Donna Anderson - Leadership

The Toronto Police Service Communications Centre is internationally recognized for its state of the art systems and the calibre of the people that staff the facility. The high level of professionalism that the calltakers and dispatchers have achieved is a direct result of the contributions of Operations Supervisor Donna Anderson.

Donna Anderson has been with the Toronto Police Service for 20 years. Early in her career it became obvious that Donna had special attributes for training, leadership and the ability to motivate others. Her leadership skills were natural and her enthusiasm infectious. Others regularly sought her out for her advice on training and operational issues. Donna maintained high ethical standards and acted as an informal leader on behalf of her peers. Throughout many challenges Donna continues to be respected for her integrity and positive influence on all Communications staff.

In the early 90's the Toronto Police Service was completely replacing its antiquated communications system involving a change in technology combined with moving the Communications Centre to a new location. Donna Anderson was asked to be a member of the development team. She was selected for her knowledge, expertise and interpersonal skills. With no formal training Donna had to learn about the new systems, develop lesson plans, coordinate training for approximately 250 employees and develop operational procedures where none existed. As a result of the success of the rollover Donna was asked to become the supervisor in charge of the Training and Recruitment section, a position she accepted with tremendous enthusiasm.

Donna developed a Job Enrichment program for calltakers and dispatchers, a Coaching and Mentoring course that is now a prerequisite for lateral positions at the Communications Centre and was instrumental in leading change to implement a new performance appraisal system.

Donna researched and implemented a new program called Quality Service where she created a manual and training program designed to improve all aspects of service delivery. It took some perseverance but Donna's high ethical standard influenced members to buy in and adopt this new approach. Her unit commander at the time said, "Donna is recognized by the Service as a leader of change through training and attitude modification. I have to add that she is one of the most competent trainers I have ever had the pleasure of working with or learning from."