For both Colton and Alex, the event carries deep personal meaning through the challenge.

From survivor to advocate

For Colton, Tour de Coast is far more than an event—it’s personal. At just four years old, Colton was diagnosed with Ewing’s Sarcoma, a rare bone cancer. What followed was a year of chemotherapy at BC Children’s Hospital, multiple misdiagnoses, and groundbreaking surgery to remove most of his left hip bone and sacrum to prevent recurrence.

Now, 25 years later and cancer-free, Colton says he feels a deep sense of gratitude. “I’m one of the only people in the world to have had that surgery. Every day is a reminder of how fortunate I am to still be here.”

Colton’s survivorship has shaped his passion for advocacy. He attended Camp Goodtimes in 2001, received the 2022 Terry Fox Gold Medal Award from SFU, and continues to share his story at events to raise awareness about childhood cancer.

This year, Colton will be part of the support crew, helping riders behind-the-scenes to make sure everything runs smoothly.

“Stepping into this role is outside of my comfort zone, but it’s important to me to connect with survivors, families, and first responders who are all part of this journey,” says Colton. “The support I’ve received has been overwhelming, and I’m so grateful. The funds raised will make a real difference for kids and families facing cancer.”

Building camaraderie on the road

As a fire call taker, Alex works closely with other first responders over the phone, but Tour de Coast offers a unique opportunity to connect in person and share an experience that unites everyone for a bigger cause.

That sense of camaraderie is what drew Alex to the event, but he also sees it as a personal challenge and a way to give back.

“It’s the trifecta for me: raising funds and awareness for childhood cancer research, pushing myself to ride 800 km across the coast, and being able to connect with partner agencies in person. To ride shoulder-to-shoulder with other first responders, all working toward the same goal, is really special. It reminds me that while we may play different roles, we’re all part of the same team.”

Over the past few months, Colton and Alex have been busy supporting the Tour de Coast in every way they can, by attending community events to raise awareness, volunteering at Camp Goodtimes and organizing fundraisers to help their team reach its goals.

Together, they show us that behind every uniform—and every call answered—are people dedicated to making a difference, both at work and far beyond it.

If you’d like to support Colton and Alex in their journey, donations can be made through the fundraising pages below:

Donation links

Colton Boreen’s Personal Page

Alexander Emeny Team

The post E-Comm Call Takers Take on Tour de Coast for Childhood Cancer appeared first on E-Comm 9-1-1.

Talana Watt Madu, a Police Call Taker with E-Comm and proud Maple Ridge resident, has been awarded the National Emergency Number Association (NENA) Gold Line Scholarship—one of only 11 Canadians to receive the honour this year, and the sole recipient from British Columbia.

The Gold Line Scholarship recognizes exceptional 9-1-1 telecommunicators, call takers, and dispatchers who demonstrate professional excellence and a commitment to growth through education.

The award gave Talana the chance to attend the NENA 2025 Conference & Expo in Long Beach, California, one of the largest gatherings of its kind in North America, bringing together public safety experts, technology innovators, and government leaders to share best practices and explore the latest advancements in the industry.

Talana first discovered her passion for helping others as a volunteer at the Crisis Centre BC, which led her to join E-Comm in 2022. Since then, she has taken on a variety of leadership roles and developed a strong commitment to peer coaching and mentorship.

“Receiving the Gold Line Scholarship was incredibly meaningful,” said Talana. “It validated my goals to keep learning and growing, and it reminded me that the work I do as a police call taker truly matters. I came home with new tools, ideas, and a renewed passion for supporting my colleagues.”

During the conference, Talana attended training sessions on mental health, mentorship, and wellness strategies, toured the Long Beach disaster preparedness centre, and connected with professionals from across Canada and the U.S. A standout moment for her was a keynote exercise led by author Suneel Gupta, which revealed the shared challenges faced by emergency communications professionals—and the solidarity that exists within the field.

“One of my biggest goals is to continue developing as a leader within E-Comm, regardless of title,” says Talana. “Whether it’s through coaching, mentoring or simply listening, I want to help build a strong, resilient team where people feel supported, equipped and valued.”

Talana has already begun sharing what she learned, posting stress-management tips and wellness reminders for her colleagues at E-Comm. Looking ahead, she hopes to inspire more Canadian representation among Gold Line Scholarship recipients in 2026.

