Blog | 911 Emergency Dispatcher | 911 Emergency Dispatch

Vancouver, B.C. — Today at 8:10 a.m. Burnaby RCMP’s emergency call-taking and dispatch services were successfully integrated into the regional emergency communications centre, becoming the 14th police agency to be dispatched by E-Comm and the third to join in less than one year.

The transition of Canada’s second largest RCMP detachment to E-Comm is another positive step toward the amalgamation of multiple police dispatch centres within the region into a larger, more integrated communications model. This shared approach to dispatch means staffing and technical resources can be shared among all of the agencies dispatched by E-Comm, providing for increased capacity and faster police response when managing day-to-day emergencies and in times of peak 9-1-1 call volume. This shared approach complements and capitalizes on other regional emergency communication initiatives such as the single radio network provided by E-Comm for emergency services in Metro Vancouver and Abbotsford.

Veteran Burnaby RCMP dispatchers Wanda Sleightholme and Tami McIntosh confidently assumed command of the dispatch channels, welcoming RCMP members over the air with radio confirmation of the successful transition. Sleightholme and McIntosh, along with 40 other full and part-time Burnaby call-takers and dispatchers, will continue to support Burnaby officers and residents from their new location at E-Comm.

Immediately following the official changeover to E-Comm, RCMP Chief Superintendent Dave Critchley addressed officers over the radio:

“I’m speaking to you from the E-Comm communications centre where I’ve been monitoring the transition which I’m pleased to say has been seamless. Today is an important day for the Burnaby RCMP detachment, our members and the public we proudly serve. I am pleased to announce that moments ago we transitioned over to E-Comm, marking the start of a new partnership between our organizations in yet another step in the continued evolution of public safety for our community. Congratulations everyone and have a good shift.”

All Burnaby emergency communications operators were offered positions at E-Comm prior to the transition. The staff will continue to perform the duties they were responsible for at the Burnaby detachment. Extensive training sessions were arranged over the past few months to help transitioning staff familiarize themselves with their new surroundings, while E-Comm employees were busy learning about Burnaby’s operations, community and geography in order to provide a broader base of support for their new colleagues.

The City of Burnaby announced in February that it would be relocating its police dispatch operations to E-Comm after an extensive evaluation of their current operations determined a move would provide increased sustainability, risk mitigation and significant cost savings. Burnaby Councillor Pietro Calendino cited numerous advantages to moving to E-Comm.

“Our partnership with E-Comm will allow us to continue to provide our community with quality police service in a cost effective and operationally-efficient manner,” explained Councillor Calendino, chair of Burnaby’s Community Policing Committee. “This transition offers us several key advantages such as enhanced cross-communication between agencies, a larger workforce for better coverage during major and extended emergency events and access to top-tier technology.”

The successful integration of Burnaby RCMP’s dispatch services was the result of rigorous operational and technical planning between the City of Burnaby, the RCMP and E-Comm.  Burnaby is the 14th police agency dispatched by E-Comm, which also dispatches for 19 fire departments throughout southwest B.C.

“We believe that integrating police services, including dispatch operations, is a key element in helping create safer communities throughout B.C.,” said David Guscott, E-Comm president and CEO. “Our new partnership with Burnaby RCMP is a significant milestone for our organization, and we are committed to ensuring the detachment receives high-quality, responsive, resilient service, 24-hours a day.”

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E-Comm answers close to one-million 9-1-1 calls each year for Metro Vancouver, the Sunshine Coast Regional District, Whistler, Squamish and the Squamish-Lillooet Regional District (south). For tips on using 9-1-1 and more information about E-Comm visit www.ecomm911.ca or follow E-Comm’s Twitter feed @ecomm911_info.

E-Comm provides dispatch services for more than 30 police and fire departments within Metro Vancouver, the Sunshine Coast Regional District, Whistler, Squamish and the Squamish-Lillooet Regional District (south) including:

Police Departments:

• Bowen Island RCMP
• Burnaby RCMP
• New Westminster Police Department
• Deas Island (RCMP Traffic Services)
• Port Mann (RCMP Traffic Services)
• Richmond RCMP
• Ridge Meadows RCMP
• Squamish RCMP
• Sunshine Coast RCMP
• UBC RCMP
• Vancouver Police Department
• West Vancouver Police Department
• Whistler RCMP
• Pemberton RCMP
• Stl’átl’imx Tribal Police

