ECRC Activation
ECRC has a simple and rapid activation procedure that is used by a client-member who has a spill and wishes to use our services in response to the problem. Using the 24-hour telephone number that is provided to the member, the client-member will get an immediate answer from a trained operator who monitors a dedicated telephone line.
(The reliability of the system was put to the test on a number of occasions including during the winter of 1998 and 2000 when ice storms hit Eastern Ontario and Western Quebec, plunging many communities into darkness. Our answering service is located in one of those communities, but their back-up power supplies meant uninterrupted service to ECRC and our clients.)
When the bilingual operators answers the initial call, they will ask a few key questions that ensure that ECRC can get back in touch with the client should their call be cut off. It includes questions about the client-member’s name, company name, telephone number and general location of the problem. This process typically takes less than 3 minutes to complete. The operator simultaneously pages two of ECRC’s response managers and - if the client-member wishes - they may stay on the phone line to be connected directly to the first ECRC manager who responds. If the client-member cannot hold, then the ECRC manager will call them back immediately after getting the details from the operator.
Once the ECRC response manager has confirmed the information about the spill and gets a bit more information from the client, the ECRC response manager will activate a network of activation calls that escalate to a level required by the size and circumstances of the spill. This includes alerting ECRC managers in Ottawa, Corunna, Quebec and Dartmouth as well as local response contractors who are engaged to respond within minutes of a call. The ECRC manager also makes an initial evaluation of the spill information and uses a code to alert other ECRC personnel of the expected level of response required. In that way, although every ECRC employee is now on stand-by to respond to the spill, the client is only charged for people actually required in the response.
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