Download Media Assets

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Know your location

If you are camping, travelling, hiking or spending time in an area that is new to you this long weekend, knowing your location is critical in case you need to call 9-1-1 in an emergency. An exact location is always best, but landmarks and cross streets will also help us find you.

Stay heat-safe

Heat warnings are currently in effect in parts of B.C. Prepare for extreme temperatures by staying hydrated, avoiding peak heat hours, and spending time in cool or air-conditioned spaces. For health-related questions, call 8-1-1 to speak with a registered nurse. If someone is in medical distress—such as showing signs of heat stroke, exhaustion, or severe dehydration—call 9-1-1 immediately.

For updates on heat warnings, follow EmergencyInfoBC.

Report wildfires

With ongoing drought and high temperatures, much of the province remains at high risk for wildfires—even in areas that recently saw rain. To report a wildfire, unattended campfire or burning violation, call 1-800-663-5555 or *5555 from a cellphone. Check current conditions at BCWildfire.ca

When to call 9-1-1

If you need urgent help from police, fire or ambulance, call 9-1-1 immediately.

Summer-related emergencies that require a call to 9-1-1 can include boating accidents, break-ins, injured hikers, impaired or dangerous drivers, missing children or seniors, motor vehicle collisions with serious injuries and heat-related medical issues such as heat stroke, exhaustion, or severe dehydration.

If you are ever unsure whether a situation is an emergency, we encourage you to err on the side of caution and call 9-1-1 so a call taker can determine what kind of help is needed.

Thank you for doing your part by planning ahead, staying alert and using 9-1-1 responsibly. Stay safe and enjoy the long weekend.

The post E-Comm shares safety tips ahead of the B.C. Day long weekend appeared first on E-Comm 9-1-1.

With the mercury set to rise this long weekend, E-Comm 9-1-1 is reminding the public to “Make the Right Call” – whether that be 9-1-1 in an emergency or through a number of other dedicated resources for less urgent situations.

In addition to seasonal hazards and climate related emergencies including flooding, wildfires and drought, warm weather typically drives increased calls for emergency services, with more people outdoors enjoying the sunshine at beaches, parks, patios and attractions.

During the summer months, E-Comm historically sees 9-1-1 call volumes rise by about 25—35% above the springtime average. To keep pace with the increased demand, E-Comm is adjusting staffing levels to align with anticipated increases during weekends, forecasted heat or weather patterns, and major events like Canada Day festivities.

“Whether staying close to home or traveling around B.C. this summer,  E-Comm’s team of dedicated call takers and dispatchers are here to help when you need it the most,” says Communications Manager Carly Paice.

“If it’s an emergency that requires immediate attendance from police, fire, or ambulance, please call 9-1-1 right away. By following the lead of call takers, who will ask a series of questions, you help us get the critical information emergency responders on the ground need as quickly as possible.”

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You may not often think about the people behind 9-1-1 until the moment you’re in crisis—but when that moment arrives, these individuals become the most important people in your life.

Who are these people, you ask? They are the team at E-Comm. Our call takers and dispatchers handle more than 5,600 calls a day, making a profound impact on the lives of British Columbians across the region.

As we observe Emergency Service Dispatchers and 9-1-1 Awareness Week from April 13-19, E-Comm is proud to highlight the first, first responders who work tirelessly behind the scenes to keep our communities safe.

Meet Keeleigh: 9-1-1 Queue Agent

When you dial 9-1-1, the first person you’ll speak to is a 9-1-1 Queue Agent like Keeleigh. Her 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 fast as possible.

What motivated you to pursue a career at E-Comm?

After working as a Bio-Recovery Technician (aka Crime Scene Cleaner) for a few years, I decided I wanted to move into a role as a first responder to help people who might be in crisis. I see this as one of my purposes in life and it motivates me to be the best person I can and treat those I encounter in my life with as much kindness as possible because everyone is fighting their own battles.

What is your #1 tip for someone calling 9-1-1?

Please be ready to tell us what agency “police, ambulance or fire” right away and the city or town you need help to.

