The City releases findings of internal review into 911 calls related to Parker Wells

CALGARY - The tragic death of Parker Wells continues to have a profound impact on his family and loved ones, the broader Calgary community, and the many residents, emergency professionals and first responders who were impacted by the events surrounding his disappearance and the subsequent search efforts. In the aftermath of these events, and to ensure The City followed applicable policies and procedures, 9-1-1 undertook a comprehensive internal review of the calls received on the day Parker was reported missing from his day home. That review has now been completed, and a summary of the outcomes are being shared as part of The City’s commitment to accountability, continuous improvement and maintaining public trust.

The internal review examined dispatch actions and decision-making, as well as adherence to operational policies.

“The outcome of this review is difficult,” says Iain Bushell, Director of Emergency Management and Community Safety with The City of Calgary, “as it identified instances where established procedures were not followed, resulting in a delay in how certain information was acted on. That delay did not meet the standard of service we expect.”

The review found gaps in adherence to procedures, rather than gaps in the procedures themselves. As a result, appropriate disciplinary action has been taken. Due to confidentiality obligations related to personnel matters, no further details regarding individual employment actions will be provided.

In addition to the immediate corrective actions taken, a number of measures have been implemented to strengthen accountability and reinforce the consistent application of procedures and protocols, including enhanced training and operational oversight.

“We are committed to strengthening our processes and ensuring our employees have the support, training and tools they need to serve Calgarians effectively,” says Bushell. “Calgary 911 employees are deeply committed to public safety, and when an event has a tragic outcome such as this, they feel the weight of that responsibility.

“Our thoughts remain with Parker’s family, loved ones and all those affected by this tragic loss. We will ensure the lessons from this tragedy lead to meaningful improvements in how we serve the community.”

- 30 -

BACKGROUNDER

9-1-1 INTERNAL REVIEW: KEY FINDINGS

Dispatch actions and decision-making

• Two calls were made from the day home to 9-1-1 on July 16, 2026.
• A Priority 1 police event was not created during the first call, received at 10:53 a.m., as the caller confirmed they did not wish to file a missing person report at that time and would call back if Parker was not found shortly.  The internal review, however, found that sufficient information was provided to identify the situation as an “endangered missing child” and a Priority 1 police event should have been actioned according to policy.
• The supervisor reviewed the call that was entered as an advised event but did not reopen, escalate or reassess the event after reviewing it. The internal review found that the supervisor should have more fully considered the totality of available information, specifically the child's age and the inability of day home staff to locate the child.
• At 11:24 a.m. the original caller phoned 9-1-1 back to officially report Parker missing and a Priority 1 Missing Person event was created at 11:41 a.m. The internal review found that the delay in entering the event represented a potential opportunity to dispatch police earlier.

Adherence to operational policies and procedures

• The review found that sufficient information was shared to recognize the occurrence as an endangered missing child event and that the established procedures related to missing persons, event prioritization, dispatch requirements and event management were not followed.
• The review highlighted gaps in applying existing policies rather than gaps in the policies themselves. It further determined that departures from established procedures contributed to delayed police notification and response.

Identified opportunities for improvement and actions taken in response

1. Strengthen oversight and quality assurance

Actions taken in response

• All advised events (calls entered as not requiring police assistance) are now reviewed every 15-30 minutes by two supervisors, rather than one, providing an additional layer of oversight to support consistent decision-making and application of operational procedures. (completed)
• A program of spot checks and periodic call reviews is being implemented by coaching mentors and the coaching pool to reinforce operational standards and support continuous learning. (in progress)
• Additional workplace supports have been implemented by positioning employees closer to senior staff to facilitate real-time guidance, mentorship and operational oversight. (completed)

1. Reinforce policy compliance

Actions taken in response

• All employees completed a mandatory review of missing persons policies, including reinforcement of key procedures and expectations. (completed)
• Focused team briefings were conducted to reinforce policy adherence, accuracy, timeliness, critical thinking and decision-making, including the operational impacts of dispatch decisions. (completed)
• A broader review of policies and standard operating procedures is underway to strengthen clarity, reduce ambiguity and support consistent operational decision-making. (in progress)

1. Enhance training and professional development

Actions taken in response

• New recruit training is being extended by one week, bringing the program to a total of 11 weeks. (in progress)
• Additional training focused on critical thinking, emotional intelligence, and problem solving is being developed for delivery to future new-hire classes and all existing employees. (in progress)
• Enhanced training for supervisors, including strengthened guidance on event review and escalation responsibilities, is being developed and implemented. (in progress)