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Dispatching the frontlines: a look at “air traffic control” for Metro Vancouver Transit Police

Allison Hansell (front) and Jully Tmana (back) are police communications operators with Metro Vancouver Transit Police.

When you travel on transit, Police Communications Operators in the Operations Communications Centre (OCC) at Metro Vancouver Transit Police [1] play a key role in making sure that you arrive at your destination safely. Often referred to as dispatchers, the team that works in the OCC does far more than dispatch Transit Police officers to where they’re needed.

“Aside from answering calls and text messages that come in from the public while they’re using transit, we also take calls from other police departments such as E-Comm (911), transit frontline staff, and many others,” says Allison Hansell, who has worked in dispatch for 10 years, five of them with Transit Police. “But taking calls is just one of our responsibilities.”

Jully Tmana, another dispatcher, adds, “We also track all of the on-duty police officers’ locations at all times, to make sure they are safe and so that we know who’s available to respond when there’s an incident. We look up information in several different databases to help officers do their jobs. For example, we can let them know if the person in their custody has any warrants. And we help coordinate responses to incidents with TransLink and external agencies.”

Operating 24/7, the OCC is where information is exchanged at lightning speed to ensure that anyone traveling on transit stays safe. Through teamwork and an unparalleled ability to multitask, OCC operators make sure that when you need help on transit, it will be there.

“Teamwork is a top priority in the OCC as we rely on each other a great deal, especially during time sensitive matters where multiple calls are occurring at the same time,” says Jully, who started with Transit Police this past February. “One co-worker will often be contacting outside agencies or transit partners while another is dispatching, and is still taking the initial call.”

Allison says, “I’m proud to be working with Transit Police and TransLink, especially during such critical times where passenger health and safety is paramount. It is satisfying and helpful to be able to see all the measures being taken to ensure the safety of the public.”

It’s Emergency Services Dispatchers and 9-1-1 Awareness Week [2] from April 5 to 11. If you find yourself contacting Transit Police, be sure to let the dispatcher who answers your call or text know how much you appreciate what they do to keep transit running.

Anyone who feels unsafe on transit, is worried about the safety of someone else, or sees anything suspicious can contact the OCC directly by phone at 604.515.8300 or by texting 87.77.77. Always call 911 in an emergency.

Connect with Transit Police Twitter [3], Instagram [4] or Facebook [5].