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

Fraud Friday: Thunder Bay Police Service warning residents about call spoofing

September 18, 2026
The Thunder Bay Police Service is warning residents about call spoofing, a scam where fraudsters disguise their phone number to make it appear as though the call is coming from a legitimate source including banks, government agencies, or even police services. Scammers use spoofed numbers to pressure victims into providing personal information, banking details, or immediate payments. These calls can look convincing, but the number on your caller ID cannot be trusted. If you receive an unexpected call asking for personal or financial information, hang up immediately and contact the organization directly using a verified number. Do not rely on the number displayed on your phone. Report suspicious calls to the Thunder Bay Police Service. For further information about various frauds and scams that may be circulating, please visit https://www.thunderbaypolice.ca/safety/fraud-prevention or the Canadian Anti Fraud Centre online at: https://antifraudcentre-centreantifraude.ca/index-eng.htm To make a fraud/cyber crime online report to the Thunder Bay Police Service, please visit: https://www.services.tryrubicon.com/thunder-bay-police-service/online-reports/report/fraud-cybercrime

Intelligence Unit drug trafficking investigation leads to several charges

September 17, 2026
A Thunder Bay Police Service Intelligence Unit drug trafficking investigation has resulted in several charges. Officers began the investigation in August 2026, in response to reports of drug trafficking. Through the investigation two suspects were identified. On September 3, 2026, around 7:40 PM officers with the Emergency Task Unit located and arrested a suspect in the Limbrick Street and Vale Avenue area. A search of the suspect led to the seizure of suspect cocaine, fentanyl, and Canadian cash. On September 3, 2026, around 8:10 PM officers with the Intelligence Unit located and arrested a second suspect in the Victoria Avenue and Oakwood Avenue area. A search of the suspect led to the seizure of suspected fentanyl and Canadian cash. A total of over 30 grams of suspected fentanyl and 110 grams of suspected cocaine were seized, alongside a large fixed blade knife and over $4,000 in cash. The total estimated street value of the drugs seized is over $17,280 As a result of the investigation, 38-year-old Terry PELTO of Thunder Bay 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 proceeds of property obtained by crime over $5,000 • Carrying concealed weapon • Fail to comply with probation order As a result of the investigation, 39-year-old William JIMOH from Thunder Bay 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 proceeds of property obtained by crime under $5,000 • Possession of firearm or ammunition contrary to prohibition order Both of the accused were remanded into custody following their first court appearance. The investigation into the matter remains ongoing.

September 2026

September 17, 2026
Public safety depends on trust, visibility, accountability, and partnership. Through Project Support, the Thunder Bay Police Service worked with residents, businesses, service providers, and community partners to respond to concerns in our downtown and commercial areas. The initiative combined visible patrols, outreach, wellness checks, medical assistance, service referrals, and lawful enforcement. There were more than 9,100 community and business engagements, 343 service referrals, 89 referrals accepted, 78 arrests, and 74 provincial offence notices issued. Behind those numbers are people, conversations, and opportunities to connect individuals with support while addressing behaviour that affects shared spaces. Although the pilot has concluded, visible patrols will continue as we build on what we have learned. This work began by listening to community concerns, and those conversations will continue. Recent engagement, including the “Our Safe Voice, Strong Community” event with Tapestry Women’s Network Thunder Bay, reinforced openness, understanding, and shared responsibility — values that also guide how we honour service and sacrifice. In that spirit, I invite the community to attend this year’s Police and Peace Officers’ Memorial Service on Sunday, September 27, at 2:00 p.m. at St. Andrew’s Presbyterian Church, 207 S. Brodie Street. This tradition gives us an opportunity to honour police and peace officers who made the ultimate sacrifice in service to their communities. In the past year, we have seen several officers lose their lives while answering the call to serve. This is our chance to remember their dedication, recognize their sacrifice, and ensure their legacy is never forgotten. Thank you for your continued commitment to Thunder Bay. We will keep listening, working with you, and showing up for the safety and well-being of this community. Darcy Fleury, M.O.M. Chief of Police