E-Comm Call Takers enjoy visits with HERO DAWG Skylar.
Of all the visitors to the E-Comm Operations floor in Vancouver, there are two in particular that always generate a big reaction.
“It brings the energy up just automatically,” said Police Call Taker Julia Andrews. “I think everyone loves to see them.”
The popular pair wander the aisles, taking time to greet 9-1-1 operators, emergency call takers, and dispatchers as they make their way around the room. On a recent visit, both wore matching blue bandanas emblazoned with their organization’s name: HERO DAWGS Pet Therapy Society.
“It’s just uplifting for sure,” remarked Police Call Taker Nathan Lal. “I think everybody immediately smiles knowing what’s coming.”
E-Comm staff have gotten to know two of the HERO DAWGS quite well; sweet-natured Golden Retriever Skylar and bubbly Bernese Mountain dog Brinkley have become regular visitors as one of several health and wellness initiatives for employees. Faces visibly light up when the dogs appear, and chairs quickly swivel around so people can deliver pats, ear scratches and cuddles to the canine companions.
“It makes a large impact on our day,” said Non-Emergency Call Taker Jessica Sutherland. “They bring so much joy into the room.”
The pet therapy visits are offered to E-Comm employees through partnerships with HERO DAWGS in the Lower Mainland, and the Pacific Animal Therapy Society (PATS) on Vancouver Island. Physical and mental health support options are a priority for E-Comm, as call takers and dispatchers experience intense and challenging calls throughout their daily work while guiding the public and first responders in emergency situations.
HERO DAWGS Bernese Mountain dog Brinkley loves making the rounds on the Operations floor.
HERO DAWGS Founder and Executive Director Carey McBeth says the canine visits provide a “paws” from the pressure.
“Whoever’s not on a call, basically we ask them would you care for a visit from the dog,” said McBeth. “Just stroking a dog can lower your blood pressure, and increase those feel-good hormones and decrease the cortisol, so it doesn’t take a long period of time to make an impact.”
McBeth says HERO DAWGS specializes in supporting first responders and health care workers, particularly in critical care settings, and they feel “honoured and fortunate” to be working with E-Comm staff.
“I am a proud citizen of the Squamish Nation, and when I started HERO DAWGS I started with my dog and my family dogs and that’s something that’s very important to me,” McBeth said, and added she visits E-Comm with her father, an Indigenous elder. “We’re so proud of that and to be able to heal through the power of pets.”
At E-Comm’s Vancouver Island facility, volunteers with the Pacific Animal Therapy Society bring their four-legged friends to visit call takers during their busy workday.
PATS Board member and former Program Manager Marina Haden says along with E-Comm, their volunteers primarily visit hospitals, long-term care facilities, and post-secondary schools.
Dogs with the Pacific Animal Therapy Society (PATS) spend time with E-Comm staff on Vancouver Island.
“When we’re doing regular visits in a facility like we do with E-Comm, it becomes not just about people getting introduced to the dogs but people forming a community around the dogs,” Haden said. “When people can connect with the animals, that’s beautiful, and when people can connect with other people, that’s beautiful. It just becomes this moment in the day when people are connected to each other, and they have a moment of stress relief, and I think that can be really impactful.”
Police Dispatcher and Acting Supervisor Trevor Travis said the volunteer visits are eagerly anticipated by staff on the Island.
“Once in the building, a one-on-one with the dogs gives everyone an opportunity to ‘just be’ for a moment,” he said. “In a career ruled by emergency, a precious puppy kiss that stops time means everything.”
Haden said the connections being built with staff at E-Comm’s Island facility are evident, with the same PATS volunteers signing up for repeat visits.
“I’m really appreciative of E-Comm trusting us and welcoming us into your space and making our volunteers feel so welcome,” she said. “It’s a privilege on both sides of the equation.”
Both PATS and HERO DAWGS assess prospective volunteer animals to determine their comfort level in a variety of different environments. McBeth said HERO DAWGS is hoping to expand the support services it offers in the future, so more front-line and emergency workers can experience the same type of joy on display at E-Comm’s facilities when Skylar and Brinkley make their rounds.
“We need to take care of those who take care of us,” McBeth said. “That’s what the HERO DAWGS are here for. Take care of our heroes.”
Learn more about the work of HERO DAWGS and PATS.