Blog | 911 Emergency Dispatcher | 911 Emergency Dispatch

A dedicated non-emergency team is one of several improvements implemented by E-Comm in 2023

This week, E-Comm welcomed an additional twelve call takers to its dedicated non-emergency team. The group represents the third cohort of employees to join the newly-formed team in 2023, and is one of several initiatives introduced by E-Comm this year to improve non-emergency call-taking on behalf of our Lower Mainland police agency partners.

In a break from the traditional service-delivery model, rather than having to switch back and forth between emergency and non-emergency calls, the call takers focus exclusively on handling non-emergency calls and any resulting reports.

Improvements to non-emergency service

Having dedicated positions for non-emergency calls not only helps to relieve pressure from the 9-1-1 operators and police emergency call takers during core hours, but is also demonstrating positive impacts on service levels.

For example, the average answer speed for non-emergency calls for police agencies served by E-Comm in the Lower Mainland, reduced from over 12 minutes in 2022 to approximately 4 minutes year-to-date in 2023 (with 62% of non-emergency calls answered in under 3 minutes compared to 41% in 2022). Additional improvements include:

• A digital agent pilot project is underway with the Vancouver Police Department, which helps triage, and when appropriate, re-direct calls to alternative resources such as 3-1-1, Canadian Anti-Fraud Centre, or police online crime reporting.
• A new non-emergency contact centre technology platform is in development, launching in early 2024. This system will enable key features to improve caller experience, including call-back functionality and wait-time estimates for non-emergency reports.
• The standardization of various procedures and policies for handling non-emergency calls has helped streamline procedures for call-taking staff. E-Comm has worked with policing partners on this initiative, and is also assisting with improvements to online crime reporting options.

“While E-Comm is consistently hitting all targets for police emergency 9-1-1 calls, we know there have been ongoing challenges with service levels and wait times on police non-emergency lines, which has been a priority for us in 2023,” explains Oliver Grüter-Andrew, E-Comm’s president and CEO. “We fully recognize the importance of reporting non-emergency crimes in a timely and efficient way, and will continue to work with our valued policing partners on these improvements, building on the positive momentum we’ve seen so far this year.”

Seasonal tips from the new team

E-Comm’s non-emergency team compiled a list of some common calls they receive during the holiday season, and offer their advice on what is a non-emergency call vs. 9-1-1.

“If a crime is in progress such as someone stealing a package from a porch right in front of you – that is a call to 9-1-1,” explains E-Comm call taker Sadie. “If you notice your package is stolen after the fact, that’s when you call your local police non-emergency line, or file a report online.”

• Holiday decorations: If you notice your inflatable Grinch has gone missing from your lawn, file a police report online, or call the non-emergency line.
• Charity scams: If you are a victim of a charity scam where money has been lost, file a police non-emergency report. If no money has been lost, file a report with the Canadian Anti-Fraud Centre.
• Missing vehicles: If you return to the parking lot after last minute holiday shopping and notice your car has gone missing, please check with your local towing company before calling the non-emergency line.
• Noisy parties: Report noise complaints to your local city services during business hours. Outside of business hours, call your local non-emergency line.
• Inclement road conditions: Practice extra caution while driving in heavy rain and snow. For updates on road closures, visit drivebc.ca or call 5-1-1.

Visit nonemergency.ca for more information.

E-Comm welcomes twelve new call takers to its dedicated non-emergency team. 

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]

A team of call takers and dispatchers from E-Comm’s Vancouver Island Emergency Communication Centre (ECVI) have been recognized by the Association of Public-Safety Communications Officials (APCO) for outstanding contributions and coordination efforts during a 2022 mass casualty shooting in Saanich, B.C.

Sixteen E-Comm employees were nominated for the 2023 Teamwork award for their professionalism and heroic actions during the critical incident; in addition to the team nomination, Matthew Spaans, who was the primary dispatcher on shift, won the “Telecommunicator of the Year” award, recognizing his exceptional service and professionalism.

On June 28, 2022, E-Comm’s “Team Three” staff arrived for their 12-hour dayshift at E-Comm’s office located in the Municipality of Saanich on Vancouver Island. Little did they know that in just a few hours, and only six kilometers away, there would be a major shooting and hostage situation at a local bank, that would leave two suspects dead and six police officers wounded.

From the time the first 9-1-1 call came in, to the conclusion of the incident that day, the team worked together tirelessly to ensure a coordinated multi-agency emergency response, all while responding to the flurry of 9-1-1 calls that came in fast and furious from witnesses.

By virtue of working in the same location, listening to the event unfold in real-time, and serving as a second ear for one another, E-Comm call takers and dispatchers had the ability to quickly engage multiple agencies and exchange information across different municipalities, all while supporting one another during and after the incident.

Operations staff at E-Comm’s Vancouver location were also able to step in to absorb call volumes from the Island, highlighting one of the benefits of a multi-agency communications centre. This allowed ECVI staff to prioritize the critical incident at hand without impact to other communities.

“I’m exceptionally proud of our employees for their coordinated response during a very intense, dangerous and volatile situation,” says E-Comm Vice President of Operations, Stephen Thatcher. “They remained the calm, reassuring and professional voices on the line throughout the critical incident, supporting the public, first responders, and each other.”

“This is well-deserved recognition for the Vancouver Island E-Comm team, who provided invaluable support to all the officers on the ground that day,” says Chief Constable Dean Duthie of the Saanich Police Department. “When a critical incident of this nature is unfolding, our officers rely on timely updates to guide their response. The actions of the E-Comm call takers and dispatchers on that day was truly exceptional.”

E-Comm dispatcher and APCO Award recipient, Matthew Spaans, recently shared some of his perspectives on dispatching during the Saanich shooting on Victoria Police’s “True Blue” podcast – listen here.

