Blog | 911 Emergency Dispatcher | 911 Emergency Dispatch

Vancouver, B.C.—Accidental calls to 9-1-1 are taking up to 10 hours a day for staff to handle, consuming resources that could otherwise be available to help people with real emergencies, according to estimates by E-Comm, the emergency communications centre located in southwest B.C.

E-Comm estimates it handles about 200 accidental calls every day, most of them “pocket dials” from cellphones. Pocket dials, hang-ups and children playing with cellphones are all considered accidental calls.

To help bring the public’s attention to the issue, E-Comm is launching an awareness campaign on pocket dials that includes a social/online media component and targeted promotion in restaurants, bars and local theatres.

“Every accidental call must be treated as a legitimate call until the call-taker can determine otherwise,” says Doug Watson, E-Comm’s vice-president of operations.

“Some pocket dials are obvious – our staff hear music playing, party sounds, sporting events and so on when they take the call. However, our staff still have to take time to listen, make call backs and if they have any cause for concern, take action to try to locate the caller and dispatch police,” adds Watson. “The time spent in managing these calls is a huge resource drain on 9-1-1 systems everywhere.”

E-Comm advises that if anyone calls 9-1-1 by accident and is aware they have done so, to stay on the line and tell the call-taker it was an accidental call. Hanging up compounds the issue.

Of the almost 900,000 calls to 9-1-1 in 2013, 65 per cent came from cellphones. The problem of pocket dials from cellphones – the single largest unnecessary drain on valuable 9-1-1 resources – is prompting E-Comm to seek the public’s help in avoiding these calls.

“We’re reaching out to the public in a number of ways including a short animated video that we hope illustrates a serious problem in a whimsical and engaging way,” says Jody Robertson, E-Comm’s director of corporate communications.

“Most pocket dials are caused when a cellphone has been activated in a purse, backpack or pocket,” adds Robertson. “And as the video illustrates, your phone doesn’t stand a chance without you when it comes to dialing 9-1-1 accidentally. We hope the public will help us help by locking and storing their cellphones carefully.”

More information on how to avoid accidental calls can be found at ecomm911.ca

Tips to avoid accidental calls:
– Lock and store your cellphone carefully. Using a case or holster can help avoid unintentional dialing.
– Don’t program 9-1-1 into any telephone.
– If you dial 9-1-1 accidentally, stay on the line and tell the call-taker. Don’t hang up.

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Examples of real pocket dial audio from Vancouver and Richmond 9-1-1 calls:

E-Comm answers almost 900,000 9-1-1 calls each year for Metro Vancouver, the Sunshine Coast Regional District, Whistler, Squamish and the Squamish-Lillooet Regional District (South) and provides dispatch service to 32 police and fire departments.

For tips on using 9-1-1 and more information visit www.ecomm911.ca or follow @EComm911_info.

Media Contact
Jody Robertson
E-Comm Corporate Communications
604-215-4956
604-640-1342 (pager)

Vancouver, B.C.—In an effort to draw attention to the ongoing issue of 9-1-1 nuisance calls, E-Comm—the regional emergency communication centre for southwest B.C.—has released a list of 2013’s most absurd reasons to call the emergency line.

Throughout the year 9-1-1 call-takers submitted examples of calls they received that do not meet the test of an emergency call: A police, fire or medical emergency that requires immediate action because someone’s health, safety, or property is in jeopardy or a crime is in progress.

Although the vast majority of people use 9-1-1 responsibly, there are countless jaw-dropping examples of when it’s “not okay” to call 9-1-1.

“More than 2,500 9-1-1 calls flow through E-Comm every day,” says spokesperson Jody Robertson. “Our teams are dedicated to helping to save lives and protect property. For them, having someone call 9-1-1 to ask for ‘the time of day’ is exasperating.”

E-Comm 9-1-1 call-taker Matthew Collins knows first-hand what it’s like to receive calls like the ones on the top-ten list as he was the recipient of the top 9-1-1-nuisance call of 2013: A request to rent a fire truck for a street party.

“What people don’t realize is that when they call 9-1-1 for information or any other reason that is not an emergency, they’re tying up valuable resources that are meant to be at-the-ready for people who are in serious need of help,” said Collins.

E-Comm’s top-ten 9-1-1 nuisance calls for 2013:

1. “I’d like to speak to someone about renting a fire truck to block off a street for a party
2. A caller phoned 9-1-1 to get their date’s contact information so they could confirm details of their plans.
3. A caller phoned 9-1-1 to report a missed newspaper delivery.
4. Caller asks 9-1-1 if they can get the ‘OK’ to drive in the HOV lane because “traffic is backed up and they are late for an important meeting.”
5. Caller dials 9-1-1 to activate voicemail on his cellphone.
6. “I threw my phone into the garbage can and can’t get it out.”
7. Caller dials 9-1-1 to ask for a morning wake-up call.
8. Caller dials 9-1-1 to ask how to call the operator.
9. “Can an officer come over to tell my kids to go to bed?”
10. “My son won’t give me the remote control.”

