Recruitment Process

9-1-1 Emergency/Non-Emergency Call Taker Recruitment Process

Pre-Screening and Assessment

60 minutes

All applicants submit an online application including their contact information and resume. Once they have filled out the application, they need to complete a pre-screening questionnaire. This is a short questionnaire to assist in determining your eligibility to apply (please see our full list of skills and qualification requirements before applying).

Following the pre-screening, applicants who are eligible to move forward in the recruitment process will be emailed a link to complete a personality and aptitude assessment through an online tool called TalentClick.

Video Interview

< 60 minutes

Applicants self-record themselves answering a set of pre-determined questions used to assess their critical thinking skills with mock scenarios, their level of knowledge surrounding shift work and E-Comm as an organization.

Recruitment Testing Session

90 minutes

The Recruitment Testing Session (RTS) is conducted through the CritiCall online test platform. This testing gives applicants a glimpse into the role of the 9-1-1 call taker and is a great way to evaluate specific core competencies—for instance, call takers are required to type at a minimum speed of 44 WPM. Applicants have 90 minutes to complete the testing and must pass all modules to be considered for a position as a 9-1-1 call taker.

Please note: a computer with video and audio capabilities as well as a high-speed internet connection is required to complete RTS


60 minutes

Pending an overall evaluation of the application up to this step, applicants will be invited to a panel interview with Operations leadership and Human Resources. Applicants will be asked scenario and behavioural questions with consideration for the applicant’s motivation, interpersonal skills, communication skills and problem-solving abilities.

Applicants who pass this step of the process will receive a conditional offer, dependent on reference checks and security clearance.

Reference Check and Audiogram

Reference checks play a vital role in the application evaluation process. Applicants are asked to submit three  references from direct managers and/or supervisors. They will remain informed about the status of their references during this process.

All applicants must also complete an audiogram to be considered for employment. An audiogram is a bilateral hearing test to evaluate the applicant’s hearing range (with or without hearing aids, if required). This test can be completed in tandem with the reference checks.

Security Clearance

All applicants are required to obtain a Vancouver Police Department (VPD) Enhanced Security Clearance, facilitated by E-Comm and administered through the VPD.

Applicants will participate in an interview with VPD that will question past employment, education, associates, finances, drugs and alcohol use and criminal activity over the past 10 years.

Please note: as the security clearances are administered through the VPD, applicants may be required to travel to Vancouver to complete their security clearance interview.



Successful applicants will undergo a paid training program that involves a blended learning style (in-class, e-learning, on-the-job).

Applicants must complete all exams and assessments during the training program and nine-month probationary period in order to be graduated to a 9-1-1 Call Taker.

Visit the Training page for more information on the training process.