Nestled on Vancouver Island, off the westernmost edge of Canada, the Victoria Police Department (VicPD) is home to a dedicated team of 400 employees, including 250 sworn officers and 150 professional support staff. When it comes to supporting their workforce, VicPD has embraced innovative solutions like PeerConnect to bridge the gaps in mental health and peer support in policing.
From Antiquated to Automated: Why PeerConnect Was Needed
Before implementing PeerConnect, VicPD relied on an outdated system to track and manage peer support needs. Information was gleaned through word of mouth, emails, and shift reports crafted by watch commanders. While critical incidents were usually captured, subtler but equally impactful events often went unnoticed.
This manual system placed an undue burden on mental health and peer support leaders, who had to sift through reports daily, even during their time off, to ensure no one fell through the cracks. Inevitably, this method led to missed opportunities for support and left many employees feeling isolated.
Overcoming App Fatigue and Resistance
Introducing a digital solution like PeerConnect was not without challenges. Police officers, especially seasoned veterans, can be wary of new technology and protective of their privacy. VicPD addressed these concerns by making the app download mandatory on all department-issued phones but emphasizing that its use was optional.
The key message was clear: PeerConnect isn’t just another app; it’s how we ensure no one is left behind. Sergeant Joan Elliott, a military veteran and police officer of over 22 years, took a hands-on approach to spearheading the rollout, visiting every department, meeting with seconded officers, and walking them through the sign-on process.
The department’s single sign-on (SSO) system further streamlined the process, making it simple for employees to access the app without additional login steps. PeerConnect’s development team worked with VicPD’s IT group to allow for SSO synchronization. This small but critical feature ensured a smooth user experience, even for those less comfortable with technology.
Expanding the Reach of Mental Health and Peer Support
One of the most significant advantages of PeerConnect is its inclusivity. Many civilian employees initially believed peer support was only for sworn officers responding to traumatic events. Sergeant Elliott used the app rollout as an opportunity to dispel this myth, highlighting how non-sworn staff could also benefit from peer support, especially those exposed to secondary trauma.
From reviewing graphic evidence to handling court documentation, professional support staff often bear the invisible burden of vicarious trauma. PeerConnect has helped validate these experiences and extend resources to those who previously might have been overlooked.
Building Trust and Customizing Support
One of PeerConnect’s standout features is the ability for employees to build their own support team confidentially. Members can choose who they feel comfortable speaking with, ensuring peer outreach is a positive and supportive experience.
Moreover, once a peer support connection is made, the system anonymizes the user’s identity in the backend. This approach protects privacy and eliminates career-related concerns, encouraging more employees to seek support.
A Game-Changer for Critical Incidents
Critical incidents demand swift and coordinated responses. PeerConnect’s batch recommendation feature allows patrol watch commanders to recommend multiple officers for support simultaneously. This functionality could have been instrumental during high-stakes situations, such as the bank robbery two years ago where six regional emergency response team members were injured.
Embracing a Culture of Wellness
Over the past six months, VicPD has seen a shift in how employees engage with peer support. Junior officers, recruits, and those in training are increasingly reaching out through PeerConnect, finding it a safe and accessible way to navigate the pressures of their roles.
For Human Resources, the app has become an invaluable tool for tracking and supporting members on medical leave. It ensures that employees remain connected to their teams and receive the support they need during extended absences.
The Future of Peer Support at VicPD
By adopting PeerConnect, the Victoria Police Department has set a new standard for mental health and wellness in policing. The app’s intuitive design, confidentiality features, and ability to connect people across roles have made it an essential part of the department’s culture.
As Sergeant Elliott noted, “At VicPD, we’ve been investing heavily in the mental health and wellbeing of our staff. With PeerConnect, we know that no one is being left behind or missed anymore; we’re reaching out to everyone.”
For other agencies considering PeerConnect or looking to enhance their peer support systems, VicPD’s experience demonstrates that the right tools, paired with thoughtful implementation, can transform workplace wellness and build a stronger, more connected workforce. Learn how PeerConnect can help your agency do the same. Connect with us today.
Learn more about Victoria Police Department’s experience with PeerConnect here.