Blog | 911 Emergency Dispatcher | 911 Emergency Dispatch

Vancouver, B.C.—TransLink operating companies—Coast Mountain Bus Company (CMBC) and BC Rapid Transit Company (BCRTC)—are now communicating on the E-Comm Wide-Area Radio Network, the largest emergency radio network in British Columbia.

BCRTC officially cut over to the radio network at 0315hrs on August 13, 2023, joining CMBC which completed its transition in 2022. This marks a milestone for public transit in Metro Vancouver, as SkyTrain, SeaBus and bus operators are now able to communicate seamlessly with Metro Vancouver Transit Police and other emergency service agencies already on E-Comm’s multi-jurisdictional, tri-service emergency radio system.

Public transportation is a critical resource for people across Metro Vancouver, and this transition not only enhances TransLink’s ability to manage its fleet and better serve the public, but the increased interoperability between transit staff and first responders also enhances the safety of its riders.

“We are excited Coast Mountain Bus Company and British Columbia Rapid Transit Company have joined our radio network,” says Tony Gilligan, E-Comm Vice President of Technology Services. “This partnership will provide TransLink with increased radio coverage and clear access to other public safety organizations that will improve the emergency response, when needed, throughout the transit system.”

“TransLink considers safety for customers our number one priority,” says Kevin Quinn, TransLink CEO. “I am extremely happy to note that this partnership with E-Comm will result in seamless communication between our operating companies and Transit Police and other emergency service agencies leading to better safety on our system.”

Spanning from Lions Bay to Abbotsford, more than 40 police, fire, ambulance and municipal agencies are using the E-Comm Wide-Area Radio Network. The network has about 15,000 active or available radios. In 2022, radio system users made more than 54 million transmissions on the network.

-30-

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]

Vancouver, B.C., June 22, 2023—E-Comm announced its 2023-2024 Board of Directors at their Annual General Meeting today, marking significant change with nine 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: Brent Asmundson, Barry Forbes, Lois Karr, Melanie Kerr, Warren Lemcke, Nicole MacDonald, Mary Sue Maloughney, Bill McNulty, Richard Walton and Ed Wolfe.

Doug Campbell returns as Board Chair, a position he has held since 2016. During the Annual General Meeting, Campbell reflected on the significant challenges E-Comm and its partner agencies experienced throughout 2022, offering an optimistic outlook for the future with a number of changes happening for the organization as part of a multi-year transformation plan. More details are provided in the 2022 Annual Report and Financial Statements, posted today.

“The last few years have been challenging and 2022 was no exception. Despite the extraordinary demand for emergency services and record breaking call volumes, E-Comm staff continued to rise to the occasion,” said Campbell. “The Board believes that E-Comm is rounding the corner and it’s all thanks to the heroic efforts of our staff who work tirelessly each day to protect the safety of British Columbians. On behalf of the Board, we want to express our deepest gratitude and appreciation to everyone at E-Comm. Thank you for your ongoing dedication and commitment to keeping our communities safe.”

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.

E-Comm shareholders and other stakeholders nominate Board members who provide extensive knowledge and experience to the company through their work on the Board and as members of the Board’s standing committees.

2023-2024 Board of Directors

A second board seat, nominated by the Provincial Government, is to be filled later.

*New directors appointed on June 22, 2023

-30-

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]

Emergency call volumes will not be cooling down as B.C. temperatures rise

Vancouver, B.C.—E-Comm is managing extraordinary 9-1-1 call volumes this year, with the volume of requests for emergency services already exceeding those of the heat dome in 2021. The emergency communications centre is expecting an exceptionally busy summer and is urging British Columbians to help protect its critical 9-1-1 resources by using the system responsibly.

E-Comm has seen a 21 per cent increase in 9-1-1 calls in the first five months of 2023, relative to the same period last year, with May marking the busiest month in E-Comm’s history. There were 39 per cent more calls to 9-1-1 in May 2023, compared to May 2022, and the company is forecasting high call volumes throughout the summer.

Extreme heat and wildfires have historically impacted 9-1-1 call volumes, and the return of pre-COVID activities including tourism, social gatherings and events are also likely contributors to the increased demand for emergency services. An April update to the Android operating system has also contributed to a global increase in auto-dialed false 9-1-1 calls, a problem which cellular phone manufacturers are working to address in a new update to be downloaded to phones throughout June.

