Blog | 911 Emergency Dispatcher | 911 Emergency Dispatch

As British Columbians gear up for Black Friday or Cyber Monday deals, and a busy holiday shopping season ahead, E-Comm and our policing partners are reminding the public to remain vigilant for those attempting to prey on unsuspecting shoppers – whether at the mall, via phone call or online.

As part of an ongoing education campaign, the public is encouraged to learn about how to “Make the Right Call” – and utilize the proper resources to report scams and frauds through either the Canadian Anti-Fraud Centre or their local non-emergency police number.

“Make the Right Call” to report scams & frauds

• To report a scam where money has been lost, call your local police non-emergency line or file a report online. Find your local number or online reporting tool at nonemergency.ca
• To report a scam where no money has been lost, contact the Canadian Anti-Fraud Centre at 1-888-495-8501 or visit antifraudcentre-centreantifraude.ca/
• Any crime in progress or threat to your personal safety, such as an extortion attempt or theft, please call 9-1-1

“Ensuring less urgent crimes are properly reported through the correct channels means that our police partners have a more accurate picture of crime trends and new scams that emerge,” explains Kelly Furey, Communications Specialist with E-Comm 9-1-1. “By making the right call to non-emergency or the Anti-Fraud Centre, you are helping to keep 9-1-1 for its intended use – as the lifeline for those who need immediate, emergency help from first responders.”

Reporting crime matters

Reporting all crimes, including scams and fraud, is important and makes communities safer by helping to identify trends and inform proactive police resources and patrols.

As part of the “Make the Right Call” campaign, E-Comm is emphasizing the importance of using your local 10-digit non-emergency police number unique to your community to report crimes with a time delay, or situations that don’t require immediate help.

Key improvements to non-emergency call-taking services for E-Comm’s Lower Mainland police agency partners mean the public can report less urgent crimes such as frauds faster, with the addition of a dedicated non-emergency team and technology enhancements that give callers estimated wait times, call-back options and SMS texting of their police file number. Curious about the best time to call? It’s during the hours of 7 am to 9 pm, when our dedicated non-emergency team are on shift.

With these enhancements, the average call answer time has decreased to less than 2 minutes on average (year to date 2024) compared to over 4 minutes the previous year, for those Lower Mainland police agencies that use E-Comm to answer non-emergency calls on their behalf. This means more callers can get through to report their non-urgent crime in a timely way. These improvements are part of a multi-year Transformation Plan to modernize E-Comm’s service delivery.

Learn more about non-emergency services and how to “Make the Right Call” for fraud, scams and all other crimes that don’t require immediate help at nonemergency.ca.

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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.

Media contact
E-Comm
604-215-6248
[email protected]

Halloween night can bring increased demand for emergency services and E-Comm 9-1-1 is reminding the public to help us help by making the right call – whether that be to calling 9-1-1 in an emergency, a local police non-emergency line, or alternate resources such as city services.

Situations that require immediate response such as a crime in progress, fire, medical emergency, or where there’s an imminent threat to safety should be directed to 9-1-1. Crime reports with a time delay, property crime with no suspect on sight or ongoing threat to safety should be reported through your local police non-emergency line.

How to make the right call this Halloween: 

