Blog | 911 Emergency Dispatcher | 911 Emergency Dispatch

With Halloween just around the corner, emergency services are preparing for what’s expected to be a busy weekend as British Columbians take part in seasonal events and festivities.

Last Halloween, E-Comm saw a 17% spike in 9-1-1 calls compared to a typical weeknight evening. With October 31^st falling on a Friday this year, even higher call volumes are anticipated.

“Halloween is always one of our busiest nights, so we’re asking everyone to help keep 9-1-1 lines free for real emergencies by using non-emergency numbers or online reporting for less urgent issues that don’t require immediate assistance from police, fire or ambulance,” says Carly Paice, E-Comm Communications Manager. “While first responders are busy on the ground, our call takers and dispatchers will be hard at work behind the scenes, connecting people with the help they need.”

E-Comm is preparing for a busy Halloween weekend by bringing in extra staff to help manage the anticipated spike in 9-1-1 calls.

The public play an essential role in helping us help, by learning when to call 9-1-1, understanding what to expect if you call, and knowing where to best direct less urgent situations through police non-emergency lines, online crime reporting, city services, or other resources.

How to make the right call this Halloween 

• Fireworks: To file a fireworks related complaint, first check the fireworks regulations in your area, and reach out to your area bylaw services or the police non-emergency line. Reports of fires, serious injuries, or an imminent public safety risk due to fireworks would be a 9-1-1 call.
• Halloween decorations: If you notice that your inflatable pumpkin or life-size skeleton have gone missing from your front porch, but there’s no culprit in sight, file a police report online or call the non-emergency line.
• Noisy parties: Direct noise complaints to your local city bylaw services during their business hours, or police non-emergency line after hours.
• Suspicious activity: Help deter break-ins and vandalism by locking your vehicles and keeping valuables out of sight. To report crime or suspicious activity in progress (ie. a stranger trying to open car doors) call 9-1-1. Property crime reports with time delays can be reported through your local police non-emergency line.
• Road safety: Drivers are reminded to practice extra caution on the road this Halloween. To report dangerous driving behaviour such as suspected impaired driving or a collision involving injuries that requires immediate attention from police, fire or ambulance, call 9-1-1. Minor car accidents with no injuries can be reported to ICBC directly.
• Know your location: The fastest way for our call takers to connect you with help in an emergency is to provide your location. While “the haunted house down the road” won’t help – an exact address will! Landmarks and cross streets can also help us find you quicker.
• Prevent pocket dials: Lock and store your devices carefully. E-Comm receives hundreds of accidental calls every day. If you do call 9-1-1 by mistake, stay on the line and let us know you are safe.

Additional resources

• For a full list of online crime reporting tools and non-emergency numbers, visit nonemergency.ca
• Learn more about calling 9-1-1: ecomm911.ca/911-dispatch/tips-and-info/

Want to learn more? Follow @ecomm911_info on Instagram and X for live-updates from our call takers from 7:00pm-11:00pm on Friday, Oct. 31. Stay safe and Happy Halloween!

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About E-Comm

E-Comm is the first point of contact for 9-1-1 callers in 25 regional districts in British Columbia and provides dispatch services for more than 70 police agencies and fire departments across the province. E‐Comm also owns and operates the largest multi‐jurisdictional, tri‐service, wide‐area radio network in the province used by police, fire and ambulance personnel throughout Metro Vancouver and parts of the Fraser Valley.

Media contact
E-Comm
604-215-6248
[email protected]

After eight years with E-Comm 9-1-1, Oliver Grüter-Andrew has departed as CEO, Nancy Kotani, Chair of the Board of Directors, announced today.

E-Comm has made enormous progress over the last eight years under Grüter-Andrew’s leadership. Highlights include:

• launch of the new enhanced Lower Mainland radio system in 2017;
• launch of E-Comm Vancouver Island communications centre in 2019;
• successfully navigating E-Comm through the challenging COVID-19 pandemic in 2020-21;
• adoption of a new Transformation Plan to transform staffing, systems and service-delivery in 2022;
• securing $90 million in funding from the Province for Next Generation 9-1-1 in 2023;
• achieving E-Comm’s best service-level results of the past decade in 2024.

As E-Comm is currently awaiting the report and recommendations of the Province’s independent review of the organization, the Board felt that the timing was appropriate for a change of leadership, to meet the challenges and opportunities ahead.

