The Province of British Columbia has declared April 12-18 as Emergency Service Dispatchers and 9-1-1 Awareness Week, an opportunity to recognize and thank the call takers, dispatchers, technologists and all those who work tirelessly to support public safety behind-the-scenes. It is also an opportunity to raise awareness about the crucial role the public can play in keeping first responders and communities safe.
As part of the week’s recognition, E-Comm 9-1-1, BC Emergency Health Services, Vancouver Emergency Management Agency and Vancouver Fire Rescue Services are reminding the public about the proper use of 9-1-1, what they can expect when they need to access help from first responders and to how to best prepare for emergencies.
Using 9-1-1 responsibly
- Only call 9-1-1 if there’s an immediate risk to life, safety, or property—such as a medical emergency, a crime in progress, or a fire. 9-1-1 is not an information line. If you are unsure, it’s best to err on the side of caution and call 9-1-1 so a call taker can determine what kind of help is needed.
- E-Comm receives hundreds of accidental calls to 9-1-1 every day. Lock and store your phone or smart devices carefully to prevent accidental calls. If you dial 9-1-1 by accident, stay on the line and let the call taker know you’re safe.
How to access help
- Be prepared to answer questions. Call takers ask specific questions to gather critical details for first responders. Staying calm and following their instructions helps ensure the fastest response possible.
- When calling 9-1-1 for a medical emergency, you will speak to a BCEHS emergency medical call taker who has specific training for assessing medical emergencies and supporting callers while help is on the way.
- Make sure you stay on the line and answer all the call taker’s questions to the best of your ability. The questions call takers ask are designed to help ensure you get the help you need.
- Get right beside the patient if it is safe to do so. The call taker will be asking you questions about their condition and being right by their side will help you answer as accurately as possible.
- The call taker will give you information about what you can do to help yourself or the patient while paramedics are on their way. Stay as calm as possible and follow their instructions. Call takers regularly help 9-1-1 callers provide first aid, perform CPR and even deliver babies over the phone!
- Don’t hang up until the call taker tells you to do so.
Preparing for emergencies
- Know your location: It’s critical to know where you are during an emergency, especially when you need help from first responders. An exact address is always best, but your city, cross streets and major landmarks will also help call takers and first responders find you.
- Know where to get updates during an emergency: Many communities are using the Alertable app to send public alerts with key information during an emergency. In Vancouver, you can find emergency information and download the Alertable app at vancouver.ca/alerts. If you’re looking for updates and information, do not call 9-1-1.
“The staff in our dispatch centres and Patient Transfer Services play a crucial role in the health-care system, helping people get the help they need in emergencies and supporting the movement of patients between health-care facilities all across the province and beyond. This week, we want to say thank you to these dedicated employees. They may work behind-the-scenes, but their contributions are part of everything we do at BCEHS and have made a difference in countless lives across B.C.,” says BCEHS Paramedic Public Information Officer Brian Twaites.
“We are incredibly grateful to our 9‑1‑1 operators and dispatchers, who play a vital role in helping people and keep our firefighters safe during emergencies,” says Karen Fry, Fire Chief and General Manager of Vancouver Fire Rescue Services. “Responsible use of 9‑1‑1 helps ensure they can respond quickly and effectively when seconds matter most.”
“This week, we recognize the unsung heroes who work tirelessly behind-the-scenes to keep our communities safe,” says Carly Paice, Communications Manager at E-Comm. “Together with our first responder partners, our staff play a vital role in ensuring help arrives swiftly when it’s needed most. When you call 9-1-1, you’re reaching a dedicated team committed to making a difference—one call at a time.”
Together, let’s show our appreciation for all our hard-working first responders, call takers, dispatchers, technology specialists, support staff and all first responders who play a critical role in keeping our communities safe.