Who you gonna call when emergency strikes? 9-1-1 of course. And who's going to pay for this essential service? Effective April 1, we in Sooke must pay our share to the tune of what amounts to a 3.5% tax increase once a full year of billings kick in next year. Ouch, especially given that this is a first-time cost for the municipality. Previously and traditionally, 9-1-1 costs have been covered by Ottawa (30%) and the Province (70%).
Seemingly another classic download of senior government costs onto local taxpayers. The Province, however, argues that, under the Provincial Municipal Police Unit Agreements and the Provincial Policing Service Agreement, local governments are wholly responsible for 9-1-1 services.
Impacted South Island mayors are riled. As much as they appreciate the critical work, unquestioned professionalism and essential nature of the emergency call service, they reached a breaking point yesterday and sent a letter to Premier Eby stating that "we will not sign the E-Comm agreements or make any payments to E-Comm." This because of their "profound frustration and disappointment with the Province's refusal to delay the implementation of police dispatch costs to our communities' taxpayers."
This letter follows at least five years of lobbying, advocacy meetings and a welcomed but finite three-year deferral on costs (aka "transitional funding") that ends on April 1. Most recently the Mayors wrote Eby in late January this year seeking the following commitments, all replicated in their March 7 correspondence:
1. Maintain 100% transitional funding until the E-Comm review is complete and actionable solutions are implemented.
2. Address the funding inequity between South Island municipalities and other jurisdictions, ensuring consistent and fair treatment across B.C.
3. Introduce a telecommunications levy to offset 9-1-1 dispatch costs and align with funding models in other provinces.
4. Engage in meaningful consultation with our 10 South Island municipalities on this issue.
Solicitor General Gary Begg replied on Feb . 20 with a firm no. He notes that under the Provincial Municipal Police Unit Agreements and the Provincial Policing Service Agreement, local governments are responsible for 9-1-1 services and hence this is not another download.
.<clip> "In accordance with the terms of your Municipal Policing Unit Agreements, your communities must assume responsibility for all police dispatch costs. I also encourage you to finalize and sign your service agreements with E-Comm as soon as possible." In the meantime, "an independent review and investigation into the governance, financial and operational effectiveness of E-Comm and 9-11 service provision in the province" began in December. When complete it will include future funding recommendations that may deliver relief.
The 10 local governments are Colwood, Duncan, Ladysmith, Langford, Metchosin, North Cowichan, North Saanich, Sidney, Sooke and View Royal. All face significant tax hikes this year in paying for area 9-1-1 service based out of the South Island 9-1-1 Police Dispatch Centre that opened in Saanich in March, 2019. In Sooke's draft 2025 budget, E-Comm is pencilled in at $254,927 -- or a 2.5% tax increase. That's to cover the nine-month period after charges begin on April 1. A full year next year takes the price tag to near $325k.
A 2021 UBCM resolution asking the Province to introduce a levy on cell phone bills so as to underwrite 9-1-1 service. In response, the Solicitor General of the day wrote: "Ministry staff will undertake further work to explore funding mechanisms to support 9-1-1 services, such as the establishment of a call answer levy on wireless phones and, in recognition that this is a cross-ministry issue, will work with colleagues at the Ministry of Municipal Affairs ... 9-1-1 is an optional service and is delegated to municipalities. The communities have an option to use E-Comm or provide an alternate service."
E-Comm 9-1-1 President and CEO Oliver Grüter-Andrew is an invited guest of Sooke council on Monday night, and so I'm preparing this explainer as necessary homework. Cllr. McMath, a 9-1-1 employee herself, asked that this invite be sent and so we're counting on her to be present in leading the questions with her unique perspective. I'm confident we'll treat the messenger kindly and not shoot him given that the costing decisions are entirely down to decisions made the Province through the Ministry of Public Safety and Solicitor General.
Starter
This definitive Jan. 30 Capital Daily story by Sidney Coles.
E-Comm 9-1-1
Website
"E-Comm is the dispatch partner of more than 70 police and fire agencies. It owns and operates the largest multi-jurisdictional radio network of its kind in British Columbia, allowing first responders to communicate their essential messages effectively and securely. It provides a variety of secure, mission-critical technology services that support its own operations and those of its public safety partners."t + Public Education FAQ
Public Safety Answering Point
"A call centre responsible for answering calls to 9-1-1 for police, firefighting, and ambulance services. The PSAP has trained 9-1-1 operators that are responsible for dispatching the appropriate emergency services or transferring calls to the appropriate emergency response agency for the dispatch of services." (CRTC)
Statistics
E-Comm is responsible for 99 per cent of the province’s 9-1-1 call volume. In 2024, E-Comm’s provincial 9-1-1 call volume was 2,049,856 calls. Of the 9-1-1 calls E-Comm directs to emergency services:
Legislation - E-Comm was established in 1997 through the BC Emergency Communications Corporations Act
Strategic Plan (2025) + PDF
"As an organization built literally from the ground up, E-Comm has achieved many milestones in the course of our 20 years of service. We have shown we can save lives and protect property through helping 9-1-1 callers and supporting our first responder partners. We have become leaders in emergency communications through our new digital radio system and other technical innovations. This leadership is grounded in our smart, capable people and their ongoing collaboration with our many partners, whom we respect and value. The dedication of those who work in emergency services cannot be overstated."