• Halloween decorations: If you notice that your inflatable pumpkin or life-size skeleton have gone missing from your front porch, but there’s no culprit in sight, file a police report online or call the non-emergency line.
• Know your location: The fastest way for our call takers to connect you with help in an emergency is to provide your location. While “the haunted house down the road” won’t help – an exact address will. Landmarks and cross streets can also help us find you quicker.
• Noisy parties: Direct noise complaints to your local city bylaw services during their business hours, or police non-emergency line after hours.
• Fireworks: We receive many reports from callers confusing fireworks for gun shots each year. If you are ever unsure, do not hesitate to call 9-1-1. To file a fireworks related complaint, first check the fireworks regulations in your area, and reach out to your area bylaw services or the police non-emergency line. Reports of fires, serious injuries, or an imminent public safety risk due to fireworks would be a 9-1-1 call.
• Suspicious activity: Help deter break-ins and vandalism by locking your vehicles and keeping valuables out of sight. To report crime or suspicious activity in progress (ie. a stranger trying to open car doors) call 9-1-1. Property crime reports with time delays can be reported through the non-emergency line.
• Road safety: Drivers are reminded to practice extra caution on the road, especially throughout the evening on October 31. Minor car accidents with no injuries can be reported to ICBC directly. To report dangerous driving behaviour such as suspected impaired driving or a collision that requires immediate attention from police, fire or ambulance, call 9-1-1.
• File reports online: Our call takers are here to help 24/7, but online crime reporting is the fastest way to report a non-urgent police matter. Visit nonemergency.ca to see if this is an option for you.
• Prevent pocket dials: Lock and store your devices carefully. E-Comm receives hundreds of accidental calls every day. If you do call 9-1-1 by mistake, stay on the line and let us know you are safe.

“While first responders are busy on the ground this Halloween, our dedicated call takers and dispatchers will be working hard to connect people with the help that they need,” says Carly Paice, E-Comm Communications Manager. “Given the heightened demand for emergency services around Halloween, we are asking everyone to help us keep 9-1-1 lines open for emergencies only. For non-urgent concerns, please call your local 10-digit nonemergency line, or file a report online.”

Stay safe and have a happy Halloween.

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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.

Media contact
E-Comm
604-215-6248
[email protected]

E-Comm Police Call Taker Laura Rincon sings the Canadian anthem on stage at the NENA conference.

In her role as an E-Comm call taker, Laura Rincon regularly uses her voice to help people when they call the police. After winning a scholarship to attend the National Emergency Number Association (NENA) conference in Florida this summer, she was offered an opportunity to use her voice in another way: representing Canada by singing the national anthem on stage!

“I have to say it was a fantastic experience singing O Canada in front of 2000 people at the opening ceremony,” Rincon said of the unexpected invitation to perform. “It will be forever ingrained in my memory.”

Rincon successfully applied for a Gold Line Telecommunicator Continuing Education Scholarship through NENA and received complimentary registration for the conference as well as travel funds.  The scholarships are open to any telecommunicator, call taker, or dispatcher with at least one year of experience who is in good standing with their current employer. Rincon said when she found out she had won, she was “ecstatic”.

Rincon was one of the Gold Line scholarship recipients at the NENA conference in Florida.

“To receive the scholarship, I had to write essay questions about how I got into the field, why I wanted to attend the conference, and how I would bring back what I learned to my call center,” she said. “I had not let myself get too excited, but when the email popped up on my screen, I had to call my parents right away to tell them the fantastic news!”.

The conference was held in Kissimmee, Florida (just south of Orlando) from June 28^th to July 3^rd. Rincon said there were many highlights, including networking with people from other regions and countries, and learning more about advancements in 9-1-1 technology.

Rincon fully enjoyed her conference experience, and is encouraging others to apply for similar opportunities.

“I learned so much valuable information about handling callers, different call types, peer support, technological changes, and center management,” she said. “Being able to experience all of the new Next Generation 9-1-1 available technology opened my eyes to the endless possibilities of the future.”

Rincon started her career at E-Comm in our student program and has been working as a call taker for two and a half years.  She will graduate from Simon Fraser University this summer with a double major in Criminology and Political Science and hopes to work as a police dispatcher in the future. She is encouraging others in her field to consider applying for available scholarships to attend conferences like the NENA event.

“I recommend that everyone take a leap to learn new things and not be afraid to leave their comfort zone! I flew to Florida alone and made connections that would last me a lifetime, and I got a better sense of community and support for emergency telecommunicators worldwide,” Rincon said. “I had one of the most amazing experiences of my life.”