Matthew Spaans received the “Telecommunicator of the Year” award during a presentation at the APCO Canada 2023 Conference and Trade Show in Calgary, Alberta on November 22.

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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

E-Comm urges British Columbians to help keep 9-1-1 lines free for emergencies this Halloween

Emergency service providers are preparing for a busy weekend with Halloween on the horizon and E-Comm is asking the public to help keep 9-1-1 lines free for emergencies only.

In 2022, E-Comm received over 17,000 9-1-1 calls the weekend leading up to Halloween, an increase of 10% more than an average weekend in October that year—and an even busier Halloween is expected ahead, with the emergency communications centre reporting an overall 17 per cent increase in 9-1-1 calls in 2023 year-to-date over the same period last year.

Although Halloween falls on a Tuesday this year, increased demand for 9-1-1 is expected from October 27 to 29 and on October 31. Extra resources are in place with additional staff scheduled to help respond to the increased call volumes, however E-Comm is appealing to the public to help ensure the appropriate use of emergency resources by following these five tips:

1. Prevent pocket dials to 9-1-1 by storing your phone carefully. If you do call 9-1-1 by accident, stay on the line so that our call takers can ensure you are safe.
2. Whether you are out trick-or-treating with your children or celebrating with friends, be aware of your location in case you need to call 9-1-1. An exact address is always best, but cross streets and major landmarks will also help us find you.
3. E-Comm receives an increase of noise and fireworks-related calls each year. Noise and fireworks complaints should be directed to your local city bylaws service, or police non-emergency line. In Vancouver, call 3-1-1.
4. Use 9-1-1 responsibly for police, fire or medical emergencies where someone’s health, safety or property is in imminent danger. 9-1-1 call takers cannot transfer callers to the non-emergency phone number.
5. With many callers reporting noise complaints, higher call volumes are also expected on the non-emergency lines. Please consider creating a police report online if possible. Learn more at ca

“Our call takers and dispatchers will be working around the clock this Halloween weekend, connecting the public with emergency services across the province, whether it be police, ambulance or fire services,” says Carly Paice, E-Comm Communications Manager. “With the anticipated high call volume, public assistance plays a key role in keeping 9-1-1 lines clear for emergency situations only, and directing other non-emergency concerns through the proper channels or online reporting systems.”

Want to learn more? Follow @ecomm911_info on Twitter for live-updates from 9:00pm-11:00pm on Friday, Oct. 27. Stay safe and have a happy Halloween. 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]

Vancouver, B.C.—TransLink operating companies—Coast Mountain Bus Company (CMBC) and BC Rapid Transit Company (BCRTC)—are now communicating on the E-Comm Wide-Area Radio Network, the largest emergency radio network in British Columbia.

BCRTC officially cut over to the radio network at 0315hrs on August 13, 2023, joining CMBC which completed its transition in 2022. This marks a milestone for public transit in Metro Vancouver, as SkyTrain, SeaBus and bus operators are now able to communicate seamlessly with Metro Vancouver Transit Police and other emergency service agencies already on E-Comm’s multi-jurisdictional, tri-service emergency radio system.

Public transportation is a critical resource for people across Metro Vancouver, and this transition not only enhances TransLink’s ability to manage its fleet and better serve the public, but the increased interoperability between transit staff and first responders also enhances the safety of its riders.

“We are excited Coast Mountain Bus Company and British Columbia Rapid Transit Company have joined our radio network,” says Tony Gilligan, E-Comm Vice President of Technology Services. “This partnership will provide TransLink with increased radio coverage and clear access to other public safety organizations that will improve the emergency response, when needed, throughout the transit system.”

“TransLink considers safety for customers our number one priority,” says Kevin Quinn, TransLink CEO. “I am extremely happy to note that this partnership with E-Comm will result in seamless communication between our operating companies and Transit Police and other emergency service agencies leading to better safety on our system.”

Spanning from Lions Bay to Abbotsford, more than 40 police, fire, ambulance and municipal agencies are using the E-Comm Wide-Area Radio Network. The network has about 15,000 active or available radios. In 2022, radio system users made more than 54 million transmissions on the network.

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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]

Vancouver, B.C., June 22, 2023—E-Comm announced its 2023-2024 Board of Directors at their Annual General Meeting today, marking significant change with nine new board members. 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: Brent Asmundson, Barry Forbes, Lois Karr, Melanie Kerr, Warren Lemcke, Nicole MacDonald, Mary Sue Maloughney, Bill McNulty, Richard Walton and Ed Wolfe.

Doug Campbell returns as Board Chair, a position he has held since 2016. During the Annual General Meeting, Campbell reflected on the significant challenges E-Comm and its partner agencies experienced throughout 2022, offering an optimistic outlook for the future with a number of changes happening for the organization as part of a multi-year transformation plan. More details are provided in the 2022 Annual Report and Financial Statements, posted today.

“The last few years have been challenging and 2022 was no exception. Despite the extraordinary demand for emergency services and record breaking call volumes, E-Comm staff continued to rise to the occasion,” said Campbell. “The Board believes that E-Comm is rounding the corner and it’s all thanks to the heroic efforts of our staff who work tirelessly each day to protect the safety of British Columbians. On behalf of the Board, we want to express our deepest gratitude and appreciation to everyone at E-Comm. Thank you for your ongoing dedication and commitment to keeping our communities safe.”

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.

E-Comm shareholders and other stakeholders nominate Board members who provide extensive knowledge and experience to the company through their work on the Board and as members of the Board’s standing committees.

2023-2024 Board of Directors

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

*New directors appointed on June 22, 2023

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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]