Transformation Plan + 2024 update (released Feb. 28, 2025)
Highlights
* 98% of 9-1-1 calls in 2024 were answered in 5 seconds or less, the best service level since 2016.
* On behalf of the police agencies it serves, E-Comm exceeded service level targets for police emergency calls in the Lower Mainland, answering 90% of police emergency calls within 10 seconds and 91% on Vancouver Island.
* E-Comm also exceeded its service level for fire emergency, answering 94% of fire emergency calls within 15 seconds.
* 80% of police non-emergency calls for Lower Mainland police agencies E-Comm serves were answered within 3 minutes or less (up from 63% in 2023 and 44% in 2022).
Short-Term Priorities
* Open and develop the Vancouver Island Operating Centre. Establish a second operating centre in the Lower Mainland to enhance overall operational resilience, including during a disaster."
* Next Generation 9-1-1 Implementation: Deploy the technology upgrades associated with Next Generation 9-1-1. Review call-taking and dispatch practices at E-Comm. Provide province-wide thought leadership and change management to ensure a smooth transition to Next Generation 9-1-1."
NG911
The new system – called Next Generation 9-1-1 – replaces decades-old analog technology in emergency communication centres with a digital network, allowing dispatchers to get to urgent calls faster and laying the groundwork for receiving texts, photos, and videos from callers in the future. (Global News)
- About NextGen 911
- CRTC role and oversight
- NextGen 911 Backgrounder (Association of Public-Safety Communicators of Canada)
- Updated timeline to March 2027 for NG911 implementation (CRTC decision, Feb. 28, 2025)
"Telecommunications Service Providers have made the necessary upgrades and are prepared to move to NG9-1-1. However, the Commission has heard that most provincial, territorial, and municipal emergency service organizations will not be able to make the necessary upgrades in time.Accordingly, a majority of interveners in this proceeding have asked the Commission to extend the deadline to transition to NG9-1-1. These interveners include key 9-1-1 stakeholders, such as the Canadian Association of Chiefs of Police, the Canadian Association of Fire Chiefs, and the Paramedic Chiefs of Canada. These interveners noted that unless the deadline is extended, Canadians in areas that have not transitioned to NG9-1-1 could lose access to 9-1-1 when existing networks are decommissioned. This would cause an unacceptable risk to public safety."
Province of BC Investment
- Investment in 911 Network Supports Safer Communities (BC funding announcement, March 1, 2023)
"E-Comm, which handles 99% of B.C.’s 911 call volume, is leading Next Generation 911’s implementation in most B.C. municipalities. Pending approval by the legislative assembly, the Province’s $150-million investment will help offset local governments’ costs for transitioning to Next Generation 911 and be divided into two parts: $90 million will be provided to E-Comm for technological upgrades; and $60 million will be provided to the Union of BC Municipalities (UBCM) to defray costs, such as staffing, training and quality assurance.
South Island Call Centres
E-Comm 9-1-1 South Island Call Centre
- opened on March 5, 2019
- serves the Victoria, Saanich, Central Saanich and Oak Bay police departments as well as 11 RCMP detachments in CentralSouthern Vancouver Island, namely: Integrated Roadside Safety Unit, Ladysmith, Lake Cowichan, North Cowichan/Duncan, Outer Gulf Islands (includes Pender, Galiano and Mayne), Salt Spring Island, Shawnigan Lake, Sidney/North Saanich, Sooke, South Island Traffic Services, West Shore (includes City of Langford, City of Colwood, Town of View Royal, District of Metchosin, District of Highlands, Songhees First Nation and Esquimalt First Nation).
