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West Vancouver, B.C. —The West Vancouver Police Department (WVPD) announced today it will relocate its dispatch operations to E-Comm – the regional consolidated emergency communications centre – in October. In making his announcement, Chief Peter Lepine said the move will lower risks and provide critical operational benefits to WVPD such as increased staffing.

“Emergency dispatch and call-taking are the essential links between the public’s call for help and emergency-service response,” said Lepine. “This move will provide improved safety for our officers and the public because we’re gaining robust technical and operational systems and processes, a back-up facility, and most important, more staff to handle 9-1-1 calls when there are major events in West Vancouver.”

WVPD’s decision follows a two-year analysis by senior staff that examined a number of options for dispatch including maintaining the service within the department. The analysis concluded that by joining E-Comm there would be major gains to be made in terms of risk mitigation, sustainability, and cost savings, now and into the future. The West Vancouver Police Board endorsed the transition to E-Comm at its June 27, 2012 meeting.

By partnering with E-Comm, WVPD will be able to work even more closely with any of the other police agencies dispatched by E-Comm, including the neighbouring Vancouver Police Department and the Squamish RCMP. The size and scope of the E-Comm centre means that when there is a major event in a community that one of these agencies serves, E-Comm can draw from its large contingent of highly-trained staff and quickly re-deploy resources to help manage the increase in 9-1-1 calls. This provides an increased level of service an individual agency would be hard-pressed to achieve on its own. In addition, the E-Comm partnership model allows for the cost of technology, training and infrastructure to be shared among agencies. Consolidation of many different police services, including dispatch, to gain operational and financial efficiencies is becoming more common within the policing community.

“WVPD first partnered with E-Comm in 2007 when we joined E-Comm’s shared wide-area radio system that connects police, fire and ambulance agencies across Metro Vancouver, “ Lepine added. “We believe this new partnership will be just as successful as our first, and address the risks we faced in sustaining dispatch over the long term.”

“We are very proud to be entering into a new partnership with West Vancouver police and serving this progressive and diverse community,” said David Guscott, E-Comm president and CEO. “We’re focused on helping to create safer communities in B.C. through excellence in public-safety communication, and believe that consolidating dispatch operations is a key element in achieving that vision.”

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 E-Comm 9-1-1 answers 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 and provides dispatch services to 30 police and fire departments.

Media contacts:

Staff Sgt. Jeff Young
West Vancouver Police Department
604-925-7352     

[email protected]

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

Vancouver, B.C. — E-Comm, southwest British Columbia’s emergency communication centre, is pleased to announce its 2012-2013 board of directors. The board is comprised of 18 directors and includes elected officials, representatives of emergency services and the provincial government, along with municipal staff and local community and business leaders from across Metro Vancouver.

“The group of community leaders on our board representing governments and public-safety agencies will lead us into the first year of our new strategic plan, Vision 2020. This plan will guide E-Comm as we work to help create safer communities through excellence in public-safety communications,” says David Guscott, E-Comm president and CEO. “I’m confident the expertise, experience and insight our board brings will successfully guide us as we implement our plan.”

E-Comm shareholders appointed the board at its annual general meeting today in Vancouver.

2012-2013 Board of Directors: (in alphabetical order)

• Jocelyn Kelley, Independent director, remains as Board Chair
• Penny Ballem – City manager, City of Vancouver (representing City of Vancouver)
• Helen Blackburn – Independent director
• Mike Clay – Mayor, City of Port Moody (representing independent police boards – West Vancouver, Port Moody, New Westminster, Abbotsford, Transit Police)
• Ernie Daykin – Mayor, District of Maple Ridge (representing District of Maple Ridge and City of Pitt Meadows
• Rebecca Denlinger – Fire and Emergency Management Commissioner of BC (representing Ministry of Justice)

• Diana Dilworth – Councillor, City of Port Moody (representing Village of Belcarra, City of Port Coquitlam, City of Coquitlam, City of New Westminster and City of Port Moody)
• Charlie Fox – Councillor, Township of Langley (representing Township of Langley, City of White Rock, City of Surrey)
• Len Garis – Fire chief, City of Surrey (representing City of Surrey, Township of Langley, City of White Rock)
• Lois Jackson – Mayor, Corporation of Delta (representing Corporation of Delta)
• Michael MacDougall – President, Emergency Health Services Commission and Executive Vice-President, Provincial Health Services Authority (representing Emergency Health Services Commission)
• Ernie Malone  – RCMP, retired  (representing the Royal Canadian Mounted Police)
• Bill McNulty – Councillor, City of Richmond (representing City of Richmond)
• Darrell Mussatto – Mayor, City of North Vancouver (representing City of North Vancouver, District of West Vancouver, District of North Vancouver)
• Clayton Pecknold  – Assistant Deputy Minister, Policing and Community Safety Branch, Ministry of Justice (representing Ministry of Justice)
• Bob Rolls – Vancouver Police Department, retired (representing the Vancouver Police Board)
• Sheldon Stoilen – Independent director
• Glenn Wong – Independent director

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E-Comm 9-1-1 answers 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 30 police and fire departments, and operates the wide-area radio system used throughout Metro Vancouver by police, fire and ambulance personnel.

