Blog | 911 Emergency Dispatcher | 911 Emergency Dispatch

With a warm weekend forecast and the arrival of visitors to B.C. from around the world, E-Comm is anticipating an increase in calls for emergency services.

Larger crowds and more people spending time outdoors at beaches, parks and events, are expected to drive higher call volumes, for both 9-1-1 and non-emergency lines.

“Our teams are ready for increased call demand, and the public also has an important role to play in keeping 9-1-1 available for emergencies,” said Carly Paice, Communications Manager at E-Comm 9-1-1. “Knowing when to call 9-1-1 and what to expect when calling, for situations that require immediate assistance from police, fire, or ambulance, helps ensure we can respond quickly to those who need us most.”

When to call 9-1-1 and what to expect

Call 9-1-1 if someone’s life, safety or property is at risk, or if you are witnessing a crime in progress. Whenever in doubt, opt on the side of safety and call 9-1-1, a trained call-taker will assess the situation.

Following the lead of call takers in answering questions is the best way to help. Common questions during emergency calls often include: your location (where are you, where is this happening), the nature of the incident (tell us what is going on), parties involved (descriptions of people, vehicles or other entities on scene), timing (when did this occur) and safety (are there any weapons, is anyone hurt). Do not hang up until the call taker says it’s okay.

Knowing your location is important: an exact address is always best, but major landmarks and cross streets will also help us find you.

Help keep lines free for emergencies

Avoid calling 9-1-1 for non-urgent issues or by mistake. If you dial in error, stay on the line and let the call-taker know so they can quickly move on to assist others.

While most callers use 9-1-1 appropriately, E-Comm continues to receive calls that don’t belong on the emergency line. So far in 2026, examples of calls that have come in through 9-1-1 have included airline booking issues, lost cell phones, traffic complaints and food delivery concerns. These calls do not belong on 9-1-1 and tie up emergency call takers from being able to respond to real emergencies more quickly.

For resources on who to call for assistance for non-urgent matters find a list of resources on our website at nonemergency.ca

Tips for visitors

• While travelling anywhere in Canada, use 9-1-1 to call for help in an emergency.
• Free interpretation services are available on 9-1-1 in over 200 languages. If you need emergency help in another language, call 9-1-1 and say the name of your language.
• Messaging apps such as WhatsApp, Telegram, Signal, as well as texting to 9-1-1, are currently not supported for reaching 9-1-1 in British Columbia.
• Familiarize yourself with the local health and safety supports available by visiting Know Before You Go

Heat and summer safety reminders: who to call

• If you have health questions on heat-related symptoms, call 8-1-1 to speak with a public health nurse. If you, or someone else is in medical distress, call 9-1-1.
• Follow information and updates about heat warnings via Emergency Info BC and see latest information bulletin from the City of Vancouver.
• Questions about water/fire restrictions, public recreation areas, noise control and all other bylaw infractions should be directed to your local city services. In Vancouver, call 3-1-1.

E-Comm welcomes the appointment of special mediator Vince Ready to assist in reaching a fair and sustainable collective agreement with CUPE 8911, as announced by the Minister of Labour on June 6, 2026.

With this appointment, any potential job action ceases and E-Comm will head into mediation to finalize a collective agreement without labour disruption.

Vince Ready will work collaboratively with E-Comm and the Union for up to 10 days to resolve outstanding bargaining issues. This process will result in a new collective agreement for E-Comm and its employees.

E-Comm and CUPE 8911 mutually reached out to BC’s Ministry of Labour yesterday with the request for a special mediator, as CUPE 8911 had previously declined E-Comm’s offers for assistance through both mediation and interest arbitration.

“Our priority from the beginning of collective bargaining has been to reach a fair and equitable agreement that supports our employees and the vital work they do, while ensuring the continuity of the critical services British Columbians rely on,” says Greg Conner vice-president of People & Culture at E-Comm. “We welcome Vince Ready’s appointment as special mediator and are committed to working cooperatively to finalize an agreement over the coming week.”

E-Comm confirms that the essential emergency communication services British Columbians rely on will remain uninterrupted following CUPE 8911’s issuance of 72-hour strike notice.

While the strike notice has been issued, the parties are continuing negotiations over the weekend in an effort to reach an agreement. E-Comm fully supports the requested appointment of a Special Mediator to assist in reaching an agreement.

An essential services order issued by BC’s Labour Relations Board is in place to ensure that public safety is protected at all times. Under the order, 9-1-1 operators, police/fire call takers and dispatchers are deemed essential should job action occur.

We have continued to engage in the bargaining process in good faith with a competitive offer on the table. The offer E-Comm put forward aligns or exceeds many of the recently settled agreements within the public sector.

This offer would build on the significant improvements to wages and benefits negotiated during the last agreement which included an extra $5-$8 per hour for night/weekend shifts, and up to $4,000 in mental health benefits per year.

