Blog | 911 Emergency Dispatcher | 911 Emergency Dispatch

As families prepare for the back-to-school season, E-Comm is encouraging parents and caregivers to add one more important item to their checklist: teaching children how and when to call 9-1-1.

For many kids, a new school year can mean new routines—such as walking to and from school on their own for the first time, taking public transit, carpooling to games or practices, or using a mobile device or smart watch to stay connected. That’s why it’s essential for children to not only know how to dial 9-1-1, but also to understand that in any emergency, help is just a call away.

“It’s important for children to know that they are never alone. No matter what the emergency is, when you call 9-1-1, there will always be someone on the line who is ready to listen,” says Police Call Taker Laura Fiddler. “The moment you call, a calm and caring voice will answer, ready to get you the help that you need as quickly as possible.”

E-Comm’s Tips for Teaching Kids About 9-1-1

1. Explain when to call 9-1-1

   Use simple language to describe emergencies:

   • • If someone is badly hurt or very sick
     • If there is smoke or fire
     • If they feel unsafe or see a crime happening (like someone stealing or hurting someone)

2. Teach them how to call

   • Show them how to unlock the phone and dial 9-1-1
   • Let them know they can call from a cellphone, even if there’s no service or SIM card
   • If you have access to a landline in your home, teach them the difference between how to dial from a landline vs. a cell phone

3. Help them know what to say

   • When you first dial 9-1-1, an operator will say “do you need police, fire or ambulance” and “for what location”
   • Stay calm and speak clearly
   • Say what is happening, where they are, and who needs help
   • Follow instructions from the call taker and stay on the line until they say it’s okay to hang up

4. Make sure they know their location

   • Practice saying their city and home address, including apartment number and building entry code
   • Teach them how to look for landmarks or street signs if they’re away from home from school

5. Practice through role-playing

   • Go through different emergency scenarios without using a real phone
   • Help them understand what kinds of questions a 9-1-1 operator might ask

6. Explain the importance of using 9-1-1 responsibly

   • Let them know that 9-1-1 is only for real emergencies
   • Remember to lock and store their devices carefully. If they do call by mistake, encourage them to stay on the line and let the operator know that they are safe.
   • Making prank calls can stop someone else from getting the help they need

E-Comm also reminds parents that language should never be a barrier. Our call takers can access interpretation services in over 200 languages. Children should be reassured that if they need help, someone will be there to listen.

Emergencies can happen anytime, even when adults aren’t around. That’s why it’s so important to make sure your children know how to call 9-1-1 before they head back to school in September. Knowing how to call gives kids confidence, helps them act quickly when seconds matter, and reassures them that a calm, trained professional will always be there to send help.

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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.

Media contact
E-Comm
604-215-6248
[email protected]

Talana Watt Madu wins National Emergency Number Association award

Talana Watt Madu, a Police Call Taker with E-Comm and proud Maple Ridge resident, has been awarded the National Emergency Number Association (NENA) Gold Line Scholarship—one of only 11 Canadians to receive the honour this year, and the sole recipient from British Columbia.

The Gold Line Scholarship recognizes exceptional 9-1-1 telecommunicators, call takers, and dispatchers who demonstrate professional excellence and a commitment to growth through education.

The award gave Talana the chance to attend the NENA 2025 Conference & Expo in Long Beach, California, one of the largest gatherings of its kind in North America, bringing together public safety experts, technology innovators, and government leaders to share best practices and explore the latest advancements in the industry.

Talana first discovered her passion for helping others as a volunteer at the Crisis Centre BC, which led her to join E-Comm in 2022. Since then, she has taken on a variety of leadership roles and developed a strong commitment to peer coaching and mentorship.

“Receiving the Gold Line Scholarship was incredibly meaningful,” said Talana. “It validated my goals to keep learning and growing, and it reminded me that the work I do as a police call taker truly matters. I came home with new tools, ideas, and a renewed passion for supporting my colleagues.”

During the conference, Talana attended training sessions on mental health, mentorship, and wellness strategies, toured the Long Beach disaster preparedness centre, and connected with professionals from across Canada and the U.S. A standout moment for her was a keynote exercise led by author Suneel Gupta, which revealed the shared challenges faced by emergency communications professionals—and the solidarity that exists within the field.

“One of my biggest goals is to continue developing as a leader within E-Comm, regardless of title,” says Talana. “Whether it’s through coaching, mentoring or simply listening, I want to help build a strong, resilient team where people feel supported, equipped and valued.”

Talana has already begun sharing what she learned, posting stress-management tips and wellness reminders for her colleagues at E-Comm. Looking ahead, she hopes to inspire more Canadian representation among Gold Line Scholarship recipients in 2026.