“Sadly, it was hard to narrow down our list of absurd reasons to call 9-1-1 to just ten,” added Robertson. “We’re reaching out today to remind the public that 9-1-1 is not an information line, it’s a life-line. 9-1-1 call-takers cannot answers questions about power outages, when the clocks turn back or local or international events. Please use both 9-1-1 and the non-emergency lines responsibly.”

E-Comm tweets its “9-1-1 head scratchers” every Friday and the top-ten list was compiled based on Twitter response from followers and input from staff.

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E-Comm answers close to one-million 9-1-1 calls each year for MetroVancouver, theSunshine Coast Regional District, Whistler, Squamish and the Squamish-Lillooet Regional District (south and provides dispatch service to 32 police and fire departments. For tips on using 9-1-1 and more information about E-Comm visit www.ecomm911.caor follow @EComm911_info.

More examples of 9-1-1 head scratchers handled by E-Comm staff can be found at #911EmergOnly

Media Contact:

Jody Robertson
E-Comm 9-1-1
604-215-4956 or 604-640-1342 (pager)
[email protected]

Vancouver, B.C. — Kitchen fires are the fastest-spreading and most destructive type of residential fire, and with Fire Prevention Week and Thanksgiving just around the corner, E-Comm’s fire dispatch team is reminding home chefs to take proper cooking precautions to reduce hazards.

“One of the most common 9-1-1 fire calls we receive is from people who have accidently left a boiling pot on the stove,” says Trish McMurray, E-Comm Fire Dispatcher. “The results can be devastating; please don’t ever leave a pot unattended on the stove or go out of the house while food is cooking in the oven.”

From burning cakes, to flaming turkeys and boiling water mishaps, the number one cause of residential fires originates in the kitchen. E-Comm’s fire dispatchers receive all kinds of calls from people experiencing dangerous situations in the kitchen.

E-Comm dispatchers’ top five 9-1-1 kitchen fire calls:

• Hot oil fires/grease fires: oil heats up faster than most people realize and can lead to kitchen fires when food is left cooking for too long or left unattended.
• Boiling water: people will often step away from the stove while they wait for water to boil and if left unattended for too long, the water will evaporate, leaving an empty pot to burn on the stove.
• Oven fires/dirty ovens: oven fires can occur when food is left unattended cooking in the oven, or when food spills over from a baking tray/casserole dish and falls on the heating source.
• Microwaves: using non-microwavable dishes can be very dangerous and result in a house fire. It is also common for people to accidently set the timer on their microwave for one hour instead of one minute and not return to check on their food.
• Loose clothing: when taking food out of the oven or off a burner loose clothing can sometimes touch the element and catch fire.

“Recently we had a call from a person who microwaved a beanbag (used for sore muscles) for two hours instead of two minutes, causing extensive smoke damage,” says Jennifer Gjaltema, E-Comm Fire Dispatch Manager. “Luckily no one was hurt, but this is a prime example of just how fast something so simple can go extremely wrong. Taking steps to prevent fires from starting in your kitchen can be life-saving.”

Whether it’s a boiling pot, faulty wire or hot surface, reducing risks in your kitchen can be simple – and it all starts with being mindful of surroundings. E-Comm recommends these tips for keeping your family safe in the kitchen:

• Never use water to douse a grease/oil fire as this will only cause the fire to escalate. Use a lid to cover the pot or throw salt on the flames to help snuff out the fire.
• Always keep flammables such as kitchen towels or cooking oils away from the stove.
• Keep your appliances serviced and wipe off any accidental spills from your stovetop. Never cook on a dirty surface.
• Keep pot handles turned towards the back of the stove to limit chances of someone walking by and knocking it over.
• Never leave anything on the burner unattended. If you have to leave for a few moments make sure you turn off the element you are using.
• Never leave the house with any food in the oven or on the stovetop.
• Whether you’re using your stovetop or your oven always set a timer. This will let others in the house know that something is cooking.
• Keep a portable fire extinguisher within an arms reach.
• Unplug appliances when you’re not using them. Many appliances draw electricity when they’re not in use.
• Ensure your smoke alarm is active and located away from your kitchen (preferably 3 meters). Never disconnect a smoke alarm.

National Fire Prevention Week runs October 6-12 2013. For more helpful tips visit: www.fpoa.bc.ca.

