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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The days are so varied which is one reason I love this job: you never know what will be on the other side of the line. I have so many memorable calls I couldn’t narrow one down, but my most rewarding type of call is a wellness check when we find someone’s loved one they were concerned about and can let them know they are safe and sound.
– Meagan, police call taker

Tension-filled movies may have given you a certain idea of how a 9-1-1 emergency communications centre works, but have you ever received a firsthand impression of what a day as a 9-1-1 call taker can look like?

E-Comm has launched a new recruitment video to showcase our invaluable call takers and the work they do. Ultimately, we wanted to authentically portray all aspects of the call taker job – the qualifications, the challenges and the fulfillment. This video aims to inspire and attract talent to pursue a meaningful career with diverse growth opportunities in a unique and dynamic environment.

What does it take to be a 9-1-1 call taker?

Often called the first first responders, 9-1-1 call takers are the first point of contact for people needing immediate assistance from police, fire or ambulance in B.C. They answer emergency calls (9-1-1 calls), gather vital information from callers to get them the help they need and transfer those calls to the requested agency for response. Accountability, patience and resilience are only a few necessary skills to excel as a call taker at E-Comm.

This job can be extremely exhausting and stressful in the probationary period when you are undergoing training. Be humble, open to learning and know that it will get easier as you get more comfortable. If you want to succeed in this job, you need to be clear with your verbal communication, fast at typing, familiar with keyboard shortcut usage, and able to multitask on the computer.
– Brayden, peer coach

“If you are thinking about becoming a call taker, go for it. The training is available and you have a village of people behind you. We are all in this together and here to build each other up.” recommends Sarah, a police call taker at E-Comm.

Let the video speak for itself

Starting in 2023, E-Comm will be showing the recruitment video at call taker information sessions, career fairs, new employee orientations, industry panels, and career fairs – take a first peek at the video below and get inspired.

Did we spark your interest?

Find out if 9-1-1 call-taking is the right career path for you by taking our self-assessment and reading about the call taker experience, including qualifications, salary, the recruitment process, and more here.

Ready to start the application process? Apply below to become a 9-1-1 call taker in our Vancouver Island or Lower Mainland Emergency Communications Centre.

911 Emergency/Non-Emergency Call Taker | Vancouver Island

911 Emergency/Non-Emergency Call Taker | Lower Mainland

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Of these calls, 31 per cent were requests for interpretation in Mandarin, 29 per cent Punjabi and 16 per cent Cantonese.

October is Global Diversity Month and E-Comm wants to empower communities across the province to call 9-1-1 to get the help that they need in an emergency—no matter what language they speak.

Do you want to #HelpUsHelp ensure that everyone is equipped to get help from emergency service providers? Watch the video below from E-Comm’s Report Agent Yung to learn more how you can educate your non-English speaking friends and family members about calling 9-1-1.

Note: Yung shares her tips in English and Cantonese.

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Cst. Holly Christie posing beside a police car at VPD’s Cambie Headquarters

“Once you make the decision to apply to be a police officer, dive in and fully commit. Remember that everyone brings something unique to the table. Be proud of who you are, recognize what things you might have to work on and get going! Your persistence will pay off.” Constable Holly Christie recommends to women who are aspiring to become police officers.

In celebration of National Police Woman Day (September 12), we interviewed Constable Holly Christie, a long-serving police officer for the Vancouver Police Department. Throughout her career in policing, Christie has held various positions in different units ranging from community policing, problem-oriented policing, traffic unit, and diversity section to the public affairs section as well as planning research and audit section. After a brief stint in the recruiting unit, she is now back to patrol in District 3 where she is also busy engaging with the public on a more personal level using her #VPD Twitter handle. Christie is married and has a 17-year-old son and two dogs. In her spare time, Christie loves spending time with her family, spinning, photography and last but not least, enjoying good coffee!

She gave us a first-hand account of being a policewoman and a few insights into the progress of gender equality in policing.

____________________________________________________________________________________________________________

You have been a police officer for 20 years. Why did you want to become a police officer?

I became a police officer because I liked the idea of being out and about in communities. I love to drive and the idea of having the opportunity to work several jobs within one career always interested me.

Please describe a moment that filled you with pride serving as a police officer in Vancouver.

