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.

The post British Columbia honours unsung heroes during 9-1-1 Week appeared first on E-Comm 9-1-1.

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.”

The post E-Comm commits to act on recommendations of Province’s independent review appeared first on E-Comm 9-1-1.

Last Halloween, E-Comm saw a 17% spike in 9-1-1 calls compared to a typical weeknight evening. With October 31^st falling on a Friday this year, even higher call volumes are anticipated.

“Halloween is always one of our busiest nights, so we’re asking everyone to help keep 9-1-1 lines free for real emergencies by using non-emergency numbers or online reporting for less urgent issues that don’t require immediate assistance from police, fire or ambulance,” says Carly Paice, E-Comm Communications Manager. “While first responders are busy on the ground, our call takers and dispatchers will be hard at work behind the scenes, connecting people with the help they need.”

E-Comm is preparing for a busy Halloween weekend by bringing in extra staff to help manage the anticipated spike in 9-1-1 calls.

The public play an essential role in helping us help, by learning when to call 9-1-1, understanding what to expect if you call, and knowing where to best direct less urgent situations through police non-emergency lines, online crime reporting, city services, or other resources.

How to make the right call this Halloween 

• Fireworks: To file a fireworks related complaint, first check the fireworks regulations in your area, and reach out to your area bylaw services or the police non-emergency line. Reports of fires, serious injuries, or an imminent public safety risk due to fireworks would be a 9-1-1 call.
• Halloween decorations: If you notice that your inflatable pumpkin or life-size skeleton have gone missing from your front porch, but there’s no culprit in sight, file a police report online or call the non-emergency line.
• Noisy parties: Direct noise complaints to your local city bylaw services during their business hours, or police non-emergency line after hours.
• Suspicious activity: Help deter break-ins and vandalism by locking your vehicles and keeping valuables out of sight. To report crime or suspicious activity in progress (ie. a stranger trying to open car doors) call 9-1-1. Property crime reports with time delays can be reported through your local police non-emergency line.
• Road safety: Drivers are reminded to practice extra caution on the road this Halloween. To report dangerous driving behaviour such as suspected impaired driving or a collision involving injuries that requires immediate attention from police, fire or ambulance, call 9-1-1. Minor car accidents with no injuries can be reported to ICBC directly.
• Know your location: The fastest way for our call takers to connect you with help in an emergency is to provide your location. While “the haunted house down the road” won’t help – an exact address will! Landmarks and cross streets can also help us find you quicker.
• Prevent pocket dials: Lock and store your devices carefully. E-Comm receives hundreds of accidental calls every day. If you do call 9-1-1 by mistake, stay on the line and let us know you are safe.

Additional resources

• For a full list of online crime reporting tools and non-emergency numbers, visit nonemergency.ca
• Learn more about calling 9-1-1: ecomm911.ca/911-dispatch/tips-and-info/

Want to learn more? Follow @ecomm911_info on Instagram and X for live-updates from our call takers from 7:00pm-11:00pm on Friday, Oct. 31. Stay safe and Happy Halloween!

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Media Assets

• Halloween Safety Tips – Social Media Graphics & Videos

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
media@ecomm911.ca

The post Make the Right Call this Halloween appeared first on E-Comm 9-1-1.

E-Comm has made enormous progress over the last eight years under Grüter-Andrew’s leadership. Highlights include:

• launch of the new enhanced Lower Mainland radio system in 2017;
• launch of E-Comm Vancouver Island communications centre in 2019;
• successfully navigating E-Comm through the challenging COVID-19 pandemic in 2020-21;
• adoption of a new Transformation Plan to transform staffing, systems and service-delivery in 2022;
• securing $90 million in funding from the Province for Next Generation 9-1-1 in 2023;
• achieving E-Comm’s best service-level results of the past decade in 2024.

As E-Comm is currently awaiting the report and recommendations of the Province’s independent review of the organization, the Board felt that the timing was appropriate for a change of leadership, to meet the challenges and opportunities ahead.

