When emergencies happen, 9-1-1 is here to help. Knowing what to expect if you need to call for police, fire or ambulance, is an important part of being prepared to react quickly in an emergency.
E-Comm is the first point of contact for most 9-1-1 callers in British Columbia, answering 5,700+ calls per day, over 2 million calls per year. E-Comm also provides dispatch services for 73 police and fire agencies.
Check where E-Comm provides call-taking and dispatch:
When to Call 9-1-1
9-1-1 is for emergencies that require immediate help from police, fire or ambulance. If you are unsure whether your call is an emergency, opt on the side of caution and call 9-1-1.
Immediate threats to the safety of people or property – such as fires, medical emergencies, car accidents with injuries
Crimes in progress – such as fights, property crimes where the suspect is present, dangerous driving causing imminent threat to safety
Serious crimes that have just occurred – such as sexual assault or robberies
Suspicious activity that requires immediate investigation – such as possible gunshots, weapons-related calls, or indications of an imminent criminal act
What happens when you call 9-1-1?
When you dial 9-1-1, an E-Comm 9-1-1 operator will ask if you need police, fire, or ambulance, and for what city or municipality. The 9-1-1 operator will then transfer your call to the appropriate agency where a call-taker will take the details of your emergency to have dispatched to first responders on the ground.
Depending on location, your call may be transferred to a call-taker and dispatcher right within E-Comm, or an agency outside of E-Comm that does their own call-taking and dispatch services. Medical calls requiring ambulance are transferred directly to BC Emergency Health Services (BCEHS) for medical call-taking and dispatch.
At E-Comm, 9-1-1 calls flow through three main work groups:
9-1-1 Queue Operator, Call Taker, Dispatcher
9-1-1 Queue Operator
When you dial 9-1-1, the first person you’ll speak to is an
E-Comm 9-1-1 Queue Operator. Their role is to quickly confirm your location and determine whether police, fire, or ambulance services are needed—ensuring you’re connected to the right agency as quickly as possible.
If you’re unsure which service you need, the Queue Operator will ask a few quick questions to direct your call.
Call Taker
If you request police or fire, the Queue Operator will transfer you to a police or fire call taker who will ask questions in a specific order to understand the situation and get the best information possible.
They will get a file started and work with a dispatcher to get help on the way.
Dispatcher
While you’re on the line with a call taker, they are simultaneously relaying information with a dispatcher. The dispatcher is the point person between the call taker and first responders on the ground.
They share real-time updates to help guide the emergency response and ensure the appropriate resources are deployed all while keeping everyone safe.
Non-Emergencies
E-Comm handles non-emergency reporting for some police agencies.
In 2023, a new call-taking team was created to focus solely on non-emergency calls in order to reduce wait times and improve service for callers reporting non-emergency crimes.
If you have a police matter that does not require immediate response, you can file a police report online or call your local non-emergency line.
Support Teams
Behind the scenes of E-Comm’s operations are a number of teams who are responsible for ensuring the technology, training, policies and procedures are in place to best support employees, first responders and the public.
Wide-Area Radio Network – Our Wide-Area Radio Network, B.C.’s largest multi-jurisdictional, tri-service system, connects police, fire, and ambulance across Metro Vancouver and parts of the Fraser Valley, ensuring reliable communication in everyday emergencies and major incidents.
Technology – We also provide secure, mission-critical technology services, including computer-aided dispatch, records management, and electronic mapping, backed by a 24/7 support desk.
Corporate Support – Our corporate teams manage finances, employee well-being, data and analysis, and public safety communications, that help keep the organization running effectively.
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