Many 999 callers thought the persons answering their calls were police officers. In fact, the officers handling the 999 calls at the Regional Command and Control Centres (RCCC) are none other than civilian members of a departmental grade - Police Communication Officer (PCO).

PCO Jennifer Lau Wing-che from the Hong Kong Island RCCC, during an interview by the Psychological Services Group (PSG) and the Staff Relations Group, described a PCO as "half a policeman". This description is not off the mark because a PCO has to work on shifts, comply with the Force Procedures Manual and different standing orders, and is subject to discipline.

And a PCO has to possess some of the attributes required of a police officer, such as communication skills, ability to make a split second decision and quick thinking.

Working on three eight-hour shifts a day at RCCCs in the urban areas and the New Territories, PCOs have to maintain a good rapport with police officers working at RCCCs and on the frontline.

At the RCCC, PCOs work independently at the 999 Consoles and alongside police officers at the Divisional Consoles. The procedures a PCO has to follow after receiving a 999 call are rather complicated, but Jennifer summarised the procedures as "ensuring that police manpower and resources are deployed as quickly as possible to handle a 999 call". She also disclosed that very often a PCO had to calm down an emotionally disturbed 999 caller.

Once every two months, PCOs attend a "Training Day" to update themselves on new work procedures and new knowledge. This training session also provides a chance for them to promote internal communication and express views on their jobs.

That newly recruited PCOs are not deployed to the 999 Console in the first year of their appointment speaks of the importance the Force attaches to handling 999 calls. According to Jennifer, a new PCO will only be deployed to the 999 Console after having worked at the Divisional Console for one year and completed a five-day training course on handling 999 calls. The experience of working at the Divisional Console provides a good foundation for the more daunting job of handling 999 calls.

Having worked as a PCO for 10 years, Jennifer is qualified to talk about the challenging aspects of her job. Though she was once encouraged by her supervisor at the former Urban Services Department to apply for her present job, Jennifer had always dreamed of joining the Force, but not necessarily as a police officer.

"I enjoy what I'm doing as a PCO because I can put to good use the experience I got in the USD of communicating with members of the public on the phone. I also enjoy working alongside police officers. It was inevitable that some problems had cropped up between us in the past, but we managed to resolve the problems with co-operation and mutual understanding," she noted.

Judging from what Jennifer confided during the interview, Jennifer is very devoted to her job and at one stage in the past her devotion bordered on obsession. "After finishing a shift, I often wondered what kind of 999 calls I would receive and what kind of incidents I would have to handle on the next shift," she recalled.

She was so conscientious of her duties that stress gradually set in without her knowledge mainly due to failure to strike a balance between work and life. The stress began to take a toll when Jennifer suffered from symptoms of anxiety and depression. She became very emotionally disturbed when she was given heavier responsibilities as an Acting Senior Police Communication Officer a few years ago. Worries of what she had to handle the next day, and how to deploy manpower and resources gave her many sleepless nights. Eventually her conditions were so acute that she had to consult doctor and take sick leave.

Speedy recovery

Luckily, both her father and colleagues quickly rallied behind Jennifer. With their support and encouragement, plus her own efforts, she eventually made a speedy recovery.

The emotional breakdown has taught Jennifer a valuable lesson. She realised the importance of work-life balance no matter how much she enjoyed her job. She then developed new ways to cope with her stress. One of these was heading for the gymnasium, where she also made many new friends. Exercises and support from friends later helped her regain confidence in herself.

Jennifer is happily back at work, handling a great variety of incidents with her disciplined and civilian colleagues everyday. And she is taking the challenges of her job in her stride.

Comments by PSG

Throughout the interview, Jennifer impressed us with her cheerful and humorous manner. When talking about her job, she proudly enumerated the job duties and challenges, expressing a great passion for her job. We would never be able to imagine that she had once been haunted by anxiety and depression if she had not confided to us. When asked about how she stepped out of the haze, she shared her valuable experiences of fighting anxiety and depression.

What Jennifer first realised was the importance of support from her family, friends and supervisors. When she started losing the balance between work and life without her own awareness, her father was the first one to notice her emotional disturbance and urge her to seek professional assistance. During her recovery, she got continued support from people around her. From this experience, she discarded her former habit of only sharing good news with others. Now, she has learnt that it is necessary for her to disclose her feelings to the right person at the right time. What she looks for is not necessarily a solution, but a sympathetic ear. She understands only too well that apart from sharing happiness, her family and friends are ready to help with her sadness as well.

The second idea that Jennifer got from her experience was the essential role exercise plays in remedying mood. Although she likes exercising all along, she is too devoted to her job to do so. After having encountering emotional difficulties, one of the self-help means she used was to devote herself to exercises once again. After this, she felt better, picked up her confidence and made more friends. Studies have confirmed that for people suffering from mild to moderate depression, exercise is one of the effective ways to improve mood*.

More importantly, Jennifer acknowledged that everything is about balance and knowing the limits. After joining the Force, she enjoyed and devoted herself to work, but to the extent that she neglected her personal life and other needs, and saw work as the only important thing for her in the world. The mood problem taught Jennifer a valuable lesson about work-life balance, and she is now able to truly enjoy life.

* Reference: Dunn, A.L., et al. (2005). Exercise treatment for depression: Efficacy and dose response. American Journal of Preventive Medicine. Elsevier Inc.

Jennifer on duty at HKI RCCC