Blog | 911 Emergency Dispatcher | 911 Emergency Dispatch

West Vancouver, B.C. — Following five months of operational and technical planning, the West Vancouver Police Department (WVPD) moved its dispatch operations to the E-Comm regional emergency communications centre this morning.

Stationed at the new WVPD section of the E-Comm centre, Brian Jung – a five-year dispatcher for West Vancouver police – assumed command of the dispatch channels at 8:15 a.m., and Chief Peter Lepine took to the airwaves just after:

“I’m at E-Comm where our transition was successfully completed just moments ago,” said Chief Lepine. “Today is an important day for the West Vancouver Police Department and the community we serve.  I’m confident our new dispatch partnership with E-Comm will enhance the already outstanding service you provide to West Vancouver. Have a good shift everyone and stay safe.”

WVPD’s move to E-Comm will offer many operational benefits to the department, including the ability to increase staffing to handle sudden influxes of multiple 9-1-1 calls, and access to a back-up centre and robust operational and technical systems.

WVPD’s 10 call-taking and dispatching staff who are moving to E-Comm have been visiting the centre over the summer to meet their new colleagues and receive training. They will continue to perform the exact same call-taking and dispatch duties they did while employed by WVPD. E-Comm staff have also been immersed in training in West Vancouver to familiarize themselves with the community, its geography and WVPD operations.

“We are thrilled to welcome the West Vancouver police dispatch staff to our communications centre and are proud to be providing dispatch services to the police members serving West Vancouver,” said E-Comm President & CEO David Guscott. “Our goal is to enhance and support emergency response in every community we are a part of and to ensure we meet the high standards of service our partners expect from the critical role of 9-1-1 call-taking and dispatch.”

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E-Comm answers almost one million 9-1-1 calls each year for Metro Vancouver, the Sunshine Coast, Whistler, Squamish and the southern portion of the Squamish-Lillooet Regional District and provides dispatch services to 30 police and fire departments.  For tips on using 9-1-1 and more information about E-Comm, visit www.ecomm911.ca or follow us on Twitter @EComm911_info.

Cst. Lisa Schmidtke
West Vancouver Police Department
604-925-7429

[email protected]

Jody Robertson
E-Comm 9-1-1
604-215-4956 or 604-640-1342 (pager)
[email protected]

West Vancouver, B.C. — West Vancouver Fire & Rescue is excited to announce that it has joined the E-Comm Wide-Area Radio System, effective immediately. By joining E-Comm, West Vancouver Fire & Rescue is now able to communicate far more effectively with both the City and District of North Vancouver Fire Departments, who already use E-Comm and with whom West Vancouver Fire & Rescue provides shared services on the North Shore.

“This is an important step in our ongoing commitment to shared services,” said District of West Vancouver Mayor, Michael Smith. “E-Comm provides a highly efficient communications system that closes the gap between West Vancouver firefighters and other North Shore emergency responders.”

In addition to improving communication with partners on the North Shore, West Vancouver Fire & Rescue can now communicate seamlessly with the 10 other fire agencies in the Lower Mainland already using E-Comm’s radio system, as well as with the 18 regional police departments on the system, the BC Ambulance Service and the Coast Guard.

“Our communications capabilities have been significantly enhanced,” said West Vancouver Fire & Rescue Chief, Jim Cook. “The transition to E-Comm achieves our longstanding goal of interoperability with other public safety agencies on the North Shore, including our neighbouring fire departments. We are providing a safer working environment for our firefighters and enhanced disaster response capabilities for the community.”

The old VHF radio system, which was nearing the end of its lifecycle, did not allow West Vancouver fire crews to communicate with other emergency services directly. Other safety issues with the old system included inaudible transmissions and a growing number of dead reception zones both in and outside of West Vancouver.  The E-Comm radio network provides better coverage, greater clarity and improved reliability through an earthquake-resistant infrastructure. E-Comm radio has been tested throughout West Vancouver, including the dead zones with the old system, with good coverage in all areas.

