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

Located: Clifton LOON

August 13, 2026
Missing person Clifton LOON has been safely located. Please remove their name and image from websites and social media pages.  Thank you to members of the public and media for their assistance.

Primary Response Unit stabbing investigation leads to charge

August 13, 2026
TB26030431  Officers with the Primary Response Unit were dispatched to a business in the Cumberland Street area on August 2, 2026, in response to report of a stabbing. On scene, a victim was located and transported to a local hospital for treatment of non-life-threatening injuries. The suspect had left the scene prior to officers arriving. On August 3, 2026, the suspected attended the Thunder Bay Police Service Station to turn themselves in. As a result of the investigation, 26-year-old Filmon TSION of Thunder Bay has been charged with assault with a weapon. The accused was released from custody following their first court appearance with a future court date.

August 2026

August 12, 2026
Understanding Police Response Priorities In July, 4,856 calls were logged. Of those, 2,987 were priority 1, 2 or 3. Every call for service is important, but not every call requires the same level of response. Calls are assigned a priority level from 1 to 9 based on the information available at the time, and that priority can change as new information is received. Priority 1 to 3 calls involve an immediate threat to life, serious injury, or public safety and require an urgent police response. Priority 4 to 6 calls require police attention but do not involve an immediate risk of harm. Priority 7 to 9 calls can often be resolved over the phone or through alternative reporting options. Some examples of the priority 1-3 calls received in July are: · Assault · Intimate Partner Violence · Mental Health Act · Robbery · Weapons · Break & Enter · Motor Vehicle Collision · Unwanted Person · Disturb the Peace · Person Welfare Check · Suspicious Person · Ambulance Assist · Theft · Animal Cruelty The volume and urgency of these calls highlight the important work of our primary response officers, who respond with professionalism and compassion to keep our community safe.  Did you Know? A Motor Vehicle Collision may be classified between priority 1 and 7. In general, a collision involving serious injuries, a fatality, criminal behaviour, or a significant public safety hazard will receive a higher-priority response than a minor property-damage collision where vehicles are safely off the roadway and no offences are apparent.