Fire Departments:

• Birken Fire Protection Society
• Delta Fire & Emergency Services
• East Howe Sound Fire Protection Association (under SLRD South)
• Britannia Beach Volunteer Fire Department (also serving Furry Creek)
• Egmont & District Volunteer Fire Department
• Gibsons & District Volunteer Fire Department
• Garibaldi Fire Department
• Halfmoon Bay Fire Department
• New Westminster Fire/Rescue Service
• Pemberton Fire Department
• Pender Harbour Fire Department
• Port Moody Fire-Rescue
• Richmond Fire-Rescue Services
• Roberts Creek Fire Department
• Sechelt Volunteer Fire Department
• Squamish Fire-Rescue
• Vancouver Fire & Rescue Services
• Whistler Fire Department

Media contact:
Jody Robertson
E-Comm 9-1-1
604-215-4956 or 604-640-1342 (pager)
[email protected]

E-Comm urges parents to make 9-1-1 education part of back-to-school preparations

Vancouver, B.C. — Today marks the first day of a new school year and as children head back to the classroom, E-Comm, the regional emergency communications centre, is reminding parents and caregivers about the importance of teaching children how and when to use 9-1-1.

“It’s so important for kids to know what to do during an emergency,” says Cameron MacPherson, E-Comm fire call-taker. “Kids can save lives; they just need the right tools and knowledge to be able to get the help they need during an emergency. Dialing 9-1-1 can seem pretty scary when you’re young and feeling frightened. We want children to know that we’re here to help.”

Take a few minutes to go over the following tips with your children or those in your care. Regardless of age, knowing how and when to use 9-1-1 saves lives.

9-1-1 tips for kids:

• A 9-1-1 emergency means that you need the police, ambulance or fire department right away.
• You should call 9-1-1 straightaway if you feel scared or are in danger.
• Always call 9-1-1 if:
  • you or someone else is really sick or hurt,
  • you smell or see smoke or fire,
  • someone is stealing or doing something very bad like hurting someone.
• When you call 9-1-1 the operator will ask where you are and what is happening. Try to stay calm, speak clearly and do your best to answer their questions. Help is on the way.
• Always do what the 9-1-1 operator tells you and stay on the phone until you are told it is okay to hang up.

9-1-1 tips for parents/caregivers:

• Ensure children know where your phone is located – keep cordless phones fully charged and located in the same place at all times that is easily within reach for your child. You don’t want them to have to search for a phone in an emergency or be unable to reach it.
• Teach children your address and keep that information close to all phones. Remember that landlines provide exact location information (addresses) to 9-1-1 but cellphones provide general location information only and never include unit numbers in the case of high-rises or condominiums.
• Remind older children that you can’t text or tweet 9-1-1. The only way to reach 9-1-1 in Canada is through dialing a phone.
• Remind your children that they should only call 9-1-1 if there is a true emergency.
• It is important for parents to know that in the event of accidental/prank calls 9-1-1 operators will call back and in many cases will send police when location is known.
• Role-playing what to do in emergency situations helps kids understand what to do and when to call. You can find examples of the kinds of questions 9-1-1 staff will ask on our website.
• If you would like to practise dialing 9-1-1 with your children always unplug landline phones or turn off cellphones prior to letting them dial to avoid making an accidental call.

If English is a second language:

• Teach your children the English word for the language they do speak (e.g., learn to say “Cantonese”).
• Teach your children to say the words “police,” “fire” and “ambulance” in English.
• Teach your kids how to say their address in English.
• Remind children that even if they speak a little English that is often all an operator needs to collect information and send help.
• E-Comm has a 24-hour interpretation service available in more than 170 languages.

E-Comm has a variety of free 9-1-1 educational materials available for order for parents, caregivers, teachers and children of all ages living in Metro Vancouver, the Sunshine Coast, Whistler, Squamish or the Squamish-Lillooet Regional District. Visit ecomm911.ca to place your order. E-Comm’s 9-1-1 educational materials are also available to download online at ecomm911.ca.

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E-Comm 9-1-1answers almost one million 9-1-1 calls each year for Metro Vancouver, the Sunshine Coast, Whistler, Squamish and the southern portion of the Squamish-Lillooet Regional District, provides dispatch services to more than 30 police and fire departments, and operates the wide-area radio network used throughout Metro Vancouver and the Fraser Valley by police, fire and ambulance personnel.