This moment would be the 2010 Olympics. I loved helping show off our awesome city!

What support services are available for women at Vancouver PD?

We have several members that work in a peer support capacity as well as officers and civilians that volunteer their time to support anyone needing it at all hours, 24/7 365 days a year. BC Women in Law Enforcement is a non-profit organization that women (police officers and civilian employees) can tap into, that helps strengthen, unite and promote women in law enforcement from all over.

Where have you seen improvements when it comes to gender equality in policing, and where do you still see room for growth?
There is always room for growth in policing and any organization for that matter, as things are continuously changing in our world. A recent initiative with regard to gender equality was the #VPD facilitating a recruiting information session for members of the 2SLGBTQ+ community. This is ongoing.

The relationship between a dispatcher and officers is critical during an emergency response. How do E-Comm’s dispatchers and call takers impact your work as a police officer?
Our relationship is imperative to our safety and the public’s safety.  The information call takers receive and relay to dispatchers for us to respond to is like a puzzle. Everyone in this equation is trying to get as many pieces as they can to try and put the story together, so we can help people. It is definitely a team effort and we learn from each other as well.

What are some challenges that you face as a woman in policing?
We are well supported with so much. Childcare issues I believe can still be challenging at times, not just for women, but all people that are parents on our job.

What ideas do you have in mind for the future of policing?
More mental health-supported units roving the city (police and nurses), more options for police to help in the referral process for individuals that are addicted and are seeking treatment.

How will you celebrate National Policy Woman Day today?
I will celebrate two ways: By giving a “shout out” to the police women I work with, those that have paved the way, and I’ll remind all young people to go after what makes them happy and what intrigues them in life. Policing offers a lot of everything, under one umbrella!

Is there anything else you’d like to share on this National Police Woman Day?
Yes, there is! – Thank you to ALL the police women all over the world, we ARE helping make a difference! Happy National Police Woman Day!

National Police Woman Day is an annual celebration dedicated to honouring women in policing. For a long time, women had little to no representation in the police force and National Police Woman Day celebrates the contributions of women in law enforcement and the progress they have made through better representation.

Cst. Holly Christie with little girl in policewoman costume

Cst. Holly Christie enjoying a road trip

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As part of Emergency Service Dispatchers’ and 9-1-1 Awareness Week, running from April 10-16 as proclaimed by the Province of British Columbia, E-Comm is challenging British Columbians to take the 9-1-1 Pledge and show their commitment to using 9-1-1 responsibly.

By taking the 9-1-1 Pledge and committing to making the right call, knowing your location, and avoiding accidental calls, you help ensure critical emergency resources are available for people who need them most.

Think about who you are pledging to protect—whether it’s your parents, your friends, your teammates, your siblings or your students—we all have an important role to play in keeping our communities safe.

Take the 9-1-1 Pledge today: www.9-1-1pledge.ca. Together, we can help keep British Columbia safe.

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Of those calls, 32 per cent required interpretation services in Mandarin and 25 per cent required interpretation services in Punjabi. From Cantonese, Spanish, Farsi and Arabic to Thai, Cambodian and Greek, the broad range of requests for interpretation illustrates the significant diversity of callers in British Columbia.

With Punjabi being one of the most requested languages for interpretation, we asked our Police Call Taker Jay to help share his top tips for non-English speaking callers in both English and Punjabi. Watch Jay’s video below.

As British Columbia grows increasingly more multicultural, it’s important that we recognize the diversity of the people who call our province home—for us, this means educating diverse communities on 9-1-1 and ensuring that everyone is equipped to get the help that they need in an emergency.

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Since joining the network, Pitt Meadows Fire & Rescue Services are now able to seamlessly communicate over the radio with other emergency service agencies including Ridge Meadows RCMP and BC Ambulance Service. This interoperability is critical to public safety as it allows the firefighters to coordinate their response with fellow police, fire and ambulance partners across municipal boundaries who are also communicating on E-Comm’s shared radio network.

Pitt Meadows Fire & Rescue Services joined 16 other fire departments in Metro Vancouver, all police agencies in Metro Vancouver and Abbotsford and BC Emergency Health Services who use the E-Comm Wide-Area Radio Network. The network has about 13,000 activate or available radios. In 2020, firefighters, police officers and paramedics made 53.7 million transmissions on the network.

