Blog | 911 Emergency Dispatcher | 911 Emergency Dispatch

New video highlights interpretation services and encourages non-English speakers to call 9-1-1 in an emergency

E-Comm and Richmond RCMP are reminding British Columbians that you do not need to speak fluent English to call 9-1-1.

In 2025 alone, E-Comm received 5,329 emergency calls requiring interpretation in 57 different languages. Of those calls, 26% required interpretation in Mandarin, 24% in Punjabi, and 12% in Cantonese. From Spanish, Farsi, and Arabic to Laotian, Lingala, and Luganda, the wide range of interpretation requests reflects the rich diversity of callers across British Columbia.

To help raise awareness, E-Comm and Richmond RCMP have released a new video offering practical tips to support non-English speaking family members, friends and neighbours in accessing emergency services through 9-1-1. Language should never be a barrier to getting help in an emergency.

E-Comm has access to a 24-hour interpretation service in more than 200 languages, which can typically be connected in less than a minute.

Tips for calling 9-1-1 if English is not your first language

• Learn the English word for the language they do speak (e.g., learn to say “Mandarin”) in case an interpreter is needed. This will help speed up the process.
• Learn the words “police”, “fire” and “ambulance” in English.
• Encourage everyone to call 9-1-1 even if they speak little English—often this is all our call takers need to collect information and get help on the way.
• People should not be shy to try their English. Always dial 9-1-1 immediately in an emergency, rather than waiting for an English-speaking family member or neighbour.
• When requesting assistance in another language, do not hang up. Please stay on the line while our call-takers quickly connect with interpretation services.

“If you have a loved one who doesn’t speak English, it’s important to have the conversation about how to call 9-1-1 in an emergency that requires immediate assistance from police, fire, or ambulance,” says Carly Paice, Communications Manager at E-Comm 9-1-1. “When seconds count, 9-1-1 operators and emergency call takers are here to connect the public with first responders on the ground. Language should not be a barrier to someone calling 9-1-1 during a life or death situation like a crime in progress, fire or medical emergency.”

“Richmond is one of the most linguistically diverse communities in Canada, with roughly 70% of households reporting a mother tongue other than English or French,” says Sergeant Pak Yim, Richmond RCMP. “We want every resident to know that language should never be a barrier to getting emergency help. Our officers work every day with residents who speak many different languages, and are prepared to support callers through interpretation services whenever needed.”

No matter what language you speak, 9-1-1 is here to help.

Media Contacts:

Questions pertaining to E-Comm 9-1-1 should be directed to [email protected].

Questions pertaining to Richmond RCMP should be directed to [email protected]

When first responders need to communicate with one another, there is no room for error. In addition to providing call-taking and dispatch services, E-Comm owns and operates the largest multi-jurisdictional public safety radio network in B.C. and one of the largest in Canada.

BC Emergency Health Services, all police agencies, and 18 fire departments across Metro Vancouver and Abbotsford rely on E-Comm’s radio network to communicate critical information. TransLink operating companies (Coast Mountain Bus Company and BC Rapid Transit Company) also depend on E-Comm to ensure seamless, real-time communication across agencies and locations, keeping first responders and essential services coordinated when it matters most.

February 13 marks World Radio Day, and E-Comm recognizes the team responsible for maintaining the radio system most critical to public and first responder safety. Unlike other systems across North America, E-Comm’s radio is managed entirely in-house by its very own wireless team, offering constant visibility into system health and the ability to resolve issues quickly.

Meet Dave Cameron, Senior Wireless Platform Specialist

Dave Cameron has been fascinated by two-way radio since childhood and has been an avid amateur radio operator since 1993. Always more interested in understanding how systems work than simply using them, Dave built a strong technical foundation that would later shape his career.

Although he holds a bachelor’s degree in chemical engineering, his passion for radio communications—combined with experience in electrical power systems and project management—led him to join E-Comm in 2014 as a Project Manager with the Next Generation Radio Program. Most recently, Dave transitioned into the role of Wireless Platform Specialist, where he continues to support and strengthen E-Comm’s critical public safety radio network.

Dave is an integral member of the team who spent over five years specializing in radio interference, developing an innovative, cost-effective system to detect it, assess its potential impact, and pinpoint likely sources. While similar solutions exist, Dave designed and built a system in-house to meet E-Comm’s unique operational needs.

