not prejudice public safety or lives? Hon PETER COLLIER
I refer to the recent emergency ministers’ conference that the minister attended in July and the discussions concerning 000 calls and surge capacity in disasters. (1) What is the extent of the problem in Western Australia and what actions has the minister taken personally since that meeting to discuss the issue with his agencies? (2) What assurances can the minister give the WA public that problems with 000 call capacity will not prejudice public safety or lives? Hon PETER COLLIER
AnswerView source ↗
I thank the honourable member for some notice of this question. (1) The current installed technology restricts answering of 000 calls to one location only. FESA is restricted to the answering of eight 000 lines in one location. Currently in periods of call surge, police assistance centre staff can provide some levels of surge capacity. The police assistance centre also currently answers calls relating to fires where there is no current threat to life as callers have advised that they have no other option than to call the police assistance centre. For WA Police, additional call-taker capacity of 40 exists at the communications business continuity facility, Cannington. However, the current deployment of technology does not allow this site to be utilised in any capacity other than during a complete failure of the communications facility at Midland. The police assistance centre and the FESA communication centre currently have no process/technology installed to reduce call surges via queue messaging or information dissemination to the public for call surges. The minister had discussed these issues with the agencies prior to attending the conference. Solutions to this issue are not easy and for this reason since the meeting, Western Australia has sought a delegate to represent WA on a national 000 working group to progress recommendations and resolutions from the meeting. (2) The minister can give no assurances that problems will not occur, but he can give assurances that every effort is being made to ensure the problems do not occur. WA Police have a large contingent of well-trained staff available to support 000 response, and processes are in place to ensure these staff are utilised should a major surge occur. The issue of providing quicker initial responses to surges continues to be monitored in determining best practice. FESA undertakes to answer all 000 calls presented, and achieves this in all cases.
(1) What is the extent of the problem in Western Australia and what actions has the minister taken personally since that meeting to discuss the issue with his agencies? (2) What assurances can the minister give the WA public that problems with 000 call capacity will not prejudice public safety or lives? Hon PETER COLLIER replied: I thank the honourable member for some notice of this question. (1) The current installed technology restricts answering of 000 calls to one location only. FESA is restricted to the answering of eight 000 lines in one location. Currently in periods of call surge, police assistance centre staff can provide some levels of surge capacity. The police assistance centre also currently answers calls relating to fires where there is no current threat to life as callers have advised that they have no other option than to call the police assistance centre. For WA Police, additional call-taker capacity of 40 exists at the communications business continuity facility, Cannington. However, the current deployment of technology does not allow this site to be utilised in any capacity other than during a complete failure of the communications facility at Midland. The police assistance centre and the FESA communication centre currently have no process/technology installed to reduce call surges via queue messaging or information dissemination to the public for call surges. The minister had discussed these issues with the agencies prior to attending the conference. Solutions to this issue are not easy and for this reason since the meeting, Western Australia has sought a delegate to represent WA on a national 000 working group to progress recommendations and resolutions from the meeting. (2) The minister can give no assurances that problems will not occur, but he can give assurances that every effort is being made to ensure the problems do not occur. WA Police have a large contingent of well-trained staff available to support 000 response, and processes are in place to ensure these staff are utilised should a major surge occur. The issue of providing quicker initial responses to surges continues to be monitored in determining best practice. FESA undertakes to answer all 000 calls presented, and achieves this in all cases.
