City of Toronto Honours Emergency Telecommunicators During National 9-1-1 Week
Toronto 9-1-1 telecommunicators recognized for critical emergency response work
The City of Toronto is recognizing the critical role of emergency telecommunicators during National 9-1-1 Telecommunicators Week (April 12 to 18), celebrating the professionals who serve as the first point of contact in emergencies across the city.
Toronto Police Service, Toronto Fire Services and Toronto Paramedic Services jointly honoured outstanding staff at an awards ceremony on April 16, marking the 26th year the City’s emergency services have recognized communications personnel for their service.
Recognizing the ‘First of the First Responders’
Emergency telecommunicators—including call takers, dispatchers, communications operators and support staff—play a vital role in coordinating emergency response and providing guidance to callers during critical situations.
City officials emphasized that these professionals are often the calm voice guiding residents through emergencies while ensuring the appropriate services are deployed quickly and effectively.
“Behind every 9-1-1 call is a highly skilled telecommunicator who is the first point of contact in an emergency,” said Mayor Olivia Chow. “These improvements mean faster response times and a safer city for everyone.”
2026 Award Recipients Across Services
Award recipients were nominated by their peers and recognized for excellence in performance, leadership and teamwork.
Toronto Police Service honours included:
- Communications Operator of the Year: Kaitlin Hain
- Member Impact Award: Marina Makary
- Coach of the Year: Brendan Manna
Toronto Fire Services recognized:
- Telecommunicator of the Year: Communications Staff on-duty February 15, 2025 (Platoon 3)
- Trainer of the Year: Kelly McNabb
Toronto Paramedic Services award recipients included:
- Call Taker of the Year: Carla Almeida
- Emergency Medical Dispatcher of the Year: Moises Galvez
- CTO Mentor Award: Liam Innis
- Senior EMD Leadership Award: Justin Patriquin
Officials highlighted the complexity of the work performed by communications teams, including managing high-pressure incidents, coordinating multi-agency responses and supporting both callers and frontline responders.
Strengthening Emergency Response Capacity
The City also pointed to ongoing investments in staffing and training as part of efforts to improve emergency response capacity. In 2025, Toronto hired 90 new communications operators, a move aimed at reducing wait times and enhancing service delivery.
Chief Myron Demkiw of Toronto Police Service described telecommunicators as “an extraordinary group of professionals whose work often goes unnoticed, but whose impact is immeasurable.”
Fire Chief Jim Jessop and Paramedic Chief Bikram Chawla echoed those sentiments, emphasizing the importance of coordination between services and the role telecommunicators play in ensuring timely and effective emergency response.
A Critical Link in Public Safety
As Toronto continues to grow, the demand for emergency services remains high, making the role of telecommunicators increasingly important in maintaining public safety.
City officials say the annual recognition highlights not only individual achievements but also the essential role communications teams play in supporting residents during emergencies.
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