Recognizing Crucial Work of Communications Operators
Police communicators and dispatchers carefully assess every call and assign a priority based on risk, ensuring urgent situations receive immediate attention.
When a call involves potentially involves a child abduction, it is treated as high priority due to the potential danger and time-sensitive nature of the situation. Dispatchers must quickly gather critical details, verify information, and coordinate a rapid response with officers and specialized units.
In June 2025, dispatcher Kaitlin Hain received a call from a business owner reporting a suspicious interaction between an adult male and a young female who appeared to be in distress.
Without delay, she dispatched officers while continuously broadcasting relevant information and updates. Given the concern of a possible abduction, officers quickly flooded the area. When the male saw police, he fled at a high rate of speed with the child in the vehicle.
Over the next three hours, Hain managed radio transmissions from more than 30 units assigned to the call, coordinating efforts to canvass addresses and check industrial locations before the vehicle was eventually spotted.
“Every time officers located the vehicle, the man took off at a high rate of speed,” said Hain, who was named the Toronto Police Service Communications Operator of the Year at a ceremony on April 16. “We had drones, multiple helicopters, and the canine unit involved in the pursuit before he was finally arrested after a foot chase.”
The event lasted four hours and 25 minutes and involved four divisions, multiple specialized units, as well as bordering divisions and jurisdictions.
“Not once did she waver in her control of the air, situational awareness and constant concern for safety of all officers involved,” said Superintendent Greg Watts, the Priority Response Unit Commander. “…Her ability to remain composed and calm over the air as well as when speaking with colleagues and supervisors was commendable. There is no doubt that her demeanor provided comfort and confidence to everyone listening to this emotional, high-stakes event. I am very proud of her.”
In her nearly seven and a half years with Toronto Police, Hain said this call stood out because it allowed her to step back and see the bigger picture.
“Being a central point of contact allowed me to suggest ideas that helped officers on the call stay focused,” she said. “It gave them a clearer direction so they could concentrate on what was right in front of them.”
Being named Communicator of the Year holds special meaning for Hain who worked as a dental assistant before joining the Service.
“We often work behind the scenes and don’t receive much recognition,” she said. “In that moment, my voice may have been the only one the caller could hear. But behind me was a strong support system, my colleagues, supervisors and TPOC (Toronto Police Operations Centre), helping ensure everything came together. I take my role very seriously because people trust me to get them help when they are experiencing one of the worst days of their lives.”
The ceremony, held at the Toronto Fire and Paramedic Services Headquarters, recognized police, fire and paramedic Communications Operators as part of National Public Safety Telecommunicators Week.
In 2024, 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.
Marina Makary is this year’s award recipient.
“Her dedication to fostering a respectful and uplifting environment exemplifies the spirit of this award, and we are thrilled to recognize her outstanding contributions,” noted Watts. “Her genuine care, compassion and sincere love for this job and for the people who do it are reminiscent of the type of person that Kim was. Kim’s legacy is in good hands with Marina.”
Communications Operator Brendan Manna was recognized with the Coach of the Year Award.
He created “The Briefing Room,” a coaching and mentoring initiative for junior members that provides a structured environment to discuss training-related topics, enhance engagement and offer ongoing support.
Communications Operators are a crucial link between citizens in urgent need and the police, fire and medical personnel who respond. They answer 9-1-1 calls, ask the right questions, provide clear guidance and handle a wide range of incidents. Dispatchers then ensure that first responders have the information they need to act safely and effectively.
“You form the foundation of our entire emergency response system, and today we recognize your unwavering commitment, strength and the critical role you play in protecting our community,” said Toronto Police Chief Superintendent Mandeep Mann. “This celebration goes beyond your technical expertise and accuracy under pressure. It also honours the compassion and care you bring to every call.”
He noted that supporting someone in crisis requires exceptional empathy, as operators provide reassurance and clear direction during some of the most difficult moments in a person’s life.
“At the same time, your ability to manage intense stress and rapidly changing situations speaks to your professionalism and resilience,” Mann added. “We also recognize that the effectiveness of our police, fire and paramedic services depends heavily on you. Your skill, focus and judgment ensure that help is dispatched quickly and appropriately. Because of you, our first responders can do their jobs with confidence, knowing they are supported every step of the way.”
The Toronto Fire Services Telecommunicator of the Year Award was presented to Platoon 3, while Kelly McNabb was recognized with the Trainer of the Year Award.
“Our Call Takers and Dispatchers are the critical first voice in every emergency, gathering vital information, assessing needs and ensuring the right resources are deployed,” Fire Chief Jim Jessop said. “In close partnership with our colleagues at Toronto Police and Toronto Paramedic Services, their work is essential to delivering coordinated, effective service to our communities. Today, we recognize the professionalism, composure and dedication of Toronto Fire Services telecommunicators and dispatchers.”
Carla Almeida and Moises Galvez were the recipients of the Toronto Paramedic Services Call Taker of the Year and Emergency Medical Dispatcher of the Year Awards respectively.
Liam Innis won the Paramedic Services Communications Training Officer Mentor Award, and Justin Patriquin was recognized with the Senior Emergency Medical Dispatcher Leadership Award.
“Toronto Paramedic Services Emergency Medical Dispatchers and Call Takers are a vital lifeline for our community, providing calm and compassionate support during critical moments,” said Toronto Paramedic Services Chief Bikram Chawla. “The 2026 Tri-Service Telecommunicator Awards reflect the professionalism and dedication demonstrated by our Services’ emergency telecommunications staff, and I am proud of the invaluable role they play in keeping Toronto healthy and safe every day.”
Mayor Olivia Chow underscored the vital role of 9-1-1 services, reflecting on her own reliance on them in caring for her late parents and husband.
“Behind every emergency response in our city is a dedicated team of 9-1-1 telecommunicators who ensure help arrives quickly and safely,” she said. “During Telecommunications Week, we proudly celebrate the outstanding professionals being recognized with this year’s awards for their excellence, compassion and leadership.”