“Effective communication is critical in our ability to respond to emergencies across the North Shore,” said District of North Vancouver Fire Chief, Vic Penman. “Sharing the E-Comm Radio System strengthens our multi-jurisdictional response time and effectiveness.”

“This is a positive initiative that will provide enhanced public safety service to residents and businesses in each of our communities,” said City of North Vancouver Acting Fire Chief, Dan Pistilli.  “The North Vancouver City Fire Department is pleased with the addition of West Vancouver to the E-Comm network, a move that will make communication between all three North Shore fire departments even more efficient.”

The new radio user equipment includes 46 new portable radios, 10 mobile units and four base stations. All West Vancouver Fire & Rescue staff will receive training on the new system, the infrastructure costs of which are shared among the other municipalities on E-Comm’s radio network.

“Firefighters in West Vancouver are dedicated to public safety, and E-Comm is committed to providing them with the clear, reliable and broad radio coverage they need to do their jobs,” said E-Comm President and CEO, David Guscott. “We’re proud to be partnering with West Vancouver Fire & Rescue to create a safer community, which is the vision we have for every area we serve.”

For more information on the E-Comm Wide-Area Radio System, please visit ecomm911.ca or give West Vancouver Fire & Rescue a call at 604-925-7370.

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About the E-Comm Radio system
E-Comm 9-1-1 is the regional emergency communications centre for southwest British Columbia. The E-Comm Wide-Area Radio Network is a shared communications system used throughout Metro Vancouver by police, fire and ambulance personnel. The E-Comm radio network provides better coverage, greater clarity and improved reliability through an earthquake-resistant infrastructure and enhanced voice security.

About the District of West Vancouver
The District of West Vancouver is the local government led by Mayor Michael Smith and Council. Home to more than 44,000 residents, West Vancouver is a local government which strives to “inspire excellence and lead by example”. Our Vision and Mission guide us to pursue our treasured quality of life and will be the measure of our success as a community. West Vancouver is a community built on innovation, a strong spirit of personal civic commitment and a deep value for relationships.

Media Contacts
Donna Powers Acting Director of Communications
c: 604-219-4806 | d: 604-925-7168 | e: [email protected]

Jody Robertson
Director of Corporate Communications, E-Comm
p: 604-640-1342 | d: 604-215-4956 | e: [email protected]

West Vancouver, B.C. —The West Vancouver Police Department (WVPD) announced today it will relocate its dispatch operations to E-Comm – the regional consolidated emergency communications centre – in October. In making his announcement, Chief Peter Lepine said the move will lower risks and provide critical operational benefits to WVPD such as increased staffing.

“Emergency dispatch and call-taking are the essential links between the public’s call for help and emergency-service response,” said Lepine. “This move will provide improved safety for our officers and the public because we’re gaining robust technical and operational systems and processes, a back-up facility, and most important, more staff to handle 9-1-1 calls when there are major events in West Vancouver.”

WVPD’s decision follows a two-year analysis by senior staff that examined a number of options for dispatch including maintaining the service within the department. The analysis concluded that by joining E-Comm there would be major gains to be made in terms of risk mitigation, sustainability, and cost savings, now and into the future. The West Vancouver Police Board endorsed the transition to E-Comm at its June 27, 2012 meeting.

By partnering with E-Comm, WVPD will be able to work even more closely with any of the other police agencies dispatched by E-Comm, including the neighbouring Vancouver Police Department and the Squamish RCMP. The size and scope of the E-Comm centre means that when there is a major event in a community that one of these agencies serves, E-Comm can draw from its large contingent of highly-trained staff and quickly re-deploy resources to help manage the increase in 9-1-1 calls. This provides an increased level of service an individual agency would be hard-pressed to achieve on its own. In addition, the E-Comm partnership model allows for the cost of technology, training and infrastructure to be shared among agencies. Consolidation of many different police services, including dispatch, to gain operational and financial efficiencies is becoming more common within the policing community.

