Blog | 911 Emergency Dispatcher | 911 Emergency Dispatch

Vancouver, B.C.—Today at 7:21 a.m. E-Comm officially became the first point of contact for 9-1-1 callers in the Peace River Regional District. Canada’s largest 9-1-1 centre is now responsible for answering the frontend portion of 9-1-1 calls for Fort St. John, Dawson Creek, Chetwynd, Hudson’s Hope, Pouce Coupe, Taylor and Tumbler Ridge along with many of the region’s First Nations communities. E-Comm call-takers will then immediately transfer 9-1-1 calls to the appropriate police, fire or ambulance agency.

“The regional district is continually looking for ways to enhance the high level of emergency services our communities receive,” explained Brad Sperling, Chair of the Peace River Regional District. “We believe our new partnership with E-Comm will allow us to provide residents with the same high-quality 9-1-1 service they are accustomed to receiving, but in a more cost effective manner with added operational benefits. This includes having access to a larger workforce to deal with sudden influxes of high 9-1-1 call-volume.”

Approximately 20,000 emergency calls placed each year from the Peace River are now being routed to E-Comm. Highly-trained call-takers will quickly confirm which agency the caller requires and for which location before transferring calls to the requested emergency service agency—police, fire or ambulance.

“9-1-1 is a lifeline, which is why thorough preparation was our top priority for today’s transition,” said E-Comm President and CEO David Guscott. “We’re proud to be able to answer the frontend portion of 9-1-1 calls for citizens in the Peace River. The speed and accuracy of this critical role allows people to connect with local police, fire and ambulance agencies to get the help they need.”

As part of the transition to E-Comm, a specialized service for the deaf and hard-of-hearing community is now available that allows registered users to communicate via text message with 9-1-1 call-takers. The service is called Text with 9-1-1 and was developed by Canada’s telecommunications services providers. In an emergency, registered users must first dial 9-1-1 like any other caller to establish a voice connection – this is the only way a text session can start. When E-Comm receives the call an alert will trigger at the 9-1-1 centre to indicate there is a deaf or hard-of-hearing caller on the line. The 9-1-1 call-taker will then launch the special messaging system, allowing them to communicate with the caller through a special text session. To register and learn more about Text with 9-1-1 visit www.textwith911.ca.

“We’re excited to be able to provide our deaf and hard-of-hearing community with an improved way of communicating with 9-1-1 call-takers during an emergency,” added Sperling. “I hope residents with hearing or speech impairments take time to register for this important service and learn how it works and what to expect if they ever need to use it.”

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About E-Comm
E-Comm operates the largest multi-jurisdictional, tri-service emergency radio system in the province and is the largest 9-1-1 call centre in Canada, handling approximately 1.36 million emergency calls per year for Metro Vancouver and 26 other regional districts and communities spanning from Vancouver Island to Alberta and from the U.S. border, to north of Prince George. E-Comm also provides call-taking and dispatch services to 35 police agencies and fire departments in southwest B.C. For more information visit https://ecomm911.ca/

For more information, please contact:

Jasmine Bradley
E-Comm 9-1-1
604-215-5023
[email protected]

Peace River Regional District
Fran Haughian
250-784-4328

Available video:

Interview with E-Comm CEO David Guscott: Peace River Regional District
Peace River 9-1-1 Transition B-roll Footage of Call Takers
Peace River Transition Confirmation of Broadcast

Dawson Creek, B.C.—Commencing May 17th 2017, emergency 9-1-1 calls from the Peace River Regional District will be answered by E-Comm, the Emergency Communications Centre located in Vancouver.

In 2016, in anticipation of the end of the 9-1-1 service delivery contract with the RCMP, the Peace River Regional District (PRRD) issued a request proposals to identify agencies who could deliver 9-1-1 call answer services for the region. E-Comm submitted a proposal that met and exceeded the requirements to deliver the service in a cost effective manner.

“As a Board we are excited to be working with E-Comm to provide 9-1-1 call services for our region. Not only does E-Comm have the technology, expertise and staff resources to effectively handle 9-1-1 calls from our area, but it will result is 64% cost savings for our tax payers. As the overall 9-1-1 system evolves across Canada, E-Comm is well positioned to evolve with changes to service standards and technology,” says Brad Sperling, Chair of the Peace River Regional District.

Following the official cutover to E-Comm in May, the PRRD will join 25 other regional districts and communities who currently partner with E-Comm for 9-1-1 call-answer services.

