Meet a Fellow Member

Christine Vincent, Communications Training Coordinator, Victoria City Police

Wavelength: How long have you been a member of APCO Canada? 

Christine Vincent: I am a new member. Near the end of last year, I became involved in the training program and I went on the hunt for industry-specific information. Although I had heard of APCO Canada, I really didn’t understand all it had to offer. I have since discovered the wealth of information available and being a member ensures that I am current with our industry’s challenges and needs. I have not been disappointed.

Wavelength: Tell us a bit about your career/background in public safety communications.

CV: In truth, I stumbled into this profession.  I have a criminology background and was a community worker in Calgary, AB working with the indigenous population and youth in conflict with the law. I moved to Victoria and started as a switchboard operator about 9 years ago.    It did not take long for me to become intrigued with the work of the 9-1-1 operators and dispatchers so when I was approached about moving up, I jumped at the chance! I stumbled, tripped, and fell many times as I developed my skills; and I wondered if I was ever going to get it right. Then one day the switch flipped! I began to understand what I was doing, and how important the policy and procedures were to helping me make my decisions. As proud as I am of the work I do and the impact I can have on a person’s life, the illusion of control can be humbling – incidents can go sideways on the drop of a dime! Recently, I was awarded the Communications Training Coordinator position (a brand new in-house position) and again, I am humbled. Developing a program that represents the integrity and values of our agency is exciting and I can not help but feel like I did when I first started my journey with the Victoria City Police Department. Will I get it right? But, I have faith in the processes that guide my decisions and the people I work with!

Wavelength: What are some of the everyday challenges you encounter in your organization?  

CV: I can struggle with the pace of change. It is inevitable that change will occur, it is the when that is challenging. I enjoy the push-and-pull involved and the rewards that come with change but it is slow and has many ups and downs. The work environment is fast paced and I want solutions yesterday but “change” seems to be two laps behind. Who was it that said “patience was a virtue” and did he meet this 9-1-1 communications employee?

Wavelength: Are there any communications-related initiatives currently being planned, discussed, or implemented with the Victoria City Police Department?  

CV: We have recently implemented an Information Channel 24/7 (CPIC requests, phone calls, etc., on the second channel versus the main) as a result of volume demands and coordinating training efforts for the new dispatcher.   

One of my first priorities as the training coordinator is to develop a viable radio training program. We have embraced the “standardized approach to training” philosophies and these will be the guiding force behind the design and development of the program. The design not only has to support the new dispatcher but also has to appeal to the trainer. Radio training is very demanding.

Wavelength: What do you feel are the benefits of being a member of APCO Canada? 

CV: So far, the benefits of the membership are the availability of information and realizing that our agency is not alone with our struggles. Our industry is not a mainstream, commonly known employment choice and the men and women who end up in this career are unique, persistent, and committed individuals with a wealth of knowledge and skill. Being able to tap into any or all of that enables me to be open to considering new ideas and allows me to continue learning. 

Wavelength: What are some areas you would like to see APCO Canada be involved with in the future? 

CV: This is a unique industry therefore our needs are unique, especially here on the island. Shift work and the cost and structure of formalized training can limit what is available and what can be accessed. I would like to see the development of online courses – introductory courses that provide the foundation of knowledge and advanced courses for continuing education for the senior employee. 

Mastering this work entails working on-the-job and online courses may be one way to supplement learning before, during and after in-house training.

Wavelength: Thank you for taking the time to talk with us, Christine. 

CV: Thank you for this opportunity