Telecommunicator Spotlight: James Straker Brings New Hires Up to Speed
James Straker, 43, was working in customer service for a financial institution when his mother showed him a want ad for the Communications Bureau of the Phoenix Police Department. Because he had always been good with computers and communications, Straker decided to apply for the job.
In 2007, Straker was hired as a dispatcher/calltaker and served as a dispatcher for four years. “I loved that job. I loved being a dispatcher. I liked the fact it is a challenge, and we’re basically helping citizens. We help so many people—citizens, officers, each other. We work together with other dispatchers in crisis situations,” he says. Straker points out that data entry, accuracy, the ability to prioritize, and decision-making are skills that are vital to performing effectively in the role of a calltaker or dispatcher.
In November 2011, Straker became a communications training assistant. One of three training assistants, his job involves hiring and training new dispatchers. Straker points out there is the job and then all the systems surrounding the job—all of the bureaucracy and red tape to deal with. Documentation and accountability are essential. He adds there are all types of considerations to take into account in the hiring process in terms of asking the right questions and avoiding violating anyone’s rights. He stresses it is important to be correct in the manner in which it is all done.
Straker is involved in developing questions for tests, as well as interviews and the selection process. “We have trainers on the floor who are experienced dispatchers. Each phase coincides with different shifts. We do in-service training for current employees,” he says. The training encompasses various topics that include, but are not limited to, customer service, software and advanced call-taking strategies. “I am in a position in which I can support dispatchers and calltakers on the floor,” he says. He can also identify issues that make their job difficult, things that have gone wrong, and he can support them in making changes.
Straker has received commendation from his superiors for helping facilitate an intranet for the Communications Bureau to have a central resource for training, communications, notifications and projects. He recalls times when employees would carry suitcases replete with training materials to work in an attempt to keep up with the influx of information. The development of the intranet has provided an easier and more convenient mechanism for employees to receive and keep abreast of information vital to their jobs. “The website has been huge for us,” Straker says.
Although his line of work is usually viewed as a stressful occupation, Straker does not personally feel it is that stressful. “I don’t feel like I have a lot of stress from this job. If I’m taking calls, at the end of my shift I unplug the headset and I’m on my way home. It’s easy to forget about the job,” he says. However, he acknowledges there are days where the things that that are described in a call seem inconceivable. “Anything involving kids affects not just me, but everyone in the department. I have a huge support system. I can talk to my co-workers. They are probably the ones who understand the best. I can talk to my family. I have a great family and great kids,” Straker says.
Straker is married and has a son and a daughter. He works day shift Monday through Thursday from 7 a.m. to 5 p.m., with weekends and holidays off. When he is not working, he enjoys spending time with his family. “I love sports. My kids take a lot of my time,” he says. He enjoys movies, golf, being part of a basketball league and taking classes at the community college. He also exercises and travels.
Not only is Straker good at what he does, he enjoys his professional role. “I really take pride in being part of the Phoenix Police Department. People are smart, professional, and they choose to be part of the Phoenix Police Department. I get to be part of an incredible organization,” he says. Straker has apparently found his niche in the public safety sector.
About the Author
Karen L. Bune serves as an adjunct professor at George Mason University and Marymount University in Virginia, and is a consultant for the Training and Technical Assistance Center for the Office for Victims of Crime and the Office of Juvenile Justice and Delinquency Prevention, U.S. Department of Justice. She is a nationally recognized speaker and trainer on public safety issues. Bune is Board Certified in Traumatic Stress and Domestic Violence, and she is a Fellow of The Academy of Experts in Traumatic Stress and the National Center for Crisis Management.