Media contacts:

Peace River Regional District 
Fran Haughian
250-784-3200
[email protected]

E-Comm 9-1-1
Jasmine Bradley
604-215-5023
[email protected]

Chilliwack, B.C.—Getting emergency services in the Fraser Valley just became a lot easier for those who are Deaf, Hard of

Hearing, or Speech Impaired (DHHSI). The Fraser Valley Regional District (FVRD), in partnership with E-Comm and the BC Chapter of the Canadian Hard of Hearing Association (CHHA-BC) launched a new Text with 9-1-1 service in observance of National Access Awareness Week and Speech and Hearing Awareness Month29

“The BC Provincial Chapter of the Canadian Hard of Hearing Association congratulates the Fraser Valley Regional District on enhancing the 9-1-1 service to include Text with 9-1-1 for people who are hard of hearing, deaf or speech impaired,” said Dr. Marilyn O. Dahl, President of the CHHA-BC. “This will have a powerful and potentially life-saving impact on the safety of the DHHSI community within the FVRD.”Before using text with 9-1-1, or T9-1-1, eligible residents must register with their cellphone service provider. When a 9-1-1 call-taker receives a call from a DHHSI person who has pre-registered for the service, an alert will trigger at the 9-1-1 centre to indicate there is a DHHSI caller on the line. The 9-1-1 call-taker will then launch the special messaging system, allowing them to communicate with the caller via text, enabling them to get the emergency service they need.

“The T9-1-1 service is one way we can improve inclusivity for DHHSI residents and their families,” said FVRD Board Chair Jason Lum. “We are glad that our emergency service agencies and E-Comm are able to provide this service to our communities, bringing the best technology has to offer to ensure equal access.”

Text with 9-1-1 is only available for the DHHSI community. Voice calling remains the only way to communicate with 9-1-1 services for a person who is not Deaf, Hard of Hearing, or Speech Impaired.

Tips for T9-1-1 users:

• You must register for the service. Contact your cellphone service provider to ensure your device meets the T9-1-1 requirements.
• Your cellphone service provider will confirm your T9-1-1 registration. Do not call T9-1-1 to test the service.
• Text messages should be brief and concise and avoid slang and abbreviations.
• Text messages sent directly to the digits “9-1-1” do not reach emergency services. Registered users simply dial 9-1-1 and then E-Comm will initiate a text session with the caller.

E-Comm is the largest 9-1-1- call centre in British Columbia and is currently responsible for 89 percent of the province’s 9-1-1- call volume. The company also provides dispatch services to 35 police and fire departments and operates the largest emergency radio system in the province.

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For more information, please contact:

Jasmine Bradley
E-Comm 9-1-1
604-215-5023
[email protected]

Jennifer Kinneman
Fraser Valley Regional District (FVRD)
604-702-5056 604-991-1227 (cell)
[email protected]

Viviana Chiorean
The Canadian Hard of Hearing Association – BC Chapter
604-795-9238
[email protected]

Vancouver, B.C.—Today Port Moody Fire-Rescue became the first fire department to transition to the E-Comm “next generation” radio system. As part of this move firefighters will now operate on a digital network for the first time, marking a significant milestone for the Lower Mainland’s firefighting community. Among the key features of the new network and equipment: Greater reliability, water immersion resistance, radio monitoring (enabling dispatchers to remotely activate radio microphones for improved responder safety), noise-cancelling technology to reduce background sounds and allow responders to be heard more clearly in noisy environments, increased coverage, audio clarity and security, GPS tracking, an expanded range of accessories and the ability to add new features through software upgrades in the future.

Just after 7:00 a.m. Port Moody Fire-Rescue Chief Ron Coulson took to the air waves of the new network for an inaugural broadcast, welcoming his department to the radio system. Following the official cutover, he talked about the specific benefits the network will provide to fire services.

“As firefighters we work in challenging environments that include collapsing buildings, fire-engulfed structures, tight underground spaces and water immersion,” said Chief Coulson. “The new network has been proven to provide enhanced coverage and audio clarity in these types of noisy and hazardous environments, improving responder safety.” Chief Coulson went on to say that the radios selected by his department for use on the new system are “better suited to firefighting conditions and easier to use when wearing bulky, protective turnout gear and gloves.”

“The City of Port Moody is extremely proud to be the first community to have its fire department transition to the new radio network,” added Port Moody Mayor Mike Clay. “Both the City and our Fire-Rescue service value innovation, and strive to be responsive and adaptive to change. This new, digital technology is an important step forward that will allow our firefighters to communicate with each other even better as they respond to emergencies and assist the public.”

Currently, all fire departments in B.C. are using analogue channels for radio communication as historically this has provided greater audio clarity when working in high-noise environments. However, due to significant advancements over the past few years with regard to the performance of digital audio in fire-fighting environments, the new system is able to provide better audio clarity and coverage than the previous system that has been in use for the past 18 years.

“The new system is more advanced, more rugged and more resilient—enhancing the safety of firefighters and providing them with the best tools to do their job,” said E-Comm President and CEO David Guscott. “I’m pleased we’re able to provide a digital solution for our fire partners that offer increased functionality and security while still meeting their unique operational needs.”

The new network is fully encrypted, meaning first responder communication will be secure and the privacy of the public who are being assisted by emergency services will be better protected during the necessary transmittal of personal and private information over the voice communications network.

