B.C. report outlines recommendations for an improved 911 system

The B.C. government has released an independent review of the service tasked with answering millions of 911 calls annually.

The province has released an independent review calling for changes regarding the funding and running of its 911 dispatch system.

The province ordered a review into Emergency Communications for British Columbia Incorporated, the service tasked with answering millions of 911 calls, after concerns regarding rising costs and a lack of transparency were raised by local municipalities in December last year.

The review produced two independent reports.

One examined how E-Comm functioned, with particular attention to its governance, financial-management and operational-efficiency structures, while a second offered advice to the province on potential service-delivery models that could be considered for emergency dispatch.

The first report contained 25 recommendations for E-Comm to reorganize itself to provide better emergency communications, and one recommendation for the province to better define its role.

In response, E-Comm said it is working to develop a financial model to provide more clarity for municipalities.

“We haven’t been really good about giving them predictable, understandable levies, as the report points out, we have to get a lot better at forecasting,” said Nancy Blair, interim president and CEO of E-Comm.

While changes are needed from a financial and operational standpoint, the reports aren’t a reflection of the “amazing work that our staff do every day,” she said.

The union representing Emergency Communications Professionals of B.C., said it supports the findings, but that there are gaps that still exist that need to be addressed.

“Just last week we were seeing emergency calls (with) waits for minutes, and then last month, we were seeing them wait up to nine minutes, which is an eternity when you’re experiencing an emergency situation,” said Don Grant, president of emergency communications professionals of B.C.

The province’s largest 911 employer says it is aiming to introduce the recommendations by early next year.

With files from CTV News Vancouver’s Isabella Zavarise