Blog | 911 Emergency Dispatcher | 911 Emergency Dispatch

Chilliwack, B.C.—Getting emergency services in the Fraser Valley just became a lot easier for those who are Deaf, Hard of

Hearing, or Speech Impaired (DHHSI). The Fraser Valley Regional District (FVRD), in partnership with E-Comm and the BC Chapter of the Canadian Hard of Hearing Association (CHHA-BC) launched a new Text with 9-1-1 service in observance of National Access Awareness Week and Speech and Hearing Awareness Month29

“The BC Provincial Chapter of the Canadian Hard of Hearing Association congratulates the Fraser Valley Regional District on enhancing the 9-1-1 service to include Text with 9-1-1 for people who are hard of hearing, deaf or speech impaired,” said Dr. Marilyn O. Dahl, President of the CHHA-BC. “This will have a powerful and potentially life-saving impact on the safety of the DHHSI community within the FVRD.”Before using text with 9-1-1, or T9-1-1, eligible residents must register with their cellphone service provider. When a 9-1-1 call-taker receives a call from a DHHSI person who has pre-registered for the service, an alert will trigger at the 9-1-1 centre to indicate there is a DHHSI caller on the line. The 9-1-1 call-taker will then launch the special messaging system, allowing them to communicate with the caller via text, enabling them to get the emergency service they need.

“The T9-1-1 service is one way we can improve inclusivity for DHHSI residents and their families,” said FVRD Board Chair Jason Lum. “We are glad that our emergency service agencies and E-Comm are able to provide this service to our communities, bringing the best technology has to offer to ensure equal access.”

Text with 9-1-1 is only available for the DHHSI community. Voice calling remains the only way to communicate with 9-1-1 services for a person who is not Deaf, Hard of Hearing, or Speech Impaired.

Tips for T9-1-1 users:

• You must register for the service. Contact your cellphone service provider to ensure your device meets the T9-1-1 requirements.
• Your cellphone service provider will confirm your T9-1-1 registration. Do not call T9-1-1 to test the service.
• Text messages should be brief and concise and avoid slang and abbreviations.
• Text messages sent directly to the digits “9-1-1” do not reach emergency services. Registered users simply dial 9-1-1 and then E-Comm will initiate a text session with the caller.

E-Comm is the largest 9-1-1- call centre in British Columbia and is currently responsible for 89 percent of the province’s 9-1-1- call volume. The company also provides dispatch services to 35 police and fire departments and operates the largest emergency radio system in the province.

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For more information, please contact:

Jasmine Bradley
E-Comm 9-1-1
604-215-5023
[email protected]

Jennifer Kinneman
Fraser Valley Regional District (FVRD)
604-702-5056 604-991-1227 (cell)
[email protected]

Viviana Chiorean
The Canadian Hard of Hearing Association – BC Chapter
604-795-9238
[email protected]

Vancouver, B.C.—Today Port Moody Fire-Rescue became the first fire department to transition to the E-Comm “next generation” radio system. As part of this move firefighters will now operate on a digital network for the first time, marking a significant milestone for the Lower Mainland’s firefighting community. Among the key features of the new network and equipment: Greater reliability, water immersion resistance, radio monitoring (enabling dispatchers to remotely activate radio microphones for improved responder safety), noise-cancelling technology to reduce background sounds and allow responders to be heard more clearly in noisy environments, increased coverage, audio clarity and security, GPS tracking, an expanded range of accessories and the ability to add new features through software upgrades in the future.

Just after 7:00 a.m. Port Moody Fire-Rescue Chief Ron Coulson took to the air waves of the new network for an inaugural broadcast, welcoming his department to the radio system. Following the official cutover, he talked about the specific benefits the network will provide to fire services.

“As firefighters we work in challenging environments that include collapsing buildings, fire-engulfed structures, tight underground spaces and water immersion,” said Chief Coulson. “The new network has been proven to provide enhanced coverage and audio clarity in these types of noisy and hazardous environments, improving responder safety.” Chief Coulson went on to say that the radios selected by his department for use on the new system are “better suited to firefighting conditions and easier to use when wearing bulky, protective turnout gear and gloves.”

“The City of Port Moody is extremely proud to be the first community to have its fire department transition to the new radio network,” added Port Moody Mayor Mike Clay. “Both the City and our Fire-Rescue service value innovation, and strive to be responsive and adaptive to change. This new, digital technology is an important step forward that will allow our firefighters to communicate with each other even better as they respond to emergencies and assist the public.”

Currently, all fire departments in B.C. are using analogue channels for radio communication as historically this has provided greater audio clarity when working in high-noise environments. However, due to significant advancements over the past few years with regard to the performance of digital audio in fire-fighting environments, the new system is able to provide better audio clarity and coverage than the previous system that has been in use for the past 18 years.

“The new system is more advanced, more rugged and more resilient—enhancing the safety of firefighters and providing them with the best tools to do their job,” said E-Comm President and CEO David Guscott. “I’m pleased we’re able to provide a digital solution for our fire partners that offer increased functionality and security while still meeting their unique operational needs.”