Those are the details we need first to get you the help you need the fastest. I know it can be hard to focus on questions in times of stress, but please do your best to listen to us because we need certain details to get you the appropriate help the fastest.

For more tips on calling 9-1-1, visit www.ecomm911.ca/911-dispatch/tips-and-info/

Meet Mark: Police Call Taker

If your 9-1-1 call requires police assistance, Keeleigh will transfer you to a police call taker—that’s where Mark comes in. He’ll ask questions in a specific order to understand the situation and get the best information possible. Mark with get a police file started and send help on the way.

What do you find most rewarding about your role?

Regardless how stressful the calls get, knowing I have made someone’s day a bit easier because I was the calming voice on probably their worst day. While I’m not solving their issue, I know I’ve at least been a part of their solution.

What is one thing you wish people knew about your job?

How much dedication there is—we’re all here because we want to make an improvement in the place we live. Never have I met such devotion and care in one’s job than working here.

Meet Katherine: Police Dispatcher

While you’re on the line with a police call taker, they are simultaneously relaying information with police dispatcher like Katherine. She helps to coordinate police resources and serves as the point person between the call taker and the officers on the ground, relaying real-time information to direct police response and keep officers safe.

What do you find most rewarding about your role?

Being able to be that source of support and assistance for people on the most difficult day of their life. To be that calm voice on the other end of the line for someone in need. It is also incredibly rewarding to be the lifeline for police officers. I’m very proud of the work I do.

What is one thing you wish people knew about your job?

This job takes an incredible mental and physical toll on us. Though we don’t attend scenes like police, firefighters, or paramedics, the work we do affects us, sometimes in profound ways. 

Meet Sadie: Non-Emergency Call Taker

If you need to report a police matter that does not require an immediate response, you can call your local 10-digit non-emergency line and speak with dedicated non-emergency call taker like Sadie. She will collect all the necessary information to create a police file, or help to refer you to the right resource. Tip: you can find your local number at nonemergency.ca

What motivated you to pursue a career at E-Comm?

I pursued a career at E-Comm 911 at a time when they were introducing their first Non-Emergency only team. I was drawn to the role because it was a meaningful way to support the community but also a great effort in keeping emergency lines open for those who really needed it. It’s a rewarding way to make a difference for everyone, every day.

What is your #1 tip for someone calling the non-emergency line?

We receive many calls on our Non-Emergency lines and although we are happy to help, many policing agencies offer online crime reporting services that guide you through a series of questions to make a report rather than dialing in.  It’s a convenient and accessible way to support community safety while also saving time.

Meet Matt: Fire Call Taker

If response from a fire department is required, a 9-1-1 Queue Agent will transfer the call to a Fire Call Taker like Matt. He will confirm your location and work with a Fire Dispatcher to get help on the way.

What’s one thing you wish people knew about your job?

Something I wish people knew about Fire Dispatch is how varied the calls can be. A lot of people only imagine fire when they think of calling the Fire Department, but we deal with a varied list of emergencies, from rescues, emergency airplane landings, medical emergencies and much more. You can never predict what you’ll hear when you answer the phone.   

What is your #1 tip for someone calling 9-1-1?

The best tip I have for calling 9-1-1 is to be aware of where you are. We don’t always need an exact address if you don’t have it, but cross streets, store names, landmarks, anything we can use to send help to you is useful. Also answering our questions to the best of your ability, and it’s always better to say you don’t know than to assume. 

E-Comm is the first point of contact for 99% of 9-1-1 calls in B.C. and provides call-taking and dispatch services for over 70 police and fire agencies. When a call falls outside E-Comm’s service area, our 9-1-1 call-takers transfer it to the appropriate police or fire agency. Medical calls are transferred to BC Emergency Health Services for ambulance dispatch and medical call-taking.

Every one of our staff at E-Comm and emergency communications professionals across British Columbia play an essential role in ensuring that help arrives swiftly and efficiently when it’s needed the most. These are the unsung heroes who make our communities safer, and during Emergency Service Dispatchers and 9-1-1 Awareness Week, we take the time to recognize their unwavering dedication and the crucial work they do every day.

Next time you dial 9-1-1, remember that the person on the other end is not just answering a call—they’re part of a team committed to making your community safer, one call at a time.

The post 9-1-1: More Than Just a Number appeared first on E-Comm 9-1-1.