“I sincerely thank Oliver for all of his extraordinary leadership in leading us to where we are today,” said Kotani. “We are grateful for his vision, positivity, advocacy and the many improvements at E-Comm under his leadership.”

The Board is pleased to announce that Nancy Blair, Chief Transformation Officer, has been named interim CEO while a search for a new permanent CEO is underway. “I am grateful to Nancy for agreeing to serve as interim CEO,” said Kotani. “Among our top priorities as a Board are continuing to work towards a successful launch of NG9-1-1, and resuming development of a new financial and pricing model to provide greater predictability and fairness for our partners. At the same time we need to sustain our staffing and service level improvements in a way that’s affordable for our funders. Nancy is ideally positioned to lead this work, having developed and led E-Comm’s Transformation Plan improvements to date.”

The Board is committed to conducting an extensive search for a new CEO, and anticipates the process will take several months.

The post Oliver Grüter-Andrew departs E-Comm, Nancy Blair appointed interim CEO appeared first on E-Comm 9-1-1.

As families prepare for the back-to-school season, E-Comm is encouraging parents and caregivers to add one more important item to their checklist: teaching children how and when to call 9-1-1.

For many kids, a new school year can mean new routines—such as walking to and from school on their own for the first time, taking public transit, carpooling to games or practices, or using a mobile device or smart watch to stay connected. That’s why it’s essential for children to not only know how to dial 9-1-1, but also to understand that in any emergency, help is just a call away.

“It’s important for children to know that they are never alone. No matter what the emergency is, when you call 9-1-1, there will always be someone on the line who is ready to listen,” says Police Call Taker Laura Fiddler. “The moment you call, a calm and caring voice will answer, ready to get you the help that you need as quickly as possible.”

E-Comm’s Tips for Teaching Kids About 9-1-1

1. Explain when to call 9-1-1

   Use simple language to describe emergencies:

   • • If someone is badly hurt or very sick
     • If there is smoke or fire
     • If they feel unsafe or see a crime happening (like someone stealing or hurting someone)

2. Teach them how to call

   • Show them how to unlock the phone and dial 9-1-1
   • Let them know they can call from a cellphone, even if there’s no service or SIM card
   • If you have access to a landline in your home, teach them the difference between how to dial from a landline vs. a cell phone

3. Help them know what to say

   • When you first dial 9-1-1, an operator will say “do you need police, fire or ambulance” and “for what location”
   • Stay calm and speak clearly
   • Say what is happening, where they are, and who needs help
   • Follow instructions from the call taker and stay on the line until they say it’s okay to hang up

4. Make sure they know their location

   • Practice saying their city and home address, including apartment number and building entry code
   • Teach them how to look for landmarks or street signs if they’re away from home from school

5. Practice through role-playing

   • Go through different emergency scenarios without using a real phone
   • Help them understand what kinds of questions a 9-1-1 operator might ask

6. Explain the importance of using 9-1-1 responsibly

   • Let them know that 9-1-1 is only for real emergencies
   • Remember to lock and store their devices carefully. If they do call by mistake, encourage them to stay on the line and let the operator know that they are safe.
   • Making prank calls can stop someone else from getting the help they need

E-Comm also reminds parents that language should never be a barrier. Our call takers can access interpretation services in over 200 languages. Children should be reassured that if they need help, someone will be there to listen.

Emergencies can happen anytime, even when adults aren’t around. That’s why it’s so important to make sure your children know how to call 9-1-1 before they head back to school in September. Knowing how to call gives kids confidence, helps them act quickly when seconds matter, and reassures them that a calm, trained professional will always be there to send help.

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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
media@ecomm911.ca

The post Make 9-1-1 Education Part of Your Back-to-School Routine appeared first on E-Comm 9-1-1.

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
media@ecomm911.ca

The post E-Comm highlights emergency awareness ahead of the Celebration of Light appeared first on E-Comm 9-1-1.