Emergency Call Taker - Police

Emergency Call Taker - Police

Vancouver, British Columbia

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As a recognized leader in emergency communications, E-Comm is an organization that provides first responders and the public with critical life-safety services in communities across B.C. Our people are passionate about their work and public safety. We operate two emergency communications centres - one located in Vancouver and one in Saanich. E-Comm also provides integrated police, fire call taking, dispatch services to more than 70 police and fire departments, and owns/operates the largest multi-jurisdictional, tri-service wide-area radio network in B.

C. We are proud to serve communities across this beautiful province through our four operational and administrative locations in Vancouver, Burnaby and Saanich. Learn more at www.ecomm911.ca

At E-Comm 9-1-1, we are committed to building a diverse and inclusive workforce that represents the many communities that we proudly serve.

OUR VALUES

RESPECT | ACCOUNTABILITY | INTEGRITY | SERVICE | COLLABORATION

We're looking for people to join our team in helping to save lives and protect property - people who thrive on making a difference and embrace challenges, variety, diversity and our corporate values of respect, integrity, collaboration, accountability and service. Our 9-1-1 Emergency / Non-Emergency Call Takers provide a critical service that supports both public and first responder safety, and are the hidden back bone for the work that our first responders carry out in communities across British Columbia.

They are often the first point of contact for the people who call 9-1-1 which gives you a chance to assist the public when they are facing a crisis and get them the help they need. They are responsible for receiving emergency and non-emergency calls, providing call-taking services for our Police agencies, creating reports, and relaying information to dispatchers and appropriate services.

Our 9-1-1 Emergency / Non-Emergency Call Takers work in our emergency communication centres – one located in Vancouver and one in Saanich, that operate 24 hours a day, 365 days a year to answer nearly 1.8 million calls annually.

WHAT YOU WILL DO

Receives emergency calls for Police, Fire and Ambulance; efficiently and effectively triages all calls for the appropriate service and municipalities; identifies and processes calls based on language barriers and hard of hearing (T911), intakes multiple sources of information and must capture accurate information in order to downstream the call appropriately; uses sound judgment and decision-making on when/if to stay on the line with the caller during mass call volume; identifies technical and operational issues with 911Q and escalates when appropriate to the ECC Supervisor.

Screens callers to determine the nature of the emergency while obtaining necessary supplementary information; assigns an incident type and priority to the call; enters events into the CAD system; uses critical thinking skills and internal resources such as translation services, GIS mapping, provincial matrix and relays information and pertinent details to the file and ECO2; communicates with Central/Charge Dispatcher when required to address critical incidents.

Responsible for completing risk assessment on all calls in a timely manner and handling high-stress and dynamic emergent events; makes decisions in urgent and life-critical situations while maintaining composure and providing support to the caller.

Receives non-emergency calls and deciphers what protocol or procedures are required to process the call; refers calls to outside services if necessary; makes decisions with sound judgment while providing exemplary service to callers.

Responsible for entering accurate and factual information related to calls in a timely manner, including phone numbers, addresses and other pertinent caller details into the CAD system.

Responsible for monitoring various technologies, systems and messages and responding quickly, often with the caller on the line and responding to multiple events or inquiries at one time.

Liaises closely with the ECO2 and Central/Charge Dispatcher under certain emergency situations in order to relay instructions to callers; obtains timely updates and ensures all additional information is accurately conveyed while maintaining phone contact with the caller; triages and relays information from responding agencies (first responders) while other tasks are in progress.

Identifies appropriate information and relays to other agencies that might be required to support an event; utilizes translation services as needed for thorough understanding of caller communication.

Accesses and follow protocol within CPIC and PRIME-BC using the CAD system and other information sources to make inquiries related to a report or event; displays high level of discretion and confidentiality for all databases used to support first responder/emergency responses/services.

Operates both on and off site 9-1-1 backup systems when required; stays current on backup procedures and manual operations to perform job functions in the event of a primary system failure.

Responsible for knowledge of the unique aspects of taking calls for Police, including staying up to date on policy changes; stays current with ongoing major, significant local, Canadian and international events, policies and protocols, in order to engage with and understand caller concerns.

Represents E-Comm 911 as a subject matter expert in receiving and processing 911, emergency and non-emergency calls with partner agencies and British Columbians.

Attends court to give evidence and/or verify audio on calls taken, as required.

Assists other staff members and staff from external agencies in gaining familiarity with E-Comm communications operations by allowing them to monitor their daily activities.

Performs related work as required.

MINIMUM QUALIFYING CRITERIA

Candidates must clearly demonstrate they meet ALL criteria below to be considered further in this process.

High School diploma supplemented by courses in 9-1-1 call-taking, computer keyboard operation with a minimum typing speed of 44 words per minute, some related experience, and computer experience in a Windows environment; or an equivalent combination of education and experience.

Must obtain and maintain enhanced security clearance.

WHAT WE OFFER

Meaningful work - work with a sense of purpose, supporting the public and first responders.

Competitive salary - with the opportunity for increases.

Minimum 3 weeks vacation to start.

100% paid extended health and dental benefits.

Pension - employer matched contributions to the Municipal Pension Plan, a defined benefits plan

Career development - we are supportive in developing your skills while pursuing your career at E-Comm.

JOB DETAILS

Number of positions: Minimum of one [1] Police Call Taker position to begin on January 18, 2027

Job status: Regular Full-Time

Hours of work: 4 On; 4 Off AADD 12-hour shifts (0700 to 1900 and 1900 to 0700)

Wage/Salary: PG 20 | $38.83 to $45.73 per hour; $77,737 - $91,551 per annum (2026 rates)

Employee Group: Union

Department: Operations

Location: E-Comm Lower Mainland (Vancouver, BC)

Selection Process: The successful candidate will be selected after completion of a TalentClick assessment, Recruitment Testing Session and behavioural based interview.

CLOSING DATE FOR APPLICATIONS: Friday, November 6, 2026@ 11:59pm Pacific Time.

We are committed to accommodating persons with disabilities during the recruitment process and we will provide reasonable accommodations as requested. If you require assistance or accommodation due to a disability, please email talent@ecomm911.ca

HOW TO APPLY

Select Apply Now and follow the instructions provided to submit your application.

Apply Now