VANCOUVER, BC – Emergency Communications Professionals of BC (“ECPBC”), representing over 700 9-1-1 operators, dispatchers, and support staff, have submitted a series of recommendations to the 2026 provincial budget consultation process calling for actions that are critical to improving the province’s emergency communications system.
ECPBC’s recommendations focus on three core priorities: establishing reliable provincial funding, enhancing provincial oversight and accountability, and expanding mental health supports for callers in crisis.
“Our members are the calm voice in the midst of chaos—the first of the first responders,” said Donald Grant, President of ECPBC. “British Columbians deserve a 9-1-1 service that is reliable, responsive, and equipped to meet today’s growing demands.”
Key Recommendations:
- Reliable and Dedicated Provincial Funding
The current 9-1-1 funding model in B.C.—based on municipal contracts and landline fees—is outdated. With only 17% of calls now coming from landlines, local governments are struggling to keep up with rising costs. At the same time, in 2024, over 40,000 emergency calls were not answered within the critical five-second window, and demands on staff have resulted in at least one operator working an 18-hour shift.
“We believe a 9-1-1 system where no one waits on hold is not just a vision—it’s achievable. But it will take leadership, long-term investment, and a coordinated provincial approach,” said Grant.
Reliable funding is also critical for preparing for large-scale disasters—floods, heat waves, earthquakes— and the pending transition to Next Generation 9-1-1, which will allow people to contact emergency services using text, images, and video. This new technology promises enhanced service but will also bring added complexity and cost. Committed provincial funding will help to ensure a successful transition to this technology without gaps in service.
- Stronger Provincial Oversight and Accountability
A 2024 Deloitte report commissioned by E-Comm Emergency Communications for BC Inc. (“E-Comm”) notes that E-Comm’s governance model has “resulted in various challenges for the Board in its directors’ understanding the complexities of the business model, providing effective oversight, approving and supporting the necessary capital investments required, and holding management accountable to key financial and performance metrics.”
“There have been enough reports,” said Grant. “Now we need action—clear standards, better transparency, and a provincial body empowered to enforce improvements.”
- Better Integration of Mental Health Support in 9-1-1 Responses
With one in five British Columbians facing a mental health challenge each year, emergency communications professionals must be equipped and supported to respond. A 2022 report by the Special Committee on Reforming the Police Act called for a continuum of mental health care—including integration into 9-1-1 systems.
With proper funding and planning, emergency communication professionals can play a greater role in connecting callers to mental health supports, reducing strain on police and improving outcomes for people in crisis.
Moving Forward
Earlier this year, the Minister of Public Safety and Solicitor General announced a review into E-Comm’s governance, finances, and operations. ECPBC strongly support this review but feels the budget process is also an opportunity to make recommendations aimed at building a 9-1-1 system that works for everyone—no matter the time, place, or emergency.
About Emergency Communications Professionals of British Columbia:
CUPE 8911, the Emergency Communications Professionals of BC, represents more than seven hundred 9-1-1 operators, call takers, dispatchers, IT, and support professionals employed by E-Comm. With worksites in Vancouver, Burnaby, and Saanich, members provide 99% of the initial 9-1-1 call answer for the province, and answer, triage, dispatch and update emergency calls for 33 police agencies and 40 fire departments across the province.