E-Comm is proud to welcome Pitt Meadows Fire & Rescue Services as a radio partner.

Read more about Pitt Meadows Fire & Rescue joining the network.

Find out more about the network and E-Comm’s technology services.

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Although E-Comm’s goal is to answer all non-emergency calls as quickly and efficiently as possible, there are times where non-emergency callers must wait to reach a call taker, as our call takers answer both 9-1-1 and non-emergency calls and must prioritize 9-1-1 lines first. Receiving calls on police non-emergency lines that are better suited elsewhere only adds to these extended wait times.

The public can help us help, by making the right calls and sharing the following non-emergency tips:

• Knowing when to call 9-1-1, when to call the non-emergency line with a non-urgent police matter or when an alternative resource is better suited for your concerns means you can get the help you need faster.
• If you are experiencing a lengthy delay on the non-emergency line, do not call 9-1-1 – unless your matter has escalated to a life-threatening situation and immediate action is now required by first responders.
• If you need to call the police non-emergency line, try to make your report before 7 a.m. or after 7 p.m. on a weekday to help minimize your wait time.
• Many non-urgent crimes can be reported through online crime reporting on local police websites – visit nonemergency.ca to see if this service is available in your area.
• Are you unsure where to call for help?
  • If you are experiencing a life threatening emergency, please dial 9-1-1.
  • For concerns of a non-urgent nature, check online to see if you should call the police non-emergency line, report your concerns through online crime-reporting or reach out to an alternate resource.

We want to thank the public for your patience and understanding as our hardworking call takers prioritize answering calls from those who are experiencing life or death emergencies first.

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Before E-Comm came to be, first responders operated on their own independent radio systems – which meant that police, fire and ambulance personnel were not able to communicate with one another. When the Stanley Cup riots broke out in Vancouver in 1994, the Vancouver Police were forced to request back up from neighbouring RCMP detachments and other first responders. Police, paramedics, and firefighters found themselves in danger when they could not communicate with one another to help diffuse the crowds because their radios were not compatible. During this time, it became very clear that a new, consolidated system was needed. E-Comm was born to be the owner and operator of this new radio system, now the largest multi-jurisdictional, tri-service emergency radio system in British Columbia, and it was decided the organization would begin 9-1-1 call answer and dispatch as well. On June 8, 1999, E-Comm 9-1-1 officially opened its doors, answering the very first 9-1-1 call for the Vancouver Police at the brand new emergency communications centre.

Over two decades later, E-Comm has grown to a team of more than 700 public safety communications professionals across four locations. We serve as the first point of contact for 9-1-1 callers in 25 regional districts and provide dispatch services for 73 police and fire agencies, handling more than 1.8 million 9-1-1 calls a year.

E-Comm plays an integral role in helping save lives and protect property in British Columbia. While we have evolved over the last 22 years, one thing remains the same: our passion for public safety. We extend a big thank you to all of our past and present partners, board members, stakeholders and every employee at E-Comm that plays an integral role in keeping our communities safe.

Have you made a call to 9-1-1 before? Canadians are likely to call 9-1-1 at least twice in their lifetime. Whether you have been impacted by an emergency, or you want to recognize the behind-the-scenes heroes who keep our community safe, you can thank an E-Comm staff member below.

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NG9-1-1 is a federally mandated initiative to evolve and modernize existing 9-1-1 services across Canada. The new network will enhance 9-1-1 services by adapting to emerging voice, text messaging and multi-media services. Although the existing 9-1-1 service is resilient and reliable, it was originally designed for landline devices. Currently, when you call 9-1-1 from a cellphone, call takers receive very minimal information. The new NG9-1-1 technology will provide additional caller identification and location information from cellphones—information that is essential for effective and fast emergence response.

Not only will NG9-1-1 improve 9-1-1 systems across the country, but it will also ensure that the life-saving systems remain effective, secure and resilient.

Want to learn more about Next Generation 9-1-1? Listen to Chief Innovation Officer Mike Webb here as he provides insight into the current 9-1-1 system and explains how the new NG9-1-1 network will enhance emergency response.

E-Comm Voice Systems Technologist Gary Tam performs successful NG9-1-1 Transfer Call on April 1, 2021.

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