Blog | 911 Emergency Dispatcher | 911 Emergency Dispatch

With hot weather in the forecast, first responders are preparing for a busy weekend ahead, and E-Comm is asking British Columbians to help keep 9-1-1 lines free for emergencies only.

During summer months, emergency communications centres typically see more calls for service, with more people outdoors enjoying the sunshine at beaches, parks, patios and attractions.

Of those calls, hundreds will be made by mistake, and the impact can be detrimental as they take critical resources away from people in emergencies who need them the most.

“Our call-takers and dispatchers play a critical role in public safety, helping to connect the public with our first responder partners on the ground during an emergency situation,” says E-Comm 9-1-1’s Communications Manager Carly Paice. “The public can help us help keep 9-1-1 free for emergencies, by storing devices carefully to avoid accidental dials and staying on the line with 9-1-1 should you call in error. This allows our call takers to be able to quickly move on to assist with an emergency call.”

For more tips on preventing and knowing what to do if you call 9-1-1 in error, visit our website.

In addition to preventing pocket dials to 9-1-1, E-Comm has compiled a list of tips and resources to help you and your family stay safe through the warm weather ahead.

• If you have health questions on heat-related symptoms, call 8-1-1 to speak with a public health nurse. If you, or someone else is in medical distress, call 9-1-1.
• Elevated heat may increase risk of wildfire. To report a wildfire, unattended campfire, or open burning violation, call 1 800 663-5555 toll-free or *5555 on a cellphone.
• Follow information and updates about heat warnings via Emergency Info BC.
• Spend time in air-conditioned spaces. Check with your local city services for information about cooling facilities.
• Check in on vulnerable friends, family and neighbours.
• Know your location, especially if you are camping, travelling, hiking or spending time in an area that is new to you. An exact address is always best, but landmarks and cross streets will also help us find you in an emergency.
• Keep non-urgent matters off 9-1-1. If you need non-urgent help for the police (for example, you return from a day at the beach to find your car has been broken into) call your local 10-digit non-emergency number or file a report online. Visit nonemergency.ca to learn more.

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
604-215-6248
[email protected]

B-Roll/Photos
Updated assets are available for download here.

E-Comm announced its 2024-2025 Board of Directors at their Annual General Meeting today, naming seven new board members. The remaining members, who are designated by shareholders, were reconfirmed for another term by their nominating entities. A moment of appreciation was shared for departing board members: Aniz Alani, Barb Martens, Kurt Pregler, Kevin Lorette, George Madden and Doug Scott.

Doug Campbell returns as Board Chair, a position he has held since 2016. During the Annual General Meeting, Campbell recognized the significant strides that have been made throughout the first full year of E-Comm’s transformation plan, including the organization’s best overall service levels in the past five years, for 9-1-1, police and fire call taking. More details are provided in the 2023 Annual Report and Financial Statements, posted today.

“E-Comm employees play an essential role in public safety as the critical link between the public and first responders, connecting callers to the help they need in an emergency,” says Board Chair Doug Campbell. “On behalf of the Board, we extend our appreciation to all E-Comm staff for their hard work and dedication. It is through their collective efforts that transformation plan improvements are working and helping to modernize E-Comm’s operations.”

The Board of Directors is responsible for overseeing the company’s strategic planning and direction, finances and operating results. Management is accountable to the Board of Directors for day-to-day operations and administration.

2024-2025 Board of Directors

*New directors appointed on June 20, 2024

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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]

Acting Charge Dispatcher Alexis Campbell and Chief Wishlove, Richmond-Fire Rescue

Last week, Chief Jim Wishlove recognized E-Comm Fire Dispatch: Team 1 for the demonstration of effective teamwork, innovation, communications, and support of Richmond Fire-Rescue response crews during the night of January 16-17, when record-breaking cold weather wreaked havoc across the lower mainland, including the City of Richmond.

Acting Charge Dispatcher Alexis Campbell, who was also recognized for demonstrating exemplary leadership, led Team 1 through and extremely busy night shift with focus, strength, and positivity—all while liaising with Chief Wishlove as fire crews responded to multiple calls for service, including frozen and bursting pipes and a large-scale gas leak.

Thank you to Acting Charge Dispatcher Alexis Campbell and Fire Dispatch Team 1 for working tirelessly with determination and efficiency to support fire crews and public safety in the City of Richmond.

Fire Dispatch Team 1 and Chief Wishlove, Richmond Fire-Rescue

The Province of British Columbia has declared April 14-20 as Emergency Service Dispatchers and 9-1-1 Awareness week, in honour of the 9-1-1 call-takers, dispatchers, technology specialists and support staff who help keep our communities and first responders safe across the province.

You may take emergency service call takers and dispatchers for granted until you have a reason to call 9-1-1, but these are the people we turn to for help and safety during some of life’s most difficult moments. They make up the backbone of B.C.’s emergency response system, answering some of the most challenging calls with calming and reassuring voices to ensure you get the help you need in an emergency.

“This week, we recognize the staff at E-Comm who work tirelessly as the first, first responders and the lifeline between the public and our emergency services partners on the ground across the Province,” says Stephen Thatcher, Vice President, Operations. “It is impossible not to be inspired by our employees’ commitment to providing the robust infrastructure and services needed to ensure seamless public safety communications and responding swiftly to crises. Their professionalism is nothing short of commendable, and I am truly appreciative of the work they do.”

In addition to recognizing the unsung heroes of 9-1-1, this week is also an opportunity to remind everyone of simple, yet essential, steps we can take to help protect B.C.’s critical emergency resources.

• Know when to call 9-1-1 vs Non-Emergency. 9-1-1 is for emergencies where urgent help is required from police, fire or ambulance. To report a crime that does not require immediate help from police, call the non-emergency line or file a report online. Find your local number or online reporting tools at nonemergency.ca
• Avoid accidental calls to 9-1-1. E-Comm receives hundreds of accidental calls to 9-1-1 every day. Lock and store your phone or smart devices carefully. If you or a family member does call by accident, stay on the line. You won’t be in trouble, we simply need to verify you are safe.

• Know your location. Cellphones provide general information but they don’t pinpoint an exact location for 9-1-1 call-takers. Callers are always the best source of information, especially during an emergency when time is of the essence. Always know your location including what city you are in, building or home addresses, cross streets or any other landmark information that will help emergency personnel find you.
• Be prepared to answer questions. It’s the job of 9-1-1 call-takers to get you the emergency response you need. To do that, call-takers are trained to ask specific questions in a priority sequence, relaying information via computer to dispatchers and first responders. Listen carefully, speak clearly and try to remain calm.

9-1-1 is more than just a phone number—it’s a critical lifeline for those who need help during an emergency. Thank you for doing your part to keep 9-1-1 lines free for emergencies only.

Are you interested in helping to save lives and protect property? It’s your time to make a difference. Learn more about a career at E-Comm by visiting www.ecomm911.ca/join-our-team/

At approximately 6:00 am on Saturday, March 16, 2024, E-Comm was made aware of a service disruption that impacted several of its systems. This led to a temporary slow-down in processing of some emergency calls through 9-1-1.

E-Comm activated its back up protocols to ensure the continuity of its 9-1-1 services, which includes a secondary call-taking site and assistance from our partners at BCEHS.

E-Comm’s Technology Services team have been working diligently to restore affected systems and to assess the impact of the outage. The cause is believed to be a server malfunction as a result of overheating.

Phone services, including 9-1-1 and police non-emergency lines, were operating normally as of 11:00 am on March 16, 2024.