“It came as no surprise to me,” boasts Training Manager Christi Castelin speaking about the recent news Victoria Espinoza was selected as the North Carolina Telecommunicator of the Year. The award was presented by the Association of Public-Safety Communication Officials (APCO) during its statewide conference earlier this year. “When the state’s Association of Public-Safety Communications Officials) opened nominations, I took the opportunity to have Victoria recognized for her diligent work during a major event and overall performance,” explains Christi. On May 7, 2023, there was an officer-involved shooting and Victoria was responsible for call-taking, dispatch, and acting as the supervisor for the Call Center’s Law Enforcement division. “Despite the difficulty of the situation, Victoria demonstrated quick thinking and acted swiftly. This unfamiliar challenge did not hinder her, as she relied on her training to guide her response. In the end, due to her ability to respond rapidly, tactfully, and calmly, the officer was fortunate to survive the shooting,” notes Christi. “This event showcased Victoria's invaluable contributions to our Communication Center. I believe she exemplifies the qualities and characteristics of what a Telecommunicator truly is, making her deserving of this award. It is not solely based on a single incident but rather the cumulative instances where she has provided valuable assistance and dutifully served her community.”
Victoria says she was humbled by her well-earned recognition. “This award means a great deal to me as it validates the effort and passion I've put into my work, and it inspires me to continue striving for excellence. Receiving this award is not only a personal achievement but also a testament to the support and encouragement I've received from my colleagues, mentors, and family. Their belief in me has been a driving force behind my accomplishments,” says Victoria. “It serves as a reminder of the impact we can have through our work. It reinforces the importance of perseverance, commitment, and a positive attitude. I hope to use this recognition as a platform to inspire others, especially those who are just starting their careers, to pursue their goals with determination and to believe in their potential.”
Beyond her statewide recognition, Christi is excited to announce that Victoria also recently earned a promotion to the role of Public Safety Communications Training Specialist. “Victoria consistently exemplifies the qualities of a dedicated telecommunicator and approaches her responsibilities with professionalism that aligns with our County values. I am proud to have her as a valued member of our communications family, and I look forward to witnessing her continued growth and success in this role,” says Christi.
Victoria provided very thoughtful and insightful answers to the questions we asked, and you can read her Q&A in its entirety below. Her focus on the public, members of her team, and overall responsibilities of her job are a testament to the One Buncombe philosophy and clearly highlight why she earned this distinguished award. Please join us in congratulating Victoria on this amazing accomplishment – we are honored and appreciative of your dedication and passion for working in our 911 Call Center.
Victoria Espinoza Q&A
In your opinion, what makes a great telecommunicator?
People do not call 911 when they are having a good day, and unfortunately, for some, it could be the worst day of their life. A great telecommunicator possesses exceptional communication and listening skills, emotional control, confidence, and compassion. They must convey and process information clearly and concisely, ensuring the caller understands the necessary actions while relaying critical details to emergency responders. Staying calm under pressure is essential, as it helps deescalate situations and provides reassurance to distressed callers. Confidence in their training and abilities allows telecommunicators to make quick decisions and give clear instructions. Compassion enables them to empathize with callers and offer comfort in their distress. Given the emotional toll of the job, great telecommunicators also prioritize self-care to maintain their mental and physical well-being. Combining these qualities allows them to manage critical situations effectively, support callers in their time of need, and ensure emergency responders receive accurate information swiftly.
How do you continue to grow as a professional and what tips do you have for when work gets challenging?
To continue growing as a professional, I set goals for myself and strive to achieve as many as I can. I've expanded my knowledge by learning how to dispatch on each console in the room and signing up for any available training courses. Additionally, I seek feedback and stay updated on industry best practices to enhance my skills. When work becomes challenging, I take a few minutes to go outside and regroup. I'm fortunate to be part of a supportive shift that always has my back, ready to listen and lighten the load when needed, which helps me stay resilient and focused.
What would you like to say to your fellow telecommunicators at Buncombe County?
I am incredibly lucky to work with such amazing people at the Buncombe County Public Safety Communications Center. The success I've had is only a small fraction of the many success stories that take place at our 911 center every day. Each one of you plays a crucial role in the exceptional service we provide to our community. I owe a large part of my success to my coworkers, who are always there to support, encourage, and collaborate with me. Your dedication, resilience, and teamwork inspire me daily. I hope that the recognition from this award brings more attention to our center and highlights the incredible individuals who work here. Together, we make a difference in people's lives, and I am proud to be part of such a dedicated and compassionate team. Thank you for your unwavering commitment and for making our workplace one of excellence and camaraderie.
What would you like the community to know about Buncombe County’s telecommunicators?
We are the first, First Responders in Buncombe County, and we work tirelessly to get people the help they need as quickly as possible. When people call in, we ask a lot of questions, but it's important to know that this doesn't slow down the response. Usually, once we have the address and a general idea of what's happening, help is already on the way. Our questions help ensure that responders are fully prepared when they arrive. In many situations, we feel emotions similar to those of the callers, but we must maintain our composure to provide the best assistance. It's important for the community to understand that, at the end of the day, we are human too. We experience the same fears and concerns, but our primary goal is to remain focused and calm to effectively manage emergencies. We are dedicated to serving and protecting our community, and we appreciate the trust placed in us during critical moments.