Blog | 911 Emergency Dispatcher | 911 Emergency Dispatch

Vancouver, B.C. – April 27, 2021—E-Comm, in close collaboration with its technology partners at TELUS, Avaya, Komutel and NICE, has successfully received and transferred a voice call in a Next Generation 9-1-1 (NG9-1-1) test environment. NG9-1-1 is a Canada-wide initiative to evolve and modernize existing 9-1-1 services to adapt to emerging technology while ensuring the life-saving system remains effective, secure, and resilient. This marks the first successful test call transfer to be made over the new network, currently in development by TELUS; Western Canada’s 9-1-1 network provider.

The successful call transfer, completed earlier this month (April 1) from E-Comm’s Lower Mainland emergency communications centre to Calgary 9-1-1’s centre, is a monumental step towards B.C.’s province-wide transition to NG9-1-1. Interprovincial call transfers of this type, including the automatic transfer of critical information such as the caller’s location, are not currently possible with existing 9-1-1 systems anywhere in Canada. Nation-wide interoperability through the NG9-1-1 system will allow for more coordination and faster response should someone need to call 9-1-1 on behalf of a friend or family member across the country.

Although the existing 9-1-1 system is both resilient and reliable, these new upgrades will help adapt to the fast-paced evolution of modern technology. The new system promises enhanced calling features such as improved wireless location accuracy, additional information related to the 9-1-1 caller readily available to call takers, and improved interoperability and data sharing between 9-1-1 centres. All of these enhancements will aid in faster emergency response across the country, along with future capability to communicate with 9-1-1 call takers through a specialized Real-Time Text messaging service.

The next steps in E-Comm’s NG9-1-1 testing work, will be integrating the new call-handling system with existing emergency dispatch technology and conducting call transfer testing with additional emergency response agencies, such as BC Emergency Health Services.

E-Comm Quote

“Our Next Generation 9-1-1 efforts have been focused on ensuring our test environment matches the reliability and functionality of the existing 9-1-1 system. This first successful call transfer proves that we are nearing that stage. It’s a very exciting step in the shift to improved emergency communications, and ultimately emergency response, for the residents of British Columbia.” – Mike Webb, Chief Innovation Officer and NG9-1-1 project lead, E-Comm.

TELUS quote

“As B.C.’s 9-1-1 network provider, ensuring British Columbians have reliable access to 9-1-1 and emergency services is of the highest priority at TELUS. We are privileged to work alongside E-Comm and other partners to bring British Columbians the latest in 9-1-1 technology, ensuring better outcomes for those in need of vital emergency response and services.” – Marshall Berkin, VP of Industry Solutions, TELUS Business.

Avaya quote

“In situations where every second counts, situational awareness and seamless communication can make all the difference. This new ability to share real-time data and collaborate with public safety significantly breaks down communication silos and enables first responders with detailed, life-saving data. Avaya is the only communication solution provider spanning the continuum of public safety–from the enterprise office worker placing an emergency call, to the call takers answering 9-1-1 calls, to mobile first responders, and to healthcare professionals at hospitals and trauma centers. It’s a critical role and we are committed to driving continued innovation that can save lives.” Allan Mendelsohn, Principal Consultant, and Public Safety Practice Lead, Avaya.

Komutel quote

“This is an exciting milestone towards achieving a Next Generations 9-1-1 (NG9-1-1) infrastructure in order to better serve and protect people in Canada. We are very grateful to be collaborating with visionary partners like E-Comm and look forward to the successful launch of new 9-1-1 features and capabilities in the years to come.” – Yves Laliberte, President, Komutel.

NICE quote

“As a Public Safety leader with a rich history in IP communications, NICE is honored to partner with E-Comm on this NG9-1-1 modernization initiative. As a system of record for 9-1-1 centers, our NENA i3 compliant solution, NICE Inform, captures all next generation emergency communications to ensure they’re always available for evidence or quality assurance, and to give managers unprecedented insight into what’s performing, what isn’t and why.” – Chris Wooten, Executive Vice President, NICE.