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E-Comm answers close to one-million 9-1-1 calls each year for Metro Vancouver, the Sunshine Coast Regional District, Whistler, Squamish and the Squamish-Lillooet Regional District (south). For tips on using 9-1-1 and more information about E-Comm visit www.ecomm911.ca or follow E-Comm’s Twitter feed @ecomm911_info.

Media Contact:
Jody Robertson
E-Comm 9-1-1
604-215-4956 or 604-640-1342 (pager)
[email protected]

Vancouver, B.C. — Today at 8:10 a.m. Burnaby RCMP’s emergency call-taking and dispatch services were successfully integrated into the regional emergency communications centre, becoming the 14th police agency to be dispatched by E-Comm and the third to join in less than one year.

The transition of Canada’s second largest RCMP detachment to E-Comm is another positive step toward the amalgamation of multiple police dispatch centres within the region into a larger, more integrated communications model. This shared approach to dispatch means staffing and technical resources can be shared among all of the agencies dispatched by E-Comm, providing for increased capacity and faster police response when managing day-to-day emergencies and in times of peak 9-1-1 call volume. This shared approach complements and capitalizes on other regional emergency communication initiatives such as the single radio network provided by E-Comm for emergency services in Metro Vancouver and Abbotsford.

Veteran Burnaby RCMP dispatchers Wanda Sleightholme and Tami McIntosh confidently assumed command of the dispatch channels, welcoming RCMP members over the air with radio confirmation of the successful transition. Sleightholme and McIntosh, along with 40 other full and part-time Burnaby call-takers and dispatchers, will continue to support Burnaby officers and residents from their new location at E-Comm.

Immediately following the official changeover to E-Comm, RCMP Chief Superintendent Dave Critchley addressed officers over the radio:

“I’m speaking to you from the E-Comm communications centre where I’ve been monitoring the transition which I’m pleased to say has been seamless. Today is an important day for the Burnaby RCMP detachment, our members and the public we proudly serve. I am pleased to announce that moments ago we transitioned over to E-Comm, marking the start of a new partnership between our organizations in yet another step in the continued evolution of public safety for our community. Congratulations everyone and have a good shift.”

All Burnaby emergency communications operators were offered positions at E-Comm prior to the transition. The staff will continue to perform the duties they were responsible for at the Burnaby detachment. Extensive training sessions were arranged over the past few months to help transitioning staff familiarize themselves with their new surroundings, while E-Comm employees were busy learning about Burnaby’s operations, community and geography in order to provide a broader base of support for their new colleagues.

The City of Burnaby announced in February that it would be relocating its police dispatch operations to E-Comm after an extensive evaluation of their current operations determined a move would provide increased sustainability, risk mitigation and significant cost savings. Burnaby Councillor Pietro Calendino cited numerous advantages to moving to E-Comm.

“Our partnership with E-Comm will allow us to continue to provide our community with quality police service in a cost effective and operationally-efficient manner,” explained Councillor Calendino, chair of Burnaby’s Community Policing Committee. “This transition offers us several key advantages such as enhanced cross-communication between agencies, a larger workforce for better coverage during major and extended emergency events and access to top-tier technology.”

The successful integration of Burnaby RCMP’s dispatch services was the result of rigorous operational and technical planning between the City of Burnaby, the RCMP and E-Comm.  Burnaby is the 14th police agency dispatched by E-Comm, which also dispatches for 19 fire departments throughout southwest B.C.

“We believe that integrating police services, including dispatch operations, is a key element in helping create safer communities throughout B.C.,” said David Guscott, E-Comm president and CEO. “Our new partnership with Burnaby RCMP is a significant milestone for our organization, and we are committed to ensuring the detachment receives high-quality, responsive, resilient service, 24-hours a day.”

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E-Comm answers close to one-million 9-1-1 calls each year for Metro Vancouver, the Sunshine Coast Regional District, Whistler, Squamish and the Squamish-Lillooet Regional District (south). For tips on using 9-1-1 and more information about E-Comm visit www.ecomm911.ca or follow E-Comm’s Twitter feed @ecomm911_info.

E-Comm provides dispatch services for more than 30 police and fire departments within Metro Vancouver, the Sunshine Coast Regional District, Whistler, Squamish and the Squamish-Lillooet Regional District (south) including:

Police Departments:

• Bowen Island RCMP
• Burnaby RCMP
• New Westminster Police Department
• Deas Island (RCMP Traffic Services)
• Port Mann (RCMP Traffic Services)
• Richmond RCMP
• Ridge Meadows RCMP
• Squamish RCMP
• Sunshine Coast RCMP
• UBC RCMP
• Vancouver Police Department
• West Vancouver Police Department
• Whistler RCMP
• Pemberton RCMP
• Stl’átl’imx Tribal Police

Fire Departments:

