Honoring Our 911 Communications Operators – National Public Safety Telecommunicators Week

April 11, 2025

April 13 – 19 marks National Public Safety Telecommunicators Week. Thunder Bay Police Service (TBPS) recognizes this as a time to celebrate dedicated 911 Communications Operators. These professionals are the critical link between those in need and the help they require during moments of crisis. Their ability to remain calm under pressure, gather vital information, and dispatch emergency responders is a testament to their unique skills and unwavering commitment.

 

“Our 911 Operators play a crucial role in keeping our community safe, working behind the scenes to ensure that police officers and firefighters can respond swiftly and effectively to emergencies. Their efforts are invaluable, and they deserve to be recognized for the sacrifices they make every day,” noted TBPS Chief Darcy Fleury.

 

Everyone is encouraged to take a moment to celebrate the incredible team of 911 Communications Operators serving our community. Their work often goes unnoticed, but it is essential to the safety and well-being of us all.

 

The following profiles demonstrate the extraordinary commitment of TBPS 911 Communications Operators.

 

Balancing High-Stakes Calls with Heartfelt Teamwork

 

Chantel Randell was looking for a career change where she could have a real impact. Today, as a TBPS 911 Communications Operator, Chantel makes a difference every single shift.

 

Emergency calls are unpredictable and managing them takes skill. “The ever-changing nature of the work is one of the aspects I truly enjoy,” Chantel says.

 

Communication and team trust are essential to ensuring callers get the help they need, and first responders receive accurate information. “This is where the strength of our teamwork truly shines,” Chantel says.

 

“There was one call that took everything we had—our focus, our energy, and our teamwork,” Chantel recalls. After the crisis, the team took time to check in with each other and share a moment of self-care, even sharing ice cream to decompress. “We have each other’s backs. This is what sets us apart.”

 

Skilled 911 Operators make the difference in emergency responses

 

Sarah Stanley is one of the talented Communications Operators at TBPS. Her past experience as a Park Warden sparked an interest in enforcement, and a friend encouraged her to explore the role of a 911 communications operator. That’s where Sarah found a fulfilling and dynamic career.

 

Each day brings different responsibilities for Sarah, as she rotates between dispatching for both police and fire services. Her tasks can range from taking 911 calls to dispatching emergency responders for situations involving fire, alarms, or ambulance assists. Getting people the help they need sometimes means asking a lot of questions. Sarah especially appreciates when callers are patient and cooperative. “The faster we get accurate information, the faster we can assess what kind of help to get you,” she notes.

 

While Sarah’s training in-class and hands-on training was extensive, it is the strong teamwork in the Communications Centre that results in smooth responses. “The multi-tasking and efficient communication with co-workers are key to handling emergencies,” says Sarah. Outside of work, Sarah enjoys sports, crafting, and spending time with her husband and dog.

 

As a way to honour 911 Operators, members of the community can follow these tips for using 911:

 

Call with real emergencies:

•             Serious medical problems

•             Life-threatening situations

•             Fires

•             Crimes in progress

 

For police non-emergencies, call 807-684-1200:

•             Crimes where the suspect is already gone and not in progress

•             Accidents that only involve property damage

 

Be patient. Even after sending help your way, the 911 Operator may need a lot of details. The questions they ask may not seem important to you – but they are.   

 

Teach your children to use 911 properly. Use realistic examples of when to call. Make sure they know to get to safe spot, have a fire plan, and know to call 911 as soon as possible. 

 

Don’t hang up if you call by accident. Stay on the line and let the 911 Operator know you called by mistake. This avoids call-backs to make sure you’re ok. 