Calgary 9-1-1 quote

“Calgary 9-1-1 is excited to be part of the work being done to prepare Canada for Next Generation 9-1-1. It has been a pleasure working with E-Comm and TELUS on these successful transfers and realizing the future that NG9-1-1 will offer. It has been an outstanding effort by the CRTC Emergency Services Working Group in guiding these collaborative efforts among 9-1-1 centers, equipment vendors and service providers. We look forward to continuing this journey that will transform our future by delivering new services such as real time texting, telematics and more for our citizens.” – Ravi Valavandan, Communication Systems Engineer, Calgary 9-1-1.

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About Next Generation 9-1-1

Next Generation 9-1-1 is a CRTC-mandated initiative requiring Canadian 9-1-1 network providers, such as TELUS and Bell, to work with Telecommunications Service Providers and Emergency Communications Centres across the country to evolve and modernize existing 9-1-1 networks, allowing them to adapt to new and emerging voice, text messaging and multi-media services. This new NG9-1-1 network will significantly enhance 9-1-1 service in Canada by changing to dedicated Internet-based networks that support modern new features while ensuring this life-saving system remains effective, secure, and resilient. The telecommunications regulatory structure for NG 9-1-1 was set out in CRTC Telecom Regulatory Policy 2017-182 and related decisions by the CRTC.

Media Contacts:

E-Comm
Kaila Butler
[email protected]

TELUS
Liz Sauve
[email protected]

Avaya
Alex Alias
[email protected]

Komutel
Genevieve Thibodeau
[email protected]

NICE
Chris Irwin-Dudek
[email protected]

Calgary 9-1-1
Media Line
403-828-2954

Until the moment you have a reason to call 9-1-1, many people may take emergency service call takers and dispatchers for granted. They are the unsung heroes who, in that moment of reaching out for safety and help, suddenly become the most important people in your world. From 9-1-1 call takers and dispatchers to technology specialists and support staff, every employee at E-Comm plays an integral role in keeping our communities safe.

Emergency Service Dispatcher’s and 9-1-1 Awareness Week runs from April 4-10, as proclaimed by the Province of British Columbia, and we want to take this opportunity to celebrate the hard work, commitment and dedication of our emergency communications staff—a.k.a., the heroes behind the headsets!

Whether you have been directly impacted during an emergency, or you want to recognize hard work that goes on behind the scenes in keeping our communities safe, here is a chance to thank an E-Comm staff member.

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.

Please note: This form is not intended for complaints. Please see the Contact Us page for more information. To thank a paramedic, ambulance dispatcher or call taker who helped you in a medical emergency, visit BC Emergency Health Services.

We are excited to share that E-Comm is currently recruiting for a 2021 intake of Call Takers at our Lower Mainland location starting on the job in May. Our Student Call Takers are responsible for answering 9-1-1 calls and transferring them to the appropriate agency – police, fire or ambulance.

If you are interested in pursuing a career in public safety, this is the perfect place to start. Our student program offers a great degree of flexibility that allows call takers to carry on with their studies while gaining valuable work experience.

Please note that this is a paid position. Student Call Takers also receive extensive training and experience in the public service sector.

Learn more about the opportunity here. Applications close on Monday, April 5 at 11:59 pm.

Operations Supervisor Shandra passes down her passion for public safety to her kids, Liam and Kennedy, who are participants in E-Comm’s Student Call Taker program.
*Proud mom alert: no physical distancing required here.

 

In 2020, we received more than 1.8 million 9-1-1 calls in B.C. – that’s an average of 5,000 calls per day. Given the incredible volume of calls that we receive, we ask British Columbians to do their part in in keeping 9-1-1 lines free for emergencies only.

Emergency vs. Non-Emergency: know the difference

• 9-1-1 is for police, fire or medical emergencies where immediate action is required.
• Non-emergency numbers should be used for situations that do NOT require immediate response from police

To learn more about the difference between emergency and non-emergency calls, visit nonemergency.ca

Of the 1.8 million 9-1-1 calls E-Comm received, 98% of those calls were answered in 5 seconds or less.

From those calls:

• 65 per cent of calls were for police
• 30 per cent of calls were for ambulance
• 6 per cent of calls were for fire

Learn more about our 9-1-1 call statistics.

