Blog | 911 Emergency Dispatcher | 911 Emergency Dispatch

Richmond RCMP and E-Comm 9-1-1 create video offering a behind-the-scenes look at what happens when the public calls 9-1-1.

Richmond RCMP and E-Comm 9-1-1 have partnered on this video project to help increase public awareness around what happens when you call 9-1-1. The video also helps to highlight the critical working relationship between police and call takers on this Emergency Service Dispatchers and 9-1-1 Awareness Week (April 13 to 19, 2025).

“We wanted to pull back the curtain to give an insider’s view on what happens when you call 9-1-1 to help increase the public’s confidence when making a potentially life-saving call,” says Chief Superintendent Dave Chauhan, Officer-in-Charge Richmond RCMP. “The often-unsung heroes are those answering your first call for help. The call takers and dispatchers at E-Comm 9-1-1 play a vital role in community safety in Richmond and beyond, which is why we are proud to partner with them on this important project.”

“Knowing what to expect when you call 9-1-1 and having a greater understanding of the process can help people feel more confident and prepared when it matters most,” says Carly Paice, E-Comm Communications Manager. “Our team of experienced call takers and dispatchers, in close collaboration with police and first responders, work together to help connect callers with the critical help they need, as quickly as possible.”

CALLING 9-1-1

• Call 9-1-1 whenever someone’s life, safety or property is in immediate jeopardy, or if you are witnessing a crime in progress.
• When you call 9-1-1, an operator will ask if you need police, fire, or ambulance. They will also confirm which municipality the help is needed in.
• E-Comm’s job is to connect the caller with the emergency help they need as quickly as possible. The entire process usually takes less than a minute.
• Depending on the call, the caller may be connected with a police call taker, a fire call taker, or a call taker with BC Emergency Health Services, which handles ambulance calls outside of E-Comm.
• If the call is for police, you will be transferred to a police call taker, who will ask you questions about what’s happening.
• The call taker will simultaneously share the information you provide with a dispatcher, who communicates with officers responding on the ground.
• Do your best to stay calm and answer the call taker’s questions. 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.
• Call takers ask a lot of questions so that they can provide accurate and specific information to first responders. By following their lead, you will help us send help as quickly as possible.
• If you’re ever unsure about whether your situation may be an emergency, please don’t hesitate to call 9-1-1. Our call takers can help determine what kind of assistance you may need.

Quick Facts on E-Comm Call-Taking:

• E-Comm answers 99% of 9-1-1 calls made in B.C.
• In 2024, E-Comm received just over two million 9-1-1 calls
• On average, E-Comm receives more than 5,700 9-1-1 calls each day
• Along with 9-1-1, E-Comm provides emergency and non-emergency call taking and dispatch services for Richmond RCMP.
• In 2024, E-Comm’s records show over 40,000 police emergency calls from Richmond, over 33,000 police non-emergency calls, and more than 70,000 9-1-1 calls.
• E-Comm saw its highest service levels in 8 years in 2024, answering 98% of 9-1-1 calls in 5 seconds or less (target 95%), 90% of police emergency calls in 10 seconds (target 88%), and 80% of police non-emergency calls within three minutes (target 80%).

OTHER CALL-TAKING TIPS

• Call the Richmond RCMP non-emergency number (604-278-1212) for non-urgent situations which do not require an immediate response, such as when there’s a crime but no suspect, the crime occurred a while ago, or to report suspicious activity or ongoing crime issues in an area.
• E-Comm’s non-emergency service improvements include a dedicated call taking team and interactive software that provides callers in the Lower Mainland with wait time estimates and call back requests. The best time to call to take advantage of these improvements is between 7AM to 9PM
• Online reporting is another option for certain types of non-urgent crime. Make an online report to Richmond RCMP here
• Learn more about non-emergency and alternative resources at nonemergency.ca
• Always lock and store your phone carefully. If you do pocket dial 9-1-1 by accident, please stay on the line so we can make sure you are safe.

Richmond RCMP and E-Comm 9-1-1 are proud to be working together to make Richmond the safest community in Canada.

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].

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.

E-Comm is urging the public to stay alert following reports of phone scams involving caller ID spoofing. Fraudsters are disguising their phone numbers to appear as police non-emergency lines across British Columbia in attempt to gain trust and obtain personal information.

How the Scam Works

Scammers use technology to make it look like they are calling from a legitimate police non-emergency number. This tactic is designed to earn your trust and convince you to share sensitive information.

Remember: Police will never call you unexpectedly to request personal or financial information over the phone.

Tips for preventing caller ID scams

• Never provide personal details, such as your banking information, Social Insurance Number (SIN) or passwords, over the phone.
• If you are unsure, or something feels off, hang up immediately and call your local police non-emergency line to confirm. Visit nonemergency.ca to find your local 10-digit number.
  • Note: do not call back using any number provided to you by the caller.
• Do not be intimidated by any demands made by the caller. Police will never threaten, pressure or attempt to extort you if you do not comply with a caller’s demands.

What to do if you’ve been targeted

• If you believe you have been the victim of this scam and have shared personal identity information, financial information, and/or sent money, please report it to police by calling your local police non-emergency line.
• If you suspect your banking information has been compromised, contact your financial institution immediately. Additionally, notify Equifax to alert lenders that you may be a victim of fraud.
• If you have received a fraudulent phone call, but have not provided personal information or sent money, please contact the Canadian Anti-Fraud Centre by calling 1-888-495-8501.

Please share these tips with your loved ones.

