We're looking for new talent 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 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 responsible for providing call-taking services for our Fire agencies, creating reports, and relaying information to dispatchers and appropriate services. Our 9-1-1 Emergency Fire Call Takers work in our emergency communication centre located in Vancouver that operate 24 hours a day, 365 days a year to answer nearly 1.8 million calls annually.

WHAT YOU WILL DO

• Receives emergency and non-emergency calls for Fire; 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 call appropriately; uses sound judgment and decision making on when/if to stay on the line with 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 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 data bases used to support first responder/emergency responses/services.
• Operates both on and off site 9-1-1 back-up 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 call for Fire 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.

WHAT YOU BRING

• Grade 12 diploma supplemented by courses in communications operations.
• Excellent computer and keyboarding skills in a Windows environment.  
• Flexibility around potential requirement to be assigned to a new Team.
• Excellent punctuality records.
• Excellent job performance and the ability to work in a team environment.
• As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm.

JOB DETAILS

• Number of positions: Minimum of One [1] Temporary Full-Time
• Length of temporary assignment: Assignment to start August 24, 2026 and end February 24, 2027
• Wage/Salary: PG 20 | $ 37.33 to $ 43.97 hourly; $ 74,734.66 to $88,027.94 annually (2025 rates)
• Hours of work: 4 on 4 off, 12-hour shifts
• Employee Group: CUPE, Local 8911
• Department: Operations
• Location: E-Comm Lower Mainland – 3301 E Pender Street, Vancouver BC
• Selection Process: Successful applicants will be selected after completion of a behavioural based interview. A signed file review summary form outlining any documented issues related to attendance, performance or conduct will be completed by your current supervisor as part of the application process. Relevant issues may prevent a candidate from moving through the selection process.
• Eligibility List: An eligibility list may be created from the competition results of this posting, and used to fill Emergency Communications Operator 1 [ECO1] - Fire vacancies (RFT or TFT) which may arise in the six [6] month period following this posting.
  Training: Training will be offered for this position.
  Team Assignment: This posting does not imply nor conclude team assignment(s). Team assignments are determined at the completion of the recruitment process.
• CLOSING DATE FOR APPLICATIONS: Tuesday, July 14, 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 below and follow the instructions provided to submit your application