Blog | 911 Emergency Dispatcher | 911 Emergency Dispatch

Vancouver, B.C.— Calling 9-1-1 to complain that a nail salon won’t change your nail polish colour is a call that doesn’t belong on 9-1-1, says E-Comm as it releases its top 10 nuisance calls list for 2017.

E-Comm call-taker Christie Duncan fielded the call and says it’s just one example of the types of calls call-takers receive every day that can tie up the 9-1-1 lines. “Spending time on calls like these takes me away from being available to help someone who is a serious emergency situation,” says Duncan. “And believe it or not, this isn’t the first time I’ve received a call about the colour of nail polish.”

Here is E-Comm’s 2017 list of top 10 reasons to not call 9-1-1:

1. Complaining a salon wouldn’t change nail polish colour
2. Car refusing to move forward at a gas station pump
3. To report food was inedible and restaurant refusing to provide refund
4. Complaining tenant moved without returning keys
5. Calling because someone parked in their parking spot
6. Wondering if a washroom closed sign at a popular beach was legitimate
7. Complaining gas station wouldn’t accept coins for payment
8. Calling to ask if raccoons are dangerous animals
9. Asking if there’s a law preventing washing clothes at 6 a.m.
10. Calling to check the time following the fall time change

“As you can see by our 2017 list, some people believe 9-1-1 can be used as a customer complaint or general information service,” says Jody Robertson, executive director of corporate communications. “While these calls are absurd, they’re more common than you might think. The fact is – every time a 9-1-1 call taker handles one of these calls, we waste valuable resources. We’re asking the public to help us help.”

Robertson reminds the public that 9-1-1 is for police, fire or medical emergencies when immediate action is needed and calling non-emergency lines for calls like this is also not appropriate. “Non-emergency lines are for important police matters. None of the items on our list is a police matter.”

E-Comm, B.C.’s largest emergency communications centre, receives approximately 1.36 million calls every year.

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E-Comm is the largest 9-1-1 call centre in B.C., handling approximately 1.36 million emergency calls per year for 26 regional districts and communities spanning from Vancouver Island to Alberta and from the U.S. border, to north of Prince George.

E-Comm also provides call-taking and dispatch services to 36 police agencies and fire departments in southwest B.C. and operates the largest multi-jurisdictional, tri-service emergency radio system in the province. 

For additional information, please contact:

Sam Corea
E-Comm 9-1-1
604-215-4877
[email protected]

Vancouver, B.C.—One in five 9-1-1 calls for police isn’t an emergency, according to estimates by E-Comm, B.C.’s largest emergency communications centre.

To help keep 9-1-1 lines free for emergencies that require immediate action from police, E-Comm is conducting a public awareness campaign focused on helping people better recognize when to call 9-1-1 and when to call the non-emergency line.

“9-1-1 is for those who need assistance right away – their health, safety or property is in immediate jeopardy, or a crime is in progress,” says Jasmine Bradley, E-Comm’s Manager of Corporate Communications.

Some recent examples of police matters that should have been reported on the non-emergency line, not 9-1-1:

• Vehicle break-in that happened three days earlier
• Motor vehicle crash with no injuries and the vehicle was driveable
• A break-in that occurred 90 minutes earlier, with no suspect on scene and no one at risk

In 2016, E-Comm managed more than 387,000 emergency calls for 17 police agencies in Metro Vancouver. It’s estimated that approximately 77,000 were non-emergencies.

“Before we ask a 9-1-1 caller to hang-up and call their local non-emergency number, we have to take time to assess whether the situation is an actual emergency,” explains E-Comm police call-taker Jefferey Ching, who received the call for the three-day-old vehicle break-in. “My caller certainly needed to report that break-in to police, but the non-emergency line is a better choice so that if someone calls 9-1-1 for a true emergency, they get through as soon as possible. ”

Bradley adds that if anyone is in doubt if their situation is an emergency, they should dial 9-1-1 first. “Generally speaking, if there is no immediate danger, there is a significant time delay and no suspect on scene, a 9-1-1 call-taker will refer the caller to the local non-emergency line so a report can be taken without tying up 9-1-1.”

“My caller was great and understood my reasons for needing to call non-emergency,” says Ching. “I hope people will help us by taking the opportunity to learn more about the differences and to keep their local non-emergency numbers on hand if need be.”

Non-emergency numbers within E-Comm’s service area are available at nonemergency.ca.

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Resources

Radio ads and campaign materials.

E-Comm’s Jefferey Ching, police call-taker, quoted in the news release.

E-Comm is the largest 9-1-1 call centre in Canada, handling approximately 1.36 million emergency calls per year for 26 regional districts and communities spanning from Vancouver Island to Alberta and from the U.S. border, to north of Prince George.