On March 6, 2025 E-Comm participated in the Retail Crime Forum hosted by the Vancouver Police Department, focusing on strategies to combat organized retail crime and create safer environments for both employees and customers within the retail sector.

During the forum, E-Comm emphasized the critical role of reporting retail crimes. When incidents like theft, vandalism, or fraud are reported, businesses help provide valuable data that allows police agencies to direct patrols, track criminal activity, identify emerging trends, and take proactive steps to prevent future crimes.

How to report retail crime:

For crimes in progress, including retail theft, call 9-1-1. To report a crime with a time delay, call your local 10-digit non-emergency line, or file a police report online. A full directory of non-emergency numbers and crime reporting tools can be found at NonEmergency.ca.

Unsure who to call? Always err on the side of caution and call 9-1-1.

Reporting crime is faster than before:

We’ve made some significant improvements to our non-emergency service, which are aimed at creating a more positive experience for callers – and as a result, reporting crime is faster than before.

Key changes include a dedicated non-emergency call taking team, focused exclusively on handling non-emergency calls and any resulting reports. These skilled call takers also help relieve pressure on 9-1-1 operators and police emergency call takers during core hours.

An additional enhancement in the Lower Mainland is our new contact centre technology, Genesys. This interactive software provides non-emergency callers with estimated wait times, call-back options and the ability to receive their police file number by SMS text. For callers wishing to take advantage of these features, the best time to call is between 7 AM and 9 PM.

Since the launch of these new initiatives, we have seen vast improvements in our non-emergency service levels. Last year, our average time to answer a non-emergency call was two minutes – a 50% decrease from the previous year.

What to keep in mind when you witness crime:

We rely on you—the eyes and ears of the community—to provide critical information that helps keep everyone safe. Here are some important reminders when reporting retail crimes:

• Never intervene directly in a crime; your safety is the priority.
• Be an attentive and accurate witness, following the call taker’s instructions carefully.
• Do not place yourself at risk by attempting to apprehend suspects.
• Keep in mind that suspects may become hostile, aggressive, or combative when trying to escape.
• Remember, your health, safety, and well-being are far more important than any material loss.

Transformation investments yield positive results in 2024

E-Comm is making significant strides in modernizing operations, bolstering staff support, and integrating advanced technology as part of a multi-year Transformation Plan.

2024 marked the second full year of the plan, and E-Comm saw positive results from transformation investments, achieving its best service levels in 8 years for 9-1-1, police/fire emergency and non-emergency call-taking.

“Through the hard work and dedication of our staff, strong collaboration with partners and investment into the Transformation Plan, we are proud to report that 2024 has been a year of measurable progress for E-Comm,” says Nancy Blair, E-Comm’s Chief Transformation Officer. “E-Comm is committed to carrying this momentum into 2025 and beyond, as we strive to provide the best possible service to the public and our first responder partners, while supporting our staff at the heart of public safety in British Columbia.”

Highlights from 2024

• 98% of 9-1-1 calls in 2024 were answered in 5 seconds or less, surpassing the target and achieving the best service level since 2016.
• On behalf of the police agencies it serves, E-Comm exceeded service level targets for police emergency calls in the Lower Mainland, answering 90% of police emergency calls within 10 seconds and 91% on Vancouver Island. E-Comm also exceeded its service level for fire emergency, answering 94% of fire emergency calls within 15 seconds. This marks the highest service level result for fire in 4 years.
• 80% of police non-emergency calls for Lower Mainland police agencies E-Comm serves were answered within 3 minutes or less (up from 63% in 2023 and 44% in 2022).

Key improvements & ongoing efforts

• Fewer abandoned non-emergency calls & faster answer times

The implementation of a dedicated non-emergency team, and the launch of Genesys—a contact centre technology—led to a faster average answering time of 2 minutes, down from 4 minutes in 2023. Genesys provides non-emergency callers in the Lower Mainland with estimated wait times, call-back options and SMS texting of their police file number, enhancing the overall public experience. These improvements have also had a positive impact on the number of abandoned calls to non-emergency, dropping in the Lower Mainland to 15% in 2024, a 50% reduction from 2023.

• Strengthening the workforce

E-Comm focused on recruitment and retention in 2024, by enhancing its training programs to help facilitate more high-demand dispatch positions through e-learning, in-class instruction and peer supported on-the-job coaching. New police call takers also benefitted from redesigned training with research-based learning modules. These changes led to improved staffing levels and lower attrition rates in 2024.

• Cybersecurity and resilience

E-Comm focused on improving its business continuity and cyber defenses with the increasing rise of cyber threats globally. In 2024, E-Comm’s Technology team completed a robust back-up system to better insulate our services from disruption and put the network through rigorous testing to proactively address vulnerability and better detect potential threats.

Looking ahead – modernizing through NG9-1-1

In 2025 we will focus on maintaining our strengthened operations and service levels, leveraging technology, building resiliency, ensuring more sustainable and predictable costs for our partners, and implementation of Next Generation 9-1-1 (NG9-1-1).

The federally-mandated implementation of NG9-1-1, a digital network will allow for enhanced information sharing through 9-1-1 in the future, including text and video. E-Comm is preparing to begin migrating to the new NG9-1-1 network in the fall, with a plan of completion by the end of 2025.

The province-wide transition includes not only E-Comm’s 25 regional district partners, but also BC Emergency Health Services and the BC RCMP —marking the most complex transition in Canada, if not North America. The move to NG9-1-1 represents a monumental shift toward modernizing our emergency communications network to better serve the public.

Read the full Transformation Plan Update here.

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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.