The daily chores of a Police Communications Officer (PCO) in a Regional Command and Control Centre (RCCC) are receiving 999 emergency calls and putting the related information on computer. The Sergeant in the centre will follow up this job by assigning cases to other officers. Coming into contact with the public at the most fore front, a PCO has to obtain detailed and accurate information from a person asking for help. Getting this initial job done would help follow-up services.

 

Retiring Chief PCO Chan Kam-lun in Kowloon West RCCC has witnessed the changes police communications went through in the past 37 years. 

 

 

Mr Chan said the Hong Kong Island RCCC commenced operation in December 1976, being the first of its kind. At that time, officers started carrying wireless radio equipment for communication with RCCC, a vast improvement over the receiver installed in Emergency Unit cars.

 

"PCOs used switch board to receive 999 calls and put the data on computer," he said.

 

Towards the end of the 1980s, the switch board was replaced by individual telephone lines.

 

In 2005, RCCCs were digitalised and the quality of conversations was enhanced and PCOs could receive clear messages despite background noises. This Third Generation System also showed the location of the caller, giving officers a big help.

 

Mr Chan hopes the Fourth Generation System would be fully computerised so that more data would be stored and a search function would be provided online to pinpoint the location of a caller.

 

He pointed out that with the fast development of technology and the popularity of smart phone, it is more convenient for the public to make reports to police. As a result, they are more forthcoming in helping police fight crimes.  Todate, his RCCC receives nearly 1,000 phone calls per day, compared with 100 in the past.

 

Mr Chan was a graduate of the first PCO Training Course. He conceded that in the first place he regarded what he did as merely a job, but gradually he realised the significance of his job: "Getting his job done, a PCO would save life and provide services within the shortest time."

 

He recalled that over 20 years ago, he received a call from a seven-year-old girl who reported that her mother and brother had been chopped to death. While chill ran down his spines, he was mystified and doubtful because of the calmness of the girl's voice. Realising saving life was a paramount mission, he immediately alerted frontline officers, who later confirmed the girl's report.

 

From time to time, a PCO is required to work outdoors. For example, in the SARS outbreak in 2003, he looked after the communication equipment in a Command Post set up at the Amoy Gardens. Despite his heavy workload, he derived a lot of job satisfaction from serving the community and the Force in a critical time.

 

 

Mr Chan pointed out that PCOs often received phone calls of disturbing natures. At the same time, they were subject to a lot of stress arising from complaints by the public. Fortunately, the Psychological Services Group provided them with counselling services. In addition, he also arranged training days and talks for his colleagues to manage their emotions and stress.

 

Proceeding on pre-retirement leave in the near future, Mr Chan called on his colleagues to continue to devote themselves to their jobs and take part in the development of the communications system by contributing user's views for enhancement of the system. He also wishes to see more communication between PCOs and the Management and more overseas training for POCs so that they would be able to make more contributions to the Force.