How the Scam Works

Scammers use technology to make it look like they are calling from a legitimate police non-emergency number. This tactic is designed to earn your trust and convince you to share sensitive information.

Remember: Police will never call you unexpectedly to request personal or financial information over the phone.

Tips for preventing caller ID scams

• Never provide personal details, such as your banking information, Social Insurance Number (SIN) or passwords, over the phone.
• If you are unsure, or something feels off, hang up immediately and call your local police non-emergency line to confirm. Visit nonemergency.ca to find your local 10-digit number.
  • Note: do not call back using any number provided to you by the caller.
• Do not be intimidated by any demands made by the caller. Police will never threaten, pressure or attempt to extort you if you do not comply with a caller’s demands.

What to do if you’ve been targeted

• If you believe you have been the victim of this scam and have shared personal identity information, financial information, and/or sent money, please report it to police by calling your local police non-emergency line.
• If you suspect your banking information has been compromised, contact your financial institution immediately. Additionally, notify Equifax to alert lenders that you may be a victim of fraud.
• If you have received a fraudulent phone call, but have not provided personal information or sent money, please contact the Canadian Anti-Fraud Centre by calling 1-888-495-8501.

Please share these tips with your loved ones.

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During the forum, E-Comm emphasized the critical role of reporting retail crimes. When incidents like theft, vandalism, or fraud are reported, businesses help provide valuable data that allows police agencies to direct patrols, track criminal activity, identify emerging trends, and take proactive steps to prevent future crimes.

How to report retail crime:

For crimes in progress, including retail theft, call 9-1-1. To report a crime with a time delay, call your local 10-digit non-emergency line, or file a police report online. A full directory of non-emergency numbers and crime reporting tools can be found at NonEmergency.ca.

Unsure who to call? Always err on the side of caution and call 9-1-1.

Reporting crime is faster than before:

We’ve made some significant improvements to our non-emergency service, which are aimed at creating a more positive experience for callers – and as a result, reporting crime is faster than before.

Key changes include a dedicated non-emergency call taking team, focused exclusively on handling non-emergency calls and any resulting reports. These skilled call takers also help relieve pressure on 9-1-1 operators and police emergency call takers during core hours.

An additional enhancement in the Lower Mainland is our new contact centre technology, Genesys. This interactive software provides non-emergency callers with estimated wait times, call-back options and the ability to receive their police file number by SMS text. For callers wishing to take advantage of these features, the best time to call is between 7 AM and 9 PM.

Since the launch of these new initiatives, we have seen vast improvements in our non-emergency service levels. Last year, our average time to answer a non-emergency call was two minutes – a 50% decrease from the previous year.

What to keep in mind when you witness crime:

We rely on you—the eyes and ears of the community—to provide critical information that helps keep everyone safe. Here are some important reminders when reporting retail crimes:

• Never intervene directly in a crime; your safety is the priority.
• Be an attentive and accurate witness, following the call taker’s instructions carefully.
• Do not place yourself at risk by attempting to apprehend suspects.
• Keep in mind that suspects may become hostile, aggressive, or combative when trying to escape.
• Remember, your health, safety, and well-being are far more important than any material loss.

The post How to Report Retail Crime appeared first on E-Comm 9-1-1.

To keep you informed and help ensure emergency services are there for those who need them most, we’ve compiled answers to some common winter safety questions.

1. Who should I call for information regarding snow removal on my street?

If you have questions regarding snow removal, 9-1-1 is not the right place to call. For information on snow removal routes and requirements, contact your local city services.

2. What should I do if there’s a power outage in my area?

If you experience a power outage due to ice, snow, or wind, please don’t call 9-1-1 for information. Instead, contact BC Hydro at 1-800-224-9376 or visit their website at bchydro.com to check for real-time outage updates.

3. Where can I find road conditions during winter storms?

For up-to-date information on road closures and winter driving routes, visit drivebc.ca or call 5-1-1. It’s always best to check road conditions before heading out.

4. When do winter tire and chain regulations apply?

Winter tire and chain regulations are in effect from October 1 to April 30. If you’re planning on driving, make sure your vehicle is equipped with proper tires and chains to stay safe on icy roads. You can check the Ministry of Transportation’s website for more details.

