Ambulance, Paramedics and Dispatch Operations
Niagara EMS is responsible for providing 24-hour evidence based emergency pre-hospital medical care and transportation to individuals experiencing injury or illness.
Our dedicated team of highly qualified front-line paramedics and advanced emergency medical dispatchers work with equipment and technology to ensure the residents and visitors of Niagara receive the highest level of care available. Niagara EMS is led by Interim Chief Rick Ferron, Deputy Chief Karen Lutz-Graul and Interim Deputy Chief Michael Franklin, Commanders and Superintendents.
By the numbers
- 24 / 7 operations
- 54,000 patient contacts each year
- 80,000 calls managed by advanced emergency medical dispatchers
- 130,000 clinical procedures performed by paramedics per year
- 1,850 square kilometres covered across 12 municipalities between Lake Ontario and Lake Erie
- Over 2.4 million kilometres travelled annually by ambulances
- Over 750 medical supplies are stocked in each ambulance
- Target and response times for emergency calls
Location of EMS Stations
Niagara Emergency Medical Services operates 19 bases and a community response unit. The bases are located throughout Niagara to ensure optimal coverage and timely response for calls.
Fleet and logistics
Responsible for preventative maintenance and repair of equipment and fleet, control of inventory supply and expiration, conducts legislated vehicle inspections and oversees the quartermaster store.
- Fleet consists of 41 ambulances (32 during peak staffing), a gator, bike medic team, community response unit, supervisory vehicles, incident command vehicle and a logistical support unit
- Fleet travels over 2.4 million kilometres per year
- Ensure stock across 19 stations resulting in replacing over 80,000 consumables annually
- Outfit personnel with 25 pieces of required uniform
- Deliver and stock specialized medical supplies and pharmaceuticals to four area hospitals
Niagara EMS Accredited Emergency Dispatch Centre
The Niagara EMS communications centre (dispatch) manages over 80,000 calls per year.
What happens when you call 9-1-1
When a resident calls 9-1-1, they will reach an emergency dispatcher who asks whether the emergency is for ambulance, police, or fire. If the caller identifies the need for ambulance service, the call is seamless linked to the EMS communications centre - there is NO delay. The caller's address and telephone number are displayed within the centre.
Learn more about calling 9-1-1 in Niagara.
Role of emergency dispatchers in Niagara
Advanced emergency medical dispatchers play a vital role at Niagara EMS as they:
- Decide call priority through the use of a priority dispatch system. This allows the operator to identify the nature and seriousness of the call.
- Evaluate a patient's condition and decide upon the appropriate action
- Forward details to the responding paramedics
- Stay on the line with the caller and provide critical pre-arrival instructions and support
- Ensure the best distribution of available paramedic crews throughout Niagara. This is accomplished by the deployment of ambulances in response to demand, which changes throughout the day.
Niagara EMS subscribes to a translation service that offers our staff 24-hour access to interpreters in over 150 languages.
The caller, advanced emergency medical dispatcher and interpreter participate in a three-way-call to determine the appropriate response. Our paramedics on scene also have access to this three way calling service through our dispatch centre.