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

Thunder Bay Police Service brings professional development training closer to home

June 12, 2026
The Thunder Bay Police Service (TBPS) hosted the Supervisor Leadership Institute (SLI) at the TBPS Station from June 8 to 12, 2026, bringing the training program closer to home. SLI is an FBI-LEEDA program — they’re the gold standard for law enforcement leadership training in North America. FBI-LEEDA — the Law Enforcement Executive Development Association — is a private, non-profit organization that grew out of the FBI’s executive training programs. The program operates independently and is not part of the FBI. The course runs for five days and is open to front-line supervisors and any police leaders, sworn or civilian. The Ontario Provincial Police, Nishnawbe Aski Police Service, and the University of North Dakota Police Service participated in the course alongside TBPS. There was a total of 24 participants, 16 of which were members of TBPS. The instructor is Chief David Boggs, a retired Chief of Police out of Broken Arrow, Oklahoma, FBI National Academy grad, and an FBI Executive Teaching Fellow. The course covers leadership principles, building credibility, discipline and supervisor liability, and participants do a personal DISC leadership style assessment. The DISC leadership assessment is a behavioral profiling tool that categorizes individuals into four primary personality styles: Dominance, Influence, Steadiness, and Conscientiousness. “Supervisors who complete the SLI return with practical, immediately applicable leadership skills — better equipped to manage their teams, handle discipline consistently and defensibly, and build credibility with the people they lead,” explained TBPS Inspector of Operational Support Jason Rybak. “It strengthens the overall quality of supervision across the organization and contributes to a more professional, accountable police service.” Today it is recognized as the leading provider of law enforcement leadership education in North America, having trained tens of thousands of officers and leaders across hundreds of courses annually. “Strong supervision produces better policing,” added Rybak. “When front-line supervisors lead with credibility, communicate effectively, and make sound decisions, it translates directly into how officers interact with the public. Communities benefit from a police service where leadership at every level is intentional, accountable, and committed to continuous improvement.” Their core program is the Leadership Trilogy — three progressive courses targeting every level of police leadership: • The Supervisor Leadership Institute (SLI) • Command Leadership Institute (CLI) • Executive Leadership Institute (ELI) Graduates who have completed all three programs also earn transferable college credit upon completion.

Cyber crime investigation leads to charges

June 10, 2026
TB26015221 A Thunder Bay Police Service Cyber Crime Unit investigation has resulted in charges. On April 23, 2026, officers received a report from another police agency regarding potential child sexual abuse and exploitation in Thunder Bay. Further investigation led to a suspect being identified. On April 29, 2026, officers searched a home on Thunder Bay’s south side and seized multiple electronic devices. On June 10, 2026, a suspect surrendered themself at the Thunder Bay Police Service Station at 1200 Balmoral Street. As a result of the investigation, 50-year-old Michael SCORGIE of Thunder Bay is facing the following charges: • Luring a person under 16-years of age by means of telecommunications (two counts) • Arrangement to commit a sexual offence against a person under 16-years of age (two counts) • Arrangement to commit a sexual offence against a person under 18-years of age • Make prints, publishes or possesses for the purpose of publication of any child sexual abuse and exploitation material • Possession of child sexual abuse and exploitation material The accused was released from custody following their first court appearance with a future court date. Anyone with information that could assist investigators is asked to please contact Detective Constable Joel Manherz at (807) 684-1200 ext. 4115. Tips can be submitted anonymously through Crime Stoppers at 1-800-222-8477, online at www.p3tips.com . The Thunder Bay Police Service recognizes that parents and caregivers are the frontline when it comes to protecting children on the Internet and electronic devices. We encourage you to remain vigilant in your efforts – the safety tips outlined below are recommended for children of any age. Reporting of any online exploitation can also be made at Canada’s National Tipline for Reporting the Online Sexual Exploitation of Children at cybertip.ca. This project has been made possible by a grant from the Ministry of the Solicitor General. There are also resources available through the Centre for Addiction and Mental Health for those who have a sexual interest in children. The new Talking for Change ( https://talkingforchange.ca/ ) program is the first of its kind in Canada and provides national and all-ages help for those concerned about their risk to use child sexual exploitation material or offend sexually against a child.

Primary Response Unit investigation leads to drug trafficking charges

June 9, 2026
TB26021214 Primary Response Unit investigation leads to drug trafficking charges A Thunder Bay Police Service investigation has led to charges. On June 5, 2026, officers with the Primary Response Unit located a driver asleep behind their steering wheel with the vehicle running in the Picton Avenue and Blucher Crescent area. Further investigation led to a search of the vehicle. During the search officers located and seized over 115 grams of suspected fentanyl, over 587 grams of suspected crack cocaine, cash, and items associated with drug trafficking. The estimated street value of the drugs seized is over $150,000. As a result of the investigation, 49-year-old Jermaine WILSON, of Brampton, Ontario is facing the following charges: · Possession of a Schedule 1 substance for the purpose of trafficking – cocaine · Possession of a Schedule 1 substance for the purpose of trafficking – opioid · Possession of property obtained by crime over $5,000  The accused was remanded into custody following their first court appearance.