This radio system exists for a reason

When the Stanley Cup riot broke out in 1994, a surge of radio traffic overwhelmed first responder systems. First responders couldn’t communicate with one another because they operated on separate networks, making it difficult to coordinate their response. This incident led to the birth of E-Comm and a new regional radio system.

Protecting the airwaves

Most people never think about radio systems until something goes wrong.

Imagine a firefighter inside a burning building pressing the push-to-talk button to order an evacuation. There’s no room for interference or time for delay. Every transmission must go through—and that’s where the wireless team comes in.

Part of their work involves tracking and eliminating radio frequency interference (signals that can compete with or disrupt emergency communications). Using innovative, in-house software defined radios (SDRs) installed at tower sites, the team can detect interference early, assess its impact and trace it to its source.

The frequencies used by E-Comm’s system were repurposed from over-the-air TV channels in 2004. Some older devices, like wireless microphones or speakers, still operate on those bands and can unintentionally cause interference—another reason why constant monitoring is essential.

Did you know that trees can also create interference? Our wireless technicians can navigate specialized drones through heavily forested areas to identify the exact GPS coordinates of trees or branches interfering with the airwaves.

Maintaining clear and open frequencies is key to making sure the airwaves stay clear for the voices that need to be heard the most.

Celebrating the Wireless Team on World Radio Day

The Wireless team is made up of members like Dave who play a critical role in the infrastructure that supports public safety. On World Radio Day, we celebrate those behind the technology that connect first responders when it matters the most.

This year’s list of BC’s Top Employers has been announced, naming E-Comm 9-1-1 to the list.

BC’s Top Employers is an annual editorial competition that recognizes the British Columbia employers leading their industries in creating exceptional workplaces. Each year, the competition’s editors evaluate organizations based on eight key criteria, highlighting the most progressive and forward-thinking programs. Winners are announced in a special online magazine co-published with The Vancouver Sun, featuring detailed reasons for selection to provide transparency and showcase best practices.

At the heart of this recognition is E-Comm’s incredible team of emergency communications professionals, technology experts and corporate services staff, who support public safety and communities across British Columbia every day. Featured in this year’s profile is Karli, who shared her experience working at E-Comm:

“When you have done all you can to be there for someone in need, there is a real sense of pride and accomplishment at the end of your shift. You know you helped someone in a really tough moment.”

This recognition underscores E-Comm’s ongoing commitment to its employees and its mission to provide critical support to first responders across British Columbia.

Learn more about career opportunities at E-Comm here. See the full list of BC’s Top Employers here.

E-Comm releases its annual top ten list reminding the public to keep 9-1-1 lines free for emergencies only

When a store refuses to return your air fryer, an airline fines your oversized carry-on, or your dishwasher breaks, 9-1-1 is not the appropriate number to call.

E-Comm is reminding British Columbians that 9-1-1 is for emergencies, not consumer complaints, general questions or inconveniences, as it releases its annual list of top ten reasons not to call 9-1-1, based on actual calls received by E-Comm police call takers throughout 2025.

By sharing the top ten list, E-Comm aims to reinforce the importance of keeping 9-1-1 lines available for those who truly need urgent help from police, fire, or ambulance for an emergency where immediate action is required.

“No matter how absurd a call might be on the surface, we have to treat every 9-1-1 call as an emergency, until we can confidently determine otherwise,” explains Bailey Mitchell, police call taker at E-Comm. “Every second we spend fielding questions about traffic, hornets or bad haircuts is time that could otherwise be helping someone in a life-threatening emergency situation.”

Top 10 unusual calls on 9-1-1 in 2025

1. Their luggage exceeded the carry-on limits
2. Walmart wouldn’t return an air fryer
3. Their dishwasher was broken
4. Someone parked at Starbucks and went into a grocery store instead
5. A non-electric car parked at EV charging station
6. They wanted to complain about traffic
7. They got locked out of their Airbnb
8. They left their iPad at the SkyTrain station
9. They wanted help getting a hornet out of their apartment
10. They were unhappy with their haircut

Police call takers are unable to assist with non-urgent matters on 9-1-1, but reaching out to the non-emergency line, or another alternative resources may help resolve your issue. To help the public make the right call, examples of emergency situations that should be reported through 9-1-1 and a comprehensive list of alternative resources  are available on E-Comm’s website.