Interested in a career at E-Comm? Click here to learn more!

The highly anticipated Celebration of Light is returning July 20, 24 and 27, drawing hundreds of thousands to Vancouver beaches for a dazzling display of fireworks.

While first responders are busy on the ground, call takers and dispatchers are working hard behind the scenes to connect the public with the help they need.

Summer is a peak period for 9-1-1 and E-Comm is already seeing volumes rising with visitors arriving in Vancouver, and more people out and about enjoying summer activities and events.

The emergency communications centre plans for this season year-round, and the Celebration of Light events account for some of the busiest call volumes annually. While additional staff have been scheduled, the fireworks are expected to be a busy event for emergency services, despite the added resources.

There are some important steps you can take to stay safe during the fireworks and help keep 9-1-1 available to those who need it.

• Remember that 9-1-1 is for reporting an immediate threat to safety, a crime in progress, or situations where someone is in medical distress. It is a lifeline, not a general information line.
• Lock and store your devices carefully as you head out to enjoy the show, or finish taking photos and videos of the fireworks. E-Comm receives hundreds of accidental calls every day. If you do call 9-1-1 accidently, stay on the line and let us know you are safe.
• If you need to call 9-1-1 before, during or after the fireworks, knowing your location is the best way for us to connect you with emergency responders on the ground. This can be challenging in a large crowd, so it is important to know the name of the beach or park from where you are watching the fireworks. Major landmarks and cross streets will also help us find you.
• Our call takers do ask a lot of questions so that they can provide the best information to the attending first responders. By following their lead, you will help us to help in the fastest way possible.

Thank you for doing your part to help us help during the Celebration of Lights. Stay safe and enjoy the show!

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.

Media contact
604-215-6248
[email protected]

B-Roll/Photos
Updated assets are available for download here.

With hot weather in the forecast, first responders are preparing for a busy weekend ahead, and E-Comm is asking British Columbians to help keep 9-1-1 lines free for emergencies only.

During summer months, emergency communications centres typically see more calls for service, with more people outdoors enjoying the sunshine at beaches, parks, patios and attractions.

Of those calls, hundreds will be made by mistake, and the impact can be detrimental as they take critical resources away from people in emergencies who need them the most.

“Our call-takers and dispatchers play a critical role in public safety, helping to connect the public with our first responder partners on the ground during an emergency situation,” says E-Comm 9-1-1’s Communications Manager Carly Paice. “The public can help us help keep 9-1-1 free for emergencies, by storing devices carefully to avoid accidental dials and staying on the line with 9-1-1 should you call in error. This allows our call takers to be able to quickly move on to assist with an emergency call.”

For more tips on preventing and knowing what to do if you call 9-1-1 in error, visit our website.

In addition to preventing pocket dials to 9-1-1, E-Comm has compiled a list of tips and resources to help you and your family stay safe through the warm weather ahead.

• If you have health questions on heat-related symptoms, call 8-1-1 to speak with a public health nurse. If you, or someone else is in medical distress, call 9-1-1.
• Elevated heat may increase risk of wildfire. To report a wildfire, unattended campfire, or open burning violation, call 1 800 663-5555 toll-free or *5555 on a cellphone.
• Follow information and updates about heat warnings via Emergency Info BC.
• Spend time in air-conditioned spaces. Check with your local city services for information about cooling facilities.
• Check in on vulnerable friends, family and neighbours.
• Know your location, especially if you are camping, travelling, hiking or spending time in an area that is new to you. An exact address is always best, but landmarks and cross streets will also help us find you in an emergency.
• Keep non-urgent matters off 9-1-1. If you need non-urgent help for the police (for example, you return from a day at the beach to find your car has been broken into) call your local 10-digit non-emergency number or file a report online. Visit nonemergency.ca to learn more.

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.

Media contact
604-215-6248
[email protected]

B-Roll/Photos
Updated assets are available for download here.