“I sincerely thank Oliver for all of his extraordinary leadership in leading us to where we are today,” said Kotani. “We are grateful for his vision, positivity, advocacy and the many improvements at E-Comm under his leadership.”

The Board is pleased to announce that Nancy Blair, Chief Transformation Officer, has been named interim CEO while a search for a new permanent CEO is underway. “I am grateful to Nancy for agreeing to serve as interim CEO,” said Kotani. “Among our top priorities as a Board are continuing to work towards a successful launch of NG9-1-1, and resuming development of a new financial and pricing model to provide greater predictability and fairness for our partners. At the same time we need to sustain our staffing and service level improvements in a way that’s affordable for our funders. Nancy is ideally positioned to lead this work, having developed and led E-Comm’s Transformation Plan improvements to date.”

The Board is committed to conducting an extensive search for a new CEO, and anticipates the process will take several months.

Tomorrow, two of E-Comm’s very own police dispatcher and fire dispatcher Colton Boreen and Alex Emeny will be participating in Tour de Coast, an annual fundraiser where police agencies and emergency service personnel cycle for eight days, riding over 800 kilometers along the coast of B.C. in support of children and families affected by cancer.

For both Colton and Alex, the event carries deep personal meaning through the challenge.

From survivor to advocate

For Colton, Tour de Coast is far more than an event—it’s personal. At just four years old, Colton was diagnosed with Ewing’s Sarcoma, a rare bone cancer. What followed was a year of chemotherapy at BC Children’s Hospital, multiple misdiagnoses, and groundbreaking surgery to remove most of his left hip bone and sacrum to prevent recurrence.

Now, 25 years later and cancer-free, Colton says he feels a deep sense of gratitude. “I’m one of the only people in the world to have had that surgery. Every day is a reminder of how fortunate I am to still be here.”

Colton’s survivorship has shaped his passion for advocacy. He attended Camp Goodtimes in 2001, received the 2022 Terry Fox Gold Medal Award from SFU, and continues to share his story at events to raise awareness about childhood cancer.

This year, Colton will be part of the support crew, helping riders behind-the-scenes to make sure everything runs smoothly.

“Stepping into this role is outside of my comfort zone, but it’s important to me to connect with survivors, families, and first responders who are all part of this journey,” says Colton. “The support I’ve received has been overwhelming, and I’m so grateful. The funds raised will make a real difference for kids and families facing cancer.”

Building camaraderie on the road

As a fire call taker, Alex works closely with other first responders over the phone, but Tour de Coast offers a unique opportunity to connect in person and share an experience that unites everyone for a bigger cause.

That sense of camaraderie is what drew Alex to the event, but he also sees it as a personal challenge and a way to give back.

“It’s the trifecta for me: raising funds and awareness for childhood cancer research, pushing myself to ride 800 km across the coast, and being able to connect with partner agencies in person. To ride shoulder-to-shoulder with other first responders, all working toward the same goal, is really special. It reminds me that while we may play different roles, we’re all part of the same team.”

Over the past few months, Colton and Alex have been busy supporting the Tour de Coast in every way they can, by attending community events to raise awareness, volunteering at Camp Goodtimes and organizing fundraisers to help their team reach its goals.

Together, they show us that behind every uniform—and every call answered—are people dedicated to making a difference, both at work and far beyond it.

If you’d like to support Colton and Alex in their journey, donations can be made through the fundraising pages below:

Donation links

Colton Boreen’s Personal Page

Alexander Emeny Team

As families prepare for the back-to-school season, E-Comm is encouraging parents and caregivers to add one more important item to their checklist: teaching children how and when to call 9-1-1.

For many kids, a new school year can mean new routines—such as walking to and from school on their own for the first time, taking public transit, carpooling to games or practices, or using a mobile device or smart watch to stay connected. That’s why it’s essential for children to not only know how to dial 9-1-1, but also to understand that in any emergency, help is just a call away.

“It’s important for children to know that they are never alone. No matter what the emergency is, when you call 9-1-1, there will always be someone on the line who is ready to listen,” says Police Call Taker Laura Fiddler. “The moment you call, a calm and caring voice will answer, ready to get you the help that you need as quickly as possible.”

