Blog | 911 Emergency Dispatcher | 911 Emergency Dispatch

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.

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.