(2) What assurances can the minister give the WA public that problems with 000 call capacity will not prejudice public safety or lives? Hon PETER COLLIER replied: I thank the honourable member for some notice of this question. (1) The current installed technology restricts answering of 000 calls to one location only. FESA is restricted to the answering of eight 000 lines in one location. Currently in periods of call surge, police assistance centre staff can provide some levels of surge capacity. The police assistance centre also currently answers calls relating to fires where there is no current threat to life as callers have advised that they have no other option than to call the police assistance centre. For WA Police, additional call-taker capacity of 40 exists at the communications business continuity facility, Cannington. However, the current deployment of technology does not allow this site to be utilised in any capacity other than during a complete failure of the communications facility at Midland. The police assistance centre and the FESA communication centre currently have no process/technology installed to reduce call surges via queue messaging or information dissemination to the public for call surges. The minister had discussed these issues with the agencies prior to attending the conference. Solutions to this issue are not easy and for this reason since the meeting, Western Australia has sought a delegate to represent WA on a national 000 working group to progress recommendations and resolutions from the meeting. (2) The minister can give no assurances that problems will not occur, but he can give assurances that every effort is being made to ensure the problems do not occur. WA Police have a large contingent of well-trained staff available to support 000 response, and processes are in place to ensure these staff are utilised should a major surge occur. The issue of providing quicker initial responses to surges continues to be monitored in determining best practice. FESA undertakes to answer all 000 calls presented, and achieves this in all cases.
Hon PETER COLLIER replied: I thank the honourable member for some notice of this question. (1) The current installed technology restricts answering of 000 calls to one location only. FESA is restricted to the answering of eight 000 lines in one location. Currently in periods of call surge, police assistance centre staff can provide some levels of surge capacity. The police assistance centre also currently answers calls relating to fires where there is no current threat to life as callers have advised that they have no other option than to call the police assistance centre. For WA Police, additional call-taker capacity of 40 exists at the communications business continuity facility, Cannington. However, the current deployment of technology does not allow this site to be utilised in any capacity other than during a complete failure of the communications facility at Midland. The police assistance centre and the FESA communication centre currently have no process/technology installed to reduce call surges via queue messaging or information dissemination to the public for call surges. The minister had discussed these issues with the agencies prior to attending the conference. Solutions to this issue are not easy and for this reason since the meeting, Western Australia has sought a delegate to represent WA on a national 000 working group to progress recommendations and resolutions from the meeting. (2) The minister can give no assurances that problems will not occur, but he can give assurances that every effort is being made to ensure the problems do not occur. WA Police have a large contingent of well-trained staff available to support 000 response, and processes are in place to ensure these staff are utilised should a major surge occur. The issue of providing quicker initial responses to surges continues to be monitored in determining best practice. FESA undertakes to answer all 000 calls presented, and achieves this in all cases.
I thank the honourable member for some notice of this question. (1) The current installed technology restricts answering of 000 calls to one location only. FESA is restricted to the answering of eight 000 lines in one location. Currently in periods of call surge, police assistance centre staff can provide some levels of surge capacity. The police assistance centre also currently answers calls relating to fires where there is no current threat to life as callers have advised that they have no other option than to call the police assistance centre. For WA Police, additional call-taker capacity of 40 exists at the communications business continuity facility, Cannington. However, the current deployment of technology does not allow this site to be utilised in any capacity other than during a complete failure of the communications facility at Midland. The police assistance centre and the FESA communication centre currently have no process/technology installed to reduce call surges via queue messaging or information dissemination to the public for call surges. The minister had discussed these issues with the agencies prior to attending the conference. Solutions to this issue are not easy and for this reason since the meeting, Western Australia has sought a delegate to represent WA on a national 000 working group to progress recommendations and resolutions from the meeting. (2) The minister can give no assurances that problems will not occur, but he can give assurances that every effort is being made to ensure the problems do not occur. WA Police have a large contingent of well-trained staff available to support 000 response, and processes are in place to ensure these staff are utilised should a major surge occur. The issue of providing quicker initial responses to surges continues to be monitored in determining best practice. FESA undertakes to answer all 000 calls presented, and achieves this in all cases.
