It Felt Like Forever Toronto Woman Uses First Aid Skills While Waiting for 911

A Toronto woman says her first aid training made all the difference after she was placed on hold by a 911 operator while helping a badly bleeding man late one evening in the city’s east end.

Michele Beer, 53, was at home in her low-rise apartment building near Broadview and Cosburn avenues when she heard a loud smash followed by a cry for help. When she rushed outside, she found Matthew Marcussen, 29, bleeding heavily from two deep cuts on his arm.

Marcussen had been knocking on a glass door when it suddenly shattered, causing him to fall through and suffer serious injuries to his arms.

Helping While on Hold

Recognizing the seriousness of the situation, Beer immediately called 911 while trying to control the bleeding. Instead of reaching an operator right away, she heard a recorded message saying all emergency operators were busy and to remain on the line. The message repeated several times.

“I was expecting, ‘911, what’s your emergency?’” Beer said. “Instead, I was holding this man’s arm and listening to a recording. It felt like forever.”

While Toronto police later stated that the wait time to reach a dispatcher was 38 seconds, Beer said the experience felt much longer given the severity of the injuries and the amount of blood involved. From the initial call to the arrival of paramedics, approximately 15 minutes passed.

During that time, Beer relied on her first aid training to keep Marcussen stable.

First Aid Training in Action

Despite being in what she later described as a “heightened sense of panic,” Beer acted quickly and calmly. She helped Marcussen sit down, wrapped his wounds with cloth, and applied firm, continuous pressure to slow the bleeding.

Beer had previous first aid experience, having served as a corporal with St. John Ambulance for five years. Although her training was from years earlier, the knowledge returned instinctively.

“I knew to put pressure on the wound,” she said.

When paramedics arrived, they took over treatment and transported Marcussen to hospital, where he received 33 stitches. He was later described as being in serious but non-life-threatening condition.

Marcussen expressed gratitude for Beer’s actions, noting that many people may have panicked under similar circumstances. “There was a lot of blood,” he said. “A lot of people would have just fainted.”

Concerns About Emergency Response

Beer later voiced concerns about Toronto’s emergency dispatch system, saying the experience highlighted the need for improvements. Her experience reflects broader issues raised in a CBC News report, which examined how some 911 callers in Toronto have encountered busy messages and delays during emergency situations.
The full original CBC article can be read here:
👉 ‘It felt like forever 911 operator put this woman on hold as she helped bleeding man

Toronto police acknowledged Beer’s sense of urgency and emphasized that efforts are underway to reduce wait times as newly hired operators gain experience.

Toronto Paramedic Services explained that response times depend on the severity of calls, as emergencies are handled through a triage system.

Toronto Mayor John Tory confirmed that the city has hired 53 new 911 operators, all undergoing extensive training to improve service levels and emergency response times.

Emergency services in Toronto remain under pressure, with paramedics responding to more than 337,000 medical emergencies annually, a number that continues to rise each year.

Why First Aid Training Matters

This incident is a powerful reminder that first aid knowledge saves lives. When emergencies happen, bystanders are often the first—and sometimes the only—line of help before Professional responders arrive.

Knowing how to control severe bleeding, remain calm, and act decisively can mean the difference between life and death in critical moments. Situations like this show why practical emergency response skills, including bleeding control and shock management, are so important for everyday people—not just healthcare professionals.

For those looking to be better prepared for real-life emergencies, Winnipeg First Aid offers hands-on Emergency First Aid training designed to teach essential skills such as bleeding control, wound care, and how to respond confidently while waiting for emergency services.

Learn More About First Aid

If you’d like to be prepared for emergencies like this, consider enrolling in a certified first aid and CPR course. The skills you learn today could help save a life tomorrow.

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About The Author

Mark Kascha

Certified First Aid Instructor Trainer with 30+ years of real-world experience, including lifeguarding, workplace emergency response, and first aid program development across Canada. Has worked with WorkSafeBC, WSIB, and Manitoba Health.

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Last reviewed: March 2026

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