• Birken Fire Protection Society
• Delta Fire & Emergency Services
• East Howe Sound Fire Protection Association (under SLRD South)
• Britannia Beach Volunteer Fire Department (also serving Furry Creek)
• Egmont & District Volunteer Fire Department
• Gibsons & District Volunteer Fire Department
• Garibaldi Fire Department
• Halfmoon Bay Fire Department
• New Westminster Fire/Rescue Service
• Pemberton Fire Department
• Pender Harbour Fire Department
• Port Moody Fire-Rescue
• Richmond Fire-Rescue Services
• Roberts Creek Fire Department
• Sechelt Volunteer Fire Department
• Squamish Fire-Rescue
• Vancouver Fire & Rescue Services
• Whistler Fire Department

Media contact:
Jody Robertson
E-Comm 9-1-1
604-215-4956 or 604-640-1342 (pager)
[email protected]

E-Comm urges parents to make 9-1-1 education part of back-to-school preparations

Vancouver, B.C. — Today marks the first day of a new school year and as children head back to the classroom, E-Comm, the regional emergency communications centre, is reminding parents and caregivers about the importance of teaching children how and when to use 9-1-1.

“It’s so important for kids to know what to do during an emergency,” says Cameron MacPherson, E-Comm fire call-taker. “Kids can save lives; they just need the right tools and knowledge to be able to get the help they need during an emergency. Dialing 9-1-1 can seem pretty scary when you’re young and feeling frightened. We want children to know that we’re here to help.”

Take a few minutes to go over the following tips with your children or those in your care. Regardless of age, knowing how and when to use 9-1-1 saves lives.

9-1-1 tips for kids:

• A 9-1-1 emergency means that you need the police, ambulance or fire department right away.
• You should call 9-1-1 straightaway if you feel scared or are in danger.
• Always call 9-1-1 if:
  • you or someone else is really sick or hurt,
  • you smell or see smoke or fire,
  • someone is stealing or doing something very bad like hurting someone.
• When you call 9-1-1 the operator will ask where you are and what is happening. Try to stay calm, speak clearly and do your best to answer their questions. Help is on the way.
• Always do what the 9-1-1 operator tells you and stay on the phone until you are told it is okay to hang up.

9-1-1 tips for parents/caregivers:

• Ensure children know where your phone is located – keep cordless phones fully charged and located in the same place at all times that is easily within reach for your child. You don’t want them to have to search for a phone in an emergency or be unable to reach it.
• Teach children your address and keep that information close to all phones. Remember that landlines provide exact location information (addresses) to 9-1-1 but cellphones provide general location information only and never include unit numbers in the case of high-rises or condominiums.
• Remind older children that you can’t text or tweet 9-1-1. The only way to reach 9-1-1 in Canada is through dialing a phone.
• Remind your children that they should only call 9-1-1 if there is a true emergency.
• It is important for parents to know that in the event of accidental/prank calls 9-1-1 operators will call back and in many cases will send police when location is known.
• Role-playing what to do in emergency situations helps kids understand what to do and when to call. You can find examples of the kinds of questions 9-1-1 staff will ask on our website.
• If you would like to practise dialing 9-1-1 with your children always unplug landline phones or turn off cellphones prior to letting them dial to avoid making an accidental call.

If English is a second language:

• Teach your children the English word for the language they do speak (e.g., learn to say “Cantonese”).
• Teach your children to say the words “police,” “fire” and “ambulance” in English.
• Teach your kids how to say their address in English.
• Remind children that even if they speak a little English that is often all an operator needs to collect information and send help.
• E-Comm has a 24-hour interpretation service available in more than 170 languages.

E-Comm has a variety of free 9-1-1 educational materials available for order for parents, caregivers, teachers and children of all ages living in Metro Vancouver, the Sunshine Coast, Whistler, Squamish or the Squamish-Lillooet Regional District. Visit ecomm911.ca to place your order. E-Comm’s 9-1-1 educational materials are also available to download online at ecomm911.ca.

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E-Comm 9-1-1answers almost one million 9-1-1 calls each year for Metro Vancouver, the Sunshine Coast, Whistler, Squamish and the southern portion of the Squamish-Lillooet Regional District, provides dispatch services to more than 30 police and fire departments, and operates the wide-area radio network used throughout Metro Vancouver and the Fraser Valley by police, fire and ambulance personnel.

In order for parents/caregivers to help teach children the proper use of 9-1-1 and what to expect if they need to call for help, audio of a simulated 9-1-1 call is available along with a photo of two young children with an E-Comm fire dispatcher.

Media contact:
Jody Robertson
E-Comm 9-1-1
604-215-4956 or 604-640-1342 (pager)
[email protected]

Resources:
Demonstration audio:  Sample of child calling 9-1-1 to report a fire