- calls for fire and ambulance are re-routed
- At Saanich's BC 9-1-1 Centre, 'first-first responders' ready for anything (Times Colonist, Jan. 6, 2025)
"The South Island 911 Police Dispatch Centre has 110 staff who handled about 100,000 police emergency calls and 160,000 non-emergency calls in 2024 alone. Since the $13.1-million facility was built by the Capital Regional District in October 2017 — and local police agencies consolidated their dispatching and emergency calls there — more than 1.4 million calls have come through" “We are often referred to as the first, first-responders,” operator Kuzi Mujakachi said. “Every second counts so we are trained thoroughly to navigate every situation and every call, whether it is de-escalating someone on the phone who is screaming to listening into the background noises and seeing what we can determine from this call, the nature of it, just from the audio that we’re hearing.” It is about being firm and compassionate at the same time, and getting the reason for the call and an address as quickly as possible to send help, she said.
Vancouver Island Emergency Dispatch Centre, Langford
BC Emergency Health Services oversight ... BC Ambulance Dispatch Centre
Serving all of Vancouver Island, Powell River and the surrounding Gulf Islands, the Vancouver Island Dispatch Operations Centre in Langford receives on average 250-300 emergency calls per day.
- Clinical Response Model
Miscellaneous
- Future Sooke taxpayer cost: Vancouver Island Integrated Major Crime Unit (VIIMCU). Implementation date TBD with Sooke responsible for the costs (though Mayor Tait and council have repeatedly lobbied the Solicitor General for relief or a break of some kind.) Initial estimate is $350k per year, i.e. a 3% tax hike likely to start in 2026. Joining VIIMCU is an insurance policy of sorts that protects Sooke from one-time, usually six-figure investigation costs associated with murders and other major crimes.
- Emergency Communications Service Public Emergency Delivery (Ministry of Justice, 2015)
Funding Questions
- How does local government in your community currently fund 911 PSAP?
- Will local governments be able to fund these and enhanced services such as NG911 in the future?
- What funding model options exist and would be successful? Why or why not?
- With respect to existing funding for emergency communications, what works well, needs improvement, or could be done differently?
- 911 Central Island: Study of Call Taking Alternatives (2015)
- North Island 9-1-1
The Public Safety Answering Point (PSAP) answers all 9-1-1 calls. PSAP is handled by E-Comm in Vancouver. The North Island 9-1-1 Corporation has an agreement with E-Comm to perform this function. E-Comm provides PSAP 9-1-1 call answering for the North Island 9-1-1 Corporation, the Metro Vancouver region and 25 other regional districts in B.C. E-Comm also provides dispatch services for 36 police and fire departments."
Images
- E-Comm 911 Strategic Plan Priorities
- Ministry of Health Standardized Hospital Colour Codes policy (2011)
Seemingly another classic download of senior government costs onto local taxpayers. The Province, however, argues that, under the Provincial Municipal Police Unit Agreements and the Provincial Policing Service Agreement, local governments are wholly responsible for 9-1-1 services.
Impacted South Island mayors are riled. As much as they appreciate the critical work, unquestioned professionalism and essential nature of the emergency call service, they reached a breaking point yesterday and sent a letter to Premier Eby stating that "we will not sign the E-Comm agreements or make any payments to E-Comm." This because of their "profound frustration and disappointment with the Province's refusal to delay the implementation of police dispatch costs to our communities' taxpayers."
This letter follows at least five years of lobbying, advocacy meetings and a welcomed but finite three-year deferral on costs (aka "transitional funding") that ends on April 1. Most recently the Mayors wrote Eby in late January this year seeking the following commitments, all replicated in their March 7 correspondence:
1. Maintain 100% transitional funding until the E-Comm review is complete and actionable solutions are implemented.
2. Address the funding inequity between South Island municipalities and other jurisdictions, ensuring consistent and fair treatment across B.C.
3. Introduce a telecommunications levy to offset 9-1-1 dispatch costs and align with funding models in other provinces.
4. Engage in meaningful consultation with our 10 South Island municipalities on this issue.
Solicitor General Gary Begg replied on Feb . 20 with a firm no. He notes that under the Provincial Municipal Police Unit Agreements and the Provincial Policing Service Agreement, local governments are responsible for 9-1-1 services and hence this is not another download.
.<clip> "In accordance with the terms of your Municipal Policing Unit Agreements, your communities must assume responsibility for all police dispatch costs. I also encourage you to finalize and sign your service agreements with E-Comm as soon as possible." In the meantime, "an independent review and investigation into the governance, financial and operational effectiveness of E-Comm and 9-11 service provision in the province" began in December. When complete it will include future funding recommendations that may deliver relief.
The 10 local governments are Colwood, Duncan, Ladysmith, Langford, Metchosin, North Cowichan, North Saanich, Sidney, Sooke and View Royal. All face significant tax hikes this year in paying for area 9-1-1 service based out of the South Island 9-1-1 Police Dispatch Centre that opened in Saanich in March, 2019. In Sooke's draft 2025 budget, E-Comm is pencilled in at $254,927 -- or a 2.5% tax increase. That's to cover the nine-month period after charges begin on April 1. A full year next year takes the price tag to near $325k.