E-Comm also provides call-taking and dispatch services to 36 police agencies and fire departments in southwest B.C. and operates the largest multi-jurisdictional, tri-service emergency radio system in the province. 

For additional information, please contact:

Sam Corea
E-Comm 9-1-1
604-215-4877
[email protected]

COQUITLAM, BC, Nov. 21, 2017 – Coquitlam Fire/Rescue’s (CFR) dispatch services moved to E-Comm on Nov. 21, ensuring the community will continue to receive high quality 9-1-1 services as call volumes rise in the future.

Access to leading-edge technology, increased staff coverage, alignment with other regional emergency responders and cost benefits are among the advantages of the shift to E-Comm, B.C.’s largest consolidated emergency communication centre.
E-Comm is responsible for more than 90 per cent of B.C.’s 9-1-1 call volume.

The decision to move to E-Comm was made following a review of Coquitlam’s fire and emergency services communications during the 2017 Business Planning process. The review determined an external dispatch system would better enable CFR to provide efficient and effective emergency response as call volumes rise in the years to come. No jobs are to be lost through this process as existing Coquitlam Fire Dispatch staff will transition into other vacant positions within the department.

CFR first partnered with E-Comm, when it joined the regional radio system in 2007, and because CFR’s technology is already fully compatible with E-Comm, the transition will have no technological impact on day-to-day operations or access to 9-1-1 services for Coquitlam residents.

The move brings a number of enhancements to firefighter and public safety, including:

• Larger dispatch workforce for increased coverage in major and extended events;
• A purpose-built facility, with enhanced security and back-up provisions;
• Cost benefits through shared resources and infrastructure;
• Access to extensive 24/7 technical support;
• A dedicated fire dispatch manager; and
• Rigorous quality assurance processes.

E-Comm, which has a staff of more than 350 call-takers/dispatchers and has provided police and fire dispatch services for more than 18 years, follows the strict service level targets set by the National Fire Protection Association.

Today’s high-tech dispatch systems and standards-based operating policies have proven very effective in supporting accurate and timely reponse by fire crews to emergency scenes.

In the Tri-Cities, E-Comm provides dispatch services for Port Moody Fire-Rescue and Port Moody Police.

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Media contact:
Wade Pierlot
Fire Chief
Coquitlam Fire/Rescue
604-927-6401
[email protected]

Kathleen Vincent
City of Coquitlam
Office: 604-927-3019
Cell: 604-218-1319
[email protected]

Jasmine Bradley
E-Comm 9-1-1

604-215-5023
[email protected]

Vancouver, B.C.—Today at 7:33 a.m. the Abbotsford Police Department (APD) successfully transitioned its 9-1-1 and police call-taking services to E-Comm, British Columbia’s largest emergency communications centre. Dispatch followed at 7:56 a.m. Abbotsford is the first municipal police department outside Metro Vancouver to join E-Comm, and is its 18th police dispatch partner.

E-Comm has been providing 9-1-1 call-answer services for the Upper Fraser Valley since 2016 and today, also became the first point of contact for 9-1-1 callers in the City of Abbotsford. The first call to 9-1-1 following the cutover came in at 7:54 a.m. to report a fire. The call was transferred to the Fraser Valley Regional Fire Dispatch centre.

APD has been using the E-Comm radio system since 2011.

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E-Comm is the largest 9-1-1 call centre in Canada, handling approximately 1.36 million emergency calls per year for 26 regional districts and communities spanning from Vancouver Island to Alberta and from the U.S. border, to north of Prince George.

E-Comm also provides call-taking and dispatch services to 36 police agencies and fire departments in southwest B.C. and operates the largest multi-jurisdictional, tri-service emergency radio system in the province. For more information visit www.ecomm911.ca.

For additional information please contact

E-Comm 9-1-1

Jody Robertson
604-215-4956
[email protected]

Abbotsford Police Department

Cst. Ian MacDonald
604-864-4721
[email protected]

Vancouver, B.C.—The Board of Directors of E-Comm, British Columbia’s largest emergency communications centre, today announced the appointment of Oliver Grüter-Andrew as its new President and Chief Executive Officer effective September 18, 2017. The selection comes after a five-month nationwide search to find the right candidate to lead E-Comm and the critical emergency communications services and infrastructure it provides, into the future. Grüter-Andrew succeeds incumbent CEO David Guscott, who announced his retirement earlier in the year after seven years’ service.

Grüter-Andrew is currently Chief Information Officer (CIO) for the Provincial Health Services Authority (PHSA) and previously served as CIO for the University of British Columbia (UBC). He brings to E-Comm 25 years’ experience in both the public and private sectors where he has been responsible for implementing and managing the shared services, systems and technologies that support millions of people in their everyday lives.