“WVPD first partnered with E-Comm in 2007 when we joined E-Comm’s shared wide-area radio system that connects police, fire and ambulance agencies across Metro Vancouver, “ Lepine added. “We believe this new partnership will be just as successful as our first, and address the risks we faced in sustaining dispatch over the long term.”

“We are very proud to be entering into a new partnership with West Vancouver police and serving this progressive and diverse community,” said David Guscott, E-Comm president and CEO. “We’re focused on helping to create safer communities in B.C. through excellence in public-safety communication, and believe that consolidating dispatch operations is a key element in achieving that vision.”

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 E-Comm 9-1-1 answers almost one million 9-1-1 calls each year for Metro Vancouver, the Sunshine Coast, Whistler, Squamish and the southern portion of the Squamish-Lillooet Regional District and provides dispatch services to 30 police and fire departments.

Media contacts:

Staff Sgt. Jeff Young
West Vancouver Police Department
604-925-7352     

[email protected]

Jody Robertson
E-Comm 9-1-1
604-215-4956 or 604-640-1342 (pager)
[email protected]

Vancouver, B.C. — E-Comm, southwest British Columbia’s emergency communication centre, is pleased to announce its 2012-2013 board of directors. The board is comprised of 18 directors and includes elected officials, representatives of emergency services and the provincial government, along with municipal staff and local community and business leaders from across Metro Vancouver.

“The group of community leaders on our board representing governments and public-safety agencies will lead us into the first year of our new strategic plan, Vision 2020. This plan will guide E-Comm as we work to help create safer communities through excellence in public-safety communications,” says David Guscott, E-Comm president and CEO. “I’m confident the expertise, experience and insight our board brings will successfully guide us as we implement our plan.”

E-Comm shareholders appointed the board at its annual general meeting today in Vancouver.

2012-2013 Board of Directors: (in alphabetical order)

• Jocelyn Kelley, Independent director, remains as Board Chair
• Penny Ballem – City manager, City of Vancouver (representing City of Vancouver)
• Helen Blackburn – Independent director
• Mike Clay – Mayor, City of Port Moody (representing independent police boards – West Vancouver, Port Moody, New Westminster, Abbotsford, Transit Police)
• Ernie Daykin – Mayor, District of Maple Ridge (representing District of Maple Ridge and City of Pitt Meadows
• Rebecca Denlinger – Fire and Emergency Management Commissioner of BC (representing Ministry of Justice)

• Diana Dilworth – Councillor, City of Port Moody (representing Village of Belcarra, City of Port Coquitlam, City of Coquitlam, City of New Westminster and City of Port Moody)
• Charlie Fox – Councillor, Township of Langley (representing Township of Langley, City of White Rock, City of Surrey)
• Len Garis – Fire chief, City of Surrey (representing City of Surrey, Township of Langley, City of White Rock)
• Lois Jackson – Mayor, Corporation of Delta (representing Corporation of Delta)
• Michael MacDougall – President, Emergency Health Services Commission and Executive Vice-President, Provincial Health Services Authority (representing Emergency Health Services Commission)
• Ernie Malone  – RCMP, retired  (representing the Royal Canadian Mounted Police)
• Bill McNulty – Councillor, City of Richmond (representing City of Richmond)
• Darrell Mussatto – Mayor, City of North Vancouver (representing City of North Vancouver, District of West Vancouver, District of North Vancouver)
• Clayton Pecknold  – Assistant Deputy Minister, Policing and Community Safety Branch, Ministry of Justice (representing Ministry of Justice)
• Bob Rolls – Vancouver Police Department, retired (representing the Vancouver Police Board)
• Sheldon Stoilen – Independent director
• Glenn Wong – Independent director

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E-Comm 9-1-1 answers almost one million 9-1-1 calls each year for Metro Vancouver, the Sunshine Coast, Whistler, Squamish and the southern portion of the Squamish-Lillooet Regional District, provides dispatch services to 30 police and fire departments, and operates the wide-area radio system used throughout Metro Vancouver by police, fire and ambulance personnel.