“The majority of people use 9-1-1 responsibly, and we want British Columbians to feel confident calling for help in an emergency,” says Carly Paice, Communications Manager at E-Comm. “No matter the time of day, our call takers are here to connect people with critical emergency resources when they need them most.”

Tips on proper use of 9-1-1

• 9‑1‑1 is for police, fire or medical emergencies when immediate action is required: someone’s health, safety or property is in jeopardy or a crime is in progress
• Know your location at all times
• Don’t program 9‑1‑1 into any phone
• If you call 9‑1‑1 accidentally, stay on the line and let us know
• Lock and store your cellphone carefully to prevent accidental 9-1-1 calls
• Visit nonemergency.ca for a list of alternate resources for reporting non-emergency matters

E-Comm is responsible for 99 per cent of the 9-1-1 call volume in British Columbia and handles approximately two million calls 9-1-1 calls per year.

Fire Dispatch Team and Trainer honoured for exceptional contributions to public safety

The Association of Public-Safety Communications Officials (APCO) Canada has recognized E-Comm employees with two prestigious national awards for exemplary efforts in emergency communications.

Outstanding response and coordination to “firestorm” in Vancouver

The Team Award recognizes members of E-Comm’s Fire Dispatch team for their extraordinary level of professionalism, remarkable coordination and unwavering resilience during one of the most challenging fire response operations in E-Comm’s history.

Fire Charge Dispatcher Corey Kelso and Fire Dispatcher Gurvinder Sandhu with the APCO Team Award

On August 6, 2024 the Fire Dispatch team managed multiple large structure fires across Vancouver, resulting in a flood of 9-1-1 calls to E-Comm. The unprecedented situation included a four-alarm blaze that spread to eight homes, followed by reports of explosions and a crane collapse, creating immense pressure on all involved.

Despite these challenges, the team on shift rose to the occasion, coordinating closely with E-Comm call takers, Vancouver Police Dispatch team, multiple fire departments and partner agencies, ensuring units were deployed safely and effectively. Their teamwork and professionalism enabled a rapid, coordinated response that minimized risk to both the public and first responders, exemplifying the very best of emergency communications.

“The E-Comm Fire Dispatch team is so deserving of this national recognition for their outstanding work coordinating the emergency response during the Dunbar fire, a fire so large that it created its own firestorm,” says Vancouver Fire Rescue Services Fire Chief Karen Fry. “The work dispatchers do behind the scenes to disseminate critical information and provide steadfast support for the community and first responders is profoundly appreciated by the Vancouver Fire Rescue Services.”

“When confronted with an extraordinary night of multiple structure fires and operational firsts, the Fire Dispatch team responded with confidence, clarity, and composure,” says E-Comm’s Vice-President of Operations Stephen Thatcher.  “Their seamless coordination and exemplary dedication embody the spirit of excellence that is justifiably reflected in the team being awarded this year’s APCO Canada’s Team Award.”

Fire Dispatch team members recognized as part of APCO Canada’s Team Award include Afton Brooker, Corey Kelso, Gurvinder Sandhu, Jeff Chin, Jennifer Fitzgibbons, Maya Jokhi, Pavi Thind and Susan Shorting.

Vancouver Island Trainer recognized for compassionate mentorship

In addition to the Team Award, Tanya Silletta has been named APCO Canada’s Trainer of the Year. Tanya has been with E-Comm’s Vancouver Island emergency communications centre for six years, including five years with the Training team. Tanya has directly trained more than 100 police call takers and 50 police dispatchers, shaping over 74 per cent of E-Comm’s current staff at the Vancouver Island centre.

Trainer Tanya Silletta accepting the APCO Trainer of the Year Award at the APCO Canada 2025 Awards Reception

Tanya is widely recognized for her compassion, patience and dedication to mentorship. She ensures that new staff are supported throughout their training and beyond, providing guidance, coaching and resources to help them succeed in high-pressure emergency communications roles.

“It’s wonderful to see Tanya’s passion for helping others grow—both at E-Comm and at the Canadian Police College—recognized in this manner,” says E-Comm’s Vice-President of Operations Stephen Thatcher.  “Her outstanding commitment and contributions to developing public safety communicators throughout her 30-year career in emergency communications are truly deserving of celebration on the national stage.”

Congratulations to Tanya Silletta and the Fire Dispatch team for these remarkable achievements—each a shining example of leadership, teamwork and excellence in public safety communications.