The new network is fully encrypted, meaning first responder communication will be secure and the privacy of the public who are being assisted by emergency services will be better protected during the necessary transmittal of personal and private information over the voice communications network.

Port Moody Fire-Rescue have been using the existing E-Comm radio system since 2001 generating more than 35,000 radio transmissions each year. The department is one of 32 emergency-service agencies transitioning to the network in a phased approach that is scheduled through to the end of the year. Port Moody Police Department transitioned earlier this month on April 5.

The new radio system will be used by police departments and BC Emergency Health Services (BC Ambulance Service) in Metro Vancouver and Abbotsford, in addition to 12 fire departments in Metro Vancouver and the BC Conservation Service. Approximately 8,000 new radios will be deployed generating more than 130 million transmissions each year. Because this is a planned transition, the annual cost of the new radio network will be about the same as the annual cost of the current network, even with its enhanced features. The new radio system is expected to have an operational lifespan of 15 or more years
.

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Audio of inaugural radio broadcast by Port Moody Fire-Rescue Chief Ron Coulson and E-Comm’s fire dispatch team, video clips of Chief Coulson’s broadcast and interview along with photos/b-roll footage of Port Moody firefighters available below.

About E-Comm
E-Comm operates the largest multi-jurisdictional, tri-service emergency radio system in the province and is the largest 9-1-1 call centre in Canada, handling approximately 1.36 million emergency calls per year for Metro Vancouver and 24 other regional districts and communities spanning from Vancouver Island to Alberta and from the U.S. border, to north of Prince George. E-Comm also provides call-taking and dispatch services to 35 police agencies and fire departments in southwest B.C. For more information visit https://ecomm911.ca/

For more information, please contact:

Jasmine Bradley
E-Comm 9-1-1
604-215-5023
[email protected]

Rosemary Lodge
City of Port Moody
604-469-4724
[email protected]

West Vancouver, B.C.—A brief broadcast from West Vancouver Police Headquarters this morning signalled a significant step forward in emergency communications on the North Shore.

Deputy Chief Shane Barber made a radio call at 0727 hours to E-Comm, officially marking the WVPD transition to a new, region wide “next generation” radio system. West Vancouver police have been using the existing E-Comm radio system since 2007 generating approximately 800,000 radio transmissions each year.

Key features of the new network and equipment include: Greater reliability, water immersion resistance, radio monitoring (enabling dispatchers to remotely activate radio microphones for improved responder safety), noise-cancelling technology to allow officers to be heard more clearly in noisy environments, increased coverage, audio clarity and security, GPS tracking, an expanded range of accessories and the ability to add new features through software upgrades in the future.

Deputy Chief Barber says the new system offers important improvements for WVPD members. “Next-generation radios will improve our radio interoperability with partners like Fire and Rescue, BC Ambulance and North Shore Rescue,” Barber says, “Additional radio towers will provide significant improvement in signal strength in areas ranging from Cypress Mountain to underground apartment parkades.”

The replacement of the existing regional radio network is the largest and most complex technology project E-Comm and its emergency-service partners have undertaken since the current radio system was first implemented in 1999. West Vancouver police are one of 32 emergency-service agencies transitioning to the new network in a phased approach that is scheduled through to the end of 2017. Other North Shore agencies that will be moving to the network later this year include West Vancouver Fire & Rescue Services, North Vancouver City Fire Department, District of North Vancouver Fire and Rescue Services and North Vancouver RCMP.

“We’re proud to support West Vancouver police’s transition to the new radio communications system” said E-Comm President and CEO David Guscott. “While the previous network has served the region well for close to 18 years, the new system is more advanced, more rugged and more resilient—enhancing the safety of police officers and the citizens of West Vancouver that they serve and protect.”

The new network is also fully encrypted, providing security for communication among West Vancouver first responders and added protection for personal and private information of people being assisted by emergency services.

The new radio system will be used by police departments and BC Emergency Health Services (BC Ambulance Service) in Metro Vancouver and Abbotsford, in addition to 12 fire departments in Metro Vancouver—including West Vancouver Fire & Rescue Services—and the BC Conservation Service. Approximately 8,000 new radios will be deployed generating more than 130 million transmissions each year. Because this is a planned transition, the annual cost of the new radio network will be about the same as the annual cost of the current network, even with its enhanced features. The new radio system is expected to have an operational lifespan of 15 or more years.

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About West Vancouver Police Department

Led by Chief Constable Len Goerke, the West Vancouver Police Department is made up of 79 sworn police officers and 15 civilian support staff working to build on 104 years of service to the community. With a mission of making West Vancouver safe today and safer tomorrow, WVPD members proudly patrol 89 square kilometres of the District of West Vancouver and Xwemelch’stn (Capilano IR#5) and have 11 officers serving on regional integrated policing units.

