Blog | 911 Emergency Dispatcher | 911 Emergency Dispatch

As British Columbians head into the B.C. Day long weekend, E-Comm 9-1-1 is reminding everyone to stay prepared, stay informed, and know when—and how—to call for help. Hot weather, wildfire risk, and increased outdoor activity can all contribute to higher emergency call volumes, so a little planning can go a long way in keeping you and others safe.

Know your location

If you are camping, travelling, hiking or spending time in an area that is new to you this long weekend, knowing your location is critical in case you need to call 9-1-1 in an emergency. An exact location is always best, but landmarks and cross streets will also help us find you.

Stay heat-safe

Heat warnings are currently in effect in parts of B.C. Prepare for extreme temperatures by staying hydrated, avoiding peak heat hours, and spending time in cool or air-conditioned spaces. For health-related questions, call 8-1-1 to speak with a registered nurse. If someone is in medical distress—such as showing signs of heat stroke, exhaustion, or severe dehydration—call 9-1-1 immediately.

For updates on heat warnings, follow EmergencyInfoBC.

Report wildfires

With ongoing drought and high temperatures, much of the province remains at high risk for wildfires—even in areas that recently saw rain. To report a wildfire, unattended campfire or burning violation, call 1-800-663-5555 or *5555 from a cellphone. Check current conditions at BCWildfire.ca

When to call 9-1-1

If you need urgent help from police, fire or ambulance, call 9-1-1 immediately.

Summer-related emergencies that require a call to 9-1-1 can include boating accidents, break-ins, injured hikers, impaired or dangerous drivers, missing children or seniors, motor vehicle collisions with serious injuries and heat-related medical issues such as heat stroke, exhaustion, or severe dehydration.

If you are ever unsure whether a situation is an emergency, we encourage you to err on the side of caution and call 9-1-1 so a call taker can determine what kind of help is needed.

Thank you for doing your part by planning ahead, staying alert and using 9-1-1 responsibly. Stay safe and enjoy the long weekend.

The Celebration of Light is set to illuminate the skies on July 19, 23 and 26, drawing hundreds of thousands to Vancouver’s beaches and waterfront areas and E-Comm is reminding the public to help keep 9-1-1 lines free for emergencies.

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

Summer has historically been a busy time for E-Comm, with call volumes rising from 25—35% above the springtime average. E-Comm 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.

To help ensure a safe experience for everyone, E-Comm is sharing the following tips:

• Know when to call 9-1-1: Only call if there’s an immediate risk to life, safety, or property—such as a medical emergency, a crime in progress, or a fire. 9-1-1 is not an information line. If you are unsure, it’s best to err on the side of caution and call 9-1-1 so a call taker can determine what kind of help is needed. Learn more about how to Make the Right Call.
• Prevent pocket dials: Secure your phone before heading out or once you’ve finished taking photos and videos. E-Comm receives hundreds of accidental calls each day. If you dial 9-1-1 by accident, stay on the line and let the call taker know you’re safe.
• Know your location: In a large crowd, this can be difficult. Be ready to provide the name of the beach, park, cross streets, or nearby landmarks to help emergency responders find you faster.
• Answer questions from call takers: E-Comm staff ask specific questions to gather critical details for first responders. Staying calm and following their instructions helps ensure the fastest response possible.

E-Comm thanks everyone for doing their part to ensure a safe and enjoyable Celebration of Light.

Want to learn more? Follow @ecomm911_info on Instagram for live-updates from 7:00pm-11:00pm on July 19, 23 and 26.

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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
604-215-6248
[email protected]

E-Comm forecasting 25—35% more 9-1-1 calls than March—April average

With the mercury set to rise this long weekend, E-Comm 9-1-1 is reminding the public to “Make the Right Call” – whether that be 9-1-1 in an emergency or through a number of other dedicated resources for less urgent situations.

In addition to seasonal hazards and climate related emergencies including flooding, wildfires and drought, warm weather typically drives increased calls for emergency services, with more people outdoors enjoying the sunshine at beaches, parks, patios and attractions.

During the summer months, E-Comm historically sees 9-1-1 call volumes rise by about 25—35% above the springtime average. To keep pace with the increased demand, E-Comm is adjusting staffing levels to align with anticipated increases during weekends, forecasted heat or weather patterns, and major events like Canada Day festivities.

“Whether staying close to home or traveling around B.C. this summer,  E-Comm’s team of dedicated call takers and dispatchers are here to help when you need it the most,” says Communications Manager Carly Paice.

“If it’s an emergency that requires immediate attendance from police, fire, or ambulance, please call 9-1-1 right away. By following the lead of call takers, who will ask a series of questions, you help us get the critical information emergency responders on the ground need as quickly as possible.”

E-Comm announced its 2025-2026 Board of Directors at their Annual General Meeting today, naming one new board member. The remaining members, who are designated by shareholders, were reconfirmed for another term by their nominating entities. A moment of appreciation was shared for departing board members: Steve Eely and Brian Godlonton.

During the Annual General Meeting, Board Chair Doug Campbell recognized the significant strides that have been made throughout the second full year of E-Comm’s Transformation Plan, including the organization’s strongest 9-1-1 and non-emergency service levels in the last eight years. More details are provided in the 2024 Annual Report and Financial Statements, posted today.

Campbell is stepping away from Board Chair, a position he has held since 2016. During Campbell’s tenure as Chair, he oversaw some of the most transformative developments in the organization’s 26-year history, from the new Wide-Area Radio Network and the South Island 9-1-1/Police Dispatch centre, to laying the foundation for Next Generation 9-1-1. Campbell was recognized for his passion for public safety and his unwavering commitment to the success and future of E-Comm.

Nancy Kotani was named as the incoming Board Chair, after serving on the Board since 2020. Kotani brings a wealth of knowledge and experience to the role and E-Comm is proud to welcome her as Chair.

“At the heart of every emergency response are the call-takers, dispatchers, technologists and support staff who serve as the vital link between those in crisis and first responders,” says Campbell. “On behalf of the Board, we want to extend our deepest gratitude and appreciation to everyone at E-Comm. Thank you for your resilience, dedication, and tireless efforts to protect communities across British Columbia.”

The Board of Directors is responsible for overseeing the company’s strategic planning and direction, finances and operating results. Management is accountable to the Board of Directors for day-to-day operations and administration.

2025-2026 Board of Directors

A second board seat, nominated by the Provincial Government, is to be filled later.

*New director appointed on June 25, 2025

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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]

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].