(1) The current installed technology restricts answering of 000 calls to one location only. FESA is restricted to the answering of eight 000 lines in one location. Currently in periods of call surge, police assistance centre staff can provide some levels of surge capacity. The police assistance centre also currently answers calls relating to fires where there is no current threat to life as callers have advised that they have no other option than to call the police assistance centre. For WA Police, additional call-taker capacity of 40 exists at the communications business continuity facility, Cannington. However, the current deployment of technology does not allow this site to be utilised in any capacity other than during a complete failure of the communications facility at Midland. The police assistance centre and the FESA communication centre currently have no process/technology installed to reduce call surges via queue messaging or information dissemination to the public for call surges. The minister had discussed these issues with the agencies prior to attending the conference. Solutions to this issue are not easy and for this reason since the meeting, Western Australia has sought a delegate to represent WA on a national 000 working group to progress recommendations and resolutions from the meeting. (2) The minister can give no assurances that problems will not occur, but he can give assurances that every effort is being made to ensure the problems do not occur. WA Police have a large contingent of well-trained staff available to support 000 response, and processes are in place to ensure these staff are utilised should a major surge occur. The issue of providing quicker initial responses to surges continues to be monitored in determining best practice. FESA undertakes to answer all 000 calls presented, and achieves this in all cases.
(1) What is the extent of the problem in Western Australia and what actions has the minister taken personally since that meeting to discuss the issue with his agencies? (2) What assurances can the minister give the WA public that problems with 000 call capacity will not prejudice public safety or lives? Hon PETER COLLIER replied: I thank the honourable member for some notice of this question. (1) The current installed technology restricts answering of 000 calls to one location only. FESA is restricted to the answering of eight 000 lines in one location. Currently in periods of call surge, police assistance centre staff can provide some levels of surge capacity. The police assistance centre also currently answers calls relating to fires where there is no current threat to life as callers have advised that they have no other option than to call the police assistance centre. For WA Police, additional call-taker capacity of 40 exists at the communications business continuity facility, Cannington. However, the current deployment of technology does not allow this site to be utilised in any capacity other than during a complete failure of the communications facility at Midland. The police assistance centre and the FESA communication centre currently have no process/technology installed to reduce call surges via queue messaging or information dissemination to the public for call surges. The minister had discussed these issues with the agencies prior to attending the conference. Solutions to this issue are not easy and for this reason since the meeting, Western Australia has sought a delegate to represent WA on a national 000 working group to progress recommendations and resolutions from the meeting. (2) The minister can give no assurances that problems will not occur, but he can give assurances that every effort is being made to ensure the problems do not occur. WA Police have a large contingent of well-trained staff available to support 000 response, and processes are in place to ensure these staff are utilised should a major surge occur. The issue of providing quicker initial responses to surges continues to be monitored in determining best practice. FESA undertakes to answer all 000 calls presented, and achieves this in all cases.
(2) What assurances can the minister give the WA public that problems with 000 call capacity will not prejudice public safety or lives? Hon PETER COLLIER replied: I thank the honourable member for some notice of this question. (1) The current installed technology restricts answering of 000 calls to one location only. FESA is restricted to the answering of eight 000 lines in one location. Currently in periods of call surge, police assistance centre staff can provide some levels of surge capacity. The police assistance centre also currently answers calls relating to fires where there is no current threat to life as callers have advised that they have no other option than to call the police assistance centre. For WA Police, additional call-taker capacity of 40 exists at the communications business continuity facility, Cannington. However, the current deployment of technology does not allow this site to be utilised in any capacity other than during a complete failure of the communications facility at Midland. The police assistance centre and the FESA communication centre currently have no process/technology installed to reduce call surges via queue messaging or information dissemination to the public for call surges. The minister had discussed these issues with the agencies prior to attending the conference. Solutions to this issue are not easy and for this reason since the meeting, Western Australia has sought a delegate to represent WA on a national 000 working group to progress recommendations and resolutions from the meeting. (2) The minister can give no assurances that problems will not occur, but he can give assurances that every effort is being made to ensure the problems do not occur. WA Police have a large contingent of well-trained staff available to support 000 response, and processes are in place to ensure these staff are utilised should a major surge occur. The issue of providing quicker initial responses to surges continues to be monitored in determining best practice. FESA undertakes to answer all 000 calls presented, and achieves this in all cases.