A 2021 UBCM resolution asking the Province to introduce a levy on cell phone bills so as to underwrite 9-1-1 service. In response, the Solicitor General of the day wrote: "Ministry staff will undertake further work to explore funding mechanisms to support 9-1-1 services, such as the establishment of a call answer levy on wireless phones and, in recognition that this is a cross-ministry issue, will work with colleagues at the Ministry of Municipal Affairs ... 9-1-1 is an optional service and is delegated to municipalities. The communities have an option to use E-Comm or provide an alternate service."
E-Comm 9-1-1 President and CEO Oliver Grüter-Andrew is an invited guest of Sooke council on Monday night, and so I'm preparing this explainer as necessary homework. Cllr. McMath, a 9-1-1 employee herself, asked that this invite be sent and so we're counting on her to be present in leading the questions with her unique perspective. I'm confident we'll treat the messenger kindly and not shoot him given that the costing decisions are entirely down to decisions made the Province through the Ministry of Public Safety and Solicitor General.
Starter
This definitive Jan. 30 Capital Daily story by Sidney Coles.
E-Comm 9-1-1
Website
"E-Comm is the dispatch partner of more than 70 police and fire agencies. It owns and operates the largest multi-jurisdictional radio network of its kind in British Columbia, allowing first responders to communicate their essential messages effectively and securely. It provides a variety of secure, mission-critical technology services that support its own operations and those of its public safety partners."t + Public Education FAQ
Public Safety Answering Point
"A call centre responsible for answering calls to 9-1-1 for police, firefighting, and ambulance services. The PSAP has trained 9-1-1 operators that are responsible for dispatching the appropriate emergency services or transferring calls to the appropriate emergency response agency for the dispatch of services." (CRTC)
Statistics
E-Comm is responsible for 99 per cent of the province’s 9-1-1 call volume. In 2024, E-Comm’s provincial 9-1-1 call volume was 2,049,856 calls. Of the 9-1-1 calls E-Comm directs to emergency services:
- 58 per cent of calls were for police
- 35 per cent of calls were for ambulance
- 7 per cent of calls were for fire
Legislation - E-Comm was established in 1997 through the BC Emergency Communications Corporations Act
Strategic Plan (2025) + PDF
"As an organization built literally from the ground up, E-Comm has achieved many milestones in the course of our 20 years of service. We have shown we can save lives and protect property through helping 9-1-1 callers and supporting our first responder partners. We have become leaders in emergency communications through our new digital radio system and other technical innovations. This leadership is grounded in our smart, capable people and their ongoing collaboration with our many partners, whom we respect and value. The dedication of those who work in emergency services cannot be overstated."
Transformation Plan + 2024 update (released Feb. 28, 2025)
Highlights
* 98% of 9-1-1 calls in 2024 were answered in 5 seconds or less, the best service level since 2016.
* On behalf of the police agencies it serves, E-Comm exceeded service level targets for police emergency calls in the Lower Mainland, answering 90% of police emergency calls within 10 seconds and 91% on Vancouver Island.
* E-Comm also exceeded its service level for fire emergency, answering 94% of fire emergency calls within 15 seconds.
* 80% of police non-emergency calls for Lower Mainland police agencies E-Comm serves were answered within 3 minutes or less (up from 63% in 2023 and 44% in 2022).
Short-Term Priorities
* Open and develop the Vancouver Island Operating Centre. Establish a second operating centre in the Lower Mainland to enhance overall operational resilience, including during a disaster."
* Next Generation 9-1-1 Implementation: Deploy the technology upgrades associated with Next Generation 9-1-1. Review call-taking and dispatch practices at E-Comm. Provide province-wide thought leadership and change management to ensure a smooth transition to Next Generation 9-1-1."
NG911
The new system – called Next Generation 9-1-1 – replaces decades-old analog technology in emergency communication centres with a digital network, allowing dispatchers to get to urgent calls faster and laying the groundwork for receiving texts, photos, and videos from callers in the future. (Global News)
- About NextGen 911
- CRTC role and oversight
- NextGen 911 Backgrounder (Association of Public-Safety Communicators of Canada)
- Updated timeline to March 2027 for NG911 implementation (CRTC decision, Feb. 28, 2025)
"Telecommunications Service Providers have made the necessary upgrades and are prepared to move to NG9-1-1. However, the Commission has heard that most provincial, territorial, and municipal emergency service organizations will not be able to make the necessary upgrades in time.Accordingly, a majority of interveners in this proceeding have asked the Commission to extend the deadline to transition to NG9-1-1. These interveners include key 9-1-1 stakeholders, such as the Canadian Association of Chiefs of Police, the Canadian Association of Fire Chiefs, and the Paramedic Chiefs of Canada. These interveners noted that unless the deadline is extended, Canadians in areas that have not transitioned to NG9-1-1 could lose access to 9-1-1 when existing networks are decommissioned. This would cause an unacceptable risk to public safety."
