An operator from the Saskatchewan RCMP Operational Communication Centre (OCC) is one of the first voices you hear if you call for police assistance. Leading the team of specially-trained operators, who play a vital role in supporting police and public safety, is Jocelyn James.
Jocelyn has spent her 23-year Saskatchewan RCMP career all with the OCC, working within many different positions within the unit. She started her current role as the Operational Communication Centre Manager in 2016.
An unexpected leap into the RCMP
After high school, Jocelyn accepted a twelve-month position as a nanny in France. As someone born and raised in Saskatchewan, this was an exciting opportunity to see more of the world. When she returned home to Saskatchewan, she found herself waitressing at a local restaurant. During this time, a colleague mentioned the RCMP was hiring in the OCC.
"I applied because a colleague, whose father was an RCMP officer, mentioned their call centre was hiring. I thought, I have no idea what this is, but I will apply to see," Jocelyn recalls, laughing. "I was 21 [years old] when I started the process and had no idea what I wanted to do in life. That was almost 23 years ago!"
Jocelyn has initiated and been involved with many great updates to the OCC – including collaborating with the Saskatchewan Health Authority to staff psychiatric nurses within the team. The nurses can remotely assist frontline RCMP officers when they respond to calls where someone is experiencing a mental health crisis. The nurses provide real-time mental health support and assessment to our officers who are assisting those in need.
Jocelyn has also enhanced the call centre's space to allow for state-of-the-art workstations that provide additional room and comfort for call takers.
Leading by example
Last year, the Saskatchewan RCMP OCC received 350,000 calls for service from the public. Jocelyn often joins her team and puts the headset back on to provide support.
Jocelyn has guided her team through notable many crisis responses like the tragedy on the James Smith Cree Nation and in Weldon, Saskatchewan, the Humboldt Broncos bus collision and the murder of Constable Shelby Patton.
"She has led our team through the worst of the worst," says Lee Rosin, recruiter for the Saskatchewan RCMP OCC. "The support Jocelyn provides her team is second to none. She has had to steer this ship through multiple tragedies and I could not ask for better support in a manager."
Operational Communications Centre Commander of the Year
Jocelyn was named the 2023 RCMP National Operational Communications Centre Commander of the Year. Candidates awarded this honour show consistent excellence, superior performance in their work and exemplify the RCMP's core values.
"Jocelyn is a perfect example of someone that truly cares about their team. She is innovative, supportive and hardworking. She allows her team the opportunity to advance and is willing to mentor. She is not only a leader, but someone who willing to help her team in any way possible," says Supt. Devin Pugh, officer in charge of Saskatchewan RCMP Support Services. "She is leading an amazing team. They are the heartbeat of the of Saskatchewan RCMP – answering calls and dispatching police officers to help people in emergencies and to keep our communities safe. Today and every day, we thank them."