Hon PETER COLLIER replied: I thank the honourable member for some notice of this question. (1) The current installed technology restricts answering of 000 calls to one location only. FESA is restricted to the answering of eight 000 lines in one location. Currently in periods of call surge, police assistance centre staff can provide some levels of surge capacity. The police assistance centre also currently answers calls relating to fires where there is no current threat to life as callers have advised that they have no other option than to call the police assistance centre. For WA Police, additional call-taker capacity of 40 exists at the communications business continuity facility, Cannington. However, the current deployment of technology does not allow this site to be utilised in any capacity other than during a complete failure of the communications facility at Midland. The police assistance centre and the FESA communication centre currently have no process/technology installed to reduce call surges via queue messaging or information dissemination to the public for call surges. The minister had discussed these issues with the agencies prior to attending the conference. Solutions to this issue are not easy and for this reason since the meeting, Western Australia has sought a delegate to represent WA on a national 000 working group to progress recommendations and resolutions from the meeting. (2) The minister can give no assurances that problems will not occur, but he can give assurances that every effort is being made to ensure the problems do not occur. WA Police have a large contingent of well-trained staff available to support 000 response, and processes are in place to ensure these staff are utilised should a major surge occur. The issue of providing quicker initial responses to surges continues to be monitored in determining best practice. FESA undertakes to answer all 000 calls presented, and achieves this in all cases.
I thank the honourable member for some notice of this question. (1) The current installed technology restricts answering of 000 calls to one location only. FESA is restricted to the answering of eight 000 lines in one location. Currently in periods of call surge, police assistance centre staff can provide some levels of surge capacity. The police assistance centre also currently answers calls relating to fires where there is no current threat to life as callers have advised that they have no other option than to call the police assistance centre. For WA Police, additional call-taker capacity of 40 exists at the communications business continuity facility, Cannington. However, the current deployment of technology does not allow this site to be utilised in any capacity other than during a complete failure of the communications facility at Midland. The police assistance centre and the FESA communication centre currently have no process/technology installed to reduce call surges via queue messaging or information dissemination to the public for call surges. The minister had discussed these issues with the agencies prior to attending the conference. Solutions to this issue are not easy and for this reason since the meeting, Western Australia has sought a delegate to represent WA on a national 000 working group to progress recommendations and resolutions from the meeting. (2) The minister can give no assurances that problems will not occur, but he can give assurances that every effort is being made to ensure the problems do not occur. WA Police have a large contingent of well-trained staff available to support 000 response, and processes are in place to ensure these staff are utilised should a major surge occur. The issue of providing quicker initial responses to surges continues to be monitored in determining best practice. FESA undertakes to answer all 000 calls presented, and achieves this in all cases.
(1) The current installed technology restricts answering of 000 calls to one location only. FESA is restricted to the answering of eight 000 lines in one location. Currently in periods of call surge, police assistance centre staff can provide some levels of surge capacity. The police assistance centre also currently answers calls relating to fires where there is no current threat to life as callers have advised that they have no other option than to call the police assistance centre. For WA Police, additional call-taker capacity of 40 exists at the communications business continuity facility, Cannington. However, the current deployment of technology does not allow this site to be utilised in any capacity other than during a complete failure of the communications facility at Midland. The police assistance centre and the FESA communication centre currently have no process/technology installed to reduce call surges via queue messaging or information dissemination to the public for call surges. The minister had discussed these issues with the agencies prior to attending the conference. Solutions to this issue are not easy and for this reason since the meeting, Western Australia has sought a delegate to represent WA on a national 000 working group to progress recommendations and resolutions from the meeting. (2) The minister can give no assurances that problems will not occur, but he can give assurances that every effort is being made to ensure the problems do not occur. WA Police have a large contingent of well-trained staff available to support 000 response, and processes are in place to ensure these staff are utilised should a major surge occur. The issue of providing quicker initial responses to surges continues to be monitored in determining best practice. FESA undertakes to answer all 000 calls presented, and achieves this in all cases.
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