Joni Xiong

Prior to becoming a law dispatcher in 2009 in St. Paul, Minn., Joni Xiong, 26, worked in a bacteriology lab followed by a stint as a loan officer. She started her career in Ramsey County as a calltaker and held that position for almost two years before moving into her role as a dispatcher.

Xiong became particularly interested in the work because her husband is a police officer. They talk frequently about their work and have a crucial understanding of what role they each play in public safety. They find it comforting to know what the other is doing professionally. “I’m driving the bus in some of the events. I like working with him,” Xiong says. In addition, they are both able to vent to one another if they have had a stressful shift.

Serving as a law dispatcher allows Xiong to dispatch for both the county and city of St. Paul. The city has three separate channels, and “I prefer the city because it is a bit busier,” Xiong says.

Xiong believes that certain skills are necessary to perform well in her job. She emphasizes that it’s critical to have an understanding of what police do. “A lot of dispatchers don’t have an interest in police work or understand it,” she says. Xiong emphasizes the importance of understanding what officers need, why they ask for certain things and “just knowing the other side of the coin as far as our co-workers go,” she says.

Xiong understands how important radio communication is to a dispatcher. Her biggest fear is that she could possibly not know the whereabouts of someone. She also emphasizes the importance of being familiar with the geography of the locality where one dispatches and to have an ability to acquire fast typing skills. Additionally, a dispatcher must be able to effectively paraphrase what’s taking place. “It’s good to have open communication with co-workers. It is definitely a key,” Xiong says. Multi-tasking is another skill that Xiong highlights as an integral aspect of the job. “I think I’m pretty efficient at it,” she says.

Xiong acknowledges that the job can be stressful, but she has outlets for dealing with it. “The best thing that works for me is talking to my husband. I try to have a good sense of humor about everything,” she says. In addition, she engages in physical activity by playing softball and going to the police gym four to five times per week. Xiong also socializes with friends. Though her friends are both within and outside her field, she tends to socialize more with those in the field simply because of their schedules.

One thing Xiong enjoys about her job is the fact that every day is different. She experiences the adrenaline rush when she is challenged to conquer whatever problems are presented. Her excitement results from giving the job her best, and she is a person of stronger character as a result. “I’m a bit jaded,” she says, and she admits she can be slightly cynical at times; however, she possesses the necessary intuition to perform effectively.

In college, Xiong studied microbiology. “I’ve always been the type of person who needs some type of change in a job—something different,” she says. She indicates if she had it to do all over again, she would go into this field. She explained that her Certified Training Officer (CTO), Nicole London, trained her to always be on top of things.

Xiong reflects on notable cases that have occurred in other localities such as the Boston Bombers and the Christopher Doerner case in California. She asks herself, “How would I handle it and what would I do in that situation?” She notes that any tragedy such as those affects everyone. “You talk to people in the worst moments of their life. It is a pretty thankless job,” she says. “Dispatchers and call takers are really forgotten. A compliment goes a long way in our profession. Xiong believes it is important to acknowledge the positives and the successes along the way.

For those who are contemplating entering the profession, Xiong’s advice is to try it. “It is something I wish I had gotten into earlier. I never thought of doing it. It’s tough, but stick it out and do your best,” Xiong says. Sticking it out for her has led to a career that proves to be meaningful and allows her to make a significant impact.  

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. She serves on the Institutional Review Board of The Police Foundation, Washington, D.C.