Celebrating Contribution of Communications Operators

As the backbone of Toronto’s emergency response system, our Communications Operators should be acknowledged for their dedication, resilience and the life-saving role they play in the community, Chief Myron Demkiw said at the annual Telecommunicator Awards on April 17 that honoured police, fire and paramedic members.

“Today, we celebrate not only the technical skill and precision you bring to your work, but also the humanity you bring into every call,” he noted. “It takes extraordinary empathy to listen to a person in distress and provide them with reassurance and guidance in their most vulnerable moments.

“It takes great strength to manage the stress and pressure that comes with dispatching emergency services during dynamic calls. We know that without the diligent work of our 9-1-1 operators, the police, fire and paramedic teams would not be able to respond as effectively as they do.”

On Demkiw’s first day as Chief of Police, Communications Services was the first unit he visited.

“You ensure that the first responders can do their jobs to the best of their ability because we know you will always have our backs,” he said. “For us, you are the vital link to police officers in the field and you help keep everyone safe. Thank you.”

Mayor Olivia Chow said communications professionals are the front and centre of every emergency situation and every life saved.

“Without you, our public safety system would not function,” she said. “Your ability to gather critical information and act quickly and professionally and to reassure those in distress is nothing short of extraordinary.”

Nadia Sidhu, who joined TPS Communications in 2018, was the recipient of the Communications Operator of the Year Award.

“While this is an individual award, I see it as recognition for the hard work that all call talkers and dispatchers put in daily,” the former Corrections Officer said. “There is a sense of purpose when you work with police officers. When things go well, you feel fulfilled.”

On September 16, 2024, while assigned dispatching duties for 13 and 53 Divisions, Sidhu received a call for a person in crisis.  It was reported that a female was yelling in a backyard and throwing objects at parked vehicles.

After getting to the scene, one of the officers set off a priority, requesting an ambulance for a Mobile Crisis Intervention Team member who sustained a severe laceration to his arm and was bleeding profusely.

Sidhu promptly ordered an ambulance, notified her supervisors and directed additional units to attend the scene. While inquiring about the officer’s condition, she confirmed the location of the suspect to determine whether she was in custody.

She also liaised with 51 and 52 dispatchers to get the injured MCIT member to the hospital quickly where he was treated.

“Officer safety is the top priority of a dispatcher,” said 53 Division Detective Sergeant Renee Foley who nominated Sidhu for the award. “Nadia remained calm and focused during the entire duration of the event. She requested updates on the officer’s condition and followed up with an ambulance for the location of the attending unit while maintaining business continuity and providing support to the officers who were still at the scene dealing with the suspect.”

Last year, the Toronto Police Communications Services Impact Award was unveiled to honour the memory of Kim Ferris who passed away in 2023. The beloved Communications Operator retired in 2020 after 30 years with the Toronto Police Service.

Shawn Mascarenhas, who joined the Service in 2011, is this year’s winner.

“Where Shawn shines and sets himself apart from others is during those moments of crisis in Communications where we need strong, consistent emotional support,” noted Senior Operations Supervisor Tamara Caldwell, who nominated him. “During these moments of crisis, he keeps an even demeanour and a calm eye on all those around him, checking on everyone individually from the newest trainee to the most seasoned supervisor, ensuring they are alright and asking if they need anything in that moment.

“...He is a model for the Service’s core values, coming to work daily with a positive outlook, calm demeanour and compassionate energy. He mirrors the friendly and approachable outlook that Kim exemplified.”

Communications Operator Valerie Lundy was recognized with the Coach of the Year Award.

She has been a TPS member for 28 years.

“Val has equipped so many operators with not just the technical skills they need, but with the mental and emotional resilience that is crucial in our line of work,” said her nominator, Maureen Urkosky, an Operations Supervisor. “Her leadership, patience and attention to detail are setting a gold standard in operator training. It is a privilege for all of us to witness the impact she has had on the lives of her colleagues and the communities we serve.

“Her ability to create a learning environment that is both supportive and challenging ensures that every operator who passes through her training not only knows what to do, but knows why they do it.”

Communications Operators are a vital link between citizens needing urgent assistance and police, fire and medical personnel responding to calls for service. 

They answer 9-1-1 calls and are required to learn how to ask pertinent questions, give sound advice and process calls relating to a range of offences and incidents. Dispatchers then ensure police officers have all the information they need to keep everyone safe.

Awards were presented to Toronto Paramedic Services employees Hannah Speed who is the Call Taker of the Year and Nicole Burns who is the Emergency Medical Dispatcher of the Year.

Jason Ventura won the Senior Emergency Medical Dispatcher Leadership Award and Dilnawaz Jogina was the recipient of the Communications Training Officer Mentor Award.

“Each day, Toronto Paramedic Services’ Call Takers and Emergency Medical Dispatchers work alongside our Toronto Fire and Toronto Police colleagues to provide the highest level of skill and empathy, caring for our communities in the face of demanding situations,” said Toronto Paramedic Services Chief Bikram Chawla.