5. Should I call 9-1-1 if I’m in a minor collision or fender bender?

No, if you’re involved in a minor collision with no injuries, there’s no need to call 9-1-1. Instead, report the incident directly to ICBC. In the Lower Mainland, you can reach them at 604-520-8222 or 1-800-910-4222 toll-free. You can also report your claim online.

6. What if I need a tow during the winter?

If you need your vehicle towed, 9-1-1 is not the service for that request. Instead, reach out to BCAA or a local tow company for assistance. They’ll be able to help you get your vehicle safely off the road.

7. How can I stay safe when driving in winter conditions?

Winter driving can be dangerous due to snow and ice. Here are a few tips to stay safe:

• Reduce your speed to give yourself more time to react on slippery roads
• Maintain a safe distance from other vehicles and pedestrians to avoid accidents
• Ensure your vehicle is ready for winter conditions, including proper tires, windshield wipers, and antifreeze levels

8. What should I include in my winter emergency kit?

It’s always a good idea to be prepared for the unexpected. Keep an emergency kit in your vehicle with items like:

• Flashlights, blankets, and warm clothing
• Non-perishable snacks and water
• A first-aid kit
• Sand, salt, or kitty litter to improve traction if you get stuck

9. When should I call 9-1-1?

9-1-1 should only be used for true emergencies. If you need immediate assistance from police, fire, or medical services, don’t hesitate to call. Whether it’s winter or summer, our team is available 24/7 to ensure that you get the help you need in an emergency.

Winter weather can present many challenges, but by being prepared and informed, you can help keep yourself and others safe. And remember, always reserve 9-1-1 for emergencies—our team is ready to assist you no matter the weather.

Stay safe, stay warm, and enjoy the winter season!

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E-Comm Call Takers enjoy visits with HERO DAWG Skylar.

Of all the visitors to the E-Comm Operations floor in Vancouver, there are two in particular that always generate a big reaction.

“It brings the energy up just automatically,” said Police Call Taker Julia Andrews. “I think everyone loves to see them.”

The popular pair wander the aisles, taking time to greet 9-1-1 operators, emergency call takers, and dispatchers as they make their way around the room. On a recent visit, both wore matching blue bandanas emblazoned with their organization’s name: HERO DAWGS Pet Therapy Society.

“It’s just uplifting for sure,” remarked Police Call Taker Nathan Lal. “I think everybody immediately smiles knowing what’s coming.”

E-Comm staff have gotten to know two of the HERO DAWGS quite well; sweet-natured Golden Retriever Skylar and bubbly Bernese Mountain dog Brinkley have become regular visitors as one of several health and wellness initiatives for employees.  Faces visibly light up when the dogs appear, and chairs quickly swivel around so people can deliver pats, ear scratches and cuddles to the canine companions.

“It makes a large impact on our day,” said Non-Emergency Call Taker Jessica Sutherland. “They bring so much joy into the room.”

The pet therapy visits are offered to E-Comm employees through partnerships with HERO DAWGS in the Lower Mainland, and the Pacific Animal Therapy Society (PATS) on Vancouver Island. Physical and mental health support options are a priority for E-Comm, as call takers and dispatchers experience intense and challenging calls throughout their daily work while guiding the public and first responders in emergency situations.

HERO DAWGS Bernese Mountain dog Brinkley loves making the rounds on the Operations floor.

HERO DAWGS Founder and Executive Director Carey McBeth says the canine visits provide a “paws” from the pressure.

“Whoever’s not on a call, basically we ask them would you care for a visit from the dog,” said McBeth. “Just stroking a dog can lower your blood pressure, and increase those feel-good hormones and decrease the cortisol, so it doesn’t take a long period of time to make an impact.”

McBeth says HERO DAWGS specializes in supporting first responders and health care workers, particularly in critical care settings, and they feel “honoured and fortunate” to be working with E-Comm staff.

“I am a proud citizen of the Squamish Nation, and when I started HERO DAWGS I started with my dog and my family dogs and that’s something that’s very important to me,” McBeth said, and added she visits E-Comm with her father, an Indigenous elder. “We’re so proud of that and to be able to heal through the power of pets.”