“Oliver is an established and well-respected strategic leader in our province who understands the value of strong and collaborative partnerships,” says Doug Campbell, E-Comm Board Chair. “High-quality service, robust technology and secure systems are the foundation of E-Comm, but Oliver understands that it’s our staff and partners who are the heart of saving lives and protecting property. That makes him the perfect fit for us, and for public safety.”

As CIO for both UBC and PHSA, which includes acting as CIO for longtime E-Comm radio system user BC Emergency Health Services (EHS), Grüter-Andrew has led large cross-functional teams through organizational, strategic and technical change and has proven to be a successful and trusted leader who brings a strong reputation for developing people and inspiring innovation and teams.

“As public safety infrastructure, technologies and services continue to evolve in the coming years, E-Comm is well positioned to build on its leadership role in developing the most effective and resilient emergency communications systems in Canada,” explains Campbell. “The Board and I could not be more pleased with the Oliver’s appointment to this critical role at this very important time. He’s a true visionary.”

With a dedicated staff of 500, E-Comm operates the largest 9-1-1 call centre in B.C., handling approximately 1.36 million 9-1-1 calls per year for Metro Vancouver and 25 other regional districts and communities spanning from Vancouver Island to Alberta and from the U.S. border, to north of Prince George. E-Comm also provides emergency call-taking and dispatch service for 35 police and fire agencies in southwest B.C. and mission-critical technology that supports first responders, including the largest multi-jurisdictional, tri-service emergency radio system in B.C.

“I am very aware of the contribution E-Comm makes every day to communities across B.C. and I am anxious to start working with my new colleagues to advance many impressive accomplishments,” says Grüter-Andrew. “9-1-1 call-answer and dispatch, the E-Comm radio system and its other public safety technologies are lifelines. I look forward to working with and supporting the many E-Comm staff who are responsible for them, so that together, we ensure first responders and British Columbians benefit from the best possible service. It is a credit to the E-Comm Board, staff and the organization’s many partners within police, fire and ambulance, that it has become a North American leader in emergency communications.“

As E-Comm CEO, Grüter-Andrew will also serve as CEO of PRIMECorp, the organization that manages PRIME-BC, the information management system used by police agencies across B.C. to access data and other critical information that helps them prevent and solve crime. It is the only multi-jurisdictional police records management system in Canada covering an entire province and has been described as unique, leading edge and a model for sharing police information in North America. PRIMECorp has 14 staff and its own Board of Directors.

“On behalf of the PRIMECorp Board, I am pleased to welcome a new CEO with a substantial track record of leadership in innovation, systems and technology,” adds Clayton Pecknold, PRIMECorp Board Chair. “Oliver’s extensive background and expertise will benefit our focus of service to our police partners across British Columbia by helping to ensure the ongoing effectiveness and security of PRIME-BC.”

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For more information contact:

Jody Robertson
E-Comm Corporate Communications
604-215-4956

[email protected]

www.ecomm911.ca
www.primecorpbc.ca

Oliver Grüter-Andrew Biography

Over the course of 25 years, Oliver Grüter-Andrew has worked in England, Europe, Canada and the United States in both the public and private sectors. A successful consultant and Chief Information Officer (CIO), Oliver has experience in a diverse set of industries, including financial services, consumer retail, utilities, higher education and health care. His principal contributions have been in technology management, shared services delivery, people development and corporate governance.

Oliver was born and raised in the Federal Republic of Germany, in the country’s industrial heartland not far from the Dutch border. At the age of 20, he moved to England to pursue his undergraduate studies, and he graduated with a degree in physics from the University of London in 1992. During that same year, he was married to Jacky, who came to London from New Zealand for her own education. Following graduation, Oliver joined management-consulting firm Accenture in the United Kingdom to start his career. In 1998, Oliver and Jacky decided on a lifestyle change and chose to move to Vancouver, where Oliver continued to work with Accenture until 2008. Earlier that decade their two boys, Cory and Ash, were born and the family has lived in Vancouver ever since. 

In 2009, Oliver joined the University of British Columbia as CIO until he moved to his current role as CIO of the Provincial Health Services Authority, Vancouver Coastal Health and Providence Health Care in 2015.

Oliver enjoys music, reading, skiing, swimming and walks with his dog. He cooks for his family and friends, but also enjoys eating out. Outside of family life and work, he serves on the Boards of Indigena Solutions, an IT service provider aiming to develop technology skills in First Nations communities, and the German Canadian Benevolent Society, which operates a residential care home in southeast Vancouver