 Media contact:

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

9-1-1 call-takers hear everything from cheering Canucks fans to playground screams

Vancouver, B.C. — More than 100,000 calls were made to 9-1-1 by accident within Metro Vancouver and surrounding areas in 2011, diverting valuable public-safety resources away from real emergency calls.

Based on a recent analysis of call statistics, E-Comm – the regional emergency communications centre –  found that 10 per cent of the more than one-million 9-1-1 calls it received in 2011 were dialed by mistake. E-Comm estimates more than 70,000 of those calls (200 per day) were “pocket dials” (inadvertent calls from cell phones) and 40,000 more were “abandoned” calls (hang-ups).  In 2011, 58 per cent of E-Comm’s 9-1-1 call volume came from cell phones, an all-time high and up 10 per cent in just four years.  The increased use of wireless devices has also resulted in a rise pocket dials. They happen when phones are stored in pockets, purses and backpacks without protective cases or when 9-1-1 is programmed into phones.

E-Comm is asking the public to “help us help” by using keylocks, storing cell phones in protective cases and to not pre-program 9-1-1 into any phone. If 9-1-1 is dialed by mistake, the centre reinforces that callers should stay on the line and speak with the call-taker. When callers hang up, staff will call back to ensure the caller is safe, tying up more resources and in the case of hang-ups from landlines, dispatching police.

E-Comm’s call-takers have pretty much heard it all through pocket dialing.

“I’ve had a lot of calls from Rogers Arena when the Canucks were playing,” says Corey Kelso, E-Comm 9-1-1 call-taker. “I’ve heard pucks drop, I’ve heard the announcements, and I’ve actually heard Richard Loney singing the national anthem.”

“The safety of the public and first responders is our priority,” says Doug Watson, E-Comm’s vice-president of 9-1-1 Operations. “In addition to our education efforts, we’d like to see cell phone manufacturers and telecommunications industry groups try to ensure better safeguards are put in place on phones to prevent pocket dials to 9-1-1 in the first place.”

E-Comm is raising this issue during Emergency Service Dispatchers’ & 9-1-1 Awareness Week in B.C. (April 9 to 16). The aim of the week is to educate the public about calling 9-1-1 and to recognize the dedicated work of emergency call-takers, dispatchers, technology specialists and support personnel.

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Media contact:

Jody Robertson
604-215-4956 or604-640-1342 (pager)
[email protected]

 Backgrounder

• E-Comm answers more than one million 9-1-1 calls annually
• In 2011, E-Comm received 639,877 9-1-1 calls from cell phones (58 per cent of total call volume) and 464,388 from landlines (42 per cent)
• In 2011, E-Comm received more than 100,000 accidental calls to 9-1-1, including more than 70,000 “pocket dials” and 40,000 “abandoned” calls or hang-ups
• More than six-million calls to 9-1-1 are placed each year across Canada from cell phones
• More than half of all phone connections in Canada are now wireless, with 75 per cent of Canadian homes having access to a wireless phone
• In 2011, there were more than 26 million wireless subscribers in Canada – representing a rise of approximately seven per cent each year over the past five years
• E-Comm recommends storing cell phones in protective cases and in a manner which prevents unintentional dialling (e.g. do not leave at the bottom of your purse or in your back pocket); never pre-programming 9-1-1 into any phone; keeping cell phone’s keypad in the locked position; and storing cell phones in a case/holster at all times
• If you call 9-1-1 by mistake, stay on the line and let the call-taker know if you’re safe
• Remove batteries from old cell phones to prevent accidental calls
• Landlines provide address information; cell phones provide general location information only. Cell phones cannot pinpoint location.

E-Comm answers more than 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 and provides dispatch services to 30 police and fire departments.

For tips on using 9-1-1 and more information about E-Comm, visit ecomm911.ca or follow us on Twitter @EComm911_info

Vancouver, B.C. – The Association of Public-Safety Communications Officials (APCO) has awarded E-Comm 9-1-1 its Public Safety Excellence in Teamwork award for a gold-medal performance during the 2010 Olympic and Paralympic Winter Games—the busiest two weeks in the emergency communication  centre’s history.

The award recognizes the efforts of 9-1-1 call-takers, dispatchers, and critical support staff who worked throughout the Games and in particular, two of the most challenging shifts: the night of the Opening Ceremonies and Day One. On both occasions, call-takers and dispatchers coped with huge crowds and multiple violent protests.

