Honoring Our 911 Communications Operators – National Public Safety Telecommunicators Week

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