At E-Comm’s Vancouver Island facility, volunteers with the Pacific Animal Therapy Society bring their four-legged friends to visit call takers during their busy workday.

PATS Board member and former Program Manager Marina Haden says along with E-Comm, their volunteers primarily visit hospitals, long-term care facilities, and post-secondary schools.

Dogs with the Pacific Animal Therapy Society (PATS) spend time with E-Comm staff on Vancouver Island.

“When we’re doing regular visits in a facility like we do with E-Comm, it becomes not just about people getting introduced to the dogs but people forming a community around the dogs,” Haden said. “When people can connect with the animals, that’s beautiful, and when people can connect with other people, that’s beautiful. It just becomes this moment in the day when people are connected to each other, and they have a moment of stress relief, and I think that can be really impactful.”

Police Dispatcher and Acting Supervisor Trevor Travis said the volunteer visits are eagerly anticipated by staff on the Island.

“Once in the building, a one-on-one with the dogs gives everyone an opportunity to ‘just be’ for a moment,” he said. “In a career ruled by emergency, a precious puppy kiss that stops time means everything.”

Haden said the connections being built with staff at E-Comm’s Island facility are evident, with the same PATS volunteers signing up for repeat visits.

“I’m really appreciative of E-Comm trusting us and welcoming us into your space and making our volunteers feel so welcome,” she said. “It’s a privilege on both sides of the equation.”

Both PATS and HERO DAWGS assess prospective volunteer animals to determine their comfort level in a variety of different environments. McBeth said HERO DAWGS is hoping to expand the support services it offers in the future, so more front-line and emergency workers can experience the same type of joy on display at E-Comm’s facilities when Skylar and Brinkley make their rounds.

“We need to take care of those who take care of us,” McBeth said.  “That’s what the HERO DAWGS are here for. Take care of our heroes.”

Learn more about the work of HERO DAWGS and PATS.

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E-Comm Police Call Taker Laura Rincon sings the Canadian anthem on stage at the NENA conference.

In her role as an E-Comm call taker, Laura Rincon regularly uses her voice to help people when they call the police. After winning a scholarship to attend the National Emergency Number Association (NENA) conference in Florida this summer, she was offered an opportunity to use her voice in another way: representing Canada by singing the national anthem on stage!

“I have to say it was a fantastic experience singing O Canada in front of 2000 people at the opening ceremony,” Rincon said of the unexpected invitation to perform. “It will be forever ingrained in my memory.”

Rincon successfully applied for a Gold Line Telecommunicator Continuing Education Scholarship through NENA and received complimentary registration for the conference as well as travel funds.  The scholarships are open to any telecommunicator, call taker, or dispatcher with at least one year of experience who is in good standing with their current employer. Rincon said when she found out she had won, she was “ecstatic”.

Rincon was one of the Gold Line scholarship recipients at the NENA conference in Florida.

“To receive the scholarship, I had to write essay questions about how I got into the field, why I wanted to attend the conference, and how I would bring back what I learned to my call center,” she said. “I had not let myself get too excited, but when the email popped up on my screen, I had to call my parents right away to tell them the fantastic news!”.

The conference was held in Kissimmee, Florida (just south of Orlando) from June 28^th to July 3^rd. Rincon said there were many highlights, including networking with people from other regions and countries, and learning more about advancements in 9-1-1 technology.

Rincon fully enjoyed her conference experience, and is encouraging others to apply for similar opportunities.

“I learned so much valuable information about handling callers, different call types, peer support, technological changes, and center management,” she said. “Being able to experience all of the new Next Generation 9-1-1 available technology opened my eyes to the endless possibilities of the future.”

Rincon started her career at E-Comm in our student program and has been working as a call taker for two and a half years.  She will graduate from Simon Fraser University this summer with a double major in Criminology and Political Science and hopes to work as a police dispatcher in the future. She is encouraging others in her field to consider applying for available scholarships to attend conferences like the NENA event.

“I recommend that everyone take a leap to learn new things and not be afraid to leave their comfort zone! I flew to Florida alone and made connections that would last me a lifetime, and I got a better sense of community and support for emergency telecommunicators worldwide,” Rincon said. “I had one of the most amazing experiences of my life.”

Interested in a career at E-Comm? Click here to learn more!

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