E-Comm’s Tips for Teaching Kids About 9-1-1

1. Explain when to call 9-1-1

   Use simple language to describe emergencies:

   • • If someone is badly hurt or very sick
     • If there is smoke or fire
     • If they feel unsafe or see a crime happening (like someone stealing or hurting someone)

2. Teach them how to call

   • Show them how to unlock the phone and dial 9-1-1
   • Let them know they can call from a cellphone, even if there’s no service or SIM card
   • If you have access to a landline in your home, teach them the difference between how to dial from a landline vs. a cell phone

3. Help them know what to say

   • When you first dial 9-1-1, an operator will say “do you need police, fire or ambulance” and “for what location”
   • Stay calm and speak clearly
   • Say what is happening, where they are, and who needs help
   • Follow instructions from the call taker and stay on the line until they say it’s okay to hang up

4. Make sure they know their location

   • Practice saying their city and home address, including apartment number and building entry code
   • Teach them how to look for landmarks or street signs if they’re away from home from school

5. Practice through role-playing

   • Go through different emergency scenarios without using a real phone
   • Help them understand what kinds of questions a 9-1-1 operator might ask

6. Explain the importance of using 9-1-1 responsibly

   • Let them know that 9-1-1 is only for real emergencies
   • Remember to lock and store their devices carefully. If they do call by mistake, encourage them to stay on the line and let the operator know that they are safe.
   • Making prank calls can stop someone else from getting the help they need

E-Comm also reminds parents that language should never be a barrier. Our call takers can access interpretation services in over 200 languages. Children should be reassured that if they need help, someone will be there to listen.

Emergencies can happen anytime, even when adults aren’t around. That’s why it’s so important to make sure your children know how to call 9-1-1 before they head back to school in September. Knowing how to call gives kids confidence, helps them act quickly when seconds matter, and reassures them that a calm, trained professional will always be there to send help.

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About E-Comm

E-Comm is the first point of contact for 9-1-1 callers in 25 regional districts in British Columbia and provides dispatch services for more than 70 police agencies and fire departments across the province. E‐Comm also owns and operates the largest multi‐jurisdictional, tri‐service, wide‐area radio network in the province used by police, fire and ambulance personnel throughout Metro Vancouver and parts of the Fraser Valley.

Media contact
E-Comm
604-215-6248
[email protected]

Talana Watt Madu wins National Emergency Number Association award

Talana Watt Madu, a Police Call Taker with E-Comm and proud Maple Ridge resident, has been awarded the National Emergency Number Association (NENA) Gold Line Scholarship—one of only 11 Canadians to receive the honour this year, and the sole recipient from British Columbia.

The Gold Line Scholarship recognizes exceptional 9-1-1 telecommunicators, call takers, and dispatchers who demonstrate professional excellence and a commitment to growth through education.

The award gave Talana the chance to attend the NENA 2025 Conference & Expo in Long Beach, California, one of the largest gatherings of its kind in North America, bringing together public safety experts, technology innovators, and government leaders to share best practices and explore the latest advancements in the industry.

Talana first discovered her passion for helping others as a volunteer at the Crisis Centre BC, which led her to join E-Comm in 2022. Since then, she has taken on a variety of leadership roles and developed a strong commitment to peer coaching and mentorship.

“Receiving the Gold Line Scholarship was incredibly meaningful,” said Talana. “It validated my goals to keep learning and growing, and it reminded me that the work I do as a police call taker truly matters. I came home with new tools, ideas, and a renewed passion for supporting my colleagues.”

During the conference, Talana attended training sessions on mental health, mentorship, and wellness strategies, toured the Long Beach disaster preparedness centre, and connected with professionals from across Canada and the U.S. A standout moment for her was a keynote exercise led by author Suneel Gupta, which revealed the shared challenges faced by emergency communications professionals—and the solidarity that exists within the field.

“One of my biggest goals is to continue developing as a leader within E-Comm, regardless of title,” says Talana. “Whether it’s through coaching, mentoring or simply listening, I want to help build a strong, resilient team where people feel supported, equipped and valued.”

Talana has already begun sharing what she learned, posting stress-management tips and wellness reminders for her colleagues at E-Comm. Looking ahead, she hopes to inspire more Canadian representation among Gold Line Scholarship recipients in 2026.

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