About E-Comm

E-Comm operates the largest multi-jurisdictional, tri-service emergency radio system in the province and is the largest 9-1-1 call centre in Canada, handling approximately 1.36 million emergency calls per year for Metro Vancouver and 24 other regional districts and communities spanning from Vancouver Island to Alberta and from the U.S. border, to north of Prince George. E-Comm also provides call-taking and dispatch services to 35 police agencies—including West Vancouver Police Department—and fire departments in southwest B.C. For more information visit https://ecomm911.ca/

Vancouver, B.C.—Today marked a historic moment for the Lower Mainland’s emergency service community as the first of 32 public-safety agencies transitioned to a new best-in-class radio system. Among the key features of the “next generation” radio system and equipment: Greater reliability, water immersion resistance, radio monitoring (enabling dispatchers to remotely activate radio microphones for improved responder safety), noise-cancelling technology to reduce background sounds and allow responders to be heard more clearly in noisy environments, increased coverage, audio clarity and security, GPS tracking, an expanded range of accessories and the ability to add new features through software upgrades in the future.

The New Westminster and Port Moody Police Departments were the first to transition today at approximately 6:30 a.m. with New Westminster Chief Constable Dave Jones and Port Moody Chief Constable David Fleugel each making inaugural broadcasts to their officers. Port Moody and New Westminster police have been using the existing E-Comm radio system since 2000 and 2002 respectively. Combined, both agencies generate more than 1.4 million radio transmissions each year.

“Radios are a tool we rely on heavily when protecting the public,” explained Chief Jones. “The enhanced capabilities with this system will help keep my officers safer during day-to-day events and large-scale emergencies. They are a lifeline.”

Port Moody Chief Constable David Fleugel echoed Chief Jones’ emphasis of the critical role and the impact on officer and public safety, adding that “the new radio system’s features will also greatly enhance policing operations, including providing stronger coverage and improved audio clarity as officers cross municipal boundaries during the course of their duties or in really tricky locations such as underground parking garages and building basements where signal strength can be a challenge.”

The replacement of the existing regional radio network is the largest and most complex technology project E-Comm and its emergency-service partners have undertaken since the current radio system was first implemented 1999. Police officers, firefighters and paramedics using the current E-Comm regional radio network (800 MHz EDACS – Enhanced Digital Access Communications System), are all transitioning to the new $60 million system in a phased approach that is scheduled through to the end of 2017. This is a planned replacement, with the new network based on digital radio technology known as Project 25 (P25) in the 700 MHz band, an open standard that public-safety agencies across North America have widely adopted. The P25 technology was selected and endorsed by the Lower Mainland emergency services community following more than a year of consultation, analysis and testing.

“The importance of a high-performing radio system for our public safety partners cannot be overstated,” said E-Comm President and CEO David Guscott. “While the previous network has served our region well for close to 18 years, the P25 system is more advanced, more rugged and more resilient.”

The P25 network is also fully encrypted, meaning first responder communication will be kept extra secure and the privacy of the public who are being assisted by emergency services will be better protected during the necessary transmittal of personal and private information over the voice network.

The new radio system will be used by 32 emergency-service agencies including all police departments and BC Emergency Health Services (BC Ambulance Service) in Metro Vancouver and Abbotsford, in addition to 12 fire departments in Metro Vancouver and the BC Conservation Service. Approximately 8,000 new radios will be deployed generating more than 130 million transmissions each year. Because this is a planned transition, the annual cost of the new radio network will be about the same as the annual cost of the current network, even with its enhanced features. The new radio system is expected to have an operational lifespan of 15 or more years.

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Audio of inaugural radio broadcasts by New Westminster Chief Constable Dave Jones and Port Moody Chief Constable David Fleugel, video clips of Chief Jones’ broadcast and interview along with photos/b-roll footage of New Westminster Police officers available below.

About E-Comm
E-Comm operates the largest multi-jurisdictional, tri-service emergency radio system in the province and is the largest 9-1-1 call centre in Canada, handling approximately 1.36 million emergency calls per year for Metro Vancouver and 24 other regional districts and communities spanning from Vancouver Island to Alberta and from the U.S. border, to north of Prince George. E-Comm also provides call-taking and dispatch services to 35 police agencies and fire departments in southwest B.C. For more information visit https://ecomm911.ca/

For more information, please contact:

Jody Robertson
E-Comm 9-1-1
604-215-4956
[email protected]

Acting Sergeant Jeff Scott
New Westminster Police Department
604-529-2423

Constable Angela Fisher
Port Moody Police Department
604-469-4657

Available video:

Chief Constable Dave Jones interview
Chief Constable Dave Jones first broadcast
New Westminster Police Department next generation radio b-roll footage

VICTORIA – In an effort to enhance 9-1-1 call-answer and police dispatch services on Southern Vancouver Island, police agencies in Greater Victoria and the Capital Regional District (CRD) will join forces and operate out of a new shared state-of-the-art post-disaster facility.

Read full release here.