Port Moody Fire-Rescue have been using the existing E-Comm radio system since 2001 generating more than 35,000 radio transmissions each year. The department is one of 32 emergency-service agencies transitioning to the network in a phased approach that is scheduled through to the end of the year. Port Moody Police Department transitioned earlier this month on April 5.

The new radio system will be used by police departments and BC Emergency Health Services (BC Ambulance Service) in Metro Vancouver and Abbotsford, in addition to 12 fire departments in Metro Vancouver and the BC Conservation Service. Approximately 8,000 new radios will be deployed generating more than 130 million transmissions each year. Because this is a planned transition, the annual cost of the new radio network will be about the same as the annual cost of the current network, even with its enhanced features. The new radio system is expected to have an operational lifespan of 15 or more years
.

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Audio of inaugural radio broadcast by Port Moody Fire-Rescue Chief Ron Coulson and E-Comm’s fire dispatch team, video clips of Chief Coulson’s broadcast and interview along with photos/b-roll footage of Port Moody firefighters available below.

About E-Comm
E-Comm operates the largest multi-jurisdictional, tri-service emergency radio system in the province and is the largest 9-1-1 call centre in Canada, handling approximately 1.36 million emergency calls per year for Metro Vancouver and 24 other regional districts and communities spanning from Vancouver Island to Alberta and from the U.S. border, to north of Prince George. E-Comm also provides call-taking and dispatch services to 35 police agencies and fire departments in southwest B.C. For more information visit https://ecomm911.ca/

For more information, please contact:

Jasmine Bradley
E-Comm 9-1-1
604-215-5023
[email protected]

Rosemary Lodge
City of Port Moody
604-469-4724
[email protected]

West Vancouver, B.C.—A brief broadcast from West Vancouver Police Headquarters this morning signalled a significant step forward in emergency communications on the North Shore.

Deputy Chief Shane Barber made a radio call at 0727 hours to E-Comm, officially marking the WVPD transition to a new, region wide “next generation” radio system. West Vancouver police have been using the existing E-Comm radio system since 2007 generating approximately 800,000 radio transmissions each year.

Key features of the new network and equipment include: Greater reliability, water immersion resistance, radio monitoring (enabling dispatchers to remotely activate radio microphones for improved responder safety), noise-cancelling technology to allow officers to be heard more clearly in noisy environments, increased coverage, audio clarity and security, GPS tracking, an expanded range of accessories and the ability to add new features through software upgrades in the future.

Deputy Chief Barber says the new system offers important improvements for WVPD members. “Next-generation radios will improve our radio interoperability with partners like Fire and Rescue, BC Ambulance and North Shore Rescue,” Barber says, “Additional radio towers will provide significant improvement in signal strength in areas ranging from Cypress Mountain to underground apartment parkades.”

The replacement of the existing regional radio network is the largest and most complex technology project E-Comm and its emergency-service partners have undertaken since the current radio system was first implemented in 1999. West Vancouver police are one of 32 emergency-service agencies transitioning to the new network in a phased approach that is scheduled through to the end of 2017. Other North Shore agencies that will be moving to the network later this year include West Vancouver Fire & Rescue Services, North Vancouver City Fire Department, District of North Vancouver Fire and Rescue Services and North Vancouver RCMP.

“We’re proud to support West Vancouver police’s transition to the new radio communications system” said E-Comm President and CEO David Guscott. “While the previous network has served the region well for close to 18 years, the new system is more advanced, more rugged and more resilient—enhancing the safety of police officers and the citizens of West Vancouver that they serve and protect.”

The new network is also fully encrypted, providing security for communication among West Vancouver first responders and added protection for personal and private information of people being assisted by emergency services.

The new radio system will be used by police departments and BC Emergency Health Services (BC Ambulance Service) in Metro Vancouver and Abbotsford, in addition to 12 fire departments in Metro Vancouver—including West Vancouver Fire & Rescue Services—and the BC Conservation Service. Approximately 8,000 new radios will be deployed generating more than 130 million transmissions each year. Because this is a planned transition, the annual cost of the new radio network will be about the same as the annual cost of the current network, even with its enhanced features. The new radio system is expected to have an operational lifespan of 15 or more years.

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About West Vancouver Police Department

Led by Chief Constable Len Goerke, the West Vancouver Police Department is made up of 79 sworn police officers and 15 civilian support staff working to build on 104 years of service to the community. With a mission of making West Vancouver safe today and safer tomorrow, WVPD members proudly patrol 89 square kilometres of the District of West Vancouver and Xwemelch’stn (Capilano IR#5) and have 11 officers serving on regional integrated policing units.

About E-Comm

E-Comm operates the largest multi-jurisdictional, tri-service emergency radio system in the province and is the largest 9-1-1 call centre in Canada, handling approximately 1.36 million emergency calls per year for Metro Vancouver and 24 other regional districts and communities spanning from Vancouver Island to Alberta and from the U.S. border, to north of Prince George. E-Comm also provides call-taking and dispatch services to 35 police agencies—including West Vancouver Police Department—and fire departments in southwest B.C. For more information visit https://ecomm911.ca/