Nancy Kotani returns as Board Chair, a position she has held since June 2025. During the Annual General Meeting, Board Chair Nancy Kotani highlighted the significant progress made throughout the year, including the launch of E-Comm’s Action Plan following the provincial review. The plan establishes a strong foundation for strengthening the organization, enhancing operational resilience, and rebuilding partner confidence. More details are provided in the 2025 Annual Report and Audited Annual Financial Statements.

“I am very pleased to say that, despite managing several major events, 2025 marked the second consecutive year that E-Comm achieved or exceeded service level targets across 9-1-1, police and fire-emergency and non-emergency call-taking,” says Board Chair Nancy Kotani. “These results reflect the dedication and professionalism of our employees, who continue to deliver exceptional service while supporting public safety across British Columbia. On behalf of the Board, I want to thank every member of the E-Comm team for their commitment and hard work. Their efforts are helping to build a stronger, more resilient organization that will serve our communities for years to come.”

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.

2026-2027 Board of Directors

*New director appointed on June 24, 2026

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Larger crowds and more people spending time outdoors at beaches, parks and events, are expected to drive higher call volumes, for both 9-1-1 and non-emergency lines.

“Our teams are ready for increased call demand, and the public also has an important role to play in keeping 9-1-1 available for emergencies,” said Carly Paice, Communications Manager at E-Comm 9-1-1. “Knowing when to call 9-1-1 and what to expect when calling, for situations that require immediate assistance from police, fire, or ambulance, helps ensure we can respond quickly to those who need us most.”

When to call 9-1-1 and what to expect

Call 9-1-1 if someone’s life, safety or property is at risk, or if you are witnessing a crime in progress. Whenever in doubt, opt on the side of safety and call 9-1-1, a trained call-taker will assess the situation.

Following the lead of call takers in answering questions is the best way to help. 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.

Help keep lines free for emergencies

Avoid calling 9-1-1 for non-urgent issues or by mistake. If you dial in error, stay on the line and let the call-taker know so they can quickly move on to assist others.

While most callers use 9-1-1 appropriately, E-Comm continues to receive calls that don’t belong on the emergency line. So far in 2026, examples of calls that have come in through 9-1-1 have included airline booking issues, lost cell phones, traffic complaints and food delivery concerns. These calls do not belong on 9-1-1 and tie up emergency call takers from being able to respond to real emergencies more quickly.

For resources on who to call for assistance for non-urgent matters find a list of resources on our website at nonemergency.ca

Tips for visitors

• While travelling anywhere in Canada, use 9-1-1 to call for help in an emergency.
• Free interpretation services are available on 9-1-1 in over 200 languages. If you need emergency help in another language, call 9-1-1 and say the name of your language.
• Messaging apps such as WhatsApp, Telegram, Signal, as well as texting to 9-1-1, are currently not supported for reaching 9-1-1 in British Columbia.
• Familiarize yourself with the local health and safety supports available by visiting Know Before You Go

Heat and summer safety reminders: who to call

• 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.
• Follow information and updates about heat warnings via Emergency Info BC and see latest information bulletin from the City of Vancouver.
• Questions about water/fire restrictions, public recreation areas, noise control and all other bylaw infractions should be directed to your local city services. In Vancouver, call 3-1-1.

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With this appointment, any potential job action ceases and E-Comm will head into mediation to finalize a collective agreement without labour disruption.

Vince Ready will work collaboratively with E-Comm and the Union for up to 10 days to resolve outstanding bargaining issues. This process will result in a new collective agreement for E-Comm and its employees.

E-Comm and CUPE 8911 mutually reached out to BC’s Ministry of Labour yesterday with the request for a special mediator, as CUPE 8911 had previously declined E-Comm’s offers for assistance through both mediation and interest arbitration.

“Our priority from the beginning of collective bargaining has been to reach a fair and equitable agreement that supports our employees and the vital work they do, while ensuring the continuity of the critical services British Columbians rely on,” says Greg Conner vice-president of People & Culture at E-Comm. “We welcome Vince Ready’s appointment as special mediator and are committed to working cooperatively to finalize an agreement over the coming week.”

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While the strike notice has been issued, the parties are continuing negotiations over the weekend in an effort to reach an agreement. E-Comm fully supports the requested appointment of a Special Mediator to assist in reaching an agreement.

An essential services order issued by BC’s Labour Relations Board is in place to ensure that public safety is protected at all times. Under the order, 9-1-1 operators, police/fire call takers and dispatchers are deemed essential should job action occur.