 

 

We also received a total of 38 Text with 9-1-1 (T9-1-1) calls in 2020. T9-1-1 is a specialized texting service available for people who are Deaf/Deaf-Blind, Hard-of Hearing or Speech

Impaired (DHHSI) that allows registered users to communicate with 9-1-1 call-takers through text.

Learn more about T9-1-1.

Vancouver, B.C. – Whether you’re fed up with your food delivery, curious about COVID or have questions about quarantine, 9-1-1 is not the right number to call.

E-Comm, which handles 99 per cent of B.C.’s 9-1-1 call volume at its two emergency communications centres, has released its annual top 10 list of calls that don’t belong on 9-1-1, reminding people that every time someone calls 9-1-1 with a non-urgent concern, they are putting the lives of other British Columbians at risk.

In addition to the increase of pandemic-related enquiries that tied up 9-1-1 lines in 2020, E-Comm call takers also dealt with some familiar consumer complaints that seem to wind up on its top 10 nuisance calls list year after year including cars that can’t start, bank cards that are stuck in ATMs and callers wondering about the time.

E-Comm call taker Megan McMath answered the number one call on this year’s list. She says general complaints on the emergency line that aren’t police, fire or ambulance matters, divert critical resources from people in real emergencies. “Calling 9-1-1 to ask a question or report a consumer complaint may seem harmless enough,” says McMath. “But, what people may not realize is that we need to treat every call as an emergency, until we can determine otherwise. That means that every moment we spend responding to general questions, concerns or complaints takes away from our priority – helping people who need help right away.”

Here is E-Comm’s list of top 10 reasons not to call 9-1-1 in 2020:

1. Complaining that their food delivery driver did not deliver their meal
2. Enquiring if there is a full lockdown for COVID-19
3. Wondering if having a trampoline is illegal during COVID-19
4. Asking for assistance to apply for CERB
5. Complaining that the mattress they had purchased second hand was more soiled than advertised
6. Reporting that their bank card was stuck in the ATM
7. Reporting their neighbour for smoking in a non-smoking building
8. Enquiring about how to enter a career in law enforcement
9. Confirming the time
10. Asking for help because they were locked out of their car

“We understand that people are frustrated and worried about COVID-19-related issues, but general questions and complaints about the pandemic don’t belong on 9-1-1,” says Kaila Butler, E-Comm senior communications specialist. “Our goal each year with this list of nuisance calls is to drive home the message that we need the public’s help to keep 9-1-1 lines free for people experiencing real emergencies who need immediate assistance from police, fire or ambulance agencies.”

E-Comm is asking the public not to call 9-1-1 to report concerns about public health violations and encouraging British Columbians to refer to the wide range of resources available for COVID-19 instead.

• To report public health violations, please contact your local by-law office or call your local police non-emergency line.
  • In Vancouver, please call 3-1-1 or report your concern online
• If you feel that you might have COVID-19, please call ahead to your primary care provider’s office or 8-1-1 to assess whether you need testing
• For non-medical information about COVID-19, call 1-888-COVID-19 or visit bccdc.ca

E-Comm has handled more than 1.7 million 9-1-1 calls so far in 2020. For more information about E-Comm, visit ecomm911.ca.

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Photo/Interview Opportunity

E-Comm will be offering interview opportunities over Zoom or by phone on Wednesday, December 30 between 9:00 a.m. and 12:00 p.m. The following spokespeople are available for interviews:

• Megan McMath, E-Comm call taker who answered the number one call on the top ten list, located at the Vancouver Island Emergency Communications Centre
• Kimmie Kidd, E-Comm call taker who answered a call on the top ten list, located at the Lower Mainland Emergency Communications Centre
• Kaila Butler, Senior Communications Specialist

To coordinate an interview, please contact [email protected]

Due to COVID-19 restrictions, E-Comm will not be inviting media inside its Lower Mainland or Vancouver Island Emergency Communications Centres this year. However, interviews may be facilitated outside both facilities. In addition, video/photo assets are available here.

Media Contact
Sam Corea
Senior Communications Specialist
604-215-6248
[email protected]

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.