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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.

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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]

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.

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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.

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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]

It may be during the worst moment of your life, when you have an emergency and need to call 9-1-1, that you truly realize how critical the call taker on the other end of the line is. 9-1-1 is more than just a phone number. It’s the lifeline ensuring you get the help you need in a life-or-death situation. Supported by technologists and corporate services teams, our call takers and dispatchers come into work – rain, shine, snow or smoke – and handle more than 5,700 emergency calls a day, impacting the lives of many British Columbians.

This year, Emergency Service Dispatchers’ and 9-1-1 Awareness Week runs from April 9-15, as proclaimed by the Province of British Columbia. This week highlights the crucial role every E-Comm employee plays in keeping communities, police, fire, and ambulance personnel safe. It is also our opportunity to recognize each emergency communications professional and express our collective appreciation for their hard work and unwavering dedication to public safety.

Whether an emergency has impacted you or a loved one, or you want to show your appreciation for our staff and the important work they do, here is your chance to take a moment to thank a 9-1-1 employee in the form below.

You can also join us on Twitter, Facebook, Instagram and LinkedIn to recognize our staff, sharing your 9-1-1 stories and keeping up-to-date with Emergency Service Dispatchers’ and 9-1-1 Awareness Week.

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E-Comm 9-1-1 welcomes the announcement made today by the Government of British Columbia, which provides significant new funding to assist E-Comm and its local government partners with costs related to the implementation of federally-mandated Next Generation 9-1-1 (NG9-1-1) across B.C.

The Province is allocating $90 million to E-Comm for the deployment of NG9-1-1 technology improvements and their respective start-up costs. This funding will help E-Comm, as the first answer point for 99 per cent of 9-1-1 calls in B.C., complete the NG9-1-1 transition on behalf of: the 25 Regional Districts for which we provide 9-1-1 call answer services; the 33 police and 40 fire agencies across B.C. for which we also provide call-taking and dispatch services, Saanich Fire, and all RCMP detachments in the province.

An additional $60 million will be provided to the Union of BC Municipalities (UBCM) in relation to NG9-1-1 implementation costs associated with emergency communication centres, including for the police and fire agencies who do not contract with E-Comm for their dispatch services or who are not part of E-Comm’s NG9-1-1 program.

“We thank the Government of British Columbia for this significant new funding for Next Generation 9-1-1,” says Oliver Grüter-Andrew, President & CEO of E-Comm. “Next Generation 9-1-1 is a game changer for our local government partners and public safety agencies. It will enable precise location tracking, real-time texting to 9-1-1, and a range of other vital improvements, including new options for how we respond to people needing mental health support.”

The Province’s funding represents a significant savings for E-Comm’s local government and public safety agency partners, who would have otherwise borne the full cost of these technology improvements.

This is an investment that will enhance emergency response, ensure public safety and improve the lives of the thousands of British Columbians who call and depend on 9-1-1 each day.