“We’ve made meaningful efforts to move negotiations forward and have put forth an offer that prioritizes both the employees who deliver these critical services and the public who depend on them,” says Greg Conner, vice-president of People & Culture for E-Comm. “Our priority is ensuring uninterrupted service for the public while supporting our employees with a fair and sustainable collective agreement.”

Last night, E-Comm hosted its third annual Achievement, Contribution and Excellence (ACE) Awards ceremony, bringing together employees from across the organization to celebrate career milestones, honour retirees and recognize colleagues whose outstanding contributions have made a meaningful impact on public safety.

Behind every service milestone is an individual who has dedicated years of their career to supporting British Columbians during some of life’s most challenging moments. From everyday emergencies to major incidents that affect entire communities, E-Comm’s call-takers, dispatchers, technologists and support staff are there when help is needed most.

E-Comm proudly recognized 101 distinguished service milestones, ranging from five to 45 remarkable years. We also honoured seven retirees whose strength, resilience and unwavering commitment to public safety have helped shape E-Comm into the trusted organization it is today.

In addition to celebrating years of service, E-Comm presented four employees with ACE Awards in recognition of their exceptional achievements, leadership and dedication. Each award reflects the values, excellence and spirit that drive E-Comm’s mission and inspire those around them.

Above and Beyond — Jim B. 

Jim B. was recognized for consistently demonstrating integrity, professionalism and a strong commitment to supporting others. As a peer coach, he successfully mentored eight new dispatch learners, adapting his approach to each individual while fostering a supportive and encouraging environment. Known for his calm demeanor and sense of humour, Jim is highly respected by his peers and regularly steps up to support his team in a variety of roles, always willing to help wherever needed.

Leadership Excellence — Colin Brittain

Colin Brittain was recognized for his collaborative leadership style and ability to build strong connections across all levels of the organization. He has played a key role in supporting the implementation of Next Generation 9-1-1, helping shape operational readiness and guiding teams through complex, large scale technology work. Widely respected for his knowledge, patience, and willingness to help others, Colin consistently demonstrates leadership that strengthens both his team and E-Comm as a whole.

Collaboration Champion — Sara Andreola

Sara Andreola was recognized for her exceptional collaboration, creativity, and positive approach to teamwork. Working across departments, she has played a key role in bringing E-Comm’s stories and public education campaigns to life through engaging and impactful communications. From leading major 9-1-1 awareness campaigns to creating E-Comm’s highest-performing social media content to date, Sara consistently combines innovation with a strong commitment to supporting others. Her collaborative spirit, generosity, and ability to connect teams have strengthened both the organization and its connection with the public.

Rising Star — Kiah Persson

Kiah Persson was recognized for the exceptional impact she has made in a short period of time through her strong work ethic, professionalism, and positive attitude. Quickly earning a reputation as a dependable and highly capable team member, she has transitioned seamlessly from call-taker to dispatcher, demonstrating confidence, sound judgment, and strong communication skills well beyond her years of experience. Known for her adaptability, kindness, and collaborative spirit, Kiah has already become a valued member of the team and is widely seen as a future leader within the organization.

As E-Comm continues to support first responders and communities across British Columbia, the ACE Awards serve as a reminder that our greatest strength is our people. Congratulations to all of this year’s recipients.

When people call 9-1-1, they’re often experiencing one of the most stressful moments of their lives, and uncertainty about what happens next can add to that stress. E-Comm 9-1-1 and the Abbotsford Police Department (AbbyPD) have partnered on a new public education initiative to help residents better understand how emergency calls are handled and what to expect when they reach out for help.

Timed with National Police Week (May 10–16, 2026), the initiative includes a short video designed to address common misconceptions about the 9-1-1 process – particularly the concern that answering questions may delay emergency response.

In reality, emergency response begins immediately.

“When you call 9-1-1 in Abbotsford, a team of professionals at E-Comm starts working right away to get you the help you need,” said Sergeant Paul Walker of the Abbotsford Police Department. “In urgent situations, officers are often dispatched while you’re still on the line.”

Information provided by callers is shared in real time between call takers, dispatchers, and responding officers. This continuous flow of communication allows first responders to assess risks, prepare for the situation, and respond as effectively as possible before arriving on scene.

Even after dispatch, call takers remain on the line whenever possible to gather additional details and provide reassurance. This ongoing communication plays a critical role in ensuring responders have the most accurate and up-to-date information.

“When people dial 9-1-1, it’s often during one of the most difficult moments of their lives,” said Carly Paice, Communications Manager for E-Comm 9-1-1. “The goal of this initiative is to provide clarity and reassurance, so callers know there is someone on the other end guiding them through the situation while help is already on the way.”

The initiative also highlights the accessibility of emergency services for Abbotsford’s diverse community. Interpretation services are available for callers who require language support, ensuring that language barriers do not prevent people from getting the assistance they need.

The accompanying video provides a behind-the-scenes look at the coordination between call takers, dispatchers, and police officers, reinforcing how quickly and collaboratively emergency response unfolds.

For more information about when to call 9-1-1 and what to expect, visit ecomm911.ca.

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