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As British Columbians head into the B.C. Day long weekend, E-Comm 9-1-1 is reminding everyone to stay prepared, stay informed, and know when—and how—to call for help. Hot weather, wildfire risk, and increased outdoor activity can all contribute to higher emergency call volumes, so a little planning can go a long way in keeping you and others safe.

Know your location

If you are camping, travelling, hiking or spending time in an area that is new to you this long weekend, knowing your location is critical in case you need to call 9-1-1 in an emergency. An exact location is always best, but landmarks and cross streets will also help us find you.

Stay heat-safe

Heat warnings are currently in effect in parts of B.C. Prepare for extreme temperatures by staying hydrated, avoiding peak heat hours, and spending time in cool or air-conditioned spaces. For health-related questions, call 8-1-1 to speak with a registered nurse. If someone is in medical distress—such as showing signs of heat stroke, exhaustion, or severe dehydration—call 9-1-1 immediately.

For updates on heat warnings, follow EmergencyInfoBC.

Report wildfires

With ongoing drought and high temperatures, much of the province remains at high risk for wildfires—even in areas that recently saw rain. To report a wildfire, unattended campfire or burning violation, call 1-800-663-5555 or *5555 from a cellphone. Check current conditions at BCWildfire.ca

When to call 9-1-1

If you need urgent help from police, fire or ambulance, call 9-1-1 immediately.

Summer-related emergencies that require a call to 9-1-1 can include boating accidents, break-ins, injured hikers, impaired or dangerous drivers, missing children or seniors, motor vehicle collisions with serious injuries and heat-related medical issues such as heat stroke, exhaustion, or severe dehydration.

If you are ever unsure whether a situation is an emergency, we encourage you to err on the side of caution and call 9-1-1 so a call taker can determine what kind of help is needed.

Thank you for doing your part by planning ahead, staying alert and using 9-1-1 responsibly. Stay safe and enjoy the long weekend.

The Celebration of Light is set to illuminate the skies on July 19, 23 and 26, drawing hundreds of thousands to Vancouver’s beaches and waterfront areas and E-Comm is reminding the public to help keep 9-1-1 lines free for emergencies.

While first responders are busy on the ground, E-Comm’s call takers and dispatchers are working hard behind the scenes to connect the public with the help they need.

Summer has historically been a busy time for E-Comm, with call volumes rising from 25—35% above the springtime average. E-Comm plans for this season year-round, and the Celebration of Light events account for some of the busiest call volumes annually. While additional staff have been scheduled, the fireworks are expected to be a busy event for emergency services, despite the added resources.

To help ensure a safe experience for everyone, E-Comm is sharing the following tips:

• Know when to call 9-1-1: Only call 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. Learn more about how to Make the Right Call.
• Prevent pocket dials: Secure your phone before heading out or once you’ve finished taking photos and videos. E-Comm receives hundreds of accidental calls each day. If you dial 9-1-1 by accident, stay on the line and let the call taker know you’re safe.
• Know your location: In a large crowd, this can be difficult. Be ready to provide the name of the beach, park, cross streets, or nearby landmarks to help emergency responders find you faster.
• Answer questions from call takers: E-Comm staff ask specific questions to gather critical details for first responders. Staying calm and following their instructions helps ensure the fastest response possible.

E-Comm thanks everyone for doing their part to ensure a safe and enjoyable Celebration of Light.

Want to learn more? Follow @ecomm911_info on Instagram for live-updates from 7:00pm-11:00pm on July 19, 23 and 26.

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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.

Media contact
604-215-6248
[email protected]

E-Comm forecasting 25—35% more 9-1-1 calls than March—April average

With the mercury set to rise this long weekend, E-Comm 9-1-1 is reminding the public to “Make the Right Call” – whether that be 9-1-1 in an emergency or through a number of other dedicated resources for less urgent situations.

In addition to seasonal hazards and climate related emergencies including flooding, wildfires and drought, warm weather typically drives increased calls for emergency services, with more people outdoors enjoying the sunshine at beaches, parks, patios and attractions.

During the summer months, E-Comm historically sees 9-1-1 call volumes rise by about 25—35% above the springtime average. To keep pace with the increased demand, E-Comm is adjusting staffing levels to align with anticipated increases during weekends, forecasted heat or weather patterns, and major events like Canada Day festivities.

“Whether staying close to home or traveling around B.C. this summer,  E-Comm’s team of dedicated call takers and dispatchers are here to help when you need it the most,” says Communications Manager Carly Paice.

“If it’s an emergency that requires immediate attendance from police, fire, or ambulance, please call 9-1-1 right away. By following the lead of call takers, who will ask a series of questions, you help us get the critical information emergency responders on the ground need as quickly as possible.”