We have continued to engage in the bargaining process in good faith with a competitive offer on the table. The offer E-Comm put forward aligns or exceeds many of the recently settled agreements within the public sector.

This offer would build on the significant improvements to wages and benefits negotiated during the last agreement which included an extra $5-$8 per hour for night/weekend shifts, and up to $4,000 in mental health benefits per year.

“We’ve made meaningful efforts to move negotiations forward and have put forth an offer that prioritizes both the employees who deliver these critical services and the public who depend on them,” says Greg Conner, vice-president of People & Culture for E-Comm. “Our priority is ensuring uninterrupted service for the public while supporting our employees with a fair and sustainable collective agreement.”

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When people call 9-1-1, they’re often experiencing one of the most stressful moments of their lives, and uncertainty about what happens next can add to that stress. E-Comm 9-1-1 and the Abbotsford Police Department (AbbyPD) have partnered on a new public education initiative to help residents better understand how emergency calls are handled and what to expect when they reach out for help.

Timed with National Police Week (May 10–16, 2026), the initiative includes a short video designed to address common misconceptions about the 9-1-1 process – particularly the concern that answering questions may delay emergency response.

In reality, emergency response begins immediately.

“When you call 9-1-1 in Abbotsford, a team of professionals at E-Comm starts working right away to get you the help you need,” said Sergeant Paul Walker of the Abbotsford Police Department. “In urgent situations, officers are often dispatched while you’re still on the line.”

Information provided by callers is shared in real time between call takers, dispatchers, and responding officers. This continuous flow of communication allows first responders to assess risks, prepare for the situation, and respond as effectively as possible before arriving on scene.

Even after dispatch, call takers remain on the line whenever possible to gather additional details and provide reassurance. This ongoing communication plays a critical role in ensuring responders have the most accurate and up-to-date information.

“When people dial 9-1-1, it’s often during one of the most difficult moments of their lives,” said Carly Paice, Communications Manager for E-Comm 9-1-1. “The goal of this initiative is to provide clarity and reassurance, so callers know there is someone on the other end guiding them through the situation while help is already on the way.”

The initiative also highlights the accessibility of emergency services for Abbotsford’s diverse community. Interpretation services are available for callers who require language support, ensuring that language barriers do not prevent people from getting the assistance they need.

The accompanying video provides a behind-the-scenes look at the coordination between call takers, dispatchers, and police officers, reinforcing how quickly and collaboratively emergency response unfolds.

For more information about when to call 9-1-1 and what to expect, visit ecomm911.ca.

Media Contacts:
Questions pertaining to E-Comm 9-1-1 should be directed to media@ecomm911.ca.
Questions pertaining to AbbyPD should be directed to communications@abbypd.ca.

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E-Comm remains focused on continuing constructive discussions with the Union and in reaching a fair and sustainable agreement that supports employees and ensures the continued delivery of responsive emergency services to the public and first responders, while recognizing the fiscal pressures facing the public sector and our funding partners in local government.

To support continued progress, E-Comm will be engaging the BC Labour Relations Board’s mediation services to assist in working through the final stages toward a renewed collective agreement.

E-Comm’s people are the backbone of 9-1-1 emergency services in B.C. We do critical, life-saving work every day connecting the public with emergency services. Through our work, E-Comm has:

• Answered over 2 million 9-1-1 calls in 2025, with an average speed to answer of one second, among the fastest in the world.
• Consistently exceeded call-answer targets for both 9-1-1 and police emergency calls.
• Increased our operations workforce and maintained strong retention rates. Overall staffing levels in 2025 and 2026 year-to-date have supported E-Comm exceeding service level targets.
• Named one of BC’s Top Employers for its transformation efforts over the past several years and enhancements to staff supports available, including up to $4,000 per year for mental health benefits established through the last collective agreement.

We share the Union’s goals of ensuring that E-Comm’s emergency communications centers are resourced to meet our public safety commitments to the public and our partners, and in continuing to support our employees in the essential work they do each and every day.

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As part of the week’s recognition, E-Comm 9-1-1, BC Emergency Health Services, Vancouver Emergency Management Agency and Vancouver Fire Rescue Services are reminding the public about the proper use of 9-1-1, what they can expect when they need to access help from first responders and to how to best prepare for emergencies.

