9-1-1 is more than a number—it’s a lifeline, a vital resource you rely on to receive lifesaving assistance in times of need. When you’re facing an emergency, it’s the calm and reassuring voice on the other end of the line that helps guide you through life’s toughest moments. It’s the dedicated individuals who work around the clock, answering your calls and ensuring that help arrives when you need it most.
You may not often think about the people behind 9-1-1 until the moment you’re in crisis—but when that moment arrives, these individuals become the most important people in your life.
Who are these people, you ask? They are the team at E-Comm. Our call takers and dispatchers handle more than 5,600 calls a day, making a profound impact on the lives of British Columbians across the region.
As we observe Emergency Service Dispatchers and 9-1-1 Awareness Week from April 13-19, E-Comm is proud to highlight the first, first responders who work tirelessly behind the scenes to keep our communities safe.
Meet Keeleigh: 9-1-1 Queue Agent
When you dial 9-1-1, the first person you’ll speak to is a 9-1-1 Queue Agent like Keeleigh. Her role is to quickly confirm your location and determine whether police, fire, or ambulance services are needed—ensuring you’re connected to the right agency as fast as possible.
What motivated you to pursue a career at E-Comm?
After working as a Bio-Recovery Technician (aka Crime Scene Cleaner) for a few years, I decided I wanted to move into a role as a first responder to help people who might be in crisis. I see this as one of my purposes in life and it motivates me to be the best person I can and treat those I encounter in my life with as much kindness as possible because everyone is fighting their own battles.
What is your #1 tip for someone calling 9-1-1?
Please be ready to tell us what agency “police, ambulance or fire” right away and the city or town you need help to.
Those are the details we need first to get you the help you need the fastest. I know it can be hard to focus on questions in times of stress, but please do your best to listen to us because we need certain details to get you the appropriate help the fastest.
For more tips on calling 9-1-1, visit www.ecomm911.ca/911-dispatch/tips-and-info/
Meet Mark: Police Call Taker
If your 9-1-1 call requires police assistance, Keeleigh will transfer you to a police call taker—that’s where Mark comes in. He’ll ask questions in a specific order to understand the situation and get the best information possible. Mark with get a police file started and send help on the way.
What do you find most rewarding about your role?
Regardless how stressful the calls get, knowing I have made someone’s day a bit easier because I was the calming voice on probably their worst day. While I’m not solving their issue, I know I’ve at least been a part of their solution.
What is one thing you wish people knew about your job?
How much dedication there is—we’re all here because we want to make an improvement in the place we live. Never have I met such devotion and care in one’s job than working here.
Meet Katherine: Police Dispatcher
While you’re on the line with a police call taker, they are simultaneously relaying information with police dispatcher like Katherine. She helps to coordinate police resources and serves as the point person between the call taker and the officers on the ground, relaying real-time information to direct police response and keep officers safe.
What do you find most rewarding about your role?
Being able to be that source of support and assistance for people on the most difficult day of their life. To be that calm voice on the other end of the line for someone in need. It is also incredibly rewarding to be the lifeline for police officers. I’m very proud of the work I do.
What is one thing you wish people knew about your job?
This job takes an incredible mental and physical toll on us. Though we don’t attend scenes like police, firefighters, or paramedics, the work we do affects us, sometimes in profound ways.
Meet Sadie: Non-Emergency Call Taker
If you need to report a police matter that does not require an immediate response, you can call your local 10-digit non-emergency line and speak with dedicated non-emergency call taker like Sadie. She will collect all the necessary information to create a police file, or help to refer you to the right resource. Tip: you can find your local number at nonemergency.ca
What motivated you to pursue a career at E-Comm?
I pursued a career at E-Comm 911 at a time when they were introducing their first Non-Emergency only team. I was drawn to the role because it was a meaningful way to support the community but also a great effort in keeping emergency lines open for those who really needed it. It’s a rewarding way to make a difference for everyone, every day.
What is your #1 tip for someone calling the non-emergency line?
We receive many calls on our Non-Emergency lines and although we are happy to help, many policing agencies offer online crime reporting services that guide you through a series of questions to make a report rather than dialing in. It’s a convenient and accessible way to support community safety while also saving time.
Meet Matt: Fire Call Taker
If response from a fire department is required, a 9-1-1 Queue Agent will transfer the call to a Fire Call Taker like Matt. He will confirm your location and work with a Fire Dispatcher to get help on the way.
What’s one thing you wish people knew about your job?
Something I wish people knew about Fire Dispatch is how varied the calls can be. A lot of people only imagine fire when they think of calling the Fire Department, but we deal with a varied list of emergencies, from rescues, emergency airplane landings, medical emergencies and much more. You can never predict what you’ll hear when you answer the phone.
What is your #1 tip for someone calling 9-1-1?
The best tip I have for calling 9-1-1 is to be aware of where you are. We don’t always need an exact address if you don’t have it, but cross streets, store names, landmarks, anything we can use to send help to you is useful. Also answering our questions to the best of your ability, and it’s always better to say you don’t know than to assume.
E-Comm is the first point of contact for 99% of 9-1-1 calls in B.C. and provides call-taking and dispatch services for over 70 police and fire agencies. When a call falls outside E-Comm’s service area, our 9-1-1 call-takers transfer it to the appropriate police or fire agency. Medical calls are transferred to BC Emergency Health Services for ambulance dispatch and medical call-taking.
Every one of our staff at E-Comm and emergency communications professionals across British Columbia play an essential role in ensuring that help arrives swiftly and efficiently when it’s needed the most. These are the unsung heroes who make our communities safer, and during Emergency Service Dispatchers and 9-1-1 Awareness Week, we take the time to recognize their unwavering dedication and the crucial work they do every day.
Next time you dial 9-1-1, remember that the person on the other end is not just answering a call—they’re part of a team committed to making your community safer, one call at a time.
