No changes to how residents call 9-1-1 on the updated network

RICHMOND HILL – Richmond Hill transitioned to the Next Generation 9-1-1 network on June 25, 2026, marking an important step in modernizing emergency communications and strengthening public safety in the community.

This change happened behind the scenes. In an emergency, continue to call 9-1-1 as you always have.

Next Generation 9-1-1 is a new, digital network that replaces the existing analog 9-1-1 network with a modern communications platform designed to improve how emergency calls are received and managed. The upgraded network helps emergency operators and first responders access more accurate information, improves the reliability and security of 9-1-1 services and lays the foundation for future capabilities, including the ability to send text, images or video to 9-1-1 when those features are introduced.

The transition is part of a Canada-wide effort to modernize emergency communications and ensure communities are equipped with reliable, secure networks to support emergency response.

The technology behind 9-1-1 is changing, but how people reach emergency services is not. Calling 9-1-1 remains the primary way to reach emergency services. New features such as text or multimedia messaging are not yet available.

Richmond Hill worked closely with its emergency service partners to complete the transition.

The Ontario government has provided almost $2 million since 2022 to support Richmond Hill Fire and Emergency Services’ transition to Next Generation 9-1-1.

Quotes

“When seconds count, having the right technology in place can make a real difference. While residents will continue to call 9-1-1 the same way, this upgrade helps ensure first responders have the information they need to respond quickly and effectively and keep our community safe. It’s encouraging to see this update happening across our region and beyond.”

- Mayor David West

“The transition to Next Generation 9-1-1 enhances the tools available to our communications staff and first responders. With improved access to accurate caller information and a more resilient network, we’re better equipped to assess situations quickly and respond effectively when every second matters.”

- Tom Raeburn, Fire Chief, Richmond Hill Fire and Emergency Services

“Upgrading Ontario’s public safety communications will be a game changer. Next Generation 9-1-1 gives first responders real-time, life-saving information which means a faster, more effective emergency response. Under the leadership of Premier Ford, our government will always have the backs of those who protect our province. That’s why we are proud to provide funding to Richmond Hill for this new technology which will mean more calls will be answered, more lives will be saved and people across the city can count on emergency services when it matters most.” 

- Hon. Michael Kerzner, Solicitor General of Ontario

Quick Facts

• Richmond Hill’s Alarm Room Operators are the calm, reassuring voices behind every emergency call to Richmond Hill Fire and Emergency Services (RHFES), guiding residents through some of the most stressful moments of their lives.
• The RHFES Alarm Room provides emergency and non-emergency fire dispatch services for Richmond Hill, Aurora and Newmarket (Central York Fire Services), East Gwillimbury, Georgina, Georgina Island First Nation and Whitchurch-Stouffville. 
• Alarm Room Operators gather critical information, coordinate fire and medical resources and support emergency responders as incidents unfold.
• In 2025, the dispatch centre handled more than 21,000 requests for service. In over 95 per cent of those cases, help was dispatched in under 85 seconds.
• Next Generation 9-1-1 modernizes the network used by emergency dispatchers, improving the accuracy, reliability and security of information used to support first responders.