Using 9-1-1 responsibly

• Only call 9-1-1 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.
• E-Comm receives hundreds of accidental calls to 9-1-1 every day. Lock and store your phone or smart devices carefully to prevent accidental calls. If you dial 9-1-1 by accident, stay on the line and let the call taker know you’re safe.

How to access help

• Be prepared to answer questions. Call takers ask specific questions to gather critical details for first responders. Staying calm and following their instructions helps ensure the fastest response possible.
• When calling 9-1-1 for a medical emergency, you will speak to a BCEHS emergency medical call taker who has specific training for assessing medical emergencies and supporting callers while help is on the way.
• Make sure you stay on the line and answer all the call taker’s questions to the best of your ability. The questions call takers ask are designed to help ensure you get the help you need.
• Get right beside the patient if it is safe to do so. The call taker will be asking you questions about their condition and being right by their side will help you answer as accurately as possible.
• The call taker will give you information about what you can do to help yourself or the patient while paramedics are on their way. Stay as calm as possible and follow their instructions. Call takers regularly help 9-1-1 callers provide first aid, perform CPR and even deliver babies over the phone!
• Don’t hang up until the call taker tells you to do so.

Preparing for emergencies

• Know your location: It’s critical to know where you are during an emergency, especially when you need help from first responders. An exact address is always best, but your city, cross streets and major landmarks will also help call takers and first responders find you.
• Know where to get updates during an emergency: Many communities are using the Alertable app to send public alerts with key information during an emergency. In Vancouver, you can find emergency information and download the Alertable app at vancouver.ca/alerts. If you’re looking for updates and information, do not call 9-1-1.

“The staff in our dispatch centres and Patient Transfer Services play a crucial role in the health-care system, helping people get the help they need in emergencies and supporting the movement of patients between health-care facilities all across the province and beyond. This week, we want to say thank you to these dedicated employees. They may work behind-the-scenes, but their contributions are part of everything we do at BCEHS and have made a difference in countless lives across B.C.,” says BCEHS Paramedic Public Information Officer Brian Twaites.

“We are incredibly grateful to our 9‑1‑1 operators and dispatchers, who play a vital role in helping people and keep our firefighters safe during emergencies,” says Karen Fry, Fire Chief and General Manager of Vancouver Fire Rescue Services. “Responsible use of 9‑1‑1 helps ensure they can respond quickly and effectively when seconds matter most.”

“This week, we recognize the unsung heroes who work tirelessly behind-the-scenes to keep our communities safe,” says Carly Paice, Communications Manager at E-Comm. “Together with our first responder partners, our staff play a vital role in ensuring help arrives swiftly when it’s needed most. When you call 9-1-1, you’re reaching a dedicated team committed to making a difference—one call at a time.”

Together, let’s show our appreciation for all our hard-working first responders, call takers, dispatchers, technology specialists, support staff and all first responders who play a critical role in keeping our communities safe.

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New video highlights interpretation services and encourages non-English speakers to call 9-1-1 in an emergency

E-Comm and Richmond RCMP are reminding British Columbians that you do not need to speak fluent English to call 9-1-1.

In 2025 alone, E-Comm received 5,329 emergency calls requiring interpretation in 57 different languages. Of those calls, 26% required interpretation in Mandarin, 24% in Punjabi, and 12% in Cantonese. From Spanish, Farsi, and Arabic to Laotian, Lingala, and Luganda, the wide range of interpretation requests reflects the rich diversity of callers across British Columbia.

To help raise awareness, E-Comm and Richmond RCMP have released a new video offering practical tips to support non-English speaking family members, friends and neighbours in accessing emergency services through 9-1-1. Language should never be a barrier to getting help in an emergency.

E-Comm has access to a 24-hour interpretation service in more than 200 languages, which can typically be connected in less than a minute.

Tips for calling 9-1-1 if English is not your first language

• Learn the English word for the language they do speak (e.g., learn to say “Mandarin”) in case an interpreter is needed. This will help speed up the process.
• Learn the words “police”, “fire” and “ambulance” in English.
• Encourage everyone to call 9-1-1 even if they speak little English—often this is all our call takers need to collect information and get help on the way.
• People should not be shy to try their English. Always dial 9-1-1 immediately in an emergency, rather than waiting for an English-speaking family member or neighbour.
• When requesting assistance in another language, do not hang up. Please stay on the line while our call-takers quickly connect with interpretation services.