“We have never seen 9-1-1 call volumes this high,” says Oliver Grüter-Andrew, President & CEO of E-Comm. “Despite increasing demands for emergency services, we have continued to meet our service level targets for emergency response this year, thanks to the heroic efforts of our staff who work tirelessly around the clock to keep our communities safe. We have implemented a number of improvements that have helped prepare us for the busy summer ahead, but we still need British Columbians’ help to keep 9-1-1 lines free for emergencies only.”

In light of the record-breaking number of calls to 9-1-1, E-Comm is sharing its top tips for protecting emergency resources.

Tips to protect 9-1-1

1. Only call 9-1-1 when immediate emergency assistance is required from police, fire or ambulance. Visit ecomm911.ca for specific examples of when to call.
2. Know your location in case you need to call 9-1-1. An exact address is always best, but your city, cross streets and major landmarks will also help us find you faster.
3. Carry your phone carefully to prevent pocket dials to 9-1-1, and know your phone’s safety functions – many phones have automatic 9-1-1 call-dial features including “fall detection” and Emergency SOS that result in false calls. If you do call us by accident, do NOT hang up. Please stay on the line so we can ensure you are safe.

-30-

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]

VANCOUVER— Emergency Communications Professionals of BC, represented by CUPE 8911, have ratified a new three-year collective agreement with E-Comm Emergency Communications for British Columbia (E-Comm) that addresses important improvements to wages, benefits, and working conditions.

The agreement, reached on May 3, focuses on the essential work of emergency operators and their crucial role in public safety and, says the union, will help ensure consistent service for emergency communications in British Columbia. The new agreement is retroactive to January 1, 2023, and is in place until December 31, 2025. It includes wage increases of 4.25, 3.75, and 3.5 per cent in each year of the agreement.

“We worked with E-Comm to address important issues facing our members so we can provide the best possible service to the public,” said CUPE 8911 President Donald Grant. “This agreement provides a solid foundation for further progress we can continue to build upon.”

E-Comm Vice President (People and Culture) Greg Conner described the agreement overall as “very positive for our employees and for E-Comm. It better supports our people, in a way that will help improve retention and stability in our operations. It also equips us to better meet the significant labour-shortage and staffing challenges that we continue to face.”

While pleased with the new collective agreement, Grant said the union remains dedicated to addressing ongoing pressing issues through advocacy.

“We remain committed to ensuring that the provincial government establish consistent service and response standards for emergency communications in B.C.,” he said, adding that the system needs sufficient resources to deal with rising demands and increased threats of natural disasters.

“Our goal is to ensure that the province’s emergency communications services are resilient enough to meet the increased demands resulting from climate change and social change, ensuring prompt assistance for every citizen, regardless of their location,” stated Grant.

-30-

Media contacts

Dan Gawthrop: CUPE Communications
Phone: 604.999.6132 E-mail: [email protected]

Dave Cunningham: VP Communications and Public Affairs, E-Comm
Phone: 604.215.6248 E-mail: [email protected]

VANCOUVER—E-Comm 9-1-1 (Emergency Communications for British Columbia Inc.) and Emergency Communications Professionals of BC (CUPE Local 8911) reached a tentative agreement late last night for a new three-year collective agreement.

“This new deal modernizes our collective agreement with improvements to compensation, benefits, and support for B.C.’s first, first responders who make sure there is someone there to answer the phone when you need help,” said CUPE 8911 President Donald Grant. “More work will need to be done to stabilize staffing levels at E-Comm, but this is an important step towards making sure there is a strong and resilient emergency communications system in British Columbia.”

E-Comm Vice President (People and Culture) Greg Conner said the proposed agreement was reached in a spirit of cooperation and mutual respect. “The outcomes will have lasting and positive impact on our collective ability to recruit, retain and develop the people who provide essential public safety services to the people of B.C,” said Conner.

Terms of the agreement will be released upon ratification by both parties.

– 30 –

About Emergency Communications Professionals of British Columbia:

ECPBC represents more than five hundred 9-1-1 operators, call takers, dispatchers, IT, and support professionals employed by E-Comm Emergency Communications for BC Inc. with worksites in Vancouver, Burnaby, and Saanich, ECPBC’s members provide 99 per cent of the initial 9-1-1 call answer for the province and answer, triage, dispatch, and update the calls in order of priority for 33 police agencies and 40 fire departments in B.C.

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 contacts

Donald Grant
President, Emergency Communications Professionals of B.C.
Phone: 778-898-9081
E-mail: [email protected]

Dave Cunningham
VP Communications and Public Affairs, E-Comm
Phone: 604-215-6248
E-mail: [email protected]