 Media contact:

Jody Robertson
E-Comm 9-1-1
604-215-4956 or 604-640-1342 (pager)
[email protected]

9-1-1 call-takers hear everything from cheering Canucks fans to playground screams

Vancouver, B.C. — More than 100,000 calls were made to 9-1-1 by accident within Metro Vancouver and surrounding areas in 2011, diverting valuable public-safety resources away from real emergency calls.

Based on a recent analysis of call statistics, E-Comm – the regional emergency communications centre –  found that 10 per cent of the more than one-million 9-1-1 calls it received in 2011 were dialed by mistake. E-Comm estimates more than 70,000 of those calls (200 per day) were “pocket dials” (inadvertent calls from cell phones) and 40,000 more were “abandoned” calls (hang-ups).  In 2011, 58 per cent of E-Comm’s 9-1-1 call volume came from cell phones, an all-time high and up 10 per cent in just four years.  The increased use of wireless devices has also resulted in a rise pocket dials. They happen when phones are stored in pockets, purses and backpacks without protective cases or when 9-1-1 is programmed into phones.

E-Comm is asking the public to “help us help” by using keylocks, storing cell phones in protective cases and to not pre-program 9-1-1 into any phone. If 9-1-1 is dialed by mistake, the centre reinforces that callers should stay on the line and speak with the call-taker. When callers hang up, staff will call back to ensure the caller is safe, tying up more resources and in the case of hang-ups from landlines, dispatching police.

E-Comm’s call-takers have pretty much heard it all through pocket dialing.

“I’ve had a lot of calls from Rogers Arena when the Canucks were playing,” says Corey Kelso, E-Comm 9-1-1 call-taker. “I’ve heard pucks drop, I’ve heard the announcements, and I’ve actually heard Richard Loney singing the national anthem.”

“The safety of the public and first responders is our priority,” says Doug Watson, E-Comm’s vice-president of 9-1-1 Operations. “In addition to our education efforts, we’d like to see cell phone manufacturers and telecommunications industry groups try to ensure better safeguards are put in place on phones to prevent pocket dials to 9-1-1 in the first place.”

E-Comm is raising this issue during Emergency Service Dispatchers’ & 9-1-1 Awareness Week in B.C. (April 9 to 16). The aim of the week is to educate the public about calling 9-1-1 and to recognize the dedicated work of emergency call-takers, dispatchers, technology specialists and support personnel.

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Media contact:

Jody Robertson
604-215-4956 or604-640-1342 (pager)
[email protected]

 Backgrounder

• E-Comm answers more than one million 9-1-1 calls annually
• In 2011, E-Comm received 639,877 9-1-1 calls from cell phones (58 per cent of total call volume) and 464,388 from landlines (42 per cent)
• In 2011, E-Comm received more than 100,000 accidental calls to 9-1-1, including more than 70,000 “pocket dials” and 40,000 “abandoned” calls or hang-ups
• More than six-million calls to 9-1-1 are placed each year across Canada from cell phones
• More than half of all phone connections in Canada are now wireless, with 75 per cent of Canadian homes having access to a wireless phone
• In 2011, there were more than 26 million wireless subscribers in Canada – representing a rise of approximately seven per cent each year over the past five years
• E-Comm recommends storing cell phones in protective cases and in a manner which prevents unintentional dialling (e.g. do not leave at the bottom of your purse or in your back pocket); never pre-programming 9-1-1 into any phone; keeping cell phone’s keypad in the locked position; and storing cell phones in a case/holster at all times
• If you call 9-1-1 by mistake, stay on the line and let the call-taker know if you’re safe
• Remove batteries from old cell phones to prevent accidental calls
• Landlines provide address information; cell phones provide general location information only. Cell phones cannot pinpoint location.

E-Comm answers more than one million 9-1-1 calls each year for Metro Vancouver, the Sunshine Coast, Whistler, Squamish and the southern portion of the Squamish-Lillooet Regional District and provides dispatch services to 30 police and fire departments.

For tips on using 9-1-1 and more information about E-Comm, visit ecomm911.ca or follow us on Twitter @EComm911_info