In order for parents/caregivers to help teach children the proper use of 9-1-1 and what to expect if they need to call for help, audio of a simulated 9-1-1 call is available along with a photo of two young children with an E-Comm fire dispatcher.

Media contact:
Jody Robertson
E-Comm 9-1-1
604-215-4956 or 604-640-1342 (pager)
[email protected]

Resources:
Demonstration audio:  Sample of child calling 9-1-1 to report a fire

Vancouver, B.C. —E-Comm, southwest British Columbia’s emergency communications centre, is pleased to announce its 2013-2014 board of directors. The board was appointed by shareholders at E-Comm’s Annual General Meeting today.

E-Comm’s board is comprised of 18 directors and includes elected officials, representatives of emergency services and the provincial government, along with municipal staff and local community and business leaders from across Metro Vancouver.

“Each member of our board brings distinct experience, extensive knowledge and a shared vision that aligns with our organization. I am confident this multi-talented group will bring us further in our success as we move into the second year of our strategic plan, Vision 2020,” says David Guscott, E-Comm president and CEO. “Representing governments and public-safety agencies, the board will support us as we help create safer communities through excellence in public-safety communication.”

2013-2014 Board of Directors:

• Jocelyn Kelley, Independent Director, also appointed Board Chair
• Penny Ballem – City manager, City of Vancouver (representing City of Vancouver)
• Alan Campbell – Councillor, White Rock (representing City of White Rock, Township of Langley, City of Surrey)
• Mike Clay – Mayor, City of Port Moody (representing independent police boards – West Vancouver, Port Moody, New Westminster, Abbotsford, Transit Police)
• Ernie Daykin – Mayor, District of Maple Ridge (representing District of Maple Ridge and City of Pitt Meadows)
• Diana Dilworth – Councillor, City of Port Moody (representing Village of Belcarra, City of Port Coquitlam, City of Coquitlam, City of New Westminster and City of Port Moody)
• Barry Forbes  – Independent Director
• Len Garis – Fire chief, City of Surrey (representing City of Surrey, Township of Langley, City of White Rock)
• Michael MacDougall – President, Emergency Health Services Commission and Executive Vice-President, Provincial Health Services Authority (representing Emergency Health Services Commission)
• W. Fraser MacRae – Assistant Commissioner, RCMP (retired); (representing Royal Canadian Mounted Police)
• Gayle Martin – Councillor, City of Langley (representing Metro Vancouver)
• Bill McNulty – Councillor, City of Richmond (representing City of Richmond)
• Darrell Mussatto – Mayor, City of North Vancouver (representing City of North Vancouver, District of West Vancouver, District of North Vancouver)
• Clayton Pecknold  – Assistant Deputy Minister, Policing and Community Safety Branch, Ministry of Justice (representing Ministry of Justice)
• Karl Preuss – Director of Finance, Corporation of Delta
• Bob Rolls – Deputy Chief, Vancouver Police Department (retired); (representing Vancouver Police Board)
• Sheldon Stoilen – Independent director
• Glenn Wong – Independent Director
  

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E-Comm 9-1-1 answers almost one million 9-1-1 calls each year for Metro Vancouver, the Sunshine Coast, Whistler, Squamish and the southern portion of the Squamish-Lillooet Regional District, provides dispatch services to 30 police and fire departments, and operates the wide-area radio network used throughout Metro Vancouver by police, fire and ambulance personnel.  

Media contact:

Jody Robertson
E-Comm 9-1-1
604-215-4956 or 604-640-1342 (pager)
[email protected]

Seamless integration result of extensive planning

Vancouver, B.C. — New Westminster Police Department’s (NWPD) emergency call-taking and dispatch services successfully integrated into the E-Comm regional emergency communications centre today. The successful changeover was the result of months of extensive operational and technical planning by NWPD and E-Comm.

Veteran NWPD dispatcher Noella Hunter assumed command of the dispatch channels from her new workstation at E-Comm at 8:11 a.m. and immediately following, Chief Dave Jones took to the radio to address officers: “I just want to express my appreciation and thanks to all of our dispatchers and complaint-takers, past and present, who have served the City, our citizens and yourselves so very well.”