“9-1-1 staff may work behind-the-scenes, but they are an integral part of public and responder safety,” says E-Comm President & CEO David Guscott, who saw the events unfold first-hand. Guscott was the VANOC executive vice-president in charge of the Opening Ceremonies at the time. “It was a frightening situation for many, including many innocent bystanders in attendance, and the skill and stamina of E-Comm staff certainly supported the successful efforts to end the violence quickly and peacefully.”

As the Public-Safety Answer Point for Metro Vancouver and surrounding areas, E-Comm staff are accustomed to receiving thousands of 9-1-1 calls every day. But in February 2010 call volumes increased by 11 per cent (79,000 calls) over the previous year. Calls for police in Vancouver and Richmond, two Olympic host cities, increased by a resounding 28 per cent. The amount of radio traffic dispatchers had to contend with also increased by a staggering 40% on just February 12 alone.

“The 2010 Winter Games presented one of the biggest challenges and also proudest moments for me, my team, E-Comm, the host cities and the entire country,” says E-Comm police dispatcher Tammy Baines, who recently accepted the award at the APCO Canada 2011 Conference in Ottawa.  “I’m so lucky to be a part of such a dedicated, professional and skillful team. This recognition affirms my sense of pride in what we all do every day at E-Comm.”

E-Comm spent years planning for the Olympics, including providing 900 hours of in-house training for its 250 Operations staff in support emergency services and the 7,000 police officers from across Canada deployed for the safety and security of the Games.

APCO Canada President Ryan Lawson says the performance of E-Comm staff really stood out. “The Award Committee is made up of public-safety professionals across the country, so they can all personally attest to the work and composure required in managing an event of this magnitude.”

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For more information:

Amanda Brkich, E-Comm Corporate Communications

Direct: 604-215-4813

Twitter: @EComm911_info
ecomm911.ca

*Additional background info:

• • E-Comm staff members accepting the Public Safety Excellence in Teamwork award at the APCO Canada Conference, who are residents of the following communities:
    • Melissa Johnson, operations team manager – Vancouver
    • Tammy Baines, police dispatcher – Langley
    • Heidi Fritsch, police call-taker – North Vancouver
  • Ryan Lawson, APCO Canada President and E-Comm operations manager is a resident of Richmond
• The Association of Public-Safety Communications Officials (APCO), Canada, Inc. is a voluntary, not-for-profit organization dedicated to the enhancement of public safety communications. Members come from every type of public safety organization in the country, including 9-1-1, police, fire and emergency medical services, as well as emergency management, disaster planning and federal search and rescue personnel. For more visit apco.ca

Abbotsford, B.C. – The Abbotsford Police Department (APD) has strengthened the communication capabilities of its members and the region, following its move to the E-Comm Wide-Area Radio Network.

The City of Abbotsford—the largest municipality in B.C. in area (360 square kilometres) — is also the first municipality outside of Metro Vancouver to join E-Comm’s radio network. Abbotsford police now have access to stronger and wider radio coverage, better radio clarity and a higher level of security.

Abbotsford Police Chief Bob Rich sees the transition as critical for officer safety as their previous system was known for coverage gaps — dead zones — where contact was lost with dispatchers or fellow officers.

 “Radios are a lifeline for police. If I had to give up my gun or my radio, I’d give up my gun,” says Chief Rich. “Communication is just too important to both officer and public safety.”

More than 200 portable radios have been deployed in Abbotsford and their members will  now be able to communicate directly with all police departments in Metro Vancouver.

As the recent provincial hockey riot review noted, APD members deployed in support of Vancouver police (VPD) June 15, were not yet on the radio system. Now, if APD or VPD are supporting each other at large-scale events they will be able to communicate with each other because they are both on the E-Comm radio system. This will also be possible with RCMP detachments in neighbouring Langley and Maple Ridge along with members of the inter-municipal emergency response team (MIERT): Delta, Port Moody and New Westminster police departments.

“Joining E-Comm’s radio network will streamline our communication with the partner agencies we respond with daily,” says Chief Rich.  “It will enhance our response and ability to provide improved service to our citizens.”

E-Comm’s multi-jurisdictional, multi-agency radio network, will replace the department’s 14-year old unsecure VHF radio system.  It will offer Abbotsford police better coverage, enhanced security features, greater clarity and improved reliability through an earthquake-resistant infrastructure.

“Joining the E-Comm radio network is a cost-effective, long-term investment in public safety for our community,” says Abbotsford Mayor George W. Peary.  “The E-Comm radio network will ensure that our officers have the best and most secure communication available to them at all times.”

 “We’re very pleased to welcome Abbotsford, our 15th police department, onto our radio system,” says David Guscott, E-Comm’s president and CEO. “An integrated emergency communication system is critical to both emergency responder and public safety.  We look forward to seeing more agencies join us in the years to come as we work to build the most resilient region possible.”

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Media contacts:

Cst. Ian MacDonald

Abbotsford Police Department

604-864-4721

[email protected]

Jody Robertson

E-Comm 9-1-1

604-640-1342 (pager)

[email protected]