“If you have a loved one who doesn’t speak English, it’s important to have the conversation about how to call 9-1-1 in an emergency that requires immediate assistance from police, fire, or ambulance,” says Carly Paice, Communications Manager at E-Comm 9-1-1. “When seconds count, 9-1-1 operators and emergency call takers are here to connect the public with first responders on the ground. Language should not be a barrier to someone calling 9-1-1 during a life or death situation like a crime in progress, fire or medical emergency.”

“Richmond is one of the most linguistically diverse communities in Canada, with roughly 70% of households reporting a mother tongue other than English or French,” says Sergeant Pak Yim, Richmond RCMP. “We want every resident to know that language should never be a barrier to getting emergency help. Our officers work every day with residents who speak many different languages, and are prepared to support callers through interpretation services whenever needed.”

No matter what language you speak, 9-1-1 is here to help.

Media Contacts:

Questions pertaining to E-Comm 9-1-1 should be directed to media@ecomm911.ca.

Questions pertaining to Richmond RCMP should be directed to richmond_media@rcmp-grc.gc.ca

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When a store refuses to return your air fryer, an airline fines your oversized carry-on, or your dishwasher breaks, 9-1-1 is not the appropriate number to call.

E-Comm is reminding British Columbians that 9-1-1 is for emergencies, not consumer complaints, general questions or inconveniences, as it releases its annual list of top ten reasons not to call 9-1-1, based on actual calls received by E-Comm police call takers throughout 2025.

By sharing the top ten list, E-Comm aims to reinforce the importance of keeping 9-1-1 lines available for those who truly need urgent help from police, fire, or ambulance for an emergency where immediate action is required.

“No matter how absurd a call might be on the surface, we have to treat every 9-1-1 call as an emergency, until we can confidently determine otherwise,” explains Bailey Mitchell, police call taker at E-Comm. “Every second we spend fielding questions about traffic, hornets or bad haircuts is time that could otherwise be helping someone in a life-threatening emergency situation.”

Top 10 unusual calls on 9-1-1 in 2025

1. Their luggage exceeded the carry-on limits
2. Walmart wouldn’t return an air fryer
3. Their dishwasher was broken
4. Someone parked at Starbucks and went into a grocery store instead
5. A non-electric car parked at EV charging station
6. They wanted to complain about traffic
7. They got locked out of their Airbnb
8. They left their iPad at the SkyTrain station
9. They wanted help getting a hornet out of their apartment
10. They were unhappy with their haircut

Police call takers are unable to assist with non-urgent matters on 9-1-1, but reaching out to the non-emergency line, or another alternative resources may help resolve your issue. To help the public make the right call, examples of emergency situations that should be reported through 9-1-1 and a comprehensive list of alternative resources  are available on E-Comm’s website.

“The majority of people use 9-1-1 responsibly, and we want British Columbians to feel confident calling for help in an emergency,” says Carly Paice, Communications Manager at E-Comm. “No matter the time of day, our call takers are here to connect people with critical emergency resources when they need them most.”

Tips on proper use of 9-1-1

• 9‑1‑1 is for police, fire or medical emergencies when immediate action is required: someone’s health, safety or property is in jeopardy or a crime is in progress
• Know your location at all times
• Don’t program 9‑1‑1 into any phone
• If you call 9‑1‑1 accidentally, stay on the line and let us know
• Lock and store your cellphone carefully to prevent accidental 9-1-1 calls
• Visit nonemergency.ca for a list of alternate resources for reporting non-emergency matters

E-Comm is responsible for 99 per cent of the 9-1-1 call volume in British Columbia and handles approximately two million calls 9-1-1 calls per year.

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“We accept the findings of the review, and welcome the recommendations provided,” said Kotani. “We are also heartened by the report’s acknowledgement of the operational and service improvements achieved to date. The Board of Directors and executive team recognize the urgency of the improvements required, particularly in our governance and financial management, and the need to rebuild the trust of our local government and agency partners. Our board will be actively involved in setting the direction for E-Comm’s strategy and holding management accountable for progress and results.”

“We will work with the Province and our partners to develop an action plan to prioritize and implement the recommendations,” said Nancy Blair, interim president and CEO.

“Our staff do extraordinary work partnering with first responder agencies and protecting the public safety of British Columbians. The progress on operational and service level improvements identified in the report is a direct result of their outstanding commitment and contributions. We are committed to protect and build on these service improvements, and to earn back the trust of our partners by implementing the governance and financial management recommendations in the report.”

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