New Westminster announced in February that it would be moving its police call-taking and dispatch operations to E-Comm in order to continue providing its community with quality police service while lowering potential risks and offering increased operational benefits and efficiencies. E-Comm’s consolidated dispatch system provides enhanced cross-communication between agencies, a larger workforce for better coverage during major and extended emergency events and access to top-tier technology. New Westminster is the thirteenth police agency dispatched by E-Comm, which also dispatches for 19 fire departments (including New Westminster Fire & Rescue Services) throughout southwest B.C.

“We have committed through our strategic plan to ensure that all sections of NWPD are sustainable and provide the best service delivery possible,” added Jones. “Our partnership with E-Comm will provide many benefits, most important, enhanced public safety for the City of New Westminster.”

By partnering with E-Comm, NWPD will be able to work even more closely with many of the other police agencies dispatched by E-Comm, including neighbouring Richmond RCMP and beginning in October, Burnaby RCMP when that detachment also integrates with E-Comm. The size and scope of the E-Comm centre means that when there is a major event in one of the communities dispatched by the organization, E-Comm can draw from its large contingent of highly-trained staff and quickly re-deploy resources to help manage the increase in 9-1-1 calls. This provides an increased level of service an individual agency would be hard-pressed to achieve on its own.

Nineteen NWPD call-takers and dispatchers have moved to E-Comm where they will continue to perform the duties they were responsible for at NWPD. Extensive training sessions were arranged over the past few months to help transitioning staff familiarize themselves with their new communication centre, while E-Comm employees were busy with cross-training exercises to learn about New Westminster’s operations, community and geography.

“We are very proud to partner with New Westminster police and believe that integrating dispatch operations is a key element in helping create safer communities in B.C.,” said David Guscott, E-Comm president and CEO. “Our goal is to enhance and support our partners’ emergency response in order to meet the high standards expected from the critical role of emergency call-taking and dispatching.”

E-Comm has been a proud partner of New Westminster police since 2002 when they first joined the E-Comm radio system and with New Westminster Fire/Rescue Services, which also use the E-Comm radio system and for whom E-Comm has been dispatching for since 2005.

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E-Comm answers close to one-million 9-1-1 calls each year for Metro Vancouver, the Sunshine Coast Regional District, Whistler, Squamish and the Squamish-Lillooet Regional District (south). For tips on using 9-1-1 and more information about E-Comm visit www.ecomm911.ca or follow E-Comm’s Twitter feed @ecomm911_info.

Media contacts:

Sgt Diana McDaniel

New Westminster Police Department

604-529-2423

[email protected]

Jody Robertson

E-Comm 9-1-1

604-215-4956 or 604-640-1342 (pager)
[email protected]

Richmond, B.C. — Richmond RCMP Sgt. Cam Kowalski and E-Comm Training Manager Corrie Okell were honoured with a Richmond Chamber of Commerce 9-1-1 award in the category of Community Safety Initiative, for their innovative aircraft laser attack policy that was developed as a means of responding to laser pointers aimed from the ground into cockpits of aircrafts in flight.

Shining a laser into the cockpit of an aircraft is a serious safety risk and completely incapacitates pilots. It is also a violation of several federal offences. Sgt. Kowalski along with Okell developed a standard operating procedure for E-Comm call-takers and dispatchers who support Richmond RCMP and Richmond Fire-Rescue. The new policy came into effect in May 2012, and allows E-Comm to field all reports of laser incidents in Metro Vancouver from the air traffic control or airport operations centre and notify local police. Under the previous policy air traffic control would report a laser incident internally within NAV CANADA but there would be a time delay in response.

“This policy gives first responders the opportunity to make significant breakthroughs in improving response times and helping to create safer communities,” says Okell. “Already we have seen a dramatic decline in the number of laser pointer incidents, which have fallen from 42 in 2011 to 13 in 2012 following the launch of the new policy.”

NAV CANADA is using the new laser policy as a basis for policies in airports across British Columbia, and cites it as a “best practice.” Sgt. Kowalski and Okell were recognized for their contributions to public safety at an award ceremony held in Richmond on May 7, 2013.

E-Comm answers close to one-million 9-1-1 calls each year for Metro Vancouver, the Sunshine Coast Regional District, Whistler, Squamish and the Squamish-Lillooet Regional District (south). For tips on using 9-1-1 and more information about E-Comm visit www.ecomm911.ca or follow E-Comm’s Twitter feed @ecomm911_info.

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Media Contact:
Jasmine Bradley
E-Comm 9-1-1
604-215-5023 or 604-640-1342 (pager)
[email protected]