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

July 4, 2026
The Thunder Bay Police Service is aware of social media posts and comments regarding a Canada Day assault that may have been racially motivated. The Thunder Bay Police Service is investigating an assault that took place on Canada Day. Officers with the Primary Response Unit responded to reports of an assault that was taking place in the Villa Street and Cumberland Street North area just after 12:45PM on July 1, 2026. One suspect was located, arrested, and charged with assault. A victim received treatment from EMS and was transported to a local hospital for further treatment of injuries that can be described as non-life threatening. The investigation into the matter remains ongoing. No further information is available at this time. Every person has a right to feel safe in our community, and the Thunder Bay Police Service remains committed to investigating any allegations or reports that a person has been targeted based on hate or bias.
July 3, 2026
The Thunder Bay Police Service is advising the public about theft and robbery tactics seen in the city, along with some prevention tips. Distraction theft is a type of theft where the victim’s attention is diverted in order to steal valuables like a wallet or phone. Criminals will operate as individuals or in pairs, with one person distracting the victim while the other takes the opportunity to steal your belongings. How does it happen? The thief (or a group) creates a distraction. Here are some common examples: • Asking for directions • Spilling something on the victim • Dropping money • Starting an argument • Pretending to need help • Damaging a vehicle (flatten tire, or spill on windshield) • Knocking on a door to ask for help While the victim is focused on the distraction, an accomplice or the same person takes the opportunity to steal their belongings. Tips to protect yourself • Stay aware of your surroundings • Keep your belongings close and zipped up • Be cautious when approached by strangers with odd or overly engaging behavior • Avoid placing valuables on tables or hanging bags on chairs in public places • If someone is close enough to put a necklace on you, they are too close • Report any suspicious or criminal incidents immediately to police A robbery or purse snatch can occur anywhere at any time. In order to reduce your risk, there are many precautions you can take to avoid this type of crime. Robberies can occur at any location where you are waiting or standing for an extended period of time, such as: • Transit stops • ATM machines • In parking lots and garages • Isolated areas How to prevent being targeted: • Be aware of your surroundings; whenever possible avoid distractions that require your full attention like listening to loud music, wearing headphones on both ears, texting and taking phone calls • Keep to well-lit areas and avoid unknown shortcuts through isolated areas including parks and back lanes especially when traveling alone • When getting cash from a bank machine, be alert • Consider using indoor machines or locations that have a clear view and are not hidden. • Keep electronics or other valuables concealed and hidden • Avoid letting strangers into your personal space • At the very least, keep them at arm's length If You Are a Victim If you are the victim of a robbery, do NOT argue, fight or use any weapon. Robbers are unpredictable and resistance in any form may escalate the level of violence. Your safety is more important than any possession. ALWAYS: • Give up the item being taken/demanded • Make noise, scream/yell to create witnesses and deter robbers • Make a mental note of suspect clothing and description - height, weight, age, hair, tattoos, scars, direction of travel, time of robbery, and if any weapons or vehicles were used • Call 9-1-1 immediately and find a place of safety until police arrive • If you are injured seek medical attention • Notify Financial Institutions and Government Agencies of your stolen documents such as: o Social Insurance Card, Birth Certificate, Driver’s Licence, Health Card, Passport, Credit Cards, Debit Cards Theft From Vehicle The Thunder Bay Police Service has received several theft from vehicle reports this year. These incidents are typically crimes of opportunity — offenders look for unlocked vehicles or valuables left in plain sight. How it happens: • Offenders check door handles to find unlocked vehicles • Items are taken quickly from front seats, cup holders, or centre consoles • Visible bags, wallets, electronics, or loose change attract attention • Garage door openers or spare keys left inside vehicles are used to access homes Tips to reduce your risk: • Always lock your vehicle, even if you’re stepping away for a moment • Remove all valuables — wallets, purses, electronics, cash, tools • Do not leave garage door openers or spare keys inside your vehicle • Park in well‑lit, visible areas whenever possible • If you must leave items in your vehicle, store them in the trunk before arriving at your destination • Report suspicious behaviour, such as individuals checking door handles, to police Stolen Bicycles Bicycle thefts increase significantly during the warmer months. Most thefts occur when bikes are left unlocked, secured with weak locks, or stored in easily accessible areas such as open garages or building entrances. Common methods used by thieves: • Cutting cable locks or thin chains • Taking unlocked bikes from yards, porches, or garages • Targeting bike racks where bicycles are improperly secured • Removing quick‑release wheels or seats to resell individually How to protect your bike: • Use a high‑quality U‑lock or hardened steel chain — cable locks are easily cut • Lock the frame and at least one wheel to a secure, immovable object • Store bicycles indoors or in locked areas whenever possible • Record your bike’s make, model, colour, and serial number • Take photos of your bike for identification • Report stolen bicycles immediately — recovered bikes are often returned to owners when serial numbers are on file
June 30, 2026
TB26025124 A Thunder Bay Police Service Primary Response Unit investigation has resulted in multiple charges. Officers were dispatched to the Victoria Avenue East area on June 29, 2026, just before 9:30 PM in response to reports of individuals using bear spray. On scene, two victims were located and the individuals received treatment from emergency services. One of the individuals was transported to a local hospital for further treatment. The involved suspects had left the scene prior to officers arriving. A search of the area led to six suspects being located and arrested. As a result of the investigation, a 17-year-old of Thunder Bay is facing the following charges: · Assault with a weapon (two counts) · Possession of weapon for dangerous purpose · Pointing a firearm · Failure to comply with an undertaking A 15-year-old from Thunder Bay is facing the following charges: · Assault with a weapon (two counts) · Failure to comply with release order A 16-year-old from Thunder Bay is facing the following charges: · Assault with a weapon (two counts) · Failure to comply with release order A 14-year-old from Thunder Bay is facing the following charges: · Assault with a weapon (two counts) · Failure to comply with release order An additional 14-year-old from Thunder Bay is facing the following charges: · Assault with a weapon (two counts) A 17-year-old from Thunder Bay is facing the following charges: · Assault with a weapon (two counts) The 17-year-old from Thunder Bay who is facing two charges was released from custody with a future court date. The remaining accused were remanded into custody following their first court appearances.  The identity of the accused cannot be released in accordance with the Youth Criminal Justice Act.