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.”

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

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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.

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