B.C. Emergency Dispatch System Faces Urgent Call for Reform

A recent report highlights the need for clearer oversight of the 911 system in British Columbia. This recommendation comes from two independent evaluations of the province’s emergency communication dispatch services, overseen by the non-profit organization known as E-Comm (Emergency Communications for British Columbia Incorporated). These evaluations were commissioned by the provincial government in December 2024, prompted by rising concerns from municipalities, police, and emergency service providers regarding increasing costs and a lack of transparency.

Ernst and Young released the findings on March 15, 2024, detailing how E-Comm operates and providing insights on future service delivery models for emergency communications in the province. While the reports acknowledge that the 911 service effectively supports British Columbians, they underline a significant issue: the absence of a “well-defined, comprehensive and cohesive service delivery model” for emergency communications.

Originally established in the 1990s to assist with emergency incidents in the Lower Mainland, E-Comm’s responsibilities have expanded to include police and fire calls across much of the province. This expansion necessitates an upgrade to a national 911 service that will eventually facilitate text and video communications from callers.

The reports propose a total of 25 recommendations aimed at enhancing E-Comm’s governance and organizational structure. They also suggest that the provincial government clarify its role in emergency communications, potentially assuming greater responsibility for the sector.

Nina Krieger, B.C.’s Minister of Public Safety and Solicitor General, stated that the province is committed to reviewing all recommendations. Her focus, however, is primarily on ensuring that E-Comm implements the suggested changes to alleviate some of the financial concerns expressed by municipalities. Krieger emphasized the necessity for E-Comm to strengthen its financial and operational practices to provide a clear picture of service costs. This step is crucial in helping local governments maintain sustainable expenses moving forward.

Concerns regarding costs remain prominent. Mayor Deena Beeston of Ladysmith expressed disappointment with the reports, stating that they failed to offer sufficient strategies to address municipal concerns about rising expenses. Ladysmith is one of ten municipalities on southern Vancouver Island that voiced their frustrations in January after experiencing increased costs associated with E-Comm services. They advocated for the province to introduce a telecommunications levy that would help finance 911 services through charges on cellphone and internet bills.

Currently, E-Comm is funded through service fees levied on municipalities, which in turn raise funds via property taxes or landline levies. Beeston pointed out that traditional funding methods have diminished due to the decreasing prevalence of landline telephones. “We’ve lost a lot of the 911 funding that used to come through our home phone lines because people just don’t have our home phone lines anymore,” she explained. Without a change in funding mechanisms, Beeston warned that her town may have to resort to increasing property taxes.

The reports examined several potential funding options, including a telecommunications levy similar to those in several other provinces, but did not make specific recommendations on implementation. Minister Krieger indicated that the province would consider the possibility of a levy but has not committed to any action at this stage.

The Canadian Union of Public Employees Local 8911, representing Emergency Communications Professionals in B.C., welcomed the reports. However, union president Donald Grant expressed dissatisfaction, stating that the findings do not address the core issues faced by emergency operators. Grant emphasized the need for the province to establish service standards immediately, particularly a standard that ensures every emergency call is connected within 15 seconds. Currently, B.C. reports that 98 percent of calls are answered within five seconds, but Grant believes that every second is critical during emergencies.

As the province navigates these recommendations and the complex landscape of emergency communication, the urgency for reform in B.C.’s 911 system becomes increasingly apparent. The reports serve as a crucial step towards understanding and improving the efficiency and effectiveness of emergency services across the province.