Increase in 911 calls anticipated due to lifted COVID restrictions: E-Comm

The company responsible for handling most 911 calls in B.C. is expecting a 12 per cent increase in calls this year as people head back out after COVID restrictions were lifted.

According to E-Comm, 2021 saw nine of the 10 busiest days on record for 911 calls, with the last quarter of the year seeing a 22 per cent increase in calls compared to 2020.

911 operators handled more than 2-million calls in 2021.

“Ahead of the traditionally busier summer months, E-Comm is concerned about the pattern of increasing call volumes and the demand and strain this will have on our staff and the first responders they support,” Jasmine Bradley, E-Comm executive director of communications and public affairs said in a news release.

“We’re seeing some of the highest emergency call volumes we’ve experienced in our 23 years of service.”

Now, the company is launching a “Help Us Help” campaign, encouraging people to use 911 responsibly.

E-Comm has five tips for calling 911:

1. Think before you dial 911.
   Ask yourself the following questions before calling 911, and if the answer is yes to any of them call immediately:

• Is someone’s health at risk?
• Is someone’s safety or property at risk right now?
• Is a crime in progress?

2. Know your location, especially if you’re calling from a cellphone, so 911 call takers can direct first responders to find you quickly and easily.
3. Lock and store your cellphone when out for a jog, carrying it in your pocket or purse. Never save 911 to your phone as a contact, and turn your device on airplane mode if children are playing with it. This can help reduce pocket-dialed and misdialed 911 calls.
4. Don’t hang up. If you call 911 in error, please don’t hang up. When the call taker answers, let them know you dialed in error. This way, they won’t need to call you back to ensure you’re safe.
5. Help us Help. Help 911 call takers and dispatchers, along with first responders, by providing the information they need. Listen carefully, speak clearly and try to remain calm. Remember that call takers need to provide accurate and specific information to the attending emergency responders, and while they’re asking questions a response is already underway.

E-Comm also reminds people that if 911 call-takers are busy, so are police, fire, and ambulance.

“If there is a serious medical emergency, we absolutely want you to call 9-1-1,” Brian Twaites, a paramedic specialist with BC Emergency Health Services said in a news release.

“But if you have a less-urgent health issue, you can call 8-1-1 and get connected with a nurse or other professional at HealthLinkBC. That way, our highly-trained emergency medical dispatch staff and paramedics will be available for people who need their services the most.”

If you need help, but it does not warrant a call to 911, E-Comm recommends the following resources:

• BC 211: For information and referrals to social, community and government services in British Columbia, call 2-1-1.
• City Services: Visit your local municipal website for all questions or concerns related to city bylaws including dumped garbage, parking-related complaints or concerns about traffic lights.
• HealthLink BC: For non-urgent health information and advice, and where to find health services in your community, call 8-1-1.
• BC Wildfire Service: To report wildfires that fall outside the jurisdiction of a local fire department, call 1-800-663-5555 or *5555 from a cellphone. Call 9-1-1 if you are unsure about who to call – the call taker will refer you to the BC Wildfire Service if required.
• DriveBC: For information about road conditions and closures, to help plan your driving route, or for other road infrastructure information, visit drivebc.ca or call 5-1-1.
• BC Crisis Centre: For mental health support where there is no immediate risk to someone’s safety, call 310-6789 (no area code needed). If you or someone you know is having thoughts of suicide, but it is not an immediate risk call 1-800-784-2433 (1-800-SUICIDE), or call your local crisis centre. If there is an immediate risk, call 9-1-1.

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