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What happens when you call 9-1-1? Go behind the scenes with Richmond RCMP and E-Comm 9-1-1

April 16, 2025

Richmond RCMP and E-Comm 9-1-1 create video offering a behind-the-scenes look at what happens when the public calls 9-1-1.

Richmond RCMP and E-Comm 9-1-1 have partnered on this video project to help increase public awareness around what happens when you call 9-1-1. The video also helps to highlight the critical working relationship between police and call takers on this Emergency Service Dispatchers and 9-1-1 Awareness Week (April 13 to 19, 2025).

“We wanted to pull back the curtain to give an insider’s view on what happens when you call 9-1-1 to help increase the public’s confidence when making a potentially life-saving call,” says Chief Superintendent Dave Chauhan, Officer-in-Charge Richmond RCMP. “The often-unsung heroes are those answering your first call for help. The call takers and dispatchers at E-Comm 9-1-1 play a vital role in community safety in Richmond and beyond, which is why we are proud to partner with them on this important project.”

“Knowing what to expect when you call 9-1-1 and having a greater understanding of the process can help people feel more confident and prepared when it matters most,” says Carly Paice, E-Comm Communications Manager. “Our team of experienced call takers and dispatchers, in close collaboration with police and first responders, work together to help connect callers with the critical help they need, as quickly as possible.”

CALLING 9-1-1

  • Call 9-1-1 whenever someone’s life, safety or property is in immediate jeopardy, or if you are witnessing a crime in progress.
  • When you call 9-1-1, an operator will ask if you need police, fire, or ambulance. They will also confirm which municipality the help is needed in.
  • E-Comm’s job is to connect the caller with the emergency help they need as quickly as possible. The entire process usually takes less than a minute.
  • Depending on the call, the caller may be connected with a police call taker, a fire call taker, or a call taker with BC Emergency Health Services, which handles ambulance calls outside of E-Comm.
  • If the call is for police, you will be transferred to a police call taker, who will ask you questions about what’s happening.
  • The call taker will simultaneously share the information you provide with a dispatcher, who communicates with officers responding on the ground.
  • Do your best to stay calm and answer the call taker’s questions. Common questions during emergency calls often include your location (where are you, where is this happening), the nature of the incident (tell us what is going on), parties involved (descriptions of people, vehicles or other entities on scene), timing (when did this occur) and safety (are there any weapons, is anyone hurt). Do not hang up until the call taker says it’s okay.
  • Knowing your location is important: an exact address is always best, but major landmarks and cross streets will also help us find you.
  • Call takers ask a lot of questions so that they can provide accurate and specific information to first responders. By following their lead, you will help us send help as quickly as possible.
  • If you’re ever unsure about whether your situation may be an emergency, please don’t hesitate to call 9-1-1. Our call takers can help determine what kind of assistance you may need.

Quick Facts on E-Comm Call-Taking:

  • E-Comm answers 99% of 9-1-1 calls made in B.C.
  • In 2024, E-Comm received just over two million 9-1-1 calls
  • On average, E-Comm receives more than 5,700 9-1-1 calls each day
  • Along with 9-1-1, E-Comm provides emergency and non-emergency call taking and dispatch services for Richmond RCMP.
  • In 2024, E-Comm’s records show over 40,000 police emergency calls from Richmond, over 33,000 police non-emergency calls, and more than 70,000 9-1-1 calls.
  • E-Comm saw its highest service levels in 8 years in 2024, answering 98% of 9-1-1 calls in 5 seconds or less (target 95%), 90% of police emergency calls in 10 seconds (target 88%), and 80% of police non-emergency calls within three minutes (target 80%).

OTHER CALL-TAKING TIPS

  • Call the Richmond RCMP non-emergency number (604-278-1212) for non-urgent situations which do not require an immediate response, such as when there’s a crime but no suspect, the crime occurred a while ago, or to report suspicious activity or ongoing crime issues in an area.
  • E-Comm’s non-emergency service improvements include a dedicated call taking team and interactive software that provides callers in the Lower Mainland with wait time estimates and call back requests. The best time to call to take advantage of these improvements is between 7AM to 9PM
  • Online reporting is another option for certain types of non-urgent crime. Make an online report to Richmond RCMP here
  • Learn more about non-emergency and alternative resources at nonemergency.ca
  • Always lock and store your phone carefully. If you do pocket dial 9-1-1 by accident, please stay on the line so we can make sure you are safe.

Richmond RCMP and E-Comm 9-1-1 are proud to be working together to make Richmond the safest community in Canada.

Media Contacts:

Questions pertaining to E-Comm 9-1-1 should be directed to [email protected].

Questions pertaining to Richmond RCMP should be directed to [email protected].