 

 

Megan Petzel, Supervisor – Communications Centre

Thunder Bay Police Service

807-630-3294

Vehicle theft investigation leads to several charges

April 14, 2026
TB26013520, TB26013636, TB26013331, TB26013233, TB26013087, TB26012596, TB26013449, TB26012768, TB26008439, TB26600553, TB25600502 A Thunder Bay Police Service investigation into multiple vehicle thefts has led to charges. Officers with the Primary Response Unit began the investigation on March 5, 2026, in response to encountering a stolen vehicle. Two suspects in the case fled from officers on more than one occasion during the investigation. Through the investigation, two suspects connected to the vehicle thefts were identified. On April 13, 2026, officers located and arrested a suspect. As a result of the investigation, 35-year-old Jeffrey BARNWELL from Thunder Bay is facing the following charges: • Dangerous operation (four counts) • Flight from peace officer (four counts) • Operation while prohibited (four counts) • Possession of property obtained by crime over $5,000 • Theft of motor vehicle (two counts) • Fraud under $5,000 • Theft under $5,000 (three counts) • Failure to comply with probation order (four counts) • Failure to comply with release order • Disobey court order • Cause disturbance • Assault with a weapon • Mischief under $5,000 Some of the accused’s charges relate to outstanding warrants. On April 14, 2026, following a police standoff in the Bay Street and Cornwall Avenue area, officers arrested a second suspect. Details regarding the second suspect will be released following their first court appearance.

Downtown Core Stabilization Initiative – Project Support

April 13, 2026
The Thunder Bay Police Service (TBPS) is launching Project Support, a downtown core stabilization initiative. The project, being led by the Thunder Bay Police Service Community Oriented Response and Engagement (CORE) Unit is aimed at addressing public safety in the city’s downtown cores. The initiative is aimed at connecting those in need to services. The initiative aims to: • Prioritize service connections for people experiencing addiction, mental health challenges, or housing instability • Improve public safety and restore order in shared public spaces • Reduce visible disorder and open drug use in downtown cores • Strengthen collaboration with social service and community partners • Ensure consistent, lawful, and proportionate enforcement “Our approach starts with support. The goal is to meet people where they are, connect them with the right services, and reduce the risks they’re facing,” Operational Support Inspector Jason Rybak. “This isn’t about penalizing poverty or addiction; it’s about improving safety in the downtown cores while focusing enforcement on the individuals who are taking advantage of vulnerable community members.” The initiative is operating in response to ongoing concerns from the business community and the public regarding open drug use, disorderly conduct, vandalism, aggressive behaviours, trespassing, and related impacts on safety, economic activity, and community confidence. This will be carried out through increased foot patrols. The project will begin on April 20, 2026, in downtown cores with patrols focused on: • Transit stops • BIA storefronts • Public plazas • Parking areas • Commercial areas • Pedestrian walking areas • Public gathering areas During patrols, the first step of contact will be a TBPS Social Navigator or Community Inclusion Team Coordinator offering referrals to appropriate services like housing, or addiction supports. Criminal enforcement is the last option and may be pursued if disruptive or illegal behaviours in share public spaces in downtown cores persist.

National Public Safety Telecommunicators Week

April 13, 2026
The Thunder Bay Police Service (TBPS) is recognizing National Public Safety Telecommunicators Week, a week dedicated to honouring the essential work of 911 Operators and Dispatchers who serve as the first point of contact in emergencies. Throughout the week on social media, TBPS will be highlighting the critical role of its Communications Centre. This includes the proper use of 911 services, through a top 10 listing of interesting calls that were received in 2025. 911 Operators and Dispatchers are the first lifeline for people in crisis. When someone calls 911, communicators are the first voice they hear. They assess the situation, gather vital information, and dispatch police and fire services while providing calm, steady guidance during moments of fear, confusion, or danger. In the Thunder Bay Police Service Communications Centre, every call is handled by a trained professional who listens carefully, asks the right questions, and coordinates emergency responses during fast‑moving, high‑risk situations. Their work is often unseen, but it is indispensable to public safety. “As Inspector overseeing our Communications Centre, I see firsthand that every call we receive represents someone’s worst moment and our communications professionals are the calm in that storm,” Operational Support Inspector Jason Rybak. “They are the first lifeline, guiding both the public and our officers with precision, professionalism, and compassion. Their voice brings clarity in chaos, and their work saves lives. I am incredibly proud of the dedication and excellence they demonstrate every single day.” The Thunder Bay Police Service extends its sincere appreciation to all 911 Communications Centre staff for their continued dedication, professionalism, and commitment to the community. Current career opportunities in our Communications Centre can be found here: Communication Operator - Temporary (POOL) | Thunder Bay Police Service |