Province of BC Investment
- Investment in 911 Network Supports Safer Communities (BC funding announcement, March 1, 2023)
"E-Comm, which handles 99% of B.C.’s 911 call volume, is leading Next Generation 911’s implementation in most B.C. municipalities. Pending approval by the legislative assembly, the Province’s $150-million investment will help offset local governments’ costs for transitioning to Next Generation 911 and be divided into two parts: $90 million will be provided to E-Comm for technological upgrades; and $60 million will be provided to the Union of BC Municipalities (UBCM) to defray costs, such as staffing, training and quality assurance.
South Island Call Centres
E-Comm 9-1-1 South Island Call Centre
- opened on March 5, 2019
- serves the Victoria, Saanich, Central Saanich and Oak Bay police departments as well as 11 RCMP detachments in CentralSouthern Vancouver Island, namely: Integrated Roadside Safety Unit, Ladysmith, Lake Cowichan, North Cowichan/Duncan, Outer Gulf Islands (includes Pender, Galiano and Mayne), Salt Spring Island, Shawnigan Lake, Sidney/North Saanich, Sooke, South Island Traffic Services, West Shore (includes City of Langford, City of Colwood, Town of View Royal, District of Metchosin, District of Highlands, Songhees First Nation and Esquimalt First Nation).
- calls for fire and ambulance are re-routed
- At Saanich's BC 9-1-1 Centre, 'first-first responders' ready for anything (Times Colonist, Jan. 6, 2025)
"The South Island 911 Police Dispatch Centre has 110 staff who handled about 100,000 police emergency calls and 160,000 non-emergency calls in 2024 alone. Since the $13.1-million facility was built by the Capital Regional District in October 2017 — and local police agencies consolidated their dispatching and emergency calls there — more than 1.4 million calls have come through" “We are often referred to as the first, first-responders,” operator Kuzi Mujakachi said. “Every second counts so we are trained thoroughly to navigate every situation and every call, whether it is de-escalating someone on the phone who is screaming to listening into the background noises and seeing what we can determine from this call, the nature of it, just from the audio that we’re hearing.” It is about being firm and compassionate at the same time, and getting the reason for the call and an address as quickly as possible to send help, she said.
Vancouver Island Emergency Dispatch Centre, Langford
BC Emergency Health Services oversight ... BC Ambulance Dispatch Centre
Serving all of Vancouver Island, Powell River and the surrounding Gulf Islands, the Vancouver Island Dispatch Operations Centre in Langford receives on average 250-300 emergency calls per day.
- Clinical Response Model
Miscellaneous
- Future Sooke taxpayer cost: Vancouver Island Integrated Major Crime Unit (VIIMCU). Implementation date TBD with Sooke responsible for the costs (though Mayor Tait and council have repeatedly lobbied the Solicitor General for relief or a break of some kind.) Initial estimate is $350k per year, i.e. a 3% tax hike likely to start in 2026. Joining VIIMCU is an insurance policy of sorts that protects Sooke from one-time, usually six-figure investigation costs associated with murders and other major crimes.
- Emergency Communications Service Public Emergency Delivery (Ministry of Justice, 2015)
Funding Questions
- How does local government in your community currently fund 911 PSAP?
- Will local governments be able to fund these and enhanced services such as NG911 in the future?
- What funding model options exist and would be successful? Why or why not?
- With respect to existing funding for emergency communications, what works well, needs improvement, or could be done differently?
- 911 Central Island: Study of Call Taking Alternatives (2015)
- North Island 9-1-1
The Public Safety Answering Point (PSAP) answers all 9-1-1 calls. PSAP is handled by E-Comm in Vancouver. The North Island 9-1-1 Corporation has an agreement with E-Comm to perform this function. E-Comm provides PSAP 9-1-1 call answering for the North Island 9-1-1 Corporation, the Metro Vancouver region and 25 other regional districts in B.C. E-Comm also provides dispatch services for 36 police and fire departments."
Images
- E-Comm 911 Strategic Plan Priorities
